SQL / Oracle
Neelanjan Bandopadhyay
Project & Systems Manager
Puchong
Summary
- An energetic, enthusiastic, positive, self-motivated person with proven program and project management skills embodied with analytical mindset and problem solving attitude
- Passionate to deliver outstanding results through consistent hard work, innovative leadership, efficient teamwork supported by effective communication, developing interpersonal skills and stakeholder management
- Ability to quickly adapt as per situational changes and develop rapport with stakeholders by being open, honest & dependable and committed to meet targets and deadlines
- Keeping abreast with the latest technological advancements in the industry/market and ability to learn new techniques with a steep learning curve
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Collection Systems & Project Manager
HSBC EDP Malaysia
Kuala Lumpur
2016.10 - Current
- Leading Regional Collections Transformation & Streamlining Programs, viz. C48 Collection Systems Transformation, C26 Offer Management Program incorporating Strategic & Tactical Solutions by adopting Agile Methodology for key AP Markets
- Managing E2E Program & Project Life Cycles to align w Values Stream Budgets, Timelines, Change Management, Plan Delivery by Internal IT & External IT Vendors
- Actively Monitor Progress & Spend vis-a-vis Plan & Apply Checks as & when necessary
- Engage w Sponsors & Stakeholders to Mitigate Risks, Issues & Dependencies, Obtain Approvals, Progress Updates, Contingency Planning, Escalate as per requirement
- Coordinating AP Collection VS IT Delivery for BAU Enhancements, QBR Prioritization & Backlog Pipeline Management
- Leading Proof of Concept for Digital Collections for AP by engaging 3rd Party Cloud based SaaS
- Leading Initiatives for Automation & Digital Customer Communication Channels for Collections in multiple AP Markets to improve Collection Performance & Reduce Cost of Collections
- Inculcate Best Practice sharing to promote commonality of approach, methods and tools across different business & IT delivery teams to ensure timely resolution & avoid re-occurrence of production related issues
- Adopting a "Together We Can" approach, Challenging Status Quo & Asking the 5 Ys to understand the issue & formulate an acceptable solution
Operations Transformation & Process Excellence
HSBC Global Services
Kuala Lumpur
2016.05 - 2017.10
- Coordinating the Fast Start Initiative for HOST EAST (ASP & MENA countries) and the International Market Program for ASP countries by supporting delivery of streamlining projects/initiatives in all markets and ensuring Nil variance in POAP, PST & Pipeline and negotiating roadblocks
- RePM lead for RBWM Operations streamlining - Wealth & Insurance Business Services globally and lead the country RePM teams to achieve the POAP commitments
- POC for Wealth & Insurance related matters and report the progress on a monthly basis to the senior leadership whilst managing the WIBS related projects, highlight appropriate risks and recommend contingency measures
- Lead the HSBC Mauritius RBWM (Mortgage & related products) End-to-End Re-engineering involving 4 key interventions (e-Workflow deployment, e-Channel enhancement, elimination of multi-layered reconciliations & automation using EUCs or Lite Automation tools) to realize sustainable savings through efficiency gains, reduce TAT and improve customer (external & internal) experience
- Collaborate and co-ordinate with cross-functional teams (Risk/IT/HR/Finance/COO) to ensure successful delivery of re-engineering initiatives
Re-Engineering & Production Management
HSBC Global Service Centre
Kolkata
2015.01 - 2015.05
- Facilitating streamlining agenda for GSC Operations (Global HOST & Functions) and supporting execution of streamlining initiatives for various business services in GSC Kolkata
- Desktop analysis of current process/operations involving MI analysis to identify key lever based re-engineering strategies to achieve sustainable saves and improve customer experience
- Working with key stakeholders & end users to understand current issues and problems from the viewpoint of business, financial and operational improvements of the process, backed up w MI generation and documentation of baseline measurements (viz. Volume, Processing Time, Work Rate, Production Availability & Process Efficiency)
- Managing and coordinating end-to-end review of global business service processes and workflow, document and communicate process changes, enhancements and modifications to stakeholders and end users to ensure effective
implementation of solutions - Design, develop & deploy EUC based on VBA (Excel based macro with or w/o MS Access/SQL Server) for various business services (HSS, Credit Services, Wealth BS, Mortgage BS)
Strategic Business Transformation Support
HSBC Global Service Centre
Kolkata
2013.01 - 2014.12
- Managed various work structures for 3 key projects (US RBWM & CMB)
- Working with various business groups to facilitate regional implementation of new or improved business processes and products
- Develop, standardize and maintain new or improved processes/products based on findings and analysis
- Capture inventory of current business processes and process mapping to define current business activities for the
development of enhanced procedures and models - Planning implementation tollgates and ensure adherence to agreed timelines
- Responsible for tracking, reporting and governance activities of the streamlining initiatives
- Key Projects - i) US RBWM Security Device Rollout
ii) US CMB Client Remediation
iii) US RBWM Kana Rollout
AM, Work Force Management
HSBC Global Service Centre
Kolkata
2009.07 - 2012.12
- Intraday resource allocation based on forecasting and resource schedule management for a ~1000 FTE contact centre
- Generation and maintenance of all business unit reporting and governance
- Data mining and analysis for trend, forecasting and gap analysis
- Co-ordination with HR & LnD for recruitment and pre-process training activities
- Managing attrition based on early warning system and providing feedback to process senior management
- Key Projects - i) Leave Management System
ii) Wrap/Idle Time Reduction
Assistant Manager - US Card Operations
HSBC Global Service Centre
Kolkata
2007.05 - 2009.06
- Manage team of up to 24 CSEs handling queries/issues/concerns of US credit card accounts holders
- Ensure exceptional customer service is provided ensuring first call resolution, appropriate ownership, empathy and optimal cross-selling opportunities are utilized in each and every interaction by the team
- Quality adherence monitoring and action plan based performance management
- Prepare analytical reports for span on key SLAs, viz. AHT, FCR, C-SAT, Offer & Sales Rate, Fee Waiver, etc.
- Ensure achieving and improving process SLAs for span by adopting the monitor, coach & develop model
- Interacting with business partner and senior management for delivery of process change and improvement
initiatives - Key Projects - i) Sales Run Rate Improvement
ii) Fee Waiver Variance Reduction
iii) CSAT/FCR Improvement
Education
MBA - Public Systems Management
IISWBM
Kolkata 1998.01 - 2000.12
Six Sigma Green Belt Trained -
Warwick University
2001.04 -
Project Management Professional Trained -
PMI
2001.04 -
Skills
Program / Project Planning & Management
Software
VBA / Macro
Clarity
Jira & Confluence
Timeline
Collection Systems & Project Manager
HSBC EDP Malaysia
2016.10 - Current
Operations Transformation & Process Excellence
HSBC Global Services
2016.05 - 2017.10
Re-Engineering & Production Management
HSBC Global Service Centre
2015.01 - 2015.05
Strategic Business Transformation Support
HSBC Global Service Centre
2013.01 - 2014.12
AM, Work Force Management
HSBC Global Service Centre
2009.07 - 2012.12
Assistant Manager - US Card Operations
HSBC Global Service Centre
2007.05 - 2009.06
Six Sigma Green Belt Trained -
Warwick University
2001.04 -
Project Management Professional Trained -
PMI
2001.04 -
MBA - Public Systems Management
IISWBM
1998.01 - 2000.12
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