Workstream Program Manager for global initiative involving Contact/Call Centers around the Globe. Responsibilities include managing multiple work streams (projects) within the program to improve efficiency and drive the usage of the right distribution channels for the right products and service transactions. This is being accomplished through initiatives such as promoting the use of Digital channel, providing self service functionality via IVR technology, completing transactions via the Internet and repositioning the Contact Centers to be more efficient.

Perform dual role managing a team of senior level project managers as well as actively managing multiple flagship projects supporting eBusiness Financial Services initiatives throughout the globe. Define the processes and procedures, as well as execution and outcome of technical tasks associated with projects. Ensure seamless delivery of eBusiness services from design through implementation and support. • Serve as primary contact for eBusiness projects for HSBC Financial Services divisions globally. • Facilitate weekly Design Review calls with department, operations managers and lead architects to review scope and requirements of new project requests. Advise senior management on potential challenges and provide solutions to mitigate negative impact.• Set customer expectations to ensure they are met through constant and regular communication of project deliverables, project timelines, project plans and/or weekly status calls. Consistently complimented by customers for overall project coordination and delivery.• Interface with internal infrastructure teams including application, network, telecommunications, mainframe and distributed teams as well as external vendors to design solutions, test and implement project deliverables. • Manage global change control process associated with project deliverables to ensure scope and impact of changes are properly controlled including assessments and communication to relevant stakeholders • Created global solution used by all HSBC divisions to facilitate initial project requests which streamlined the approval and requirements gathering process thus reducing time to market. • Created and managed Implementation Certificate checklists required for all project launches which confirm testing, support and Quality Control for the launch.

Responsible for ITIL methodologies, processes and tools that enabled measurable improvements in the development and deployment of services across the organization. • Led team that implemented Change Management process, procedures, and associated system which ensured there was consistency across the organization leading to more effective management decisions and avoidance of downtime to critical business applications. • Facilitated 24X7 crisis calls to resolve high impact outages impacting various lines of business thus reducing customer impact and downtime.• Managed Continual Improvement Post Outage Review calls to discuss root cause, business impact and implementation of process changes to ensure long term resolution. • Facilitated weekly Change Management review calls involving all areas of IT to review scheduled changes, approvals and impact fostering cross-departmental communications across the organization. • Created outage and high availability reports, analyzed trending data, and made recommendations to senior management for year end employee bonus eligibility.

Responsible for the project management and delivery of hardware, software, network and voice technology for approximately 1500 consumer lending branch offices located in the US and Canada.• Project Manager responsible for implementation of all equipment associated with new office openings and relocations. • Program Manager responsible for nationwide-efforts involving staging and installation of new and/or replacement equipment in branch offices. • Managed team of 25 full time and temporary technical resources implementing new and/or replacement technologies in branch offices ensuring projects were delivered on time and within budget. • Extensive vendor and negotiation management for staging and installation of replacement and new equipment. • Responsible for managing budgets associated with large scale multi-million dollar projects.

Managed 20 technical helpdesk analysts providing 24X7 first and second level technical support for 10,000+ clients at 11 subsidiaries in the US and Canada. • Conducted training for helpdesk analysts based on HDI standards relating to availability and customer service. • Created and analyzed daily and monthly reports to senior management reporting on availability, call wait time and customer experience which were used for process improvement and employee reward programs. • Responsible for customer escalation calls ensuring customer satisfaction. • Monitored daily call volumes and ensure appropriate staff levels which lead to improved customer wait time and higher ratings on customer satisfaction surveys.