1. Vijay Gopal
Mobile: +91 9686696915; E Mail: vijaygopalkrishnan123@gmail.com
Looking for a management position where I can effectively utilise my 14 long years of experience in
managing people and thereby enabling me to make a positive contribution to the organisation.
Professional Profile
 A competent professional, Three years Diploma in Hotel Management from Institute of Hotel Management and
Catering Technology, Lucknow, India in 2002.
 Currently working as Manager Small Business Banking in ANZ.
 Previously worked as Assistant Manager Operations in HSBC EDPI.
 A flair for adopting emerging trends and addressing industry requirements to achieve organizational
objectives and profitability norms.
 Possess excellent interpersonal communication and organizational skills with proven abilities in team
management, customer and client relationship management and planning.
 Abilities in handling multiple priorities, with a bias for action and a genuine interest in personal and
professional development.
Organisational Experience
Presently working with ANZ since August 2013
Role: Manager Small Business Banking and Asset Finance
Key Responsibilities:
 Monitor governance and control around credit discretion usage by staff on a daily basis. Ensure daily connect with
stakeholders to ensure seamless capacity and optimum utilisation of resources.
 Work Flow Management and resource planning for the business ensuring optimum utilisation of resources at all times.
 Implement controls for Lending, Operational Losses and Customer Complaints in the department thereby reducing the
operational risks and unsecured lending within the process.
 Ensured compliance to all HUBS, process regulatory requirements. Create a safe environment to ensure sufficient
controls and checks are in place to mitigate risk and any exposure.
 High people engagement and attrition management. Create a participative work environment and thereby facilitate
Change Delivery thereby maintaining attrition levels below the targets set by the process.
 Maintain daily MIs for the process and ensure timely reporting.
 Monitor Risk assessment matrices for the business and provide inputs as per the control matrix. Identify risks involved
in the operations & develop appropriate business solutions to mitigate it, resulting in sustainable cost savings for the
department and process.
 Planning and forecasting volumes and reviewing productivity and efficiency targets.
 Currently handling team of 28 FTE.
 Call monitoring and coaching for staff for performance improvement and business excellence.
 Reviewing credit decisions.
 Involved in driving automation anywhere.
HSBC EDPI - November 2006 and August 2013
Role: Assistant Manager Operations
Key Responsibilities:
 To acquire broad understanding of processes assigned, being able to monitor queues & allocate work on a daily basis
to team members & deliver excellent customer service in line with the business goal & PLAs.
 Monitor Risk assessment matrices for the business and provide inputs as per the control matrix. Identify risks involved
in the operations & develop appropriate business solutions to mitigate it, resulting in sustainable cost savings for the
department and process.
 Work Flow Management and resource planning for the business ensuring optimum utilisation of resources at all times.
 Implement controls for Unsecured Lending, Operational Losses and Customer Complaints in the department thereby
reducing the operational risks and unsecured lending within the process.

2.  Ensured compliance to all sites, process regulatory requirements. Create a safe environment to ensure sufficient
controls and checks are in place to mitigate risk and any exposure.
 High people engagement and attrition management. Create a participative work environment and thereby facilitate
Change Delivery thereby maintaining attrition levels below the targets set by the process.
 Developed a tool called EWS (Early Warning System) that helps in attrition tracking and management which was
implemented within the process.
 Reviewing the Release of Fund process for the business through Outsourced Solicitors and implemented the
Assessment matrix output, this further reduced and minimised operational losses and customer complaints within the
process.
 As learning co-ordinator for the mortgages developed need based coaching and learning modules for the executives
for developing multi skilled work force for cross utilization within the processes for optimum efficiency.
 Managed the Systems migration (Kana Mailing System) to Kolkata from UK. This involved Client interfacing and
relationship building.
 Actively involved in both Performance and Service level agreement discussions with the business for the process.
 Actively involved in preparation of System access matrix for the department in line with system requirements and
getting approval through business.
 Involved in department risk controls implementation, auditing and preparing the structure chart in terms of the audits.
 Involved in preparation of the quality deck along with error analysis for the Mortgage operations, which is used as a
briefing pack for all the operators and awareness in terms of improvements and action plans around the same.
 Currently handling new migration and business with a team of 16 FTE. Involved in preparing the performance
dashboard, ensuring migration documents are signed off and in place.
ITC Sonar Bangla Sheraton and Towers - November 2002 and November
2006
Role: Butler Service Executive
Key Responsibilities:
 Compiling menu engineering and popularity analysis reports.
 Prepare Guest Investigation Report for the department based on guest feedback
 Managed the guest amenities cell and the VIP lounge.
 Assigned for delivering Professional Butler and Guest Services to high profile guests
BARISTA Coffee Company Limited - May 2002 till November 2002
Role: Junior Executive
Key Responsibilities:
 Sales and brand promotion.
 Cashiering and inventory management.
Highlights
 Successfully migrated the US mortgage process.
 Awarded superstar AMO for the quarter ending March 2011.
 Awarded Centre manager for top performance within the site for Q3 2012.
 Awarded best manager award for the quarter ending June 2014.
Academic Credentials
 Three years Diploma in Hotel Management from Institute Of Hotel Management And Catering Technology,
Lucknow, India in 2002.
 Completed 6 months internship at Hotel Clarks Shiraz Agra In March 2001.
 Intermediate of Science from St Francis School Lucknow In 1999.
 School Leaving Certificate from St Francis School In 1997.

3. Seminars/Workshops Attended
 Trained under The Guild of Professional English Butlers and imparted the training to butlers department.
 Attended workshops like performance management, leading and coaching people, Myers Briggs Type indicator
etc.
 Attended production management, situational leadership workshop.
 Active operations management simulation workshop.
Personal Details
Date of Birth : 10th
October 1980
Permanent Address: 56/57,13 A Cross Bhuvaneshwari Nagar Dasarahalli Main Road,Hebbal Bangalore 560024.
Address : 5/160 Vikas Khand, Gomti Nagar, Lucknow-Pin Code 226010.