Mohammed Sahil Abdulla
Fresher
Bangalore ,Karnataka
Summary
Experienced and knowledgeable Senior Business Analyst with 09+ years of experience and a demonstrated track record of leading tactical planning, scheduling and project prioritization strategies for high profile initiatives, with focused experience in the areas of Reporting, Supervision, Business Administration and Change Management. Actively seeks to contribute expertise in advanced leadership, analytical thinker, project oversight and training aid development toward optimizing the goals of a world-class organization in a management role. Compassionate Case Manager experienced different environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Senior Exclusive Case Manager
HSBC Electronic Data Processing
Bangalore
08.2023 - Current
- Manage international account opening journey (24 Countries) and customer on boarding experience for the WPB customers with the Premier teams in all these markets
- Ensure 100% accuracy on all KYC and NON-KYC documentation and processing of customer instructions and Data completeness to be 100% for new accounts opened
- Ensure all entries captured on Core Banking are error free
- Subject Matter Expert (SME) – Delivering Training and supporting the new Joiners as Mentor
- Accreditation of the new Joiners with proper documentation
- Training Plan and Training Decks to be managed
- Managing Enhanced Due Diligence/VVIP cases/High Risk and Complex cases, Publishing of MIs and Reporting to management/stake holders
- Manage/update Inbound and Outbound procedure and seek necessary approvals
- Work with Onshore in assisting with CRF and CIP and global community and liaising with Change Control
- Ensure audit & compliance is adhered to at the time of on boarding as per Global Standards Manage communication effectively with branches / business compliance teams for facilitating international account opening journey for WPB customers
- Single point of contact for HSBC Premier Customers with international account opening needs case management of the end-to-end on boarding process WPB clients, RM and Branch
- Daily/Weekly/Monthly performance & Pipeline MI's to be submitted to Business
- Acquire and update knowledge on procedures related to relevant processes and improvement
- Interact with different teams namely RM's, Client Liaison teams, Account opening, KYC to negotiate / resolve the issues and work towards quick closure of the referral
- Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible
- Demonstrate Teamwork and Leadership Qualities proactively
- Effectively monitor all assigned referrals and ensure all actions pending with different teams in the bank are completed as quickly as possible
- Ensure that the process related procedures are implemented as per the process manuals and escalate Red Flag/Unusual Activities are identified and follow up until resolved
- Enhance customer experience on cross border account opening and ensure that the customer issues / problems are effectively investigated and resolved.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems
Senior Business Analyst
HSBC Electronic Data Processing
08.2020 - 08.2023
- Responsible for day to day work management along with Mailbox admin
- Providing Second Level Email support to Business in resolving HSBC's Global View Global Transfer product related issues and escalations
- Responsible for liaising with different stakeholders, IT, Business Relationship Managers to ensure all escalations are handled effectively on daily basis
- Trained new joiners with existing process and reports, assisted them with the queries and provided feed backs and monitored quality on regular basis
- Analyzing and Creating reports on a daily, weekly and monthly basis involving FX transaction report, Volume reports and MI Dashboard for top management
- Conducting regular audit to ensure customer data is handled at per HSBC's data protection policy
- Handling escalations of high profile customers and fast track payments Overseeing different segments under WPB such as Global Transfers/IEPS/ FLEX RATE/COSMOS
- Crisis Management and Liaising with various teams via chats/emails/calls
- Create IT tickets on GSD and monitor issue resolution and their closure
- Motivate the team to gain multi skills across different functions and support actively by identifying opportunities and leading initiatives to develop a multi skill team
- By delivering high standard of customer service and continuously raising the benchmarks for service
- By proactively seeking opportunities to improve Global RBWM FX products knowledge and skills both of self and my team
- Created and updated and governed the procedure document for the HSBC product
- Key resource for Regulatory reporting to RBI on daily basis
- Maintained agreed levels for productivity, quality and learning curve with Business units
- Deal with internal and external attrition and their operational effects and Drive customer centric quality initiatives Effectively identify operational Risks
- And comply with Group's statutory audit standards.
