Senior Leader in Global Customer Experience, responsible for deploying a Global approach for customer journey design as part of Digital Transformation agendaLead the Centre of Excellence of Design-led Thinking (DT) and Customer journey design for WPB. Support Businesses in the discovery and understanding of customer pain points across the end-to-end to journey and aid the creation of innovative solutions to improve both the CX and NPS scoresLeading Account Opening Value Stream for the retail bank as the Business Outcome lead with an aspiration to significantly enhance the CX and deliver an e2e Digital seamless journey for the customers.Delivered e2e design of essential Digital servicing journeys for Retails consumers like Cards Disputes, Account Servicing, Customer details amendment and StatementsChampioned the work with the Global Data Analytics to identify and deliver intelligent automation opportunities with the help of AI/Machine Learning for critical processes like FATCA and KYCSet up an internal niche consulting team to provide customer journey design support to Global Business and Markets

Leadership of Global WFM Programme along with Head of Operations, GSC HyderabadHead of WFM programme for HSBC operations spread across 60 countries and 45,000 staffOwnership and accountability for the overall execution of the Work force Planning and Service Management strategy for OperationsLed the programme for identification, procurement and deployment of right technology solutions to support state of the art WFM practicesDelivered productivity monitoring and real time performance management tools for 25000 colleagues across 23 Global locations in 7 different countriesDelivery of c USD15 Million run rate save through effective resource planning and capacity modelling in 2017

Provide leadership to a 4000 strong work force, serving customers in over 40 countries across 7 business services/functionsLed delivery processes to support consumer banking operations like Mortgage, Account Opening and Servicing, Contact Centers and Customer ServiceLed the build up of Risk Operations from almost zero to a world class KYC functionDirect cost accountability for circa USD25 million in the GSCCollaborate and work with the re-engineering and technology team to deploy robotics/automation programme in the service centreDrive a continuous quality improvement culture across all delivery processes in the GSC, ensuring that costs and headcount benefits are identified, realized and delivered to the business.Recruit, motivate, develop and retain a team of top calibre senior operations managers for the GSC.Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices.Cultivate an environment that supports diversity and reflects the HSBC brand.Provide leadership to HSBC Corporate Sustainability programme in the GSC and local community Delivered overall headcount reduction of 11% in 2015 – best in class across GSCsLed a highly engaged team- Global People Survey score of 80% in 2015, a top quartile result.

Leading a team of MBB/BBs to deliver Operational process improvements for 7 sites in India and Sri LankaAccountable to establish a production management culture across the region through the roll out of systems and management practices that focus operations management on: capacity planning, volume forecasting, optimising productive time,load balancing, eliminating non value activities and improving input qualityLead a team of Migration managers to make sure all the migration projects are delivered on time and as per the agreed success measuresAccountable to improve utilisation of physical capacity across all the sites in the regionLead various change/transformation/improvement programmes in the region so as to realise annual efficiency gains of 10% Establish the culture of continual improvement through design and delivery of appropriate training courses including Six Sigma and Lean certification programme

Lead / support key transformational initiatives within the TSC and CMB CoE by applying the principle – Eliminate, Automate, Consolidate and MigrateAssist CoE head in implementing Global Target operating Model and managing TSC related migrations in Service Delivery Drive execution of various projects and efficiency gain initiatives across the CoE such that the projected timelines and benefits are realisedLead process optimization/standardisation initiative for TSC CoESetting up robust monitoring and measurement process for TSC CoEEnsure that consistent practices are followed for project management, benefit tracking and realization across the CoEWork with all the risk functions to ensure the right control environment in TSC CoE operationsLead the project to do initial inventory analysis for CMB across 14 top countries and 8 key processes/activities to establish the level of consistency across various parameters like KPI, FTE deployed and extent on Centralisation. Output of the project has become the foundation of new client service model for HSBC CMB( commercial banking) customersProject managed the roll out of new risk mitigation utility KYCC/KYCS, first of its kind work in HSBC

Leading operations of all the key support functions at Global service centre in Kolkata including quality, business administration, physical security, internal control, business continuity management, compliance, internal communication, migration and capacity management Create an environment of Shared Services, by ensuring the various departments within Shared Services are working closely with each other, and the customer has one face for all their Support needsAdherence to agreed policies, procedures, SLAs established by Shared Services.Making decisions and authorizing transactions within limits and policy on site.Local implementation of projectsManage and monitor the implementation of Security and Fraud risk policy.Ensure following of the Internal Control and Operation Risk policies on site.Effectively control the Shared Services Capex and Revenue expenditure within approved plan.Provide overall strategy and direction to all Six Sigma programs. Set up quantified SLAs for all support functions and improved internal customer satisfaction level by 7%Lead the project to consolidate the operations over the weekend in one site which lead to annualized saving of USD 100KDelivered a saving of 10 % over the approved budget in 2008

To lead quality function and establish quality assurance process at HSBC Global Resourcing, KolkataProvide overall strategy and direction to all Six Sigma programs. To act as MBB for HSBC, GR South Asia including 5 centres in India and one in Colombo.Leading and mentoring Process Excellence initiative through out the organization including driving process improvement projects.To establish processes for monitoring and measurement of Key Process Indicators, create templates and lay guidelinesTo identify source of wastes and productivity improvement opportunities in the processes.To propose and monitor corrective/improvement solutions based on facts and data. To be responsible for all quality-related training in the BU, to develop training effectiveness metrics & track individual performance on a regular basis. To interface with the client/business partners at senior levels and contribute in client engagement.To identify opportunities and add value to the client businesses through the learning acquired from operations. To provide inputs to operations to organize special campaigns/events that focus on achievement of quality/performance metricsDelivered cost saving of USD 3 Million through various improvement projects in 2008Designed & rolled out centre wide MI system, identified as best practice across GR sites.Lead the project team for analysis of “Business Partner Satisfaction Survey” (Client Satisfaction survey) based on NPS (Net promoter Score) methodology across all 11 global service centres of HSBC.Launch of YB certification program which has been deployed across GR south Asia as best practice

Leading a team of quality professionals, deploying Six Sigma initiative, Internal Audit & Compliance drive for the complete Business Unit. Establishing & driving Quality management processes for smooth client service delivery, which includes processes for Customer Satisfaction Measurement & analysis, Transaction Monitoring, Process for Agent Performance Management, Training need identification & training effectiveness measurement.Leading & Creating Six Sigma deployment model in the business unit, including GB certification program, Black belt projects & mentoring of projects.Set up the BPMS & Processes for the complete Business unit.Set up Internal Audit Process for all departments and functions , Analyze and suggest possible solution to lay processesIdentification & driving of process improvement projects in the field of productivity, accuracy, customer satisfaction & cost optimization by analysis of Quality/Productivity & Client metrics.Developing training module & leading Quality training initiative across the BU.

Carrying out third party audits for various management systems as per ISO 9001, ISO 14001 & OHSAS 18001 standards.Conducting training programs on Six Sigma, ISO 9000, ISO 14000 & OHSAS 18001 related subjects. Business development for Six Sigma advisory services, ISO 9000, ISO14000, QS-9000, OHSAS 18001 Certification Services & other allied servicesAchieving revenue targetsDesigned & delivered specialized training program on ISO 9001:2000 for Banking sectorCarried out more then 200 third party audits including 40 audits in banking sector.