Satish Gopal R. Email & Phone Number

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, MY

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Visionary Strategist: Spearheading the development and seamless execution of holistic, long-term brand marketing plans, strategies, expansions, and budgets, translating the brand vision into tangible growth opportunities.- Brand Maestro: Evolving the company's brand positioning and messaging, creating captivating narratives that resonate with customers.

Kuala Lumpur, Malaysia

- Mastermind of Full Spectrum Operations: Driving marketing & branding, franchise development, P&L management, partnerships & collaboration, product management, and social media marketing across all business domains.- Visionary Strategy Architect: Conceiving and executing dynamic business strategies and tactics, skillfully managing the marketing budget to.

Kuala Lumpur, Malaysia

• Achievements
• Successfully implemented effective cost reduction initiatives to reduce operational costs by 29% within the first six months.
• Orchestrated turnaround of service level performance to reduce abandonment rate from 21% to 14%, accelerate agent support time from average of 40 minutes to 15 minutes as well as improve the overall productivity from.
• Harnessed the Six Sigma methodology to enhance operational management resulting 20% and 7% reduction in operating and fixed expenses respectively.
• Improved business culture through practice innovation culminated zero attrition for six consecutive months and a record level of 86% in employee satisfaction rate.
• Conferred the Best Manager of Operations for Global Operations for 2011, 2012 and 2013

Kuala Lumpur, Malaysia

• Achievements
• Surpassed performance benchmarks by achieving reductions in abandoned rate and average talk time, from 18% to 12% and 8.29 minutes to 5.65 minutes respectively. Additionally, secured an exceptional team quality score.
• Recognized with the prestigious Iron Man Award for spearheading the Most Improved Process Migration.Accountabilities:
• Oversaw comprehensive call center operations, encompassing quality assurance, performance management, and meticulous reviews.
• Strategically devised staffing plans for the ASE project, optimizing hiring costs and orchestrating the rescheduling of 700 candidates across 450 sites for the Prometric Server Virtualization Project.
• Championed the identification and execution of improvement opportunities, offering effective coaching and feedback.

Kuala Lumpur, Malaysia

• Selected as Manager cum Process Trainer to spearhead the migration of the new Canadian Mortgage Process covering migration documents preparation as well as hiring and training plans development.
• Drove effective and efficient operations as well as service delivery excellences including scheduling and optimizing, performance monitoring as well as procedures review and enhancement.
• Led the implementation of process improvement for first direct banking enquiries and introduction of performance management indicators.
• Conducted a series of training and hands on exercises during the process remigration to India.
• Implemented the MI Rationalization Six Sigma Green Belt Project to reduce time in analyzing and preparing the monthly Management Information.
• Awarded the Best Manager of Operations in 2008 and 2009 as well as Best Assistant Manager of Operations in 2005 and 2006.

• Enable seamless support to meet the ambitious and aggressive migration plans for a specific andassigned GSC site, which involves implementation of a wide variety of processes from HSBC Group companies.
• Ensuring the migrating business entity procures the relevant sign-off as mandated by the risk team.
• Liaising with Operations, HR, IT, Compliance, SFR, BRCM and Finance Team to ensure seamless support to the rest of the team in achieving the annual Migration plan.
• Create/review training plan and learning curves for a new migration in conjunction with Operations and Business partner and monitor the achievement of the same.
• Educate and coach site & regional stakeholders on migration methodology.
• Monitoring and tracking the desk capacity management and implementing the capacity optimization techniques.