Assistant Manager
HSBC Electronic Data Processing
06.2018 - 07.2020
- Supporting Client Data Services Function as an Assistant Manager, contributing for FX & Derivative Product settlement
- Established and optimized schedules to keep coverage and service in line with forecast demands Collaborating with SSI & On boarding team to continue a series of break-less workflow to serve the customers
- Having an eye to detail for any missing link & close the gap to avoid any unexpected break in the process
- Communicated with managers of other departments to maintain transparency
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Developed and managed employee schedules, balancing individual requests and requirements with business needs
- Advanced to key holder and assistant manager-in-charge in manager's absence
- Planned team-building exercises to increase employee performance and job satisfaction.
Team Leader
Aegis Limited
06.2017 - 06.2018
- Demonstrated knowledge of company's mission, purpose, goals, and ability to help employees successfully achieve them Implemented new working processes which delivered continued improvements Provided constructive criticism regarding quality assurance on collections team phone calls Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service Trained team on all aspects of operating procedures and company services Coordinated weekly meetings for internal and external groups, including teleconferences and video conferences, interacting with all levels of management Cross-trained and provided back up for customer service managers Adhered to rigorous standards for customer service, merchandising, operational safety and store security policies and guidelines
Deputy Manager
Kotak Mahindra Bank
04.2015 - 04.2017
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives remained up to date on changing product and service options to provide top- notch support to customers and employees Eliminated functional bottlenecks by streamlining communication channels between management and employees Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency Provided strategic allocation of resources to various departments and managers in alignment with needs Analyzed and reported performance data, translating findings into practical improvement actions
Customer Support Associate
Travix Leisure and Travel Pvt. Ltd
02.2012 - 02.2014
- Provided primary customer support to internal and external customers in fast-paced environment Demonstrated computer skills for data entry and answered broad variety of e-commerce inquiries Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience Displayed flexibility and ability to adapt to quarterly policy changes and database re-organization Documented business processes and analyzed procedures to align with changing business needs
Education
Some College (No Degree) -
Times Pro
India 02.2015 - 02.2016
Bachelor of Commerce -
The Oxford College of Business Management
Bangalore,India 06.2008 - 02.2012
SIX SIGMA YELLOW BELT CERTIFICATION -
HSBC University
Bangalore,IndiaSkills
Strategic Leadershipundefined
Awards
- Awarded as Top Performer Sales for the year 2013 for the sale of $40,000 USD for selling the highest flight tickets for the month.
- Awarded 2nd place in Cultural activity and organizing fest in 2019.
- Feb 2018 - Mar 2018 Awarded "Best Team Leader” for consecutively two months at JIO
- Participated in CSR activities and Blood donation campaign also organized an event to raise money for Charity.
Projects
Brexit Project, 04/2019 - 01/2020, Assisted with huge migration of several Accounts from HBEU to HBUK, Worked closely with IT team to get the process Automated and avoid manual intervention mainly due to time constraint.
References
References available upon request
Timeline
Senior Exclusive Case Manager
HSBC Electronic Data Processing
08.2023 - Current
Senior Business Analyst
HSBC Electronic Data Processing
08.2020 - 08.2023
Assistant Manager
HSBC Electronic Data Processing
06.2018 - 07.2020
Team Leader
Aegis Limited
06.2017 - 06.2018
Deputy Manager
Kotak Mahindra Bank
04.2015 - 04.2017
Some College (No Degree) -
Times Pro
02.2015 - 02.2016
Customer Support Associate
Travix Leisure and Travel Pvt. Ltd
02.2012 - 02.2014
Bachelor of Commerce -
The Oxford College of Business Management
06.2008 - 02.2012
SIX SIGMA YELLOW BELT CERTIFICATION -
HSBC University
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