1. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬Anuradha Bhardwaj▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬
email@example.com Mobile: 0-9866640493
Driven to achieve desired results in a culture of continuous improvement. Strong will to work independently in an environment
of change, challenge, multile deadlines and priorities. Have extensive experience of Business operational matters and is
passionateabout supportingindividulas and business to excel.
Results oriented professionalwith exposure to operations and sales with the ability to leverage skills and capabilities in the
Establising and implementing goals and objectives
Decision making in a pressured environment
Sharing knowledge and expertise in a highly professional manner
Proven success in leading teams, enhancing customer experience and meeting business objectives.
Successful in having a motivated workforce by inducing team engagement activities in the department.
Result oriented analytical skills with the ability to analyze and interpret information and use it for the success of the team.
INTERNATIONAL WORKEXPERIENCE ( Oct’15– Dec’15)
Worked at HSBC Singapore for a span of 3 months (Oct’15 to Dec’15) in the capacity of AVP- Operations supportingtheCredit Risk teams.
Recommended and implemented changes to performance management
Disciplined teams on Work Force Management system
Analyzed workforce capabilities and drafted plans for up skilling using various coaching techniques
Implemented various audits for compliance and enhanced Customer Experience
Drafted and rolled out peoplemanagement activities for motivated workforce
Successfully increased productivity and efficiency of the workforce
PROJECTS & MIGRATIONS
Lead of Customer Engagement Model(CEM) project from India along with the global group. Rolled out CEM amongst the identified
employee group and drafted progress on various platforms to check on the success rate. The project aimed at improving customer experience
while managing credit risk in themiddle east (HSBC MENA) region.
2. Migrated Premier Collections from Dubai (Middle East) and the team went BAU (business as usual) within a span of 1 month. Was
proactive in drafting the Process Note and additional policies required for smooth functioning of the Premier business. Prepared the quality
guidelines for assessing the work of the Premier team.
PROFESSIONL EXPERIENCE ( Nov2005 - till date)
1. HSBC – HDPI (VIZAG)
Employed with HSBC – HDPI Vizag, since Nov 2005 and July 2008 as Assistant Manager Operations for Credit Risk
Portfolio (Card and Retail & Premier Services). Responsible for meeting all statutory and mandatory requirements
associated with operations and for working within theframework of the company’s core values as well as promoting its
ethics and mission statement.
Assistant Manager Operations – HSBC MiddleEast : (April 2013 till date)
Secondment : AVP Operations – HSBC Singapore (Oct 30th
to Dec 30th
Assistant Manager Operations – Secured and Unsecured Lending for HSBC North America (March 2012 till
Assistant Manager Operations – Retail Products (June 2008 till Dec 2011)
Customer Service Executive – Unsecured lending HSBC North America (Nov 2005 till June 2008)
Proven track record of achieving and managing a team to exceedtargets.
Always ensured to have transformational conversations individually with theteam members to unleash their
greatest motivations on the job. This had helped not only to maintain a motivated workforce but meet the
business objectives month on month even in times of economic stress at various global markets.
Ability to engage and influence stakeholders.
Managing Customer experience project for collections portfolio. Responsiblefor managing and escalating
relevant customer concerns and getting the policies reviewed and revised.Proven successful in stakeholder
management – both internal and external. Ensured team members are involved in any recommended changes
i.e. performance, policies, rewards, etc to increase their level of involvement and importance. Open
communication and continuous engagement with the business partners helped in not just increasing credibility
but also in influencing them for any business related changes.
Training up newand existing staff as required
MOScertified in skilling staff for successful business and efficient workforce. Instrumental in coaching team
members on a daily basis based on therequired skill for better customer experience, better work safety practices
and productivity improvements. Work closely with the central team to devise production reports on time timely
basis for the staff to keep a check on their performance and department as a whole against the set PLA’s.
3. Piloted CEM (Customer Engagement Model) and was successful in implementation. Deliver sessions on
upskiling employees for improved performance and self development.
