Manager Operations
HSBC Group Service Center
Total years of experience :12 years, 1 Months
• Team leadership, Process Improvement, Migration, Workflow Planning, Contact Center Operations
• Strategic planning & Organizing
• Training, Development and Coaching
• Resource Management, Change Management and scheduling
• KYC, Customer Due Diligence, Remediation, Periodic Review
• Project Management
• Business Information Risk Management
• Cost effective budgeting, Resource allocations, Business and Action Plan Creation
• Lead a 13-member team and 5 Quality Assurance Analysts to provide second level support for end to end client on-boarding/contact center operations
• Handle escalations & conduct checks on work items - Call monitoring, Work item audits
• Call Coaching and Develop team members to sustain and improve performance
• Generation of Management Information for site & Global Reports for Business heads
• Identify opportunities to re-engineer the process and improve quality / efficiency
• Ensure adherence to Audit and Compliance Requirements & implement checks and controls in place to negate breach of policies / procedures.
• Onsite migration of Cross Border account opening process from the United States and Canada to GSC Bangalore
• Facilitated and delivered training to GSC team on process, queues and core banking tools
• Responsible to meet and exceed published standards for SLA and Average Handling Time targets consistently
• Deliver high quality customer driven service which provides customers with a positive view of HSBC, and meets their expectations in terms of accuracy, timeliness and professionalism
• Played various role as customer service executive, complex clerk, complaints clerk and process specialist
• Demonstrated best judgment in the disbursement of fraud refunds, adjustments and credits, always had exceeded on fraud saves and bagged appreciations from higher management.
• Handle escalated calls, complaints, and service failures
• Recognized, documented and alerted line manager of trends in customer calls and type of fraud to help in fraud tend analysis
• Liaise with the chargeback and Special Investigation Team to drive Fraud Saves
• Responsible for the management of call-center operations
• Responsible to meet and exceed published standards for SLA in lead generation and conversions
• Understanding and disseminating project specifications to all team leaders
• Participate in the planning and implementation of production plan
• Preparing daily workloads, staff rota & daily allocation of work
• Analyze and Process Broker Price Opinion forms updated by our representatives.
• Quality checks if the evaluation accurate and meets standard operating guidelines.
• Co-ordinate with our representatives and Client services to ensure the appraisals and listing checklists are updated and uploaded accurately and timely
• Interact with our representatives to understand their concerns and educate them on resolving complex situations.
• Meet and exceed sales targets for Capital One Credit Card sales and conversion percentage, staffed hours and call volume
• To provide consistent quality customer support to US credit cardholders. To listen and comprehend customers’ needs to provide required assistance and take ownership to resolve customer inquiries and concerns.
• To provide customer support meeting all SLA's in means of quality and average handling time