Manager Operations Customer Service

Suhasini Vaddepally

Email ID: *************@*****.***

Over 6+ years of experience in Business Operations in the Finance and Banking industry. In-depth knowledge in Back Office Operations of Business Processes, Leading and Managing teams, Performing Audits and Compliance requirements.

EDUCATION:

Master of Business Administration (MBA) – Finance from Osmania University, Hyderabad, India 1998- 2000

HSBC-HDPI, Telangana, India

Jan 2002- Nov 2007

Asst.Manager Operations

HSBC - HDPI is one of the leading subsidiaries of the London-based HSBC Holdings PLC. The company's business ranges from retail banking, commercial banking, corporate banking to investment banking, private banking and global banking. HDPI is part of the Data Processing, Hosting, and Related Services Industry. Successfully handled and Managed Back office Processes, “Reconciliation” and “Mandate Maintenance” Processing teams.

Responsibilities:

●Successfully handled a team of 19 CSEs( Customer Service Executives), managing day-to-day processing work of the team and generating reports and metrics.

●Prepare Capacity planning for the day to ensure optimum utilisation of resources.

●Assign daily work to the team and ensure all the SLAs (Service Level Agreements) are met for the day.

●Gap Analysis, SWOT Analysis, Risk Analysis and Impact Analysis.

●Conducted Cost/Benefit Analysis of the team and prepared PDP (Performance Development Programme) reports.

●Conduct meetings and interviews with Relationship Managers at Business Area, and Managers at other GSCs (Global Service Centers) at Business Center(UK) and SriLanka, for process clarifications and discuss process gaps and process improvements.

●Ensure the team is compliant with Compliance related activities, AML (Anti Money Laundering) Risk and DPA (Data Protection Act).

●Managing Business Metrics and tracking Key Performance Indicators (KPIs) for the teams handled.

●Implement performance reviews and appraisals of the team on a half yearly and annual basis.

●Prepare Incidence reports, address concerns, issues, and escalations of the team.

●Research and discover process improvements and make detailed recommendations to the higher management.

●Effectively learn and transfer knowledge of processes to the trainees.

●Prepare User Manual, design and develop Training guide. Conduct training sessions for cross training other teams on the processes.

●Had been instrumental in remigration of MORGEN process with other GSCs (Global Service Centres).

●Ensure that the training courses are conducted as per the migration plans and the timelines/objectives are met.

●Motive and coach team to ensure that each individual fulfills their potential.

●Maintain regular, timely and effective communication channels with Process Manager Operations, Compliance team, HR, System Analysts and Support systems.

Environment: Microsoft Office Suite, Microsoft Visio, Oracle DBMS, MS Access, Smart Draw.

Y-Axis Overseas Careers

Feb 2007- July 2008

Operations Executive

Y-Axis Overseas Careers is the leading Visa Consulting company in India, providing services for migration, study and work visas across India, United States of America, Australia, United Arab Emirates, United Kingdom, and Canada.

●Provide a personal global career strategy customized to their needs.

●Give clear and accurate information based on the current immigration & visa laws & policies.

●Keen Attention to detail while processing documents & forms.

●Ability to research for information on the internet

●Excellent writing skills.

●Provide advisory and support services to clients.

●Advice on documentary requirements in immigration/visa services.

●Review documents and preparation of petitions and applications.

●Produce high-quality documentation.

●Liaison with relevant immigration and visa offices, where required.

●Document process systems and ensure process deliveries are met

●Maintain knowledge of changes and updates in visa policies.

●Build a client relationship and ensure client satisfaction through prompt delivery and service.

Seaways Shipping Limited

Oct 2001- Jan 2002

Executive-Customer Care

Seaways Shipping Ltd., is a global company offering turnkey solutions in shipping and logistics, and international trading and providing high standards of quality services to all its customers worldwide. Seaways offerings include Container handling, Clearing & Forwarding, Line activities, Stevedoring, Vessel Agency, Customs House Agency, Liner Agency, Chartering & Brokerage, Warehousing and Distribution.

●Preparing Bill of Lading for the consignments and ensuring the details furnished are accurate.

●Ensuring the safe and timely pick-up and delivery of shipments.

●Assist the Logistics Manager with weekly/monthly reports of the shipments.

●Monitoring shipments, costs, timelines, and productivity.

●Reviewing, preparing, and routing purchase orders.

●Organizing and managing inventory, storage, and transportation.

●Analyzing and optimizing logistical, C&F (Clearing and Forwarding) procedures.

●Addressing and resolving shipment and inventory issues.

●Liaising with Consigners, Marketing team and the Liner Agencies.

●Raising invoices and work with the finance department to provide accurate shipment documents on time.

●Work safely, maintain a safe working environment, and adhere to all safety policies and procedures. Actively participate in safety initiatives.

●Provide day to day departmental support activities as necessary: communication with internal and external providers, shipping supplies to sites.

●Undertake administrative and office management duties including scanning, printing and arranging files, invoices and purchase orders.

●Demonstrate precise attention to detail whilst working to tight deadlines.

●Reconciles orders; investigates and resolves discrepancies.

Matrix AD Human Resource Wizards

Feb-2000- Oct 2001

HR Executive

Matrix AD Human Resource is the HR Consulting company responsible for finding, screening, recruiting, and training job applicants.

●Implement effective sourcing, screening and interviewing techniques.

●Assess training needs and coordinate learning and development initiatives for all employees.

●Design compensation and benefits packages.

●Implement performance review procedures (e.g. quarterly/annual and 360 evaluations).

●Develop fair HR policies and ensure employees understand and comply with them.

●Act as the point of contact regarding labor legislation issues.

●Manage employees’ grievances.

●Create and run referral bonus programs.

●Measure employee retention and turnover rates.

●Oversee daily operations of the HR department.

Contact this candidate