Delivery lead for a data curation and creation process.

Programme Manager for Knowledge management programme for HOSTLead the change initiative, take strategic decisions, operate at an executive level and manage stakeholder and sponsor relationshipsDelivered positive returns on benefits, projections vs planned ( 9% productivity improvement in Contact centre and 14% in Cards business service against the anticipated 2% )Lead the initiation, planning and implementation of the Knowledge management programme across LoBs & FunctionsManaged… Show more Programme Manager for Knowledge management programme for HOSTLead the change initiative, take strategic decisions, operate at an executive level and manage stakeholder and sponsor relationshipsDelivered positive returns on benefits, projections vs planned ( 9% productivity improvement in Contact centre and 14% in Cards business service against the anticipated 2% )Lead the initiation, planning and implementation of the Knowledge management programme across LoBs & FunctionsManaged Vendor relationship for ‘Quark’ third party authoring toolResponsible for building a best-in-class writing capability within HSBC, collaborating with delivery partners from HR, MCM, Group knowledge Management Production management and Business. Established the Target operating model for writing utility along with forecasting requirements; preparing Annual operating plan; scheduling expenditures; analysing variances and initiating corrective actions.Key player in the development of Knowledge Centre for HTS. Designed and implemented a robust content governance structure for authoring as part of group strategy to professionalize our operations, streamline procedures and reduce risks. Show less

Lead a 100 member team handling End to End process for UK Bank - Complaint Handling, Probate services, Account Servicing and ClosuresLead, manage and mentor teams to exceed the desired operational efficiency targetsDrive high performance culture through strong leadership and effective people management. Manage Operational Risks and maintain strict adherence to Business Risk FrameworkLead and facilitate various Six Sigma projects aimed at enhancing customer experience and… Show more Lead a 100 member team handling End to End process for UK Bank - Complaint Handling, Probate services, Account Servicing and ClosuresLead, manage and mentor teams to exceed the desired operational efficiency targetsDrive high performance culture through strong leadership and effective people management. Manage Operational Risks and maintain strict adherence to Business Risk FrameworkLead and facilitate various Six Sigma projects aimed at enhancing customer experience and organization effectiveness through best practices sharing and process re-engineeringStakeholder management via regular two-way reviews and discussions to share best working practice on performance and business initiativesResponsible for Employee Engagement by creating a strong team of high performers with low attrition through regular coaching, training and fun activitiesManage Governance for Probate services and TNT for the roll out of new bank initiativesDeputy Business information risk officer for Banking operations, which involved review of Risk and control assessment for all processes and devising action plans to mitigate risks. Show less

Managing a team of 24 resourcesResponsible for Process training including preparing training modules and conducting training sessionsIdentified trends and issues and worked in conjunction with team leaders and managers and recommended corrective action and strategies to improve quality standards for the site.Managed coaching consistency meetings for Team Leaders in management group to ensure seamless coaching and development environment is established within site.Monitored and… Show more Managing a team of 24 resourcesResponsible for Process training including preparing training modules and conducting training sessionsIdentified trends and issues and worked in conjunction with team leaders and managers and recommended corrective action and strategies to improve quality standards for the site.Managed coaching consistency meetings for Team Leaders in management group to ensure seamless coaching and development environment is established within site.Monitored and coached calls as per Client requirement and identified and addressed areas of development for 50 CSRs, incorporating changing parameters congruous with contemporary business dynamics.Coached sales calls to meet and exceed sales targets for increased site productivity. Show less

Managed a team of 15 Customer service representatives in a dynamic and competitive sales environmentMeeting the client CTQ’s (Critical to Quality) parameters with the aim to exceed performance goals with timely ramp up. Maintain and update data used for project development. Motivate the team to achieve sales targets and Handle escalated calls_________________________________________________________________

Prepare and implement customized public relations plans, strategies and tacticsIdentify and create news to grab attention, hooks and story angles that help generate news coverage about events, achievements and expertise of the company. Write effective news releases, publish stories and interviews, and undertake portfolio management.