• To support the Trade Operations Team effectively to manage daily operations with the objective to provide excellent customer services, always ensured the skills and experience are used to delivery highest standard.• CSM is the basic point of contact for Queries, inquires, feedback and complaints and has aimed to maximize daily business and customer satisfaction.• Regularly meeting and maintaining relationship with the existing clients and has ensured the product and the services problem are resolved by giving them the best solution to solve the problem and also following up to ensure resolution.• Attract and retain client through providing dedicated client service. Advising customer to use computer and mobile application to know the recent updates on the account status. • Planning and effective execution of all client service initiatives including client communication, client surveys and action plan etc. • Work closely with sales and operations team – customer proposal, pricing, increasing wallet share in targeted relationship, periodic customer visits for feedback on products and services, streamlining the client onboarding process and support the implementation for clients.• Timely executed and taken necessary action and ensured operational risk and standards and not compromised. To anticipate and identify risk and ensure appropriate steps are taken to mitigate and manage them.

• To support the RF Operations Team effectively to manage daily operations with the objective to provide excellent customer service and to maintain effective debtor credit control to protect the bank assets.• To deliver excellent customer service and to provide top quality trade products/solutions on operational issues to the client i.e to develop effective working relation with the clients and to ensure operational requirements/specific business practices and needs are adhered.• Work effectively with internal and external stake holders. To hold regular contacts and meetings with colleagues in other functions, understand problem/difficulties for improvement and to provide instructions/recommendations on workflow.• Monitor and report irregular/unusual client activity and debtor payment pattern to RMs/Head of Receivable Finance. • To ensure debtor monitoring process is properly carried out and the funding is made accurately, basically to know and understand a wide range of end to end business processes and to drive the business.• Review of audit recommendations and ensure the recommendations are implemented in timely manner made by internal/external auditor and external regulators.• To follow and operate control procedures with the team and to ensure effective monitoring and reporting of risk and compliance on a continuing basis, To anticipate and identify risk and ensure appropriate steps are taken to mitigate and manage them.• To take timely and decisive action to address risk or compliance issue to minimize damage or loss to HSBC and stakeholders, by ensuring learning is captured and applied to prevent future occurrences.• Timely Ensured and focused on medium and long term goals even when under pressure or in times of uncertainty. • Establish personal credibility by managing expectations. Followed best practices which helps internally to drive improved performance.

Ongoing & Ad-Hoc Financial and Commercial Reporting - support to the Business. • Reporting to Business Analyst - India and Country Manager as countersigning authority.• Publishing Daily sales report - Regular tracking of Business Volume v/s Target.• Generating various reports to measure Pan India Performance on various parameters.• Monthly Tracking Productivity of Pan India Sales Team.• Accountable for Pan India sales and Revenue analysis.• Ensuring on-going and Ad-Hoc Projects assigned by the Country Head are accurately completed and submitted in a timely manner.• Income & Expense Periodical Analysis done to track the Income & Expense of the business.• Regular analysis done to Identify the Profitable Merchants.• Validating Service tax calculation provided by HSBC team, Ensuring Tax Payments and filing is done on timely manner, responsible for Monthly and Half yearly Service tax computation and returns filling.• Solely handling key revenue merchant programs for Fuel segment and Dynamic currency conversion with high international card volume comprising of hotel chains, local properties, art emporiums, leading jewelers and many more.• Compiling standard reports for the Business unit and the management of the Company, Working closely with sales to receive/retrieve and consolidate data at country level and also ensure data integrity in reporting.• Regularly Co-ordination with HSBC Operations and Finance for processing vendor payments.• Handling & Maintaining reports for HSBC Finance team and other 3rd party agencies.• Liaising with internal department & HSBC Finance team for query resolutions.• Assisting users across India & Hong Kong Team with customized reports.• Measuring & Publishing various Monthly Reports to Hong Kong Team on India Sales Performance, Revenue Performance, Productivity of other Channel partner & many more.•Tracking all Non Fee Income for the country & generate Income reports required for Financial Analysis.

• Managing and servicing portfolio of Corporate Relationships – MME and DFP • Coordinating with corporate clients and highlighting any irregularities to the Senior management.• Ensuring transactional banking requests from client are catered on timely basis. • Ensuring review proposal are tracked and raised on time. • Initiating and following up for annual review & monthly stock audits with the empanelled CA’s.• Reviewing field audit reports and ensuring relevance and accuracy of data provided.• Highlight the deviation in the functioning of deals and to raise an early warning.• Regularly conducting meetings with the clients for disbursal and repayments• Managed and supervised HOPE staff (Team of 5 executives).• Ensured 100% coverage on overdue advising to internal & external customers.• Reporting/Escalation of delinquencies & adhering to the collection process.• Developing process for better control, which increase productivity and are cost effective.• Conduct weekly reviews with Collection officer & collection agency to monitor the recovery status on client level.• Co-ordinate with the legal team to initiate necessary legal action which will ensure timely recovery of the overdue.• Prepare and collate necessary reports on overall portfolio & circulate to the senior management from time to time.

• Handled all delinquent customers for payments [Personal, Housing {Hos-under Construction property, HEI - smart home loan} & car loans].• Coordinated with pick up agencies for Mumbai & Pune region.• Motivation & Manage the collection agencies to ensure achievements of targets.• Guide agencies on specific cases to ensure timely action & maximum recovery.• Tracking efficiency and effectiveness of pick up agency on a daily basis and provide feedback.• Identifying and initiating legal action on chronic cases.• Retrieving applications form on skip cases for further course of action.• Conducting audit checks on payment and reporting the same.• Updating of daily MIS & preparing daily productivity reports • Effective resolve all customer complaints & providing solutions / escalating problems & also following up on escalations & closing them.• Handled the inbound process at the back office desk which comprises of billing of Agencies cash & cheque management • To control delinquency taking appropriate actions for the regions.• Liaising with internal department for query resolutions.• Achieving & exceeding monthly collection targetsAdditional Responsibility:Supervised a team of five officers:• Managing the team & explaining them the responsibilities• Explaining the set targets& drive them to achieve the same.• Timely review on the portfolio to get the desired result• Plan and review caller wise daily and weekly targets.• Monitoring caller productivity and providing feedback on performance.• Ensure proper follow up happen on all cases routed to the external agencies.• Maintained and consistently achieved team targets above 90%.• Conducting training program and organizing extracurricular events in the team to enhancebetter productivity.

• Tele calling on all delinquent customers for payments ( credit cards)• Ensure timely feedback on delinquent accounts from agencies.• Ensure proper follow up happen on all cases routed to the agencies.• Maintaining and improving consistently targets above 90%.• Coordinating with internal departments to resolve customer queries.Customer service department May 2000-October 2001Calling on those accounts where credit card holder has requested for cancellation of card facility. Main function was to minimize cancellation of card and explaining them the features and benefits of products.