Introducing new policies andprocedures for enhancedCustomerExperience
Being a lead for “Face of the customer” had the platformto lead theglobal group (Cairo, Hyderabad, China,
Malaysia, Philippines, Australia) and directly interact with business partners and discuss therelevance of the
existing policies and procedures in thecurrent scenario. With positiveand continuous interaction was able to
change 13 policies and procedures for better business sense and enhancing customer experience.
Certified recruitment speacialist for various levels using the HSBC leadership framework. Had been part of
recruitment team for Business analysts and Supervisors.
Ability to plan, organize andpriorities workload.
Hands on experience in prioritizing and scheduling high priority activities so as to process and synthesize
information within the given time. This helps in preserving time for contingencies like meetings with the
business area, management meetings and also for supportingunderperformers with extra coaching. Worked on
Capacity planning and forecasting of resources to ensure smooth functioning of the business and also to achieve
Excellent attention to detail.
Ability to visualize, gather information, articulate, analyze, solve complex problems, and make decisions. This
helps to keep productivity and other areas of workforce function smoothly. Responsiblefor drafting
performance ratings for all the employees in the department basis the complete years performance and calibrate
the same with theentire management including the higher management for consensus.
Compliance and regulations (including Sanctions & PVC’s):
Responsible for monitoring and checking thetransactions for Sanction country customers. Work closely with
the compliance business team to effectively handle MENA sanction related customers appropriately. Also
responsible for monitoring PVC customers so as to offer appropriatesolution in line with regulatory guidelines.
Monitor and ensure employees work on their collection strategies within in thecompliance and procedural
standards. Keep a close check on their working procedures to ensure there are no regulatory violations.
Strong skills in the areas of communication andpeople management.
Conducted rewards and recognition for the department various times. Ensure high level of motivation exists in
the collection workshop on a daily basis using various strategies. Fun activities, team outings and recognizing
individuals with outstanding performance at various platforms. Have regular meetings with agents to check if
complaints or grievances exist. Interact with Business partners periodically to check on for new strategies and
any business developmental needs.
4. 2. ACUSERV Pvt. Ltd
ACUSERV Pvt Ltd was a third party call centre dealing with sales of different products and services by creating a Value
Proposition for U.S. based customers.
Worked in the sales portfolio of online yellow pages and mortgages for U.S. based customers with a track record of being the
best salesman in thedepartment.
Handled themortgages team and was instrumental in increasing the sales comparatively.
Worked closely with the loan approvers to ensure proper closing of the mortgage sale.
EDUCATION AND PROJECT
Post Graduate Diploma in Business Management with speciazation in Marketing and Human Resource Management.
AICTE, New Delhi
Bachelors in Commerce.
Intermediate from S. E.Rly School , Kharagpur (W.B)
ISC, New Delhi
from St. Agnes Convent , Kharagpur (W.B)
ICSE, New Delhi
Worked on a project based on Consumer Preferences for GCMMF (Gujarat Co-operativeMilk Marketing Federation) on Amul
AWARDS and ACHIEVEMENTS
Provided opportunity for overseas assignment – Singapore for a period of 3 months in 2015.
Certified in Management Operating System (MOS)
Nominated for Business Leader award 2014 – 2015.
Finalist of elite 100 Club for HSBC group in 2010.
Bagged Team of the month award five times in the year 2010 and thrice in the year 2011(Q1).
Awarded AMO Super Star four times in the year 2013-14 and also thrice in 2015 and in April 2016.
Team of the quarter (Q1& Q4) 2010
Bagged CSE Super Star award multiple times
PROFICIENCY IN LANGUAGES:
Proficient with the business language - English
5. Hindi, Telugu and Bengali.
Travelling to new places.
Listening to music.
Interacting with people.
Date of Birth : April 4th
Address: Rama Raj Towers, Flat F4, Ram Nagar, Visakhapatnam.
I hereby declare that the above information provided is correct and true to the best of my knowledge.
Place: Vishakhapatnam ( Anuradha Bhardwaj)