Bhanu Prakash Motwani
Vishakapatnam
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Group Manager (Senior Manager Operations)
WNS
Vishakapatnam
05.2022 - Current
- Currently handling BPO operations for FedEx in shipping & Logistics domain, Spread across four locations (Dalian, Bucharest, Pune and Vishakapatnam)
- Pilot for the project/Business transition from previous vendor to WNS
- Handling a team of 4 DM’s and 16 AM’s across locations for 4 LOB’s with a circa head count of 240 FTE
- Played a vital role in transition of Business from previous vendor to WNS
- Effectively worked with various departments (Training, Quality & Transition) to ensure smooth transition of Business
- Worked with PMO’s of vendor and vendee for business alignment and hassle free transition
- Worked with developers and digital transformation team to build on a tool for effective tracking mechanism
- Ensuring Management and Employee full understanding of Business needs, Quality Audit, Tracking progress towards goals and measuring results
- Conducted analysis on the errors and incidents to create awareness and presented in larger forums across sites
- Handling the bigger teams with multiple stakeholders efficiently with maintaining production availability and work rate
- Worked on a project (project boomerang) with country RM & Pricing teams on the reduction of errors and alignments of the desktop procedures.
- Successfully migrated additional business from different vendor into WNS within the same process
Manger Operations
HSBC (EDPI Banglore-DBS)
Bengaluru
12.2020 - 05.2022
- Handled payments processing and payments investigation team of Circa 90 FTE for 6 countries from MENA Region (Oman, Qatar, Bahrain, Kuwait, Egypt and UAE) across 2 locations
- Ensuring Management and Employee full understanding of Business needs, Quality Audit, Tracking progress towards goals and measuring results
- Conducted analysis on the errors and incidents for the year to create awareness and presented in larger forums across sites
- Worked with developers to create the E-learning modules on various aspects in payments risk and compliance to create enable users to refresh knowledge on the day-to-day working environment
- Worked in multiple streamlining projects like STP, Project falcon (Modernization of HUB)
- Worked on E-Learning module creation for Payments staff for creating awareness, knowledge assessment and refreshers
- Ensuring that the quality and SLA parameters are always met for all the countries and the loses/escalations are kept at the bare minimum across payments processing and Investigations
- Handling the bigger teams with multiple stakeholders efficiently with maintaining production availability and work rate
- Handling Team management, performance management and end-to-end process related activities for multiple countries
- Managing the stakeholders and maintaining a positive feedback from the stakeholders
- Worked operational excellence tools and implemented the same to achieve daily operations and team building activities effectively
- Officer In-charge during the absence of the AVPO to manage entire process related activities and escalations with end-to-end resolution
- Member of the People committee group
- Member of the Risk committee group
- Worked on project Epiplex to digitize and simplify the learning content, Mandatory modules and Standard Operating Procedures
- Mentored candidates for moving up the ladder
- Various Sessions conducted to create awareness to mitigate errors which lead to operational Incidents and Operational Losses
- Regular coaching ensured to underperformers to ensure improvement in the monthly and yearly performance
- Consistently monitor and meet team productivity and work rate achieve the team performance objectives
- Drive team’s efficiency to ensure the team’s productivity levels and reduce overall overtime
- Ensuring adequate training is being provided to the new joiners/other staff where ever process knowledge gap identified
- Handling multiple process Re-migrations end to end from the time of initial discussion ensuring smooth transition of process
- All the loses/events are being recorded on Helios without fail in line with the stipulated time
- Part of the Sox audit in UAE where a walkthrough was provided on the controls and evidences submitted with NIL finding.
Assistant Manager Operations
HSBC (EDPI Vizag)
Vishakapatnam
04.2017 - 12.2020
- Managed 5 different process under different Portfolios for UK Region
- Monthly update and governance calls held with the relevant stakeholders (Onshore and offshore)
- Follow pre-defined processes, guidelines, provided Standard Operating Procedures (“SOPs”) to meet required level of accuracy and productivity
- Coordinated activities between departments to ensure efficient use of resources.
- Resolved customer complaints promptly by providing appropriate solutions.
- Thoroughly check Product details to ensure accuracy and completeness of the data
- Analyze data and identify new trends and patterns to drive business results by conducting Root Cause Analysis (RCAs), TNI, etc
- Ensuring the AHT and TAT are met for the processes as applicable
- Provide coaching and feedback to specialists on both individual cases & wider process challenges/ changes
- Ensuring that the current process handled by me are running at the optimum level and ensure that the operations are smooth
- Act as an escalation point, providing clear and concise guidance in line with agreed project policies and procedures to the UK Customers as required
- Established Internal Controls for Quality & maintaining Service Level Agreement parameters
- Production analyses on continual basis to ensure available resources are used to the optimum
- Initiated cross training of resources end to end within the process
- Part of BPTW Committee
- Part of CPL (Cards Premier league) committee
- Hosted Off Site event a department level
- Hosted H1 Awards at a Site level.
CSE-COMPLEX CHARGEBACK AND REPRSENTMENTS
HSBC (EDPI Vizag)
Vishakapatnan
03.2015 - 04.2017
- Role/Responsibilities- To deal with complex cases on both Visa Credit Cards and Debit Cards and Master Credit Cards, which involves high levels of investigation, Take Inbound calls, make outbound calls, Deal with representments received for the disputes raised and raise further investigation if required
- Additional Responsibilities: Floor support (referrals) on process related queries
- Work on High pound value cases/managerial files
- Handle and provide further assistance on escalations and Service Failures relate to complex queries or cases
- Work on escalated E-Mails and resolve with in stipulated timescales
- Worked on FOS (Financial ombudsmen Service) related high level escalation cases
- Worked closely with the relationship managers on FOS cases and provided timely resolution which helped achieve better customer satisfaction and saves to the company
- Sessions conducted for the team to understand the importance of FCA and FOS guidelines.
CSE- CC DISPUTES TELEPHONY COE (UK Region)
HSBC (EDPI Vizag)
Vishakapatnam
02.2013 - 03.2015
- Job includes resolving Debit and Credit card dispute related queries of the customer’s in a timely manner with meeting all Regulatory requirements
- Role/Responsibilities: Primarily to take inbound calls in a high voiced environment from both internal customers such as HSBC direct and Branch and directly from HSBC Customers in relation to debit and credit card disputes
- Additional Responsibilities: Floor support (referrals) on process related queries
- Worked on Manger files (requires immediate attention because of High amount or cases nearing the last date of chargeback)
- Reviewing and providing synopsis on escalations and Service Failures
- Rendering Support to the Back End team and help them finish the work queues as and when required
- Taken up addition-delegated tasks beyond my bandwidth to accommodate AMO’s request and completed within the required TAT
- Actively collated data for the FCA checks on recurring transactions from the month of Jan till date
- Help managers with