1. Sayed Hassan
Mobile: + 91 7893089797, E-mail: itssayed@gmail.com
PUBLIC
Profile
Proactive and Industrious Professional with more than 13 years of experience in the Retail Financial
Services Domain; Extended expertise in implementing Coaching/Training programs and managing
Quality/Training functions & Customer Satisfaction Insights; Sound understanding of various measures of
Customer Satisfaction, compliance norms mandated by Financial Service Authority of UK and arbitration
of executive complaints in line with UK regulatory guidelines.
Core Competencies
Occupation Chronicle
HSBC Electronic Data Processing (India) Pvt. Ltd
February 2013 – Present Operations Manager , Contact Centres
Lead the Training, Academy, Quality and Workforce Management functions supporting a 800 strong
contact center that caters to 3 major geographies
Responsible for end-to-end Headcount management including capacity planning, recruitment and staff
billing
Own the New Hire Onboarding process from Recruitment to Operations journey , facilitation the delivery
of work class technical training interventions covering process, language, sales and customer service
skills
Lead the revamp and redesign of the Global process training curriculums for teams supporting UK, India
and Middle East processes
Lead the successful rollout of various Customer Experience initiatives in the HBME AND HBEU regions
Network and collaborate to build lasting business relationship with key stakeholders/net promoters
across UK, Middle East, INM and UK Retail Banking and Wealth service simultaneously influencing the
detractors and convert them into promoters
Leads the People Development and Talent Management governance for the Hyderabad I site deploying
various talent retention and skill builder initiatives
Customer Experience
Management
Contact Centre Trainingand Design Regulatory, Complianceand Operational Risk
Stakeholder Relationship
Management
Operational Management Corporate Communications
CoachingSolutions Design ComplaintManagement Quality Assuranceand Improvement

2. Sayed Hassan
Mobile: + 91 7893089797, E-mail: itssayed@gmail.com
PUBLIC
HSBC Electronic Data Processing (India) Pvt. Ltd
May 2008 – January 2013 Manager – Customer Experience and Structured Coaching,
HSBC UK Contact Centres
Lead a transformational and sustained improvement in CSAT scores for the Global Service Delivery team
in Hyderabad and achieved an uplift of 3OO basis points in the measure in one year
Provide solutions design to reduce Dissatisfaction Levels across UK Contact Centre in Hyderabad through
implementation of Red Flag process and a suite of Knowledge Improvement interventions – the site had
one of the lowest Dissatisfaction performances across the enterprise in 2012, 2013 and 2014
Champion the usage of IVR Exit surveys within HSBC Direct and build a performance management
framework to reinforce its usage as a key reliable index of Customer Satisfaction
Design and deliver bespoke customer service and process training interventions across UK Contact
Centers in Bangalore as well as in Hyderabad, to improve customer experience measured on internal as
well as external C- SAT indices
Lead the UK Contact Center team in GSC Bangalore to achieves the Lowest Dissatisfaction (2%) across all
customer propositions in July 2010
100 Club Team Semifinalist for leading the Contact Centre Red Flag team in Q2, 2012
Winner of The Customer Service Award in June 2009, Managing for Growth Team Award in June 2009 and
the Quality Service Award in June 2008
HSBC Electronic Data Processing (India) Pvt. Ltd
January 2007 – April 2008 Manager-Learning and Development, HSBC UK Contact
Centers
Leading/developing a team of 7 technical trainers, catering to the learning requirements of a dynamic
and constantly challenging environment of a 500 seater Voice Process
As a Training Consultant to the Customer Experience Team, provided training expertise and logistics
support to improve the Site’s Customer Satisfaction scores
Deliver Operational Management Training Programs viz. Planning and Control, Bank Operational Core
Education Program – 2, Managing Standards etc., for audiences across various HDPI centers
Conducting training need analysis on a regular basis, designed process, language and soft skills training
programs in line with current business requirement and resource availability
Managed training relationships for HSBC UK Contact Centers, acted as the liaison between the Central
Training Team, Hyderabad and Business Area and designed/delivered Team Leader centric programs
Successfully setup and managed CIBM PM Helpdesk - a 24 hour email and voice based contact centre
project catering to Performance Management queries of 15000 Global Banking and Market employees of
HSBC Worldwide in September 2007

3. Sayed Hassan
Mobile: + 91 7893089797, E-mail: itssayed@gmail.com
PUBLIC
HSBC Electronic Data Processing (India) Pvt. Ltd
June 2003 – December 2006 Assistant Manager – Learning and Development , HSBC
UK Contact Centres
Managing a team of 15 Customer Service Executives in an operational environment, ensured adherence
to all Service Level Agreements
Conducted process, communication, cultural, coaching and sales oriented courses for over 1000
employees and managed transition/knowledge transfer of over 25 tranches
Design and deliver key management skills programs for Team Leaders and Managers’ across the
Operations
International Assignments–Training Migration
2004- HSBC UK Contact Centre Training - Edinburgh, Swansea and Hamilton
2013 - HSBC Retail Banking Incentive Framework Rollout – Hong Kong
Accreditations
2009 - Empathy Certified Trainer from Calcom UK
2013 - TOPSIM Universal Banking Programme- World #1 ranked game based management simulation
programme for bankers
Volunteer Experience
2004 - Earth Watch Volunteer to support research in Sri Lanka
Education
Bachelors in Science – Hospitality and Hotel Administration, IGNOU- New Delhi, 2010
Diploma In Business Analysis and Operations, Institute of Final Services, United Kingdom, 2008
Diploma in Hotel Management and Catering Technology,Institute of Hotel Management- Thiruvananthapuram, 2000