 A career professional with significant experience in Complaints & grievance redressal, P&L management, Collection analytics, Call center operations, service delivery and Business strategy implementation.  Able to partner and collaborate with Customer Value Management and Key business stakeholders. Skilled in driving Root Cause Analysis approach to establish Customer Experience Impact and potential risks across all distribution channels. Solid record in dealing with external and internal stakeholders including Regulators, Senior Management, Group Office and Risk Stewards. Strong understanding of the products, Policies and Operations of the bank.  Associated with HSBC group for 16+ years.