1. Worked in HSBC from April 2007-till Oct 2014 under Entity Maintenance under their Business
Risk & Control - Secondary control Team as
Assistant Manager- (Mainly Individual contributor role, and team handling role when
required mainly with respect to overall quality improvement of operations & projects
team)
Main work involves but not limited to
 Quality checks on the approved items by Analysts/Approvers based on random
sampling from either Projects/Operations Team .In doing this have helped in reducing
any gaps in understanding between the teams
 Helped in reduction of concern areas by researching and helping teams with useful
links for validating entities ,thus helping in reduction of supporting documents needed
and subsequently resulting in faster turnover time
 Regular work comprises the entity creation/amendment request is authentic and not
in the exceptions list of regulators. Maintenance/creation of entity records in terms of
any amendments required from various departments majorly from
KYC,CLG,CREDITS,FUNDS ,client onboarding teams
 Highlighting the discrepancies issues if any in terms of procedures and practices.
Providing feedback on a regular basis to ensure that common findings are not repeated.
Was able to bring down the number of relevant documents needed to validate entity
without compromising on the content ,ensured in team overall higher turnover time
and lesser errors helping in achieving higher quality for the site
 Ensuring common understanding of the work through coordination with training,
operations, management and change team. Understanding and highlighting any risk
associated with the way the current process works and act as a consultant. The simple
way this was achieved was to reiterate on going through procedure /email updates to
the teams and following up with training team to keep the procedure link updated. This
ensured clarity and reduction in feedbacks
 Providing inputs to operations and projects team (Bangalore &KL) for reporting and
highlighting the concern areas.
 Working on Business Information Sites - Hoovers, Bankers Almanac, Lexus Nexus,
Mint and independent web sites like Bloomberg, apart from Government/Regulatory
websites across global regions to source mandatory customer data and information
 Experience in Regulatory data enrichments projects relating to
DFA,FATCA,EMIR,HKMA thus helping bank to report correct information to regulators
and reduce incidents of fraud,anti-money laundering, tax evasion
 Ensuring clear desk requirements and ensuring data retention matrix is followed
 Working under agreed SLA‘s and prioritizing and Queue management to ensure no
item breaches SLA work is delegated appropriately as and when required. This was
achieved by ensuring generic mail box was actioned and updated with comments saying
WIP .This helped in reducing the time taken ,as sometimes same mail was being picked
and worked by two different persons without each other knowing the same
Achievements:
Involved in correcting the misreporting of the exposures of the bank globally by remediating

2. and analyzing the correct owner subsidiary relation by highlighting the discrepancies and
reporting to the respective regions and Group Relationship managers. This helped in reduction
of incorrect exposure and helped in correct reporting to regulatory bodies
Remigration—Helped in remigration of an existing process related to downstream system
and ensure its BAU with respect to Operations team
Worked under HSBC Direct UK (Phone Banking UK-Retail and small business)
 Attending to banking queries and transactions & working on multiple process queues.
Handling customer requests and escalations/complaints and ensuring first point of
resolution and escalating unresolved queries on case to case basis.
 Recognizing customer needs and future requirements , advising customers as on a
primary level in keeping their finances in order and suggesting possible solutions to
keep their accounts healthy
 Coordinating with the branch, back office and various departments to ensure single
point of contact as far as possible.
Achievements:
Was selected for HSBC Elite 50 based on performance to drive additional sales and
improved customer experience which helped to help achieve the site target on a priority