Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Eshwinjit Kaur Sandhu

Senior Business Analyst
Kuala Lumpur

Summary

I am a results-driven banking professional with over 12 years of experience. My background encompasses contact center operations, regulatory middle office, client data services, and Digital Business Services. I excel in analyzing complex business requirements and engaging stakeholders to drive data-informed decisions. With a proven ability to implement continuous improvement initiatives and governance frameworks, I have successfully collaborated with international teams to standardize processes and enhance operational efficiency. I am committed to leading cross-functional teams and delivering innovative solutions that align with organizational goals, making me a valuable asset for any forward-thinking organization.

Overview

12
12
years of professional experience
4
4
Certifications

Work History

SENIOR BUSINESS ANALYST - DIGITAL BUSINESS SERVICES

HSBC Electronic Data Processing (HDPM)
Kuala Lumpur
1 2022 - Current
  • Provide support to Global Businesses, Global Functions, and DBS, in addition to the legal entity provider and recipients across the HSBC Group, in relation to their service management responsibilities.
  • Query Management – administration of the query management tool
  • Support the resolution of queries, in relation to service performance and billing and in coordinating/facilitating the escalation of queries to the appropriate governance forums.
  • Provide appropriate weekly query ageing analysis for Account Manager escalation
  • Produce monthly query MI for the Regional COOs and CFOs
  • Review the query management tool functionality ensuring it is functioning as expected including proposing and testing new system enhancements for continuous improvement of the tool
  • Conduct trainings sessions for new resolver groups and demos of the new system functionality in the Intra Entity Forum as required
  • Conduct the monthly user hygiene activity by working with respective Supplier Functions and supporting them with Change Request creation
  • Ensure BAU SMS Account Management processes are completed in a timely and effective manner, through escalation with the Global and Regional SMS Account Management team if necessary.
  • Provide a standard and consistent way of dealing with intra-group billing and contracting queries and disputes, continuous review and improvement to enhance the end user journey, the scope of the queries that the tool facilitates, and the resolver groups associated with the query types.
  • Making changes to the HSBC Service Catalogue (amendment that will impact a service provided to a service recipient, resulting in the addition, deletion, reconfiguration, or alteration to the HSBC Service Catalogue).
  • Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
  • Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.

SENIOR APPROVER OPERATIONS CLIENT DATA SERVICES

HSBC Electronic Data Processing (HDPM)
09.2018 - 12.2021
  • Lead in creating/building macros to streamline and modernize processes.
  • Preparing monthly MIs for the senior management team, i.e. PLA performances, daily productions and EODs, escalation plans.
    Ensuring that the team meets/exceeds TAT and Quality PLA on a daily basis.
  • Lead in minimizing operational risk, including its identification, assessment, mitigation, and controls, loss identification, and reporting in accordance with the Group's Operational Risk framework.
  • Lead in maintaining HSBC's regulatory and internal control standards, including assisting management in the timely implementation of audit points. Performing the approval function to improve the methodology of the approval process, develop an effective approval checklist with a view to improving secondary control quality.
  • Work hand in hand with the senior management team and provide support for any ad-hoc projects involving data collation and analysis.

ASSISTANT MANAGER OPERATIONS REGULATORY MIDDLE OFFICE

HSBC Electronic Data Processing (HDPM)
05.2016 - 08.2018
  • Acts as a secondary control function with accountability for the design, implementation, and execution of quality assurance testing to provide assurance of the completeness, accuracy, and timeliness of HSBC trade and transaction reporting.
  • Produce and circulate high-quality daily Regulatory Reporting Management Information (MI), thereby playing a key role in helping ensure that HSBC Global Markets are reporting trades and transactions properly to regulators and exchanges under increasingly strict and comprehensive regulations.
  • Produce and circulate quality and timely Regulatory Reporting MI (Dodd-Frank Act Reporting MI, EMIR Reporting MI, Transaction Reporting MI, Trade Reporting MI) on a daily basis.
  • Centrally coordinate, manage, and control this process across vendor and other geographical locations to ensure regulatory reporting exceptions are managed effectively on a daily basis.
  • Monitor transaction reports and exceptions, and ensure that product areas are actively resolving outstanding exceptions on a daily basis.
  • Responsible for delegated client reporting, ranging from general inquiries on service, onboarding, reporting submission, and regulatory queries from clients and Business Unit partners.

SENIOR CUSTOMER SERVICE REPRESENTITIVE SINGAPORE CALL CENTRE

HSBC Electronic Data Processing (HDPM)
08.2012 - 04.2016
  • Answer inbound phone calls in a fast-paced work environment, providing timely and excellent customer service.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
  • Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
  • Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

BACHELOR OF LAWS -

UNIVERSITY oF LONDON, BRICKFIELDS ASIA COLLEGE
Brickfields
07.2011 - 2012.05

CAMBRIDGE INTERNATIONAL AS AND A LEVEL LAW - undefined

BRICKFIELDS ASIA COLLEGE
12.2010 - 2011.05

SIJIL PELAJARAN MALAYSIA (SPM) - undefined

SMK TARCISIAN CONVENT
01.2006 - 2010.05

Skills

Business Process Mapping

Proven record of stakeholder management and continuous improvement of business processes

Proven results-driven approach with the ability to take initiatives, handle multiple tasks and shifting priorities and meet deadlines

Data Analysis

Business process improvement

Business Process Mapping

Certification

Operational Risk Accreditation

Languages

English
Proficient
C2
Bahasa Melayu
Proficient
C2
Punjabi
Proficient
C2
Tamil
Intermediate
B1

Timeline

SENIOR APPROVER OPERATIONS CLIENT DATA SERVICES

HSBC Electronic Data Processing (HDPM)
09.2018 - 12.2021

ASSISTANT MANAGER OPERATIONS REGULATORY MIDDLE OFFICE

HSBC Electronic Data Processing (HDPM)
05.2016 - 08.2018

SENIOR CUSTOMER SERVICE REPRESENTITIVE SINGAPORE CALL CENTRE

HSBC Electronic Data Processing (HDPM)
08.2012 - 04.2016

BACHELOR OF LAWS -

UNIVERSITY oF LONDON, BRICKFIELDS ASIA COLLEGE
07.2011 - 2012.05

CAMBRIDGE INTERNATIONAL AS AND A LEVEL LAW - undefined

BRICKFIELDS ASIA COLLEGE
12.2010 - 2011.05

SIJIL PELAJARAN MALAYSIA (SPM) - undefined

SMK TARCISIAN CONVENT
01.2006 - 2010.05

SENIOR BUSINESS ANALYST - DIGITAL BUSINESS SERVICES

HSBC Electronic Data Processing (HDPM)
1 2022 - Current

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Eshwinjit Kaur SandhuSenior Business Analyst