Archana Mukherjee

• Lead the execution of operational strategies across multiple business units, ensuring alignment with overall business objectives, and performance targets.
• Collaborate with cross-functional teams to drive initiatives aimed at improving workflow efficiency, reducing operational bottlenecks, and enhancing customer satisfaction.
• Conduct comprehensive performance assessments, and develop actionable insights to optimize productivity and service delivery.
• Oversee large-scale transformation projects, utilizing Lean Six Sigma principles to streamline processes and reduce waste, leading to improved profitability.
• Manage stakeholder relationships, ensuring effective communication, and alignment of expectations throughout project lifecycles.
• Develop and implement Key Performance Indicators (KPIs) to track progress and measure the success of operational initiatives.

• Wealth operations operate in the UK, Singapore, the Middle East, India, Canada, Jersey, Malta, Malaysia, the Philippines, and Bermuda, catering to HSBC retail banking customers in end-to-end activities, starting from account opening, account servicing, to account closing.
• As a Site Lead, I directed operations for two Global Service Centers located in Hyderabad and Kolkata for 10 markets across APAC, MENA, Europe, the UK, Canada, and Bermuda, with a span of 350+ FTEs.
• Managed operations, strategic planning, and talent development.
• Transformed and managed areas like Corporate Actions, Announcement Services Utility Team, Account Opening, Account Closures, Reconciliation of GRU breaks, Transfers, AML, Transaction Monitoring, KYC, and Settlements for Wealth Management.

Global Payments Operations & Investigations

Regions Managed: Hong Kong (HK), Middle East (UAE, Oman, Qatar, Bahrain, Kuwait, Egypt), Bangladesh, India, US, Bermuda, Canada, Australia (AU), New Zealand (NZ), Payments, and Investigations.

The investigation process deals with the return of funds, the inability to apply, funds recall, amendments, and re-effecting payments. Process involves sending swifts (MT199, MT192, MT103 etc.), liaising with various banks.
The payments process deals with the inward and outward processing of funds globally to all banks and also handles inter-account transfers.

Key Role and Responsibilities:

Provide leadership to a team of 143 members across Payments and Investigations for varied business regions, consistent with group company policies and standards.
• Have led Operational Excellence (OPEX) for Payments COE Hyderabad since Q4 2017.

• Leading and working in a cohesive and supportive team environment driven by people centric values.
• Ensure compliance with audit requirements by performing audit checks as required by the process, in line with business requirements with nil findings.
• Develop staff to achieve business objectives and individual potential, sharing knowledge, experience, and providing assistance on referred issues.
• Ensure processes and procedures are continually reviewed and improved and changes are communicated and implemented effectively.
• Focus on employee-related concerns such as attrition well below the agreed levels.
• Have successfully launched Functional model across my section between Hong Kong and MENA teams which resulted in efficiency gain, optimum utilization and improve knowledge levels of staff. This has been considered as role model for rest of the Payments COE.

Key Accomplishments:

• Increase STP rate in Payments and Investigations for Hong Kong with 600%, 400% in MENA, 80% in Australia/New Zealand investigations with resulted in reduction of 25 FTE and reduction in customer complaints.
• Collaborated with the Transformation team and implemented the Referral+ tool in Hong Kong Payments for automating the referral process, resulting in a reduction of 3 FTE. This has been set as an example for rest of the operating units in payments COE and was successfully launched in APAC regions (Singapore / India).
• Implemented ILF workflow (Intend Led Flow) in the GPI system for Hong Kong investigations for smooth processing of transactions, with a 70% reduction in manual efforts.
• Successfully implemented GPS (Global Payment System) application in AU Payment process with 75% STP resulting in reduction of 2 FTE .
• Streamlined the investigations process with reduction of 15 FTE by cross training in to different teams.
• Identified and initiated a project in revenue leakage which resulted in annualized sustainable cost saves of US$150K+
• Remotely migrated a 5 FTE Compliance process on US Investigations in a record time of 2 months and the process went BAU with nil issues
• Conducted E2E review of all the processes under my gamut of daily operations and suggested process improvement ideas to business partners resulting sustainable TAT improvements post implementation.
• Reviewed and streamlined Training Plans and Learning Curves across all the processes managed
• Ensured a clean audit (Nil High Risk/ Repeat findings) during the Group Audit, Compliance and ICD (Internal Control Department) review.
• Nominated for the Business Leadership Award for the year 2018.
• Winner of the “Business Leadership Award,” Payments COE, for the year 2020.

Responsible for planning daily capacity and assessing the requirement for additional capacity if required, on an ongoing basis.
• Motivate, mentor, and develop the team, provide feedback and recognition, apart from handling process-related query resolutions and escalated issues.
• Create a supportive work environment driven by people-centric values, and facilitate continuous improvement through the identification, implementation, and sharing of best practices in conjunction with peers and line management.
• Provide clear leadership to the team, consistent with peers, and line management.
• Produce, analyze, and interpret Management Information Systems, and use the same to identify team performance issues, and take appropriate actions by means of either development plans or action plans.
• Plan for effective utilization of resources, manage team and individual performance against objectives, and ensure that the level of performance is in alignment with the targets set according to the Process Level Agreement.
• Hold ongoing career development discussions, 1-on-1 sessions, and collaborate with employees on formal development plans, and incorporate them into individual employee goals.
• Ensure adherence to operational risk controls in accordance with company and regulatory standards, policies.

Key accomplishments:

• Imparted Global Payments Systems (a new system of transmitting payments) training to the team of 30 for a period of 3 months and was instrumental in the successful launch of the same within the agreed timeline.

• Significantly reduced overtime from a high of 687hrs to Nil
• Recognized as the Best Team of the year in 2011, 2010 &, 2007.
• Demonstrated capabilities by reducing attrition rate from 1.5% to 0.5%
• HSBC Lean Six Sigma Yellow Belt certified for reducing internal errors by 27% Received AMO – Superstar Awards twice
• Worked together with senior management of Hyderabad & Bangalore sites to roll out the de-risking plan for Oman, Kuwait and Jordan process
• Successfully completed remote migrations from Oman for the following processing and auditing queues (Loans, PIB Exceptions, BCC Vouchers) and ensured BAU within 3 days of training.
• Reduce OT of prevailing 410 hours (team size of 15) to NIL in seven months by cross training resources (Dec`10 – Jul`11).
• Played a key role in standardization of HBME process and worked on revision of work flow, which is now R2BP (Rationalize & Re-use of business processes) certified.
• Successfully completed an HSBC Yellow Belt project on Optimization of processing rates across geographies, this helped in increasing the process efficiency of Oman Remittances (Payments and HSBCnet CoE) leading to a 1 FTE benefit to BA.
• Successfully completed an HSBC Yellow Belt to reduce the internal errors from existing level of 0.75% to 0.5% of average monthly volumes
• Employee of the year for 2006 from HSBC Group Service Centre, H2
• Winner of the Top Achiever Award for 2006 and a proud 100 Club Winner from HSBC Group Service Centre,
H2.