The Customer Value Management function provides a leadership framework for service excellence and complaints management for HSBC. As a role holder, I am responsible for the fruition of projects culminating from this strategic intent. The purpose of the job is to identify process optimization opportunities and ensure that the right trends, information and concern areas are identified and highlighted to the management for timely corrective action. It also requires proactive planning and forecasting holistic customer centric strategies.Key responsibilities also include:• Project Management is a key aspect of the role. I have worked upon projects that involve engagement with various stakeholders and counterparts in other markets.• Complaint Analysis and making recommendations that improve effectiveness of service standards and reduce complaints.• Governance and developing a culture around complaint management has been a key responsibility • Handling Grievance Redressal Mechanism of the Bank and to mitigate the reputational, legal and regulatory risk arising out of complaints. • The job includes risk assessment and analysis, monitoring and testing of key controls, issue management and implementation of action points.

• Achieving Branch profitability through a healthy top-line and strict cost control measures• Business Development across product range, there by exceeding growth targets in key business areas as per AOP• Strengthening the operational efficiency of the branch by implementing laid down internal and external control standards• Building an organization and culture that is committed to the delivery of outstanding customer service and enhancing customer loyalty and satisfaction• Driving Business Vision and Brand Building in the local market• To lead and motivate a set of relationship managers, acquisition and service teams. Ensure continuous learning, development and recognition for team members.

HSBC, Main New Delhi Branch is one of the Flagship Branches for HSBC, INM. The role encompasses handling complete operations, service delivery and maintaining operational controls. The profile includes:• Develop and maintain a strong service culture across the service and the sales teams• Drive people management through effective communication of plans and achievements, and ongoing appraisal, counseling and training on and off the job. and through regular discussions and feedback • Responsible for Risk Management and to ensure audit and operational efficiency by identifying control weaknesses and maintaining strict process controls• Responsible for Compliance Management by fostering a compliance culture and implementing the Group Compliance Policies• Deliver all Retail processes as per internal guidelines, with best in class operational and service delivery audits, customer VOC and external mystery shopping scores• Recognized as the best performer for delivering sales through service and driving customer experience for 6 consecutive years from 2007 till 2012. Achieved the distinction of leading the branch service team to the top position Pan India within a period of one year from starting up of a new branch

In this assignment as Customer Services Manager, I was challenged to set up the Punjabi Bagh Branch (1st Branch in West Delhi). I was responsible to set up the entire operations and also to re-position and grow the Business in West Delhi, a strong and rapidly growing area in the city. HSBC’s presence through its sole branch in the city was limited, and fairly challenged, by competition from other foreign players.

• Handling the back end operations for all the Retail Banking customers at North India• Constant engagement with the business, adherence to laid down SLA’s, ensure efficiency of operations and provide support so as to meet the organization goals and customer satisfaction• Responsible for end to end operations (handling of the Bank Litigation Cases / Account opening, account closures, routine maintenances / handling deceased claims / dispatch of statements / preparing interest certificates etc.• Undertaking various projects relevant to the organization

HSBC is the market leader in Trade and amongst the leading foreign banks in this field. This was my first job and I got the opportunity to work in this stream. Handled various jobs during this tenure which included handling Letter of Credits, Transfer of LC’s, Purchase and Collection of Export and Import Documents, Purchase & Collection of Bills, handling Nostro outstanding, BRC’s , R –Returns etc.