Sanu Thomas

Managing service delivery to various business functions within the HSBC bank for Access Management domains Infrastructure Security support, Operational Risk & Audit Management, internal Projects Team & Background Investigations (Pre-employment checks).
People Management responsibility for 100+ staff working within Security and Fraud Risk operations.

• Process and People management across the platforms of Access Management domains, Infrastructure security teams & staff vetting teams.
• Leading the Best Place to Work & corporate sustainability initiatives for the Bank.
• Project management, involvement and oversee migrations from onshore to offshore.
• Support and initiate sustainable saves projects to run the bank from Global Service Delivery perspective.
• Managing key stake holders, involvement in the operational activities and ensuring the PLA/SLA are adhered to by the teams at all the times.
• SPOC for the S&FR Business Continuity Plan and Contingency Risk, strategy and testing.
• Recruitment lead for Security & Fraud Ops business.
• Perform Risk assessment for existing & new processes in the endeavor to mitigate the operational risk.
• Driving the change and governance structure within SFR operations covering people, process, training, risk & compliance.

Onshore Visit- United Kingdom.
As a part of an Onshore exchange program held during Aug-Sep '10, I had an opportunity to travel to the U.K for a short time assignment. The exposure helped me to have hands on experience by closely working with Onshore teams like Incident, Problem, Project Management teams along with the business partners.
This also helped in sharing the best practices to strengthen the relationship between Onshore and Offshore Teams.
PROFESSIONAL EXPERIENCE

➢ Designation - Assistant Manager - IT Service Desk Operations. (2007 - 2010)

Job Description: Leading and a dynamic team of Service Desk professionals supporting HSBC Bank Plc operations in the U.K., Dublin & Poland Managing including the Retail Business, Head Offices, Central and Global Processing sites across the globe.
Frontline team is responsible to identify and resolve technical and complex issues on a day-to-day basis, escalating if required to the relevant support areas and senior management, Accessing impact across the entire user base and prioritizing delivery of service accordingly. This can involve global /regional issues, Identify potential issues which may have service disruption to the Bank and escalate to the relevant support areas in a timely manner, follow the Incident lifecycle till the resolution.
Job Role
People Management: ➢ Managing a team of 18+ members, ensuring that the desks PLAs are met on a daily/weekly/monthly basis.
➢ Implement initiatives such as team games & team building activities, to motivate the team ensuring a healthy environment is maintained at work.
➢ Responsible for team's performance management, conducting monthly, half year and annual reviews.
➢ Publish daily/weekly & monthly dashboards for the agents and desk on PLAs against achievements, running that through the business partners and senior management.
➢ Planning and implementing PDPs (Personal Development Program), for team as a part of career progression.
➢ Preparing Attrition report, PLA metrics, Accolade & Compliments, Training gap analysis and error reduction for the team.
➢ Identifying Hi Pots in the team, planning and executing their career path to ensure that tenure analysts are motivated as well as prepared for the competitive technologies within the organization.
➢ Brainstorming and encouraging the team to submit their process improvement ideas, which are closed as process improvement ideas, quick fix, solution and Six Sigma programs.
Incident and Problem Management: ➢ Liaising with Incident Management Team on a daily basis related to the service disruption incidents that are raised by the service desk till resolution.
➢ Coordinating between the Incident and Problem management teams, to identify the root causes and apply fix.
➢ Working closely with various 2nd line teams to ensure that ticket is picked up swiftly and resolved.
➢ Attending Crisis calls for Major Incident Reviews.
➢ Data crunching to identify top call drivers, improving rapport with various 2nd line teams who support the Infra-structure, Networks & Security within the group.

Floor Management: ➢ Managing floor activities like Daily Devotions, Team meetings, Facilitating Training.
➢ Handling customer live escalations, and providing accurate resolution to maintain end customer satisfaction.
➢ Business Continuity Planning and Management for the desk and site.

Knowledge Management: ➢ Knowledgebase Ratification - Frontline team is encouraged to follow the knowledge base to have a standard approach towards the quality/procedure and technical skills, to ensure that its achieved, building up a strong knowledge base system by reviewing them on timely basis.

➢ Involvement in documenting new procedures/process flows for the frontline teams to follow ensuring a fast resolution and FCR to the individual and desk.
➢ Publishing Knowledge Usage MI and various dashboards, encouraging the team use the knowledgebase and helping them in knowledge transition.

Quality & Projects: ➢ Attending weekly review meetings to familiarize with new projects and roll outs, keeping an eye out for any outage caused by the changes and report them as appropriate.
➢ Liaise with Quality teams onshore/offshore to ensure that there is a proactive approach in improving customer satisfaction.
➢ Working with various teams within the service desk in reviewing the OLAs for Release Management, Install moves and Change (IMAC), desk side support, IT Security and Business Application teams.

Hiring and Recruitment: ➢ Hiring & Recruitment through IJPs and External Hires.
➢ Teaming up with HR, conducting mass recruitment via walk-ins and Recruitment Drives

➢ March 2005 - March 2006 - Hewlett Packard Global Services Pvt Ltd (HP) - Bangalore.
Designation - Technical Support Engineer

Providing full fledge Technical support for Win 98, Win ME, Win XP and Media Center Edition PC's. Including all the series of Desktop's from HP Pavilion and Compaq Presario computers.
Providing Customer's all type of telephonic end o end support (Hardware and Software)
Gained an opportunity to understand the Technicalities of the software's used for the Modern PC's. This offered me a Key Performer Rating for the yearly appraisal.

➢ April 2004 - Feb 2005 - IBM Global Services Pvt Ltd - Bangalore.
Designation - Customer Service Associate

Worked for one of the leading Credit Rating Company in the world Dun & Bradstreet.
Interacting with the Proprietors & Chairpersons of small and big Business. Explaining new Business strategies and Risk factors was one of the key job objectives.

➢ Sep 2000 - Nov 2002 - Alpine Computer Solutions - Hyderabad.
Designation - Web Designer

A leading web designing company targeted and catering towards all major corporate companies in twin cities.