Vikram Janapareddy

Assistant manager operations, HSBC

**-*—40/18 Excelsior Apartments, opposite lions club, Ramnagar, Vishakhapatnam

Phone: 988-***-****, 970-***-**** Email: adl9a6@r.postjobfree.com

PROFILE

A dynamic and committed professional with 15+ years of experience in banking industry (HSBC Bank).

Rich experience in different credit card portfolios which include credit card disputes, chargebacks, customer service, back office and high end reconciliation, card issuing, card boarding and card maintenance and reconciliation

Initiated multiple projects to increase efficient, performance and service levels across different processes.

Good exposure to risk management, compliance and regulations

Experience in preparing BCP (Business contingency plans), testing and implementation.

12 years’ experience in coaching and performance management.

Rich experience in people management and people engagement.

Working experience in different business regions like US,UK and Australia

Experience in handling high end customers and stack holder management.

At present working as

PROFESSIONAL EXPERIENCE

HSBC Bank (HDPI), Visakhapatnam since Jan’2005

Assistant Manager Operations.

Joined the organization as a Customer service executive in CCSD (CREDIT CARDS SERVICES DISPUTES) and later attained promotion in March 2007 to Assistant Manager Operations for consistent performance & hard work rendered.

Have managed first cycle chargeback queues and managed many teams in a span of five years as an AMO between March 2007 to September 2011.

Have been successfully managing the Customer pre notification of travel process (JAUTHC) since September 2011 to till date.

Key Responsibilities Handled

Need to ensure that the process meets the agreed PLA’s month on month.

Complaints and service failures to be resolved on time.

Managing the quality and analyzing the errors.

Keeping a track of incoming volumes and volumes treads. (Seasonal spikes and hike in volumes).

Need to ensure that the process meets the OOE score of 75%.

Planning and managing the leaves.

Planning and managing the Rota and shift.

To ensure that process adhered to compliance and audit requirements. (ITUR/SAM, DRM, PLA DOCS,ESCLATION METRIX etc.)

Addressing people issues with monthly team meetings.

Maintaining a professional relationship with business partners.

Conducting monthly performance reviews and annual appraisals.

Presenting the Monthly MIS to business partners every month.

Managing underperformers through action plans.

Establish & maintain effective communication with key stakeholders, business partners and team members.

To acquire detailed understanding of the process design and to be able to identify risks & opportunities.

Process productivity and quality targets are achieved consistently & reviewed when necessary.

Optimum resource utilization and achievement of business objectives with highest levels of customer satisfaction.

Procedural changes / new initiatives are reviewed, communicated to key stakeholders and implemented by teams.

Processes are regularly reviewed to identify improvements, which will enhance operational efficiencies.

Continually assess the operational risks taking into account the changing economic conditions, legal and regulatory requirements, operating procedures, restructuring activities, impact of new technology

Ensure compliance to regulatory requirements under all circumstances.

To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.

Have a passion for customer service and excellent customer service via phones and emails.

Understand Management Information (MI) requirements to be able to produce, analyze and interpret MI

Business data requirements are completed accurately and supporting statistics/reports are presented to business/management within agreed timescales.

Set a high standard of leadership & display courageous integrity at all times

Develop staff to achieve business objectives and individual potential, sharing knowledge, experience and providing assistance on referred issues.

To handle escalations and liaise with the business partners as necessary.

Undertake additional projects or special assignments as per requirements.

Complete regular quality checking to ensure processing quality meets standard

SKILLS

Good interpersonal skills and customer service orientation.

Excellent communication skills – Written & Verbal

Good problem solving and decision making skills

Able to multi-task and work under pressure.

Ability to plan & organize effectively as well as adopt a flexible approach to change.

Ability to build rapport with and relate to a wide range of people.

Analyze and comprehend information, both verbal and numerical, accurately and logically.

Strong time management skills and ability to work under pressure.

Good team player. .

Self-driven-needs to have a drive for results. .

<Key Awards and Recognitions

Employee of the year 2015

Team leader of the year2015

CSE top performer awards

Star of business services award

Team of the quarter awards

Previous Experience

<Organization Name1: Air India Limited, Mumbai

January 2000 to 2001

<Designation: Trainee aircraft technician

Organization Name2: Khodays InfoTech, Bangalore.

June 2004 to December 2004.

Organization Name 3: Sutherland global services, Chennai.

Designation: Technical support associate for dell computers tech support

EDUCATIONAL AND PROFESSIONAL DEVELOPMENT CREDENTIALS

Aircraft Maintenance Engineering (: Completed Aircraft Maintenance Engineering Nehru college of aeronautics and applied sciences Coimbatore. (DGCA ). 2001

Higher secondary: Passed class 12th from K.v .waltair. 1996. (MPC) CBSE

Senior secondary school: Passed 10th from K.v. Koraput. 1994. CBSE

Computer knowledge: MCSE Certified. (windows)

K

Personal Details

Date of Birth: 02/07/1977

Gender: Male

Fathers Name: Janapareddy Krishna Rao

Domicile: Koraput

Marital status: Married

Language known: English, Hindi, Telugu, Tamil and Oriya.

Hobbies: Travelling and cooking and love dogs.

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