Joy Gonsalves
Abu Dhabi,UAE
Summary
A Functional and Technology oriented professional who leads from the front, building a culture where every participant feels motivated to deliver beyond expectations. Passionate individual who believes in making things happen and with good domain knowledge. Dynamic professional with 14 years of extensive work experience in India and Saudi Arabia in Project co-ordination, Operations and Application Support. Well connected with latest technology setup with software such as CRM, Fenergo, Metagrid Experience includes as new Business Setup & active participation in operations Digitalization - Handled end to end Client management along with difference client requests fulfilment Involved in re-engineering of various processes across different domain of Freight forwarding & Banking.
Overview
18
18
years of professional experience
Work history
Senior Officer, CCB &IB, Account Maintenance
First Abu Dhabi Bank
08.2022 - 08.2025
- Customer Account Maintenance of Corporate and Business Banking Client.
- Responsible for Clients Data and document verification as per policy and procedures along with details screening.
- Customer Account Maintenance (FenX, T24, GLCMS)
- End to End Customer Documents management
- LEM for old client based on the business request
- Handlling updates for customer details such as address changes, contact information, account signatories, and documentation.
- Managed end-to-end customer account maintenance activities, updates and amendments in core banking Checking and updating SOP documents as per requirements and changes.
- Coordinating with CCS, KYC and Operations teams to resolve data discrepancies and ensure timely updates.
- Generating reports and maintained audit trails for all account maintenance activities to support internal controls and regulatory reviews.
- Supporting periodic data clean-up and remediation efforts to maintain high-quality customer records.
- Supporting Daily Operations Task via Fenergo,GLCMS,Intellect,T24,SME Prism Tools
- Coordinating and executing end-to-end User Acceptance Testing (UAT) for core banking and lending systems including FenX, SME PRISM, and T24, ensuring alignment with business requirements and system specifications.
- Participating in certification of functionalities post-testing and ensured sign-off from dept management prior to production deployment.
- Working closely with cross-functional teams (Product, Tech) to resolve test defects and ensure timely go-live of releases.
Analyst, Data Migration and Remediation
ADECCO
02.2022 - 05.2022
- Provided operational and data quality support to the KYC team for ensuring data perfection within the CLM (Client Lifecycle Management) platform.
- Supported remediation projects targeting data gaps.
- Reviewed and updated critical client attributes.
- Coordinated with concern teams to resolve data discrepancies and ensure timely remediation.
Senior Operation Analyst
Naqleen CO Liited
05.2017 - 01.2022
- End to end management of Customer service for Shipments via Air and Sea.
- Responsible for maintaining TAT and communication with government authorities.
- Maintain complete details of shipment in CRM application for further inventory purpose.
- End to End Building Customer Relationship with detail understanding of Customer Requirements.
- Providing Service within agreed SLA.
- Counselling customer with different service offered by organization with best match to his needs.
- Understanding the problem statement of Customer and providing best possible solution.
- End to End Co-ordination.
- Communication with customer representatives and tracking complete detail of same.
- Communication with overseas forwarders and adherence to policy and procedures of particular nations.
- Internal process alignment to make sure customer service is not impacted.
- End to End data maintenance in CRM software.
- Tracking of order till final delivery with respective communication links.
- Daily End of Day reporting of status to senior management.
Operations Analyst
Orient Technology Pvt Ltd
01.2012 - 04.2017
- Customer Onboarding and Maintenance of Corporate and Business Banking Client.
- Responsible for Clients Data and document verification as per policy and procedures along with details screening.
- End to End Customer Documents management.
- Detail KYC and Screening of Customer.
- Periodic Review based on Risk Rating.
- Data Migration and Testing.
- Operation Representative in data validation and verification.
- UAT test result verification and certification.
- Participated in Process alignment and improvement.
Project Co-ordination and Support Lead
Allied Digital Services Ltd
01.2008 - 01.2012
- Managed technical support team for providing hardware and software support to users.
- Level 2 SPOC of escalations.
- Handled critical issues such as data base crash or functional upgrades.
- Daily weekly and monthly reporting to senior management on overall user support tickets.
- Monthly reporting on inventory and cost.
- Weekly and monthly reporting on sales lead and conversion.
Education
Bachelors -
Arts
Diploma - undefined
Computer Hardware & Maintenance
Timeline
Senior Officer, CCB &IB, Account Maintenance
First Abu Dhabi Bank
08.2022 - 08.2025
Analyst, Data Migration and Remediation
ADECCO
02.2022 - 05.2022
Senior Operation Analyst
Naqleen CO Liited
05.2017 - 01.2022
Operations Analyst
Orient Technology Pvt Ltd
01.2012 - 04.2017
Project Co-ordination and Support Lead
Allied Digital Services Ltd
01.2008 - 01.2012
Diploma - undefined
Computer Hardware & Maintenance
Bachelors -
Arts
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