Summary
Work History
Education
Skills
Timeline
Generic

Mangala Upasantha

21 Ferguson Avenue, Greenlane,Auckland

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Self-motivated individual with endurance to achieve desired results at the highest possible standards.

Having Customer Service experience for over twenty years together with strong interpersonal and technical skills supported by professional and academic qualifications, I wish to pursue a dynamic role where my knowledge, skills and exposure could be utilized in a team of growth-oriented and professional environment. I am confident of successfully overcoming the challenges within any role offered to me with my commitment, passion and dedication

Work History

Customer Relationship Manager

Commercial Bank Of Ceylon PLC
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Made customers aware of current and new programs and services.
  • Created customer support strategies to increase customer retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Assisted customers with opening accounts and signing up for new services.
  • Developed summaries to assess each client's participation level and determine targets for follow-up plans.

Credit Manager

Commercial Bank Of Ceylon PLC
  • Investigated and evaluated over 70 customers worth NZD 25Mn for credit worthiness and potential risk factors.
  • Work cross-functionally with sales, management and other departments to maintain effective operations.
  • Obtained and interpreted financial statements to assist in credit limit reviews.
  • Oversaw reporting, documentation and recordkeeping requirements for department.
  • Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
  • Negotiated settlements and payment terms with customers and delivered customized payment plans.
  • Monitored accounts for signs of fraud and non-payment issues.
  • Collaborated with management to evaluate credit strategies and develop improvements.
  • Provided training and consulted with struggling teams to help meet monthly target goals.
  • Collected data and performed trend and variance analysis to mitigate risk arising from bad debt.

Senior Credit Risk Analyst

Commercial Bank Of Ceylon PLC
  • Reviewed over 30 credit reports of potential clients of local and foreign subsidies to comprehensively view borrowers' credit history and identify potential red flags.
  • Analyzed credit scores to determine borrowers' creditworthiness.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
  • Assessed credit risk and analyzed financial statements.
  • Participated in loan committee meetings to provide input on lending processes.
  • Conducted industry research to understand economic conditions impacting borrower ability to repay loans.
  • Conducted presentations to upper management and executive teams for loan recommendations.
  • Created credit policies, processes and procedures to maintain compliance with banking regulations.

Senior Manager Monitoring & Auditing

Commercial Bank Of Ceylon PLC
  • Provided strong leadership to enhance team productivity and morale.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Developed proposals and presentations for internal and external audiences.
  • Evaluated hiring, firing, and promotions requests.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Produced staffing matrix to provide adequate coverage of department.
  • Developed and implemented new filing systems to improve organizational efficiency and productivity.

Education

MBA From University of Sri Jayewardenepura
Sri Lanka

Associate Member of CIMA
United Kingdom

Associate Life Member – Institute of Bankers
Sri Lanka

Diploma in Bank Integrated Risk Management
Institute Of Bankers Of Sri Lanka

Skills

  • Customer Relations
  • Sales Proficiency
  • Effective Customer Communication
  • Attention to Detail
  • Confidential Records Management
  • Business Partnerships
  • Training Initiatives
  • Compliant Management
  • Financial Forecasting
  • Appraisal Verification
  • Verbal and Written Communication
  • Terms Negotiation
  • Judgmental Lending
  • Credit Risk Analysis
  • Credit Monitoring
  • Portfolio Monitoring
  • Data Analysis
  • Internal Audit Administration
  • Critical Thinking
  • Process Improvement Initiatives

Timeline

Customer Relationship Manager

Commercial Bank Of Ceylon PLC

Credit Manager

Commercial Bank Of Ceylon PLC

Senior Credit Risk Analyst

Commercial Bank Of Ceylon PLC

Senior Manager Monitoring & Auditing

Commercial Bank Of Ceylon PLC

MBA From University of Sri Jayewardenepura

Associate Member of CIMA

Associate Life Member – Institute of Bankers

Diploma in Bank Integrated Risk Management

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Mangala Upasantha