Apr 2023 – Jul 2025 · 2 yrs 3 mos

Jun 2021 – Mar 2023 · 1 yr 9 mos · Bangalore Urban, Karnataka, India

Feb 2020 – Jun 2021 · 1 yr 4 mos

Apr 2019 – Feb 2020 · 10 mos

Nov 2017 – Apr 2019 · 1 yr 5 mos

• Heading Global Transaction Monitoring AML investigation process serviced out of the Global Service Centers of HSBC
• Heading Global Financial Crime Compliance AML Transformation Program for GSC
• Key member of the Strategic Planning, Global Change Control Board and Global Standards forum
• Heading Global Vendor engagement for AML Financial Crime Compliance team in HSBC

Aug 2016 – Oct 2017 · 1 yr 2 mos

• Leading the FCC operations vendor engagement and China Operations

Sep 2015 – Aug 2016 · 11 mos

• Heading the FCC & RC Ops
• Regulatory Compliance Operations :
• Global Shareholding Disclosures
• Global Take over Panel Monitoring
• Global Sensitive Industries Monitoring
• Global Short selling Monitoring
• Global Fixed Income Monitoring
• Company bie law Monitoring
• Trade Approval
• Research Restrictions
• Personal Account Dealing Remediation
• Trade Surveillance Investigations
• Global eCommunications Surviellance
• Global Compliance Management Information
• Regulatory update review and implimentation
• Financial Crime Compliance Operations :
• Retail Banking & Corporate account Transaction Monitoring
• Correspondent Banking Transaction Monitoring
• Global Markets Trade Transaction Monitoring
• High Risk Review - Negative News Screening
• Swift Analytics
• Vendor Management
• Risk Management
• Global Minimal Monitoring Standard
• Strategic planning and implementation of rule based alert monitoring

Aug 2013 – Aug 2015 · 2 yrs

• Global Shareholding Disclosures
• Global Take over Panel Monitoring
• Global Sensitive Industries Monitoring
• Global Short selling Monitoring
• Global Fixed Income Monitoring
• Company bie law Monitoring
• Trade Approval
• Research Restrictions
• Personal Account Dealing Remediation
• Trade Surveillance Investigations
• Global eCommunications Surviellance
• Correspondent Banking Transaction Monitoring
• Global Markets Trade Transaction Monitoring
• High Risk Review - Negative News Screening

Mar 2013 – Jul 2013 · 4 mos

• Key achievements include:
•  Successfully partnered with internal & external recruit for CAMP / SCDM backlog alert completion project at Hyderabad. This included Level 1 / Level 2 & MLRO
•  Partnered with the operations team to standardized processes within CAMP & SCDM teams across all region
•  Led the quality operations process in Hyderabad for Compliance Operations (COBS)

Jul 2008 – Jul 2013 · 5 yrs

• Key achievements include:
•  Successfully led the AML remediation offshore group (North America + Latin America) of 32 analysts in Bangalore
•  Achieved over $500k sustainable hard saves through automation initiatives, efficiency improvements and resource optimization
•  Managed six end to end migrations; five from on-shore, one re-migrations from alternative site.
•  Designed, implemented and led Customer service survey (CSAT) campaigns, thus improving overall customer experience by 30%
•  Enhanced Customer Experience by implementing Complaint Reporting Mechanism, First Contact Resolution methodology, By your side concept and Empathy Campaigns
•  Instrumental in Identifying, Creating and Stream ling key process related MI’s
•  Designed and implemented various Sales campaigns for North America Contact Center, delivering an increase in sales conversion from 0.8% to 1.75%
•  Proven ability in providing guidance and leadership to large teams with the ability to take independent decision in accordance with specified program objectives
•  Expert in combining financial and business planning with tactical execution to optimize long-term gains in performance, revenues and profitability
•  Breadth of experience in quality and operations, including lean concepts, six sigma, root cause and Corrective Action & Prevention Action (CAPA) analysis.

Sep 2004 – Jun 2008 · 3 yrs 9 mos

• BAU Trainer & Asst. Manager Operations for the team.
• Role included managing operations team of 15 FTE, training associates on backend processing, ensuring the team meets the required SLA targets
• Accredited as Trainer for Mortgage Collections at Buffalo – New York
• Created user friendly collections manual for the process during my stay in Buffalo.
• Transitioned Loss Mitigation Queue
• Led the team to achieve 3 Managing for Growth award
• Led the team to Tier 1 status for all four quarters of the year 2006.
• Recognized for overall performance and was selected as semi-finalist for HSBC 100 Club
• Recognized as a Gold member in Mortgages for the year 2006
• Awarded as best Assistant Manager for 2006.
• Instrumental in implementation of document verification software (IAW)
• Successfully introduced Computer Based Training (CBT) across all processes in Mortgages.
• Groomed 4 Customer Service Representative to next level.
• Planned and organized Mortgage Collections World Cup and many other competitions
• Successfully trained 6 Assistant Manager Operations
• First point of contact for any operational issues or concerns.
• Responsible for resource utilization in the team.
• Member of the State of the Nation committee for Mortgages.
• Volunteered in many Charity, Fund Raising & HDPI programs

Jun 2003 – Aug 2004 · 1 yr 2 mos

• Responsible to collect funds / analyze customer’s financial status and provide guidance in getting current on the Mortgage account.
• Superstar of HSBC-HDPI for the month of September 2004
• Top performer of the team throughout my tenure as CSE
• Received Several Customer appreciation for Quality service provided
• Floor supervisor in the absence of Assistant Managers
• Assisting Trainer in the training program and training New Joiners
• Updating and cascading process related information
• Winner of JIT ( Just in Time - Highest collector of payments over phone)
• Winner of EFT (Electronic Funds Transfer – Highest solicitation of EFT)
• Assisting / Handling supervisory calls