Leadership of c600 staff across Hong Kong & China with end to end responsibility of administering the MPF & ORSO schemes of HSBC & HASE working closely with employers, members, the Sponsors and the Trustees

Run the Chief of Staff agenda for the Asia Head of Wealth & Personal Banking (WPB). Drive key strategic initiatives on behalf of the Asia Head of WPB Strategy. Work closely with the Regional and Country ExCo and their teams in execution of the strategy. Own the pen on critical papers, updates to forums including Asia ExCo, Group Executive Committee, etc. Work in tandem with key partners like Investor Relations, Group Strategy, Communications, etc for key events like Investor Day, interactions with regulators, press briefings, etc. Keep a finger on the pulse of the organisation enabling tangible discussions on critical topics that impact the business.

* Regional Quality Manager responsible for driving key initiatives across 17 Asia markets for their RBWM Contact Centre Businesses. Top Achievements: * Implemented & embedded a common Voice Design for Call Quality across the RBWM Contact Centres within Asia Pacific. * Implemented & embedded a common Non Voice design for Quality across applicable RBWM Contact Centres within Asia Pacific. Design includes emails, Social Media and Click To Assist. * Conceptualized & implemented a standard MI across all the RBWM Contact Centres within the Region & in the process became the only Region to be able to report on a Regional view of Quality performance across various KPIs * Worked closely with markets within the Region to define what good looks like & helping them come up with initiatives to improve performance on key Quality metrics. * Shared best practice with Quality teams in other Regions to help them improve their governance models

Primarily responsible for performance of any new hire batch outside the Integrated Service Delivery (ISD) phase. Handled multiple teams at all points of time and provided specialized coaching in line with the business requirements. Mentored various newly hired leaders across levels and locations, in a time of unprecedented growth and expansion of the Global Resourcing organization, to ensure consistency in approach and delivery and successful implementation of pilot migrations. Support provided to the US business partners by coaching & mentoring their managers from a procedures & performance management perspective. Six Sigma Yellow Belt Project completed and certified with benefits of $ 2135 per FTE per week in new hire onboarding Projects & other responsibilities included setting up the Kolkata operations including ISD plans & implementation, MIS, Quality, Training, etc. Implementation of eWFM, Data pop - CIMPHONY, etc. Creation & implementation of various MIS to aide SMT decision making. ;

* Front line agent handling customer calls & retaining them from cancelling their Credit Card insurance on Private Label Credit Cards, Bank Cards & Mortgages, etc. * Top Achievements - * Top performer across all Key Contact Centre Performance Indicators - won multiple awards & recognition for outstanding performance * Certified as a HSBC Call Coach to enhance & improve soft skills of my peer group by coaching & mentoring. * Appointed as a Floor Supervisor to handle escalated calls & drive numbers on the floor. Appointed as a team lead, to manage the day to day functioning of the team in the absence of the line manager * Conceptualized, created & implemented an extensive MI framework spanning across all levels (Agent, Team, Site & Enterprise) at varied frequencies (Day to day, weekly, fortnighly & monthly). * Inducted by the way of an entrance examination & completed a 9 months leadership development course sponsored by the Group (one of the 100 employees & only one of the two Customer Service Executives from a total of 15000 employees)

Global Quality Manager & Asia Pacific Quality Relationship Manager responsible for driving key initiatives across the RBWM Contact Centre Businesses globally with specific focus on Asia Pacific. Responsibilities include driving strategy & design and assisting the Global Lead of Quality in its implementation. Top Achievements: 1. Transfer of Sales Quality Checks globally from the Country Contact Centre Quality teams to the Country Sales Quality team in a record 2 months. This has helped with a) removing any potential conflict of interest owing to the changes in the organization's structure & b) freeing up time for the front line quality teams, which can now be used to drive Quality initiatives on the ground. 2. Implementation of an automated call selection process globally driving efficiencies for the front line managers & the quality team on the ground. More importantly, this has helped remove bias and reduced risk since the call selection is now systemic

Run the Chief of Staff agenda for the Asia Head of Wealth & Personal Banking. Key responsibilities include running key governance forums like the Asia WPB ExCo, own the WPB interactions with key stakeholders including regulators, investor relations, executive management, etc. Drive key strategic initiatives on behalf of the regional head of strategy, own the planning agenda. Work closely with the broader Asia & Global strategy team providing actionable insights aiding decision making