Started my career in the IT Staffing (US) in 2006 and have got experience in the same for 2+ years. After which I've pursued my masters. I've then got an opportunity to work with HSBC in Hyderabad. Joined as Customer Service Executive in the Complaints Team in 2010 and have progressed to a Team Manager and continue to work in the same company and which i always esteem to be one of the best in the industry. At present i manage a team of 20 in the Complaints Team. Responsible for the following:• Overseeing Day to Day Operations.• Ensuring Team meets the expected PLA’s agreed with the stake holders.• Regular coaching and performance reviews are documented.• Understanding the challenges of the team and guide them appropriately by doing side by sides.• Planning and prioritising work appropriately.• Working collaboratively with the trainers and team managers to ensure associates are ready to join production and are provided all the tools for success.• Manage and resolve escalated customer concerns and complaints and use appropriate business judgment, making considered decisions to manage monetary adjustments (in line with authority level) that protect and enhance HSBC values, reputation and the business.• Supporting Different GSC’s for all customer related queries.• Completed Audit Checks for the Team and two other GSC’s.• Analysis of Reopen and Financial Ombudsman Cases (which have been in favour of cust)• Coaching, performance management and absence management.• Managing employee related concerns such as retention, absenteeism, employee grievances and under-performance in compliance with local disciplinary procedures and authority levels.• Identifying and managing new hire issues re performance and behaviors.• Timely completion of all internal records.• Discussing Career Growth with the team members and guiding them accordingly.• Timely completion of mandatory compliance, risk and regulatory learning modules• Continually review work practices to improve productivity, whilst identifying activity that compromises ability to spend time with individuals or your team.• Effective record keeping to ensure staff files and training BAU sign-offs are maintained.