product consultant
Royal Bank of Scotland and HSBC
Total years of experience :12 years, 1 Months
Managed transition of the call center resource management function
CUSTOMER SERVICE AND SALES.
Job mandates: - Senior Manager and the responsibilities included: Operations, work flow management, customer service,
recruitment, quality and training, compliance and risk and special ad-hoc projects.
PROJECTS
Participated as part of the PMO in a complex integration project of two international banks. Integration scope involved
portfolios with gross asset value of US$1.8 billion, 1.1 million customer relationships (supported by 1800 employees) and
31 branches in the network.
Successfully established contact center integration project in HSBC, Kazakhstan.
Lead project coordinator for a customer satisfaction program, aimed at delivering superior contact experience through
centers in Europe and South Asia. The program was recognized in the prestigious HSBC Technology ‘Platinum League
awards’.
Managed customer segmentation programs, across the department, to aid premium service differentiation to a paying
customer base.
Led a project integrating quality and complaints process across two business areas, India and UK with vastly different
technological and regulatory compliances.
Handled projects to improve and develop continuous learning program for experienced customer service representatives.
Executed projects that included contact center solution design, contact center build / improvement programs, operational
transition, site migration, cultural transformation, quality management, speech self-service and dialer implementations.
PROFILE
Proficient in establishing project governance, executing a well-defined project plan, identifying the key milestones and
assigning responsibilities/resources.
Initiated lean projects to identify process efficiencies and opportunities for automation and cost savings.
Operations
Implemented change management strategies to steer the teams through a period of significant business changes.
Responsible for implementation of contact center KPI's and processes; reporting on contact center statistics, and presenting
these to the executive management.
Recognized as a subject matter expert and hand-picked for international secondment roles to set up resource management
and work flow function for two new sites in Malaysia and Bangalore (300+ FTE at each site).
Led a team of analysts to manage service levels, forecast future requirements and adjust call queues according to business
demands.
Designed and implemented ‘Early Warning System’ as a tool for staff retention
Developed career pathways for the team, encouraging a culture of personal and professional development.
Coordinated department wide succession planning, developed through individual coaching and personal development
preferences
As a process quality incharge deployed solutions to retain dissatisfied customers through call backs, effective complaint
investigation and resolutions which included supporting 3 sites and managing 700 employees
Led a team of quality control officers who implemented initiatives to promote excellence in customer service.
Led audit teams to ensure department’s compliance to financial services authority (FSA, UK) guideline, compliance to
Sarbanes-Oxley- 404 (SOX, USA) and Anti-Money laundering.
Coordinated the departments’ preparation for external audits, working closely with stake holders.
Responsible for Business Continuity Testing for partial or full closure of the contact center.
Assessed impact and risks of new and improved processes of operational areas, which included effectively monitoring and
reporting the impact before and after implementation.
Password management, enabling customer access, error code resolution, minor technical trouble shooting, setting up of
secondary security authenticating devices, were primary objectives of the of the team’s operational goals.
Proven ability to handle complex and ambiguous scenarios requiring coordination with the multiple internal business units
globally, to ensure timely resolutions of customer concerns.
Responsible, in corporate finance division, to define standard operating procedures between cost centers, developing a web
based application using activity based costing. The profile also included training end users, collecting feedback, handling IT
procurement requests, maintaining receivables journal miscellaneous management information, and designing the next version
of the web based application.
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