Pushkar Vaidya Email & Phone Number

Pune, Mh, In

One on one coaching sessions for mid and senior management professionalsPanelist on “Campus to Corporate” discussion held at SIWS College, MumbaiPanelist on “Elevate your training business with an LMS” organized by Xaltius

Consulting with Fortune 500 company for setting up their GCC growth through staff augmentation, in the areas of:1. Customer and Marketing Analytics2. IT services, including cloud management3. Creatives4. Marketing Campaigns and performance trackingAdditionally, working on an assignment to evaluate business operations and future strategy of a leading Jewellery retail outlet chain

London, Greater London, Gb

Independent consultation calls across domains, focusing on the GCC space

New York, Ny, Us

Consulting with the GLG Network across various projects related to the GCC / Offshore / Captive industriesProjects completed:India Captive Business

London , Gb

Consulting with the Dialectia across various projects related to the GCC / Offshore / Captive industriesProjects completed:Contact Centre Setup and Operations with BCG

London, Gb

• Co-leading and involved with 3 non-migrations GSC and group wide projects: o Future to Work – GSC wide policies around hybrid working, reimbursements, recharges as part of the overall modelo Growth n Scale Governance – Partnering with the business teams to increase revenues and drive efficiencieso Separability – Hypothetical scenario of separating the continent wise legal entities • Overseeing global migrations projects through a team size of ~50, accountable for seamless movement of roles into the offshore centres (GSC’s)• Delivering the strategic goals for the migrations outreach program, delivering around 10000 FTE worth of migrations annually• Leading the Central Migrations team, key responsibilities are planning tools and interlock sessions with onshore business leaders• Driving the automation project for the Migrations Workflow tool – from vendor identification to deployment

London, Gb

Was selected as the Global Operations Top Talent program for a STA of 6 months• Competed a 6-month assignment as part of the 2018 Horizons program• Operational responsibility of EU Network markets, across Lines of Busines – increased stakeholder interaction• Evaluated the offshoring footprint for all the EU countries, and presented business case to NOT defragment the footprint

London, Gb

• Leading Site level operations for International Customer On-boarding (22 markets), HBFR, US Banking Ops and UK First Direct Operations• Increased ICO footprint from ~22 corridors to 120 from 2014 to 2018, extending the footprint from 2 countries at launch to 28 by 2018• Key metrics improvement achieved:o Account Opening TAT improved from 30 days to 17o Conversion increased from 70% to 89%, with reject rates as low as 1%o Information input quality went up to 86% from around 74%• Set up support teams for ICO, including Enquiry Desk, GCEP (Corporate customers) and Global Mobility for HSBC internal employees• Launched various digital initiatives (deployed post 2018), such as Digital Passport, Live Chat, Enhanced Case Management amongst others• Participation on Group ExCO program update quarterly calls, covering the Operations Improvement work stream

London, Gb

As Global Lead, my responsibility covered multiple sites for the International Banking Center, focusing on key Operational Support aspects such as Technical Training, Quality Assurance, Change Control, Call Coaching and Planning & Support• Strong focus on Regulatory & Financial Risk Compliance, Risk Management to ensure implementation of controls, regulatory standards, procedures, KYC norms, and AML guidelines, seamless implementation of Global Standards for all ICO countries• Cross location team management & development involving recruitment, training & key people aspects viz. coaching, performance management, succession planning, leadership development, staff engagement, attrition management• Champion efficiency & streamlining initiatives, successfully manage migrations, re-migrations, and projects, motivate and drive team to identify and execute on process enhancements, quality improvement, waste reduction and above all customer service excellence

London, Gb

Managing operations for the HSBC Direct Contact Centre, covering the Contact Center and Secured Email Operations, with a headcount of 450 FTE. Responsibilities include Operations teams, Training, Quality and the Ops Reporting Desk

London, Gb

Managing operations for the North American Contact Centre (US and Canada), covering the Contact Center and Bank Mail response team, with a headcount of 250 FTE. Responsibilities include Operations teams and the Global Support Utility functions• Have returned a 28 FTE benefit in 2013, resulting any annual save of approximately USD 350,000 out of operational efficiencies and process improvement

London, Gb

• Lead a team of around 250 FTEs in Contact Center Service teams and Assist Queue for US Card and Retails Services (CRS). • Lead various efficiency projects for the Cards Business, and was awarded the Business Leader of the Year award (2011) • Navigated the teams through the Cards business sale announcement of the Cards business sale to Capital One

London, Gb

Managed 4 collections processes for US Cards Collections, covering Inbound, Outbound Collections, Recovery Support and Chat Collections Realized an annual benefit of $190,000, through increased efficiencies Followed the CBS Call Model to drive effective collection behaviors. Implemented Skills Qualification Testing

Was responsible for:Collections for 3 portfoliosRecovery support operationsBilling dispute Operations

Have worked across 3 programs with Convergys, having launched 2Handling the Help Desk for New Delhi and Bangalore centers

In

Managing the Inhouse and Outsourced call centres for BPL Mobile

Us

Bachelor Of Hotel Management, Hotel Management

Post Graduate Diploma In Innovation And Design Thinking, Business Administration And Management, General

Education record