Balaji Krishnan, Manager Operations

Balaji Krishnan

Manager Operations

HSBC Group Service Center

Lieu
Émirats Arabes Unis
Éducation
Baccalauréat, Finance
Expérience
12 years, 1 Mois

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Expériences professionnelles

Total des années d'expérience :12 years, 1 Mois

Manager Operations à HSBC Group Service Center
  • Inde - Bengaluru
  • février 2015 à janvier 2016

• 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

Assistant Manager Operations à HSBC - Group Service Center
  • Inde - Bengaluru
  • mai 2011 à février 2015

• 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.

Training Implementation Member à HSBC Bank PLC
  • Etats Unis
  • novembre 2009 à avril 2010

• 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

Customer Service Representative à HSBC - Group Service Center
  • Inde - Bengaluru
  • juillet 2007 à avril 2010

• 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

Supervisor à 365 Media Pvt. Ltd
  • Inde - Chennai
  • mai 2005 à juin 2007

• 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

Quality Reviewer à First Indian Corporation Pvt. Ltd
  • Inde - Bengaluru
  • décembre 2003 à avril 2005

• 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.

Senior Customer Service Reresentative à Msource India Pvt Ltd
  • Inde - Bengaluru
  • janvier 2003 à décembre 2003

• 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

Éducation

Baccalauréat, Finance
  • à Dr. Bhim Rao Ambedkar University
  • août 1997

Specialties & Skills

Lead Generation
Phone Sales
Microsoft tools
Customer Service
Effective Time Management
An assertive, well-organized self-starter with demonstrated administrative skill
Good organizational skills
Project Management
Proficient working in MS office tools
Interpersonal Skills
Client On-boarding / Retention

Langues

Anglais
Expert
Tamil
Langue Maternelle
Malayala
Moyen

Formation et Diplômes

Compliance foundations (Formation)
Institut de formation:
HSBC Bank PLC
AML & Sanctions (Formation)
Institut de formation:
HSBC Inhouse
Business Writing (Formation)
Institut de formation:
HSBC Bank PLC
Information & Security Risk (Formation)
Institut de formation:
HSBC Bank PLC
Selection & Recruitment Accredition (Formation)
Institut de formation:
HSBC Bank PLC
Operational Risk Management (Formation)
Institut de formation:
HSBC Bank PLC
Security & Fraud Risk (Formation)
Institut de formation:
HSBC Bank PLC

Loisirs

  • Percussionist
    Play Drums and Cajon
  • Western Classical Guitarist
    Awarded Grade One Distinction from Associated Royal College of Music, London