Consultant
Epsilon Global Consulting
Total years of experience :18 years, 9 Months
HSBC Client management Due Diligence
Handled Banking Middle office role for HSBC Kuwait’s Global Banking Division.
Accountable for the KYC remediation project.
Played the pivotal role in the KYC remediation exercise by coordinating with offshore team members and onshore stake holders like external clients, compliance and Relationship Managers
Handled end client relationships in advising the regulatory process and documentation required for the KYC.
Engaged in the ‘proof of concept’ process, which played a vital role in winning the deal.
Involved in setting up operations team including recruitment, training and transition.
Played the pivotal role in documenting the procedures and process manual for the work flow tool - RaaS (Remediation as a Service)
Management of the 28 member team consisting of associates, Quality Analysts and Management trainees.
Responsible for achieving SLAs in productivity and Quality.
Dashboard calls with the client to update the progress of the project.
Visited Citi Bank, USA at the start of the process to ensure smooth transition.
Perform Quality check on KYC profiles.
Two teams are aligned to me from a quality standpoint.
Designated as the subject matter expert, responsible for resolving complex queries thus reducing the number of the queries routed to client/onshore and compliance.
Identify training needs for the team and conducting refresher sessions as and when necessary.
Identify gaps in procedures and ensure that the issues are resolved by seeking guidance from Onshore/Compliance.
Chair regular meetings with the business and compliance to facilitate good communications and resolve KYC procedural issues.
Actively involved during the development stage of GCOS (KYC work flow tool
Manage a team of 13 Quality Assurance Officers.
Responsible for the overall productivity and quality of the team.
Closely partner with stakeholders on procedures projects and deliverables.
Handle escalations and act as SME for the team.
Act as the SPOC to liaise with client and compliance with regards to process related queries and escalations
Prepare Management reports, daily plans, allocating work and constant monitoring of the progress with sharp focus on the project deadlines.
Identify bottlenecks and execute process improvement ideas.
Additional responsibilities include recruitment and training of new recruits.
Handled inbound calls from HSBC bank’s UK customers.
Cross selling of various products like Bank accounts, savings accounts, student accounts, credit cards, mortgages, loans etc.
Analyse the credit rating, Transaction patterns and behavioral score of the customer to offer suitable products.
Adhere to the Data Protection Act to prevent any deviation of procedures related to customer accounts by following the necessary verification procedures.
Transition Experience
HSBC, Malaysia (2011)
Travelled to HSBC Malaysia for 3 month to standardize the KYC process of Corporate Trust and Loan Agency (CTLA).
Identified the gaps in understanding and trained the team to bridge the gaps.
Implemented the best practices which were followed by the Bangalore KYC team.
Coordinated with the Onshore and Offshore management and initiated meetings to update the progress.
Based on my final report, Management has decided to move the process to India.
Traveled to Citi Bank, USA to ensure smooth transition of the KYC process.
Acted as a liaison between Citi team and the two centers of Genpact, Bangalore and Krakow.
Conducted Failure Mode and Effects Analysis (FMEA)
Presented details about the organization structure, work flow tool and plans regarding resources and timelines to complete the remediation project to Citi Bank’s leadership