Manager Management

Fuzel M.A Khan acas4q@r.postjobfree.com

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Permanent :-

Qamar Park III Apt 602,Geeta Nagar Phase Seven, Mira Road

(east),Thane:401107 Contact Numbers: 096********,

098******** D.O.B- 21 August

1980

[pic]Self-Analysis:

Talented Individual with a strong management and administrative background.

. Result Oriented Individual with an approach towards achieving business

objectives.

. Strong interpersonal skills with people from all different disciplines

within the company.

. Efficient in Multi Tasking

. Committed to excellence in performance.

Skills

. Team Management

. Operations

. Good Interpersonal Skills

. Good Written and Verbal Communication

. Multi Tasking

. Self Motivated

AREAS OF EXPOSURE AND EXPERTISE:

Assistant Manager HSBC International Operations Credit Cards UK (Secured E

Messaging - Voice / Non Voice) Nov 11 to Sep 13

. Ensuring all transactions is processed within the agreed SLA.

. Ensuring unit maintains 98% processing error free.

. Ensuring regular error & rework reporting and analysis.

. Monitoring the risk within the unit and report any such.

. Maintaining accurate productivity MIS using the systems / tools

available.

. Maintaining accurate and complete individual performance tracking

history.

. Maintaining accurate performance actions history.

. Producing analytic performance report at both individual & unit level.

. Proposing performance corrective plan.

. Organizing regular performance recognition ceremony to address high

/exceptional performer/achiever.

. Providing coaching to individual on career & performance management.

. Ensuring monitoring team attendance.

. Ensuring accurate and advanced annual leave planning/ day off.

. Ensuring adherence to bank policy, behaviour competencies and frame

work.

. Developing multi task environment within the unit members.

. Day to day coordination with other team leaders on resource planning

and staff allocation.

. Attending to regular audit report and address any observations

. Maintaining zero open audit observations by the dead line.

. Identifying any potential risk/fraud and take precaution action.

. Ensuring monitor unit activity against AML policy and fraud free.

. Developing productivity regular report with analytic to the current,

future resources plan and current flexitime position.

. Developing resources plan on a regular basis(weekly, monthly &

yearly)

. Monitoring unit productivity on a daily basis and take corrective

actions to improve both individual and unit productivity.

. Developing multi task environment within the unit members.

. Maintaining weekly productivity meeting with the unit team members.

. Attending to regular performance review (monthly, quarterly, midyear

appraisal & yearly appraisal).

Assistant Manager HSBC - Credit Cards Tele-calling Debt Management (Voice

- Non Voice) July 08 to Nov 11

. Ensuring successful achievements of the set targets and Maximising

Financial& Operational benefit from the same.

. Strategising and Planning daily activities for the team to ensure

successful achievement of business numbers.

. Analyse payment trends for cases and provide feedback to the credit

team on any early warning signs of risk and fraud.

. Track performances through various MIS generated and recommended

strategies for improvement of portfolio efficiency.

. Monitor performance of team by regular review of daily, weekly and

Monthly performance.

. Analysing MIS to track Efficiency and effectiveness at team and

individual level.

. System training and product knowledge to new officers.

. Auditing internal procedures & processes of the department and

ensuring a good external audit rating. Also ensuring that we abide by

all Compliance regulations.

. Quality coaching and counselling of team by regular barging in to

calls taken.

Tele calling Agent - HSBC (Voice)

Oct 06 to Jun 08

. Managing flows for cards West &North India through effective dialler

calling.

. Managing automated dialler calling for west mainly Ahmadabad & Pune.

. Establishing contacts with the delinquent customers after the due date

and convincing them to make the due payment.

. Identifying potentially high risk cases and allocating the same to

Field verification agent at an early delinquent state.

. Resolving Customer queries and effectively handling customer disputes.

. Liaising with other departments to resolve any procedural issues.

. Working within prescribed procedures and guidelines and initiating

action as per the existing debt management strategy.

TOTAL ORGANISATIONAL EXPERIENCE- (Oct 2006 - Till Date)

The Hong Kong and Shanghai Banking Corporation (HSBC)

(Oct 06 to Sep 13)

. Assistant Manager HSBC Cards Operations UK - Secured E Messaging

Nov 11 till date

. Assistant Manager HSBC Mumbai-Credit Cards Tele-calling Debt

Management July 08 to Nov 11

. Tele Calling Agent HSBC Mumbai - Card Product Division

Oct 06 to Jun 08

Global - E - Services International Mumbai Call centre (2005 - June 2006)

(Voice)

Job content - UK process outbound, Calling Existing customers of different

telecom service providers of UK and cross selling them services of XLN

Telecom.

Achievements - Was awarded as a best Executive in December 2005 for selling

maximum XLN telecom lines to existing customer of British Telecom (BT).

ICICI Lombard General Insurance Co. Ltd. 2003 - 2005 (experience 2 years)

. Sales officer Vapi (Gujarat ) ( Insurance Comprehensive )

Job content - Establishing contacts through calling and Visit to MNC,

Hotels, Companies, School and bank referral's, Walk-ins & selling

Comprehensive insurance & investment products.

Total Experience 9 Years and Sep 13

MAJOR ACHIEVEMENTS:

. Internal promotion at regular intervals as a result of consistent

performance from a Debt Management Officer to Debt Management

Executive in a span of 12 months.

. Was also awarded as best caller in 2007 was achieving a resolution

rate of 87% Pune portfolio.

. Was awarded as best supervisor along with team for good resolution in

List calling of High portfolio customers.

. Sep' 10, I was nominated as Best supervisor in Overall performance.

. CBS trained ( CENTRE BUSINESS SOLUTION )

. June' '11' I was nominated as Best supervisor for overall performance.

. Consistent performer in Overall Operational Efficiency % report (OOE).

. Successful in Retaining the best resources 100%

. Initiated & Assisted in Project Card Efficiency Improvement provided 5

FTE benefit in 2012 to the Process & 2 FTE benefits in 2013.

. Was Awarded as BEST AMO Superstar for Nov 2012 on Overall Operational

Efficiency.

. Zero Overtime in 2012 ( No cost to company )

. Was Awarded as BEST AMO Superstar for Feb 2013 on Overall Operational

Efficiency.

. Highest Insurance premium generated for ICICI Lombard by selling

insurance to Vaibhav Water Park.

In my current process we respond to customer queries in a very secure way

of channel. We have application known as KANA where we send the responses

on their secure id's. It also involves lot of challenges identifying Anti

Money Laundering cases so when we notice any suspicious case we create

Money Laundering Suspicious Activity Report and forward it to compliance

team & from there it is forwarded to UK enforcement Law team for further

investigation.

I drive my team who raise alerts to business area and then the same is

forwarded to branch to monitor suspicious transaction trends. I have weekly

meetings with my Business area and agenda for meetings are Quality, SLA,

Ops losses, and Operators participation. I am also engage in weekly &

Monthly Rewards & Recognition.

My job is to also mitigate risk pertaining to Operational, Reputational.

Timely feedback to agents and adhering 99% quality parameters, meeting

SLA's (Service Level Agreement). I also conduct Business continuity plan

for my process every six months.

EDUCATIONAL AND ADDITIONAL QUALIFICATION :

. Bachelor of Commerce - Mumbai University

. Diploma in Computer - NIIT

Personal Information

Languages Known - English, Hindi, and Gujrati & Urdu.

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