Senior Vice President & Team Lead- Global Payments & Cash Management
HSBC Bank
Total years of experience :23 years, 1 Months
• Responsible for leading and managing North & East India team oriented towards client management services, revenue retention, customer satisfaction and profitability and growth of Global customers example - General Electric- GE, Samsung, Huawei, Rolls Royce, UTC, Emaar, BBC, Genpact etc.
• Continuous review of client requirements and service expectations by conducting formal reviews to capture the VOC of senior stakeholders.
• Advisory involvement in key client planning, RFP/RFI with Global Banking RMs, Sales, Product solutioning to position full range of Cash Management.( Payments, Collections & Liquidity)
• Managing and working closely with key cross functional and cross regional/cultural stakeholders to ensure service & delivery to the current and evolving client expectations.
• Analyze and create business & data analysis and of updates, trends and risk with the relevant stakeholders on effectiveness of client experience projects and persistent areas of weakness.
• Commercialization of existing products and customize Payments and Cash Management offering to meet customer requirements and increase product penetration.
• Initiate lead and drive strategic client service projects across related areas like operations, IT etc to drive efficiency and effectiveness.
• People & talent management to ensure optimum productivity and engagement. Increased 88% productivity of the team over last 3 years with NIL attrition.
• Responsible for identification, monitoring and controlling of operational risk and loss .
Achievements :
GE(General Electric) consistently rating HSBC India as No.1 in their Service Scorecard across 13 banks in Asia Pacific .
Core lead for managing the roll out of new collections management system.
Key deliverables:
Working as Transaction Banking Manager- Corporate Banking
Product Delivery - Cash Management.
• Core member in Functional Designing and Implementation of
• Manage product delivery & implementation with key
stakeholders (e.g. Senior Management, IT, Operations,
Service, Risk, Treasury, Credit).
Strategic Initiatives- Service & Operations
• Strategic initiatives for improvement in Corporate Customer Satisfaction
Index and service levels for Corporate Banking Products.
• Design & Implementation of End to End work flow for efficiency and
accuracy in Trade and Cash Management operations, credit and service.
• Complete setting up of Corporate Customer Support Centre for service
delivery.
• Institutionalization & Monitoring of Service Score cards and KPI across
business units.
Achievements:
• Improvement of FGB Corporate Customers Satisfaction Index by 21% ( Dun and Bradstreet)
Customer Service & Operations Risk Management
Role : Manager - Corporate Services & Portfolio Management
• Service Delivery to the Key Corporate (GE, Motorola etc) and Institutional clients of the bank.
• Managing Relations with Key Customers of the bank & ensuring processing of the transactions ( Payments, Cash Management, Account Services etc) within SLA
• Customizing various products and services to suit customers’ requirements
• Reconciliations, accruals, budgeting, variance analysis and monthly reports for cost centres.
• Managing Operational Risk & Loss / Compliance for Customer Services Unit- India
• Portfolio Control & Management to ensure that credit applications are approved as per policy and process .Reporting Suspicious Transactions.
• Act as a first point contact in CSG- India for ORMA ( operational risk & management assurance) issues
• Monthly Key Control Self checks and internal audits for adherence to applicable Group and country policies
• KYC (Know your Customer) Activities and Documentation
Project Management & Quality Assurance -
Key deliverables:
• Quality Co-Ordinator for Standard Chartered Services - India.
• Improvement & Migration of Processes and systems to various locations
• Imparting Audio/visual training on Operational Risk requirements and improvements
• Prepration and analysis of various MIS at a Pan-India Level for Operational issues to be raised to BORG.( Business Operational Risk Group)
•• Providing inputs designing and improvements of the formats & dash board for operations risk review
Achievements : Implementation of new systems(Command - Complain Analysis and Diagnosis) across locations and setting up/revision of Department Operating Instructions for Standard Chartered Services - India
• Done Pan India ABC Analysis for Customer Service Group- Wholesale Banking
Operations Accounting & Analysis:
Role : Back Up OIC (Operations In Charge).
• Overall daily verification to ensure system hand over within TAT.
• Management /Projections & monitoring of cash flows & funds.
• MIS - Preparation of various monthly & adhoc financial reports .
• Reconciliation: Internal A/c’s and with customers.
• Trade Finance :Inland Bills & Forex Remittances ( Inward & Outward)
• Control housekeeping as per the 5 S techniques.
Role :Audit & Compliance:
• Internal & Concurrent: Co ordination with Internal & Concurrent Auditors
• System & Process Audit : Process audit to ensure compliance and to remove NVA from processes.
Role : Customer Service Manager
• Owning a set of High Networth Individual customers for services & advice.
• Effectively handling the issues / complains of the customer.
Role : Product Champion/Channel Migration Co ordinator & Quality SPOC
• Six Sigma Application to DD/PO process.
• Initiated 5 S implementation for housekeeping in branch.
• Channel Migration Co ordinator to ensure smooth migration of customer to internet &
phone banking and other electronic channels.
Achievements : Designed & implemented a SIPOC( process chart) for processes for delivery of consistent quality to customer within TAT.
Process Migration to reduce TAT
Financial Accounting & Quality Role
• Accounts Receivable : Invoicing, Debtors analysis, Reconciliation
• MIS - Preparation of various monthly & adhoc financial reports for the management .
• Analyzing movement of Accounts on monthly closing concept…
• Core member for Migration of Accounting process from Hyderabad to Gurgaon
• Functionally designing and implementing the Employee Sub Ledger system in Oracle and Developer 2000
• Key member in Black Belt Quality Project
Relationship Management & Other Roles:
• Relationship SPOC for all corporate card related matters with SBI Cards
• Co ordination with Financial Planning and Analyst for various reports and data.
• Co ordination for Internal & External audit with Auditors.
• Taking training sessions across the locations.
• Accounting Software: Oracle Financials. Worked on the following Modules -
• Accounts Payable, Account Rec; & General Ledger. With basic knowledge of SQL
Achievements : Implemented the Sub ledger module of Oracle Financial across locations
1st Division