The document is a resume for Manoj Chandiramani, who is currently a Vice President of Customer Experience at HSBC Bank with over 6 years of experience in banking and finance. Some of his responsibilities have included managing customer complaints, premier banking, and regulatory compliance. He has a post-graduate degree and several banking certifications. His career has involved roles of increasing responsibility at Standard Chartered Bank and HSBC Bank, focused on customer service and revenue generation.

1. 1
Statement of Purpose: While working in responsible roles during past 6 years of experience, have gained,
demonstrated & delivered responsibilities in handling roles in the banking sector. With a clear focus of
attaining professional growth, have gained hands on experience & developed necessary interpersonal
competencies required to manage organizational needs, customers, deliver results, and process
understanding. With proven skills & competencies associated with organization functions of people process
management & customer management, I am logically seeking forward to attain next level of professional &
personal growth by joining a growth cultured organization.
I have applied practical knowledge and competencies in finance and management. I have applied my
excellent communication and service skills in building relationship with clients and team members. To
promote the goodwill of the company for better output through a disciplined, organized and progressive
ways with my sincere hard work and utmost endeavors in the task entrusted to me. Aspire to be a part and
parcel of a thriving organization where my versatility and entrepreneurship aspects are recognized and
applied for the efficiency of the communications, analysis, operations and customer experience
improvement.
I am a pragmatist and self starter with natural force of motivation & possess the skills to influence and
negotiate the situation and individuals. I am a confident and decisive individual with a poise and natural
driving force. Have a proven ability to gain respect and confidence of individuals by being persuasive,
influential and trustworthy. Do possess strong communication skills and determination to succeed & like to
motivate people to achieve results.
Present Job Status: Working
Total Years of Experience: Approx 6 Years
Core work Industry Segment: Banking and Finance Services
Companies Worked with: Standard Chartered, HSBC
Presently Associated with HSBC Bank as a Vice President – Customer Experience
Executive Summary Key Professional Competencies
 Comprehensive knowledge of the processes in finance and banking industry.
 Possess strong organization, documentation and communication skills
 In-depth knowledge of technical and non technical processes, customer deliverables etc
 Extensive knowledge of working in business development, revenue generation etc.
 Ability to lead large system and process projects
 Responsible to ensure BCSBI Codes adherence. Have ranked 1st amongst 50 bank for the past 2 years
 Possess strong leadership skills and has the ability to work collaboratively in a team
 Continuous Customer Interaction to get the specifications and documenting the same.
 Ability to climb the learning curve fast & adaptable to continuous change.
 Excellent communication and review skills and hence responsible as a control function for internal
reviews
Name: Manoj Chandiramani
Age: 29
Experience: 6 Years
Current Employment – Vice President – Customer Experience for HBSC Bank

2. 2
On Job & Extra Curricular Credentials
 Received an award from for an excellent idea and insight thereby resulting in improved customer
experience
 Ranked 1st
in BCSBI Codes implementation across 50 banks in 2014 and 2015
 Successfully completed three large system related projects within timelines and near zero defect
rate
 End to end responsibility for instituting regulatory process related changes within the bank
Education Qualification
 P.G.D.M. from IES MERC in 2010
 Bachelor of Management Studies from L.S. Raheja College, Mumbai university in 2008
Work History (In Reverse Chronological Order)
Organization: HSBC Bank
Duration: Oct’2013-Oct’2014
On Job Designation: Associate Vice President – Complaints Management and Analysis
Job Responsibilities
 Continuously monitor complaint trends and identify areas of weakness; provide feedback to the relevant
stakeholders to improve the complaints management process
 Collaborate with propositions/product and sales to develop to develop preventive measures with an
objective of reducing complaints
 Continuously coach frontlines to increase the first contact resolutions and improve re-open rates. QC
Scores and TATs, thereby improving customer experience
 Maintain oversight on the offshore functions on complaints MIS and process
 Monitor complaints via social media and take them through resolution
 Implement global complaint management initiatives customized to local regulations
 Conceptualize specific initiatives based on regional guidance and local decisions to better manage
complaints
 Ensure key India complaint management information shared at a global level and with the local
regulators
 One point liaison for Reserve Bank of India (RBI) for all complaint related data and information
Work History (In Reverse Chronological Order)
Organization: HSBC Bank
Duration: Jan’2011-Oct’2013
On Job Designation: Senior Associate Vice President – Premier Banking
Job Responsibilities
 Responsible to handle HNI ( Premier ) Relationships and generate revenue for the cluster through
various revenue generating products of the bank
 Have Consistently Delivered the Expected revenues across all Product Classes
 Have closed high ticket size product cases through self closure.
 Demonstrated utmost promptness in customer deliverables.

3. 3
Organization: Standard Chartered Bank
Duration: Mar’2010-Dec’2010
On Job Designation: Personal Financial Manager
Job Responsibilities
 Achieved 200 % of the expected revenue budgets across products.
 Achieved a 144% on the SCB Scorecard.
 Was awarded a shining star award of the respective branch in the first three months of service.
 Have consistently performed extremely well across asset products.
 Have been recognized for exercising extreme discipline in SCB way –A tool designed to imbibe in the
culture of every employee.
 I have been extremely fast in learning and delivering superior customer
Summer Internship
Organization: HSBC Ltd
Duration: May 09 –June 09
Role: Corporate Employee Program (Business Development)
Reframing the Programme, Handling Mass market and Power Vantage clients and upgrading them,
Preparing MIS Reports and assisting the AVP in various other avenues.
Certifications
 NCFM –Derivatives (Dealers), AMFI (Advisory) and Options Trading Strategies
 IRDA Certified for Corporate Agency
 Investment Banking –IESMCRC Certificate Course Industry
Extra Curricular Activities
 Handled I.T Related Work for IES Tycoons –IES MCRC Festival.
 Active Member of Organizing Committee –Le Mélange –L.S Raheja College Festival. Other Skills
 PGDM Summer Project –Interest Rate Derivatives ( IRD)
STRENGTHS
 Comfortable in culturally dynamic environments.
 Handling wide variety of tasks independently.
 Good communication and inter-personal skills.
 Highly motivated to get exposed to new projects and experiences.
Soft Skills: Organized, Impulsive and Punctual.
Languages: English, Hindi, Marathi
Address of Communication: 602, Vinayak, Plot no 8, SVP Marg, Mhada, Andheri West, Mumbai – 400053