Ms Ashu Bhatia

Address: C- ***, Sector- **, Noida, Gautam Buddh Nagar, Uttar Pradesh, PIN-201301

Mobile: +91-999******* Email: adp1b6@r.postjobfree.com

adp1b6@r.postjobfree.com

PROCESS REENGINEERING CUSTOMER GRIEVANCE REDRESSAL INTERNAL AUDITS CAREER SUMMARY

Professional Synopsis: An enthusiastic, clear-headed, energetic, confident and mature woman with a lot of experience behind me. Being a logical thinker, who takes working in a challenging environment easily, I take great pride in my work and in gaining knowledge. I thoroughly believe in the fact that ‘Sky is the limit’ when it comes to learning or imparting knowledge.

Being a highly accomplished banking professional with over 15 years of performance driven and progressive experience in implementing business centered strategies to contribute to the organisational growth and profitability across retail banking. Well versed ensuring adherence to procedures and policies of the Banking Industry with key focus on bottom line profitability. Hands-on experience in managing relationships with high net worth customers by maintaining seamless communication and understanding their financial requirements.Designing of business process workflows and outsourcing of Retail Asset processing to a third party with the objective of cutting down on overheads.

It’s time for me to pass on my rich corporate knowledge by being a trainer!

PROFESSIONAL EXPERIENCE

~Kumon Centre-Nairobi, Kenya

Centre Head (Jan 2013- Jul 2018)

~HSBC, India Head Office, Mumbai

Senior Officer- Outsourcing and Reengineering (Jan 2001- Oct 2004)

~HSBC, Northern India Head Office, New Delhi

Senior Officer- Retail Assets, Retail Assets, Customer Grievance Redressal and Internal Audits (Feb 1989- Dec 2000)

DOMAIN EXPERIENCE

Managing customer centric operations and ensuring customer satisfaction by achieving delivery and service quality norms, ensuring effective management of porVolio through non-starter analysis, awareness calling and taking corrective action as felt necessary.

Formulating and implementing Customer Grievance Redressal procedures,

guidelines and ensuring process improvements in accordance with each complaint.

Internal Auditing as per the Reserve Bank of India guidelines with respect to documentation and processes.

Managing all projects, outsourcing, process reengineering and staff training with

stringent timelines.

KEY CONTRIBUTIONS

Kumon Centre- Nairobi, Kenya

KUMON is a Japanese program for children and is run all over the world as a franchise.

Managing the teachers, Students, Parents, Head Office in South Africa and keeping a consistent result of being the best performing centre in East Africa.

HSBC, India Head Office, Mumbai

In Jan 2001, I was hand picked out of all the Pan India Senior Officers to work for outsourcing team in the head office of HSBC India, at Mumbai. Worked as a business process reengineering officer for the India Management head office which involved improvisation, implementation of new product manuals, processes in various spheres of Retail Banking and Operations. Outsourcing of retail banking products task was entrusted with the responsibility of analysing any new business initiatives to save cost through outsourcing/centralizing and process reengineering initiatives. Project on Centralization and Outsourcing of operations for retail loan products to a subsidiary company of HSBC Pan-India. Following functions performed during conceptualization of the outsourced unit:

Setting up of a new agency which should work as a subsidiary company of the bank.

Planning for the organisation structure, controls, compliance, approval

from the regulatory authority and the layout.

Defining of processors, defining their job responsibilities and training for their familiarisation with systems and processes/products of HSBC.

Analysis and installation of a robust Management Information system to

show the progress and improvement in the functioning of this centre from day one.

Migration of processing activities from all over India centres to the

centralized unit with a buy-in from sourcing channels, in a phased manner.

To monitor the turnaround time and error rates of processors with a

target to improve the same.

Holding ongoing trainings and workshops to boost morale and work efficiency amongst processors.

Set up quality bench marks and introduce concept of ISO certification

within six months of the set-up of the centre.

HSBC, Northern India Head Office, New Delhi

Feb 1989- Aug 1993:

High NetWorth customer’s satisfaction, cross selling and managing their accounts with the responsibility of Branch Operations on a day to day basis.

Sep 1993- Mar 1996:

Documentation and Reserve Bank of India guidelines related banking regulations implemented with various internal audits. Conducted staff trainings related to the same.

Apr 1996- Jul 1998:

Special Services to the High Net worth Customers with the special responsibility of maintaining relationships to ensure business development by cross selling products.

Customer Grievance Redressal with stringent deadlines and with an eye

to improvise procedures.

Relocation of Branches Project:

●Relocation of HSBC branches within India was done with a detailed study and implementation with a challenging target of 75% of the customers relocating with the Bank to the new area which was overachieved by getting 87% customers to relocate on the balance sheet of the new branch.

●This project became a precedent for the other international banks who followed our model later on.

Aug 1998- Oct 1999:

Was heading the team responsible for processing retail liability products for the entire Northern India. This multi-process, high volume operations centre handled all the back office activities of the business for all branches of Northern India HSBC.

Additionally conducted audits and gave presentations to the front line

and back office staff to bring awareness on KYC and processing norms to reduce errors and processing timelines.

Nov 1999- Dec 2000

Credit appraisal/review of the Mortgage cases based on the product parameters. This also involved disbursal, upkeep and follow up for complete documentation and timely repayment of the loans.

Nominated as a Process champion for the Retails Asset products for pan

India processing centres of HSBC, which included a wide range of retail banking asset products via Car loans, Home Loans, Personal Use Loans and Loan against Stocks & Shares. This required visiting HSBC branches all over India to compare and share the best practices, improve and standardize the procedures by way of submitting a report enlisting a comparative study.

OVERALL ACHIEVEMENTS

Revolutionised processing/outsourcing of Retail Assets in HSBC.

Regular internal thorough audits helped in clean audit reports for HSBC from the apex regulatory bank of India, the RBI.

Training of staff in relation to audits, documentation and workflows.

TRAININGS

Training Courses A ended

Attended various training courses during my tenure with HSBC:

Introduction to Banking Skills

Customer Services Skills

Retail Banking Course (this covered all the Reserve Bank of India regulations & guidelines)

Managerial Skills (this covered the skills for handling staff & meeting

deadlines)

Cross selling products

Refining Managerial Skills

Outsourcing & Project handling workshops

Human Relations Course ( for handling high pressure)

Mortgages credit assessment course

Remittances course (inward & outward)

Interpersonal Skills Workshop

ISO 2000 course

Training Courses Conducted

Conducted two training courses during my tenure with HSBC:

Workflow Reengineering training conducted for retail asset products Pan-India.

Internal Audit related trainings conducted Pan-India.

EDUCATIONAL QUALIFICATIONS

TEFL/TESOL certified, December 2019

Master’s Degree- Public Administration, Punjab University Chandigarh, 1990

B.A. (Political Science Honours)- Delhi University: Lady Shri Ram College, 1988

PERSONAL DETAILS

Date of Birth: November 20, 1967 Nationality: Indian Languages: English, Hindi, German (Currently pursuing Level A2) Driver’s Licence: Valid India license

REFERENCES AVAILABLE UPON REQUEST

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