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Driven to achieve desired results in a culture of continuous improvement. Strong will to work independently in an environment
of change, challenge, multile deadlines and priorities. Have extensive experience of Business operational matters and is
passionateabout supportingindividulas and business to excell.
Results oriented professionalwith exposure to collections and sales with the ability to leverage skills and capabilities in the
Establising and implementing goals and objectives
Decision making in a pressured environment
Sharing knowlede and expertise in a highly professional manner
Proven success in leading teams, enhancing customer experience and meeting business objectives.
Successful in having a motivated workforce by inducing team engagement activities in the department.
Result oriented analytical skills with the ability to analyse and interpret information and use it for thesuccess of the team.
INTERNATIONAL WORKEXPERIENCE ( Oct’15– Dec’15)
Worked at HSBC Singapore for a span of 3 months (Oct’15 to Dec’15) in the capacity of AVP- Operations supportingtheCredit Risk teams.
Recommended and implemented changes to performance management
Disciplined teams on Work Force Management system – schedule adherance
Analysed workforce capabilities and drafted plans for upskilling using various coaching techniques
Implemented various audits for compliance and enhanced Customer Experience
Drafted and rolled out peoplemanagement activities for motivated workforce
Successfully increased productivity and effeciency of the workforce
PROJECTS & MIGRATIONS
Have been part of Customer Engagement Model (CEM) project from India along with the global group. Rolled out CEM in amongst the
identified employee group and prepared an maintained theprogress on various excell trackers to check on the success rate. The project
aimed at improving customer experience while managing credit risk in themiddle east.
Migrated Premier Collections from Dubai (Middle East) and the team went BAU (business as usual) witin a span of 1 month. Was proactive
in drafting the Process Noteand additional policies required smooth functioning of the Premier business. Prepared the quality guidelines for
assessing thework of the Premier team.
PROFESSIONL EXPERIENCE ( Nov2015 - till date)
1. HSBC – HDPI (VIZAG)
Employed with HSBC – HDPI Vizag, since Nov 2005 and July 2008 as Assistant Manager Operations for Credit Risk
Portfolio (Card and Retail & Premier Services). Responsible for meeting all statutory and mandatory requirements
associated with operations and for working within theframework of the company’s core values as well as promoting its
ethics and mission statement.
Proven track record of achieving and managing a team to exceedtargets.
Always ensured to have transformational conversations individually with theteam members to unleash their
greatest motivations on the job. This had helped not only to maintain a motivated workforce but meet the
business objectives month on month.
Ability to engage and influence stakeholders.
Proven succesful in stakeholder management – both internal and external. Ensured team members are involved
in any recommended changes i.e. performance, policies, rewards, etc to incerase their level of involvement and
importance. Open communication and continious engagement with the business partners helped in not just
increasing credibility but also in influencing them for any business related changes.
Training up newand existing staff as required
MOScertified in skilling staff for successful business and efficient workforce. Instrumental in coaching team
members on a daily basis based on therequired skill for better customer experince , better work safety practices
and productivity improvements.Work closely with the central team to devise production reports on time timely
basis for the staff to keep a check on their performance and department as a whole against the set PLA’s.
Piloted CEM (Customer Engagement Model) and was successful in implementation. Deliver sessions on
upskiling employees for improved performance and self development.
Introducing new policies andprocedures
Being a lead for “Face of the customer” had the platformto lead theglobal group (Cairo, Hyderabad, China,
Malaysia, Phillipines, Australia) and directly interact with business partners and discuss the relevance of the
existing policies and procedures in thecurrent scenario. With positiveand continous interaction was able to
change 13 policies and procedures for better business sense.
Managing change to meet business requirements.
Effectively managed change by gaining buy in for the changes from theteams. Involved the staff in the design
and implementation of thechange as much as possibleas it would help in having peopleready to adapt to the
changes. Always communicated openly and tranparently about thedevelopments about thechanges business
has been working on to ensure staff as aware and ready for it.
Maintaining & developing good employee relations.
Manage a diverse group of 19 CSE’s and a Supervisor ,overshadowing an assistant manger by establishing a
relaxed environment where everyone can share their opinions and views. Delegate work to team members who
aspire to grow so as to motivate and help them improve their skills.
Ability to plan, organise and prioritise workload.
Hands on experience in prioritizing and scheduling high priority activities so as to process and synthesize
information within the given time. This helps in preserving time for contingencies like meetings with the
business area, management meetings and also for supportingunderperformers with extra coaching. Worked on
Capacity planning and forecasting of resources to ensure smooth functioning of the business and also to achieve
Excellent attention to detail.
Ability to visualize, gather information, articulate, analyze, solve complex problems, and make decisions. This
helps to keep productivity and other areas of workforce function smoothly. Responsiblefor drafting
performance ratings for all the employees in thedepartment basis the complete years performance and calibrate
the same with theentire management including the higher management for consensus.
Strong skills in the areas of communication andpeople management.
Ensure high level of motivation exists in thecollection workshop on a daily basis using various strategies. Fun
activities, team outings and recognizing individuals with outstanding performance at various platforms. Have
regular meetings with agents to check if complaints or grievances exist
Compliance and regulations (including Sanctions & PVC’s):
Ensure agents work on their collection strategies within in the compliance and procedural standards. Keep a close
check on their working procedures to ensure there are no regulatory violations. Working closely with the
compliance team from business area to effectively handle sanctions realted customers and also Potentially
2. ACUSERV Pvt. Ltd
ACUSERV Pvt Ltd was a third party call centre dealing with sales of different products and services by creating a Value
Proposition for U.S. based customers.
Worked in the sales portfolio of online yellow pages and mortgages for U.S. based customers with a track record of being the
best salesman in thedepartment.
Handled themortgages team and was instrumental in increasing the sales comparatively.
Worked closely with the loan approvers to ensure proper closing of the mortgage sale.
EDUCATION AND PROJECT
Post Graduate Diploma in Business Management with speciazation in Marketing and Human Resource Management.
AICTE, New Delhi
Bachelors in Commerce.
Intermediate from S. E.Rly School , Kharagpur (W.B)
ISC, New Delhi
from St. Agnes Convent , Kharagpur (W.B)
ICSE, New Delhi
Worked on a project based on Consumer Preferences for GCMMF (Gujrat Co-operative Milk Marketing Federation) on Amul
AWARDS and ACHIEVEMENTS
Provided opportunity for overseas assignment – Singapore for a period of 3 months in 2015.
Nominated for Business Leader award 2014 – 2015.
Finalist of elite 100 Club for HSBC group in 2010.
Bagged Team of the month award five times in the year 2010 and thrice in the year 2011(Q1).
Awarded AMO Super Star four times in the year 2013-14 and also thrice in 2015 and in April 2016.
Team of the quarter (Q1& Q4) 2010
PROFICIENCY IN LANGUAGES:
Proficient with the business language - English
Hindi, Telugu and Bengali.
Travelling to new places.
Listening to music.
Interacting with people.
Date of Birth : April 4th
Address: Ganesh Nivas, Flat # B3, Akkayapalem, Vishakhapatnam.
I hereby declare that the above information provided is correct and true to the best of my knowledge.
Place: Vishakhapatnam ( Anuradha Bhardwaj)