Suresh Swaminatha Rao
Senior Project Manager - Operations Transfromation
Tung Chung
Summary
Experienced professional with expertise in Operational and Business journeys for CIB Clients. Skilled in developing high-performing teams, driving Operational excellence, and maximizing productivity. Results-oriented leader with a focus on objective outcomes and inspiring others. Proven ability to address problems, resolve performance issues, and achieve desired results.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Senior Project Manager
HSBC
Olympic, Hong Kong
04.2021 - Current
- Maintained schedules to meet key milestones at every project phase.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion.
- Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
Manager CMB HK KYC Ops
HSBC
Central, Hong Kong
03.2019 - 03.2021
- Lead for AMH CMB KYC Ops NTB team: Responsible for the team’s output in terms of commitment to quality and production of profiles.
- Primary liaison and interface between KYC Ops, Middle Office & COO offices
- Ensure that the governance meetings are conducted with the team and any issues and concerns raised are addressed appropriately.
- Lead and Support Global Initiatives for HK KYC ops teams and support overall implementation of Strategic business initiatives.
Team Manager – GBM HBTR KYC Ops
HSBC
Istanbul, Turkey
12.2017 - 12.2018
- Lead for the HBTR GBM KYC Ops team: Responsible for the onshore team’s output in terms of commitment to quality of profiles and timeliness of delivery for Master Groups, New Business and Periodic Renewals.
- Primary liaison and interface between Client Management Group, Financial Crime Compliance and Business partners.
Assistant Vice President – GBM MENA KYCS Team
HSBC
Bangalore, India
10.2015 - 11.2017
- Offshore Lead for the MENA KYCS team: Responsible for the offshore team’s output in terms of commitment to quality of profiles and timeliness of delivery for Master Groups, New Business and Periodic Renewals.
- Create a cost awareness environment within the team and work with the team leaders and functional/Stream lining heads to identify & propose process re-engineering efficiencies.
Manager Operations – GBM MENA KYCS Team
HSBC
Bangalore, India
06.2013 - 10.2015
- Interim Lead for the MENA KYCS team: Responsible for the offshore productivity and quality for the New Business and Periodic Renewals teams and be the primary Point of contact for onshore KYC, Banking Middle Office, Financial Crime Compliance and Business partners.
- Create a cost awareness environment within the team and work with the team leaders and functional/Stream lining heads to identify & propose process re-engineering efficiencies.
Assistant Manager – GBM Global Remediation Team (GRT) KYCS
HSBC
Bangalore , India
01.2012 - 05.2013
- Set up the first Transaction Activity Team for GBM KYC Ops.
- This role also involved liaising with the business partners as well as colleagues and senior onshore partners to manage the remediation activities for Global KYC Teams
Assistant Manager – International Banking Centre
HSBC
Bangalore, India
01.2010 - 12.2011
- Successfully migrated UK Inbound process; created robust MI; managed the CSAT scores for the Premier traffic coming to the Onboarding country.
- Regular liaison, negotiation and collaboration with other IBC’s and branches located globally to achieve the end goal of customer satisfaction.
- In addition to the above took the responsibility to manage the corridor between Australia and UK and successfully improved the CSAT scores.
Assistant Manager – Customer Experience Team - HSBC Direct
HSBC
Bangalore, India
08.2008 - 12.2009
- Responsible for managing the center’s Customer Satisfaction Performance.
- Monitor error, quality and consistency trends for the site, flag issues and address bottlenecks.
- Facilitate Treating Customers fairly workshops across the site.
Assistant Manager Operations – HSBC Direct
HSBC
Bangalore, India
04.2007 - 07.2008
- Managed a team of Customer Service Executives in an operational environment, ensured adherence to all Service Level Agreements and exceeded all targets assigned.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Customer Service Representative – HSBC Direct
HSBC
Bangalore, India
09.2004 - 03.2007
- Started the career as a Customer Service Representative by supporting UK Contact centers in HSBC Direct.
Education
ICA Diploma - International Money Laundering
ICA
The University Of Manchester 03.2017 - 09.2017
Advanced Certificate -
ICA
The University Of Manchester 10.2013 - 04.2014
Six Sigma - Yellow Belt
HSBC
GSC Bangalore 01.2012 - 06.2012
Global Premier - Stage one & Pillar II
HSBC , Premier
GSC 01.2010 - 01.2010
Bachelor of Science - Mathematics, Statistics & Physics
Mahatma Gandhi University
Cochin 06.2001 - 04.2004
Skills
- Project execution management
- Strategic planning
- Effective resource allocation
- Workflow redesign
- Enhancing operational efficiency
- Process optimization
- Driving cost reduction strategies
- KYC compliance expertise
Comprehensive project management
Project timeline management
Accomplishments
- Assigned for a secondment to Turkey at a time when the bank had stringent criteria for candidates and approvals had to be sought on an exceptional basis only for best fit Candidates
- Significant recent 'At Our Best Recognitions'
- Recognized by Ciara O’Leary, Regional CMB COO Mgmt & CAO, Global COO (Global Business) under the category 'Gets great results in the right way' for outstanding contributions under the SBI project, 12/2020
- Recognized by Sabina Kasperkiewicz, Regional Head CMB KYC Ops - ASP under the category 'Champions Change' for contributions and support provided to the SBI project, 10/2020
- Recognized by Andrew Blach, Regional COO, CMB - ASP under the category 'Builds Trusted Relationship' for seamless collaboration with Middle Office in ironing out operation issues, 04/2020
- Received numerous recognitions while leading and supporting GSC Teams including –Business Leader, Managing for Performance, Team of the Quarter, Superstar etc.
Attributes
- Ability to Multi task and meet strict deadlines, question standard practices and work on multiple deliverables
- Good Team player with strong analytical, negotiation and presentation skills
- Excellent communication, leadership skills and ability to drive performance under high work pressure
- Proven expertise with Process and Customer Experience, continuous strive for excellence
- Exercise a high degree of discretion, mature judgment & tact in handling issues sensitive in nature
- Appetite for risk identification and streamlining process
- Transparent and honest in decision making and communication
Timeline
Senior Project Manager
HSBC
04.2021 - Current
Manager CMB HK KYC Ops
HSBC
03.2019 - 03.2021
Team Manager – GBM HBTR KYC Ops
HSBC
12.2017 - 12.2018
ICA Diploma - International Money Laundering
ICA
03.2017 - 09.2017
Assistant Vice President – GBM MENA KYCS Team
HSBC
10.2015 - 11.2017
Advanced Certificate -
ICA
10.2013 - 04.2014
Manager Operations – GBM MENA KYCS Team
HSBC
06.2013 - 10.2015
Six Sigma - Yellow Belt
HSBC
01.2012 - 06.2012
Assistant Manager – GBM Global Remediation Team (GRT) KYCS
HSBC
01.2012 - 05.2013
Global Premier - Stage one & Pillar II
HSBC , Premier
01.2010 - 01.2010
Assistant Manager – International Banking Centre
HSBC
01.2010 - 12.2011
Assistant Manager – Customer Experience Team - HSBC Direct
HSBC
08.2008 - 12.2009
Assistant Manager Operations – HSBC Direct
HSBC
04.2007 - 07.2008
Customer Service Representative – HSBC Direct
HSBC
09.2004 - 03.2007
Bachelor of Science - Mathematics, Statistics & Physics
Mahatma Gandhi University
06.2001 - 04.2004
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