Thushari Sandarekha
Hamilton,New Zealand
Summary
Dynamic result-driven professional with over 16 years of experience in financial services industry. Expert knowledge in residential lending with proven track record in delivering mortgage sales and developing client relationships. Committed to delivering world-class customer experience with an empathetic and trusted manner. Strong leadership, networking, and problem-solving skills with the ability to work around customer schedules and meet them at their convenience.
Overview
17
17
years of professional experience
Work History
Customer Banking Specialist
Bank of New Zealand
New Zealand
06.2022 - Current
- Managing front-line client conversations and processing home lending applications for individual, joint, trust and LTC entities
- Specialized in residential lending and associated products with proven track record in driving mortgage sales and developing client relationships.
- Conduct comprehensive need analysis to recommend suitable mortgage products and solutions enhancing client's home-buying experience by being empathetic, trusted, and knowledgeable.
- Handling suitability and affordability checks, analyzing client's financial status, credit, and property evaluations to determine loan eligibility.
- Collaborate with real-estate agents, solicitors and other professionals to facilitate smooth transition.
- Having valued conversations on financial health, pro-actively identifying client goals and ensuring their banking works well for them.
- Deliver wold class customer service by addressing client enquiries and resolving issues promptly and professionally.
- Stay updated with market trends, regulatory changes such as CCCFA and FSLAA, and competitive products to provide informed advice to clients.
Customer Experience Representative
Kiwibank
New Zealand
06.2021 - 06.2022
- Providing front-line client service by resolving everyday banking enquiries, credit cards, overdrafts, and personal loan related enquiries of customers
- Building sustainable relationships with clients through strong communication
- Acting as nominated representative of the bank by assisting clients in their financial planning within the regulatory financial advice planning protocols
- Identifying and assessing customers’ banking needs to achieve satisfaction with the use of upselling and cross-selling techniques
- Managing high number of inbound calls with positive average handling time.
Checkout Operator
New World Checkout
New Zealand
10.2019 - 06.2021
- Providing excellent customer service in par with company guidelines
- Handling day-in/day-out monies ensuring the balance of tills on daily basis
- Undertaking additional customer care responsibilities such as packaging, ensuring the purchased products are at the highest level of quality and assisting the customers in special needs
- Being a team player by collaborating with other members in serving customers at peak periods.
Manager Operations, Project Manager
HSBC
Sri Lanka
02.2015 - 09.2019
- On-boarding of new business wins, building new business models, managing re-structuring of existing client business and re-engineering initiatives
- Maintained excellent working relationship with internal/external clients such as AMG, Phoenix and National Grid in UK
- Engaged in Accounting and Valuation processes of Fund Management
- Involved in reviewing the fund related financial accounts: Balance Sheets, Income Statements, and cashflows
- Managing daily NAV (Net Asset Value) production for Funds and incorporating them in the international exchanges and investment markets
- Managing projects to make changes to the investment fund structures and portfolio variances with fund management entities
- Handling project documentation such as costs and timelines, risk reporting, post implementation reviews, and compliance reporting
- Being LEAN six sigma YELLOW belt certified in by streamlining processes.
Team Manager
Innodata Lanka (PVT) LTD
Sri Lanka
02.2014 - 02.2015
- Involved in managing the Invoicing process of SWETS Service – USA
- Engaged in managing client queries with regard to the process and enhancing the client satisfaction
- Communication with clients and onshore teams over the phone and through emails in order to resolve complex fund issues
- Functionally managing a team of 10 - 15 people by providing training and guidance, evaluating performance, providing feedback, grooming, and motivating staff.
Assistant Manager
UB Finance Company Limited
Sri Lanka
06.2013 - 02.2014
- Involved in liquidity management, managing the daily fund transfers to maintain the working capital and coordinate with commercial banks
- Participating in month-end consolidated accounting and producing the financial reports for branches
- Involved in investment management – Trading in bills/bonds, currencies, financial derivatives etc
- Involved in preparation of annual budgets and coordinating Asset Liability Committee meetings.
Senior Research Executive
Entrust Securities
Sri Lanka
10.2011 - 06.2013
- Involved in government securities business in relations to term investments
- Preparing treasury bill and treasury bond calculations for dealing clients
- Associated with economic and financial research and analysis demonstrating skills on investigations, report writing, presentations referring to Bloomberg, Reuters, Central Bank of Sri Lanka & Oanda
- Involved in financial factor forecasting based on research investigations
- Involved in market research and development such as social networking, brand building, adoption of mobile application, and sustainability programs.
Senior Accounts Associate
AVIVA Insurance
Sri Lanka
07.2007 - 10.2011
- Involved in general insurance reporting in regard to claims, collections, Intermediary businesses, and corporate partners
- Managing accounts reconciliations for insurance payables and receivables
- Managing client relationships with corporate intermediaries such as Barclays and Morgan-Stanley
- Leading the project team of ‘Treating Customers Fairly” (TCF)
- Achieving the appreciation for being “I-COM” (Idea Contributor of the Month) twice organized by WNS quality and innovation program
- Achieving the appreciation for participating in “Six Sigma program – AVIVA”.
Education
Post Graduate Diploma in Applied Management -
Eastern Institute of Technology New Zealand
01.2016
Master of Business Administration Finance (Spec) -
Cardiff Metropolitan University UK
01.2016
Advanced Diploma in Management Accounting -
Charted Institute of Management Accounting UK
01.2011
KiwibankB-TEC Edexcel Diploma in Communication & Information Technology -
IDM Computer Studies
01.2007
Professional Banking Fundamentals – Level 5 (NZQA) -
FINSIA
Skills
- Client relationship management
- Expertise in residential home lending
- Excellent networking abilities
- Analytical & Problem-solving
- Strong communication skills
- Market research & trend analysis
- Negotiation
- Confidence and public speaking skills
- Presentation skills
- Leadership and team management
- CRM software proficiency
- Financial analysis and planning
Websites
Industry Exposure
- Banking & finance
- Home lending
- Financial Markets
- Fund management
- Insurance
- Investment management
- Regulatory compliance
- Information Technology
References
Available upon request
Hobbies and Interests
- Photography
- Philosophy
- Travelling
Timeline
Customer Banking Specialist
Bank of New Zealand
06.2022 - Current
Customer Experience Representative
Kiwibank
06.2021 - 06.2022
Checkout Operator
New World Checkout
10.2019 - 06.2021
Manager Operations, Project Manager
HSBC
02.2015 - 09.2019
Team Manager
Innodata Lanka (PVT) LTD
02.2014 - 02.2015
Assistant Manager
UB Finance Company Limited
06.2013 - 02.2014
Senior Research Executive
Entrust Securities
10.2011 - 06.2013
Senior Accounts Associate
AVIVA Insurance
07.2007 - 10.2011
Post Graduate Diploma in Applied Management -
Eastern Institute of Technology New Zealand
Master of Business Administration Finance (Spec) -
Cardiff Metropolitan University UK
Advanced Diploma in Management Accounting -
Charted Institute of Management Accounting UK
KiwibankB-TEC Edexcel Diploma in Communication & Information Technology -
IDM Computer Studies
Professional Banking Fundamentals – Level 5 (NZQA) -
FINSIA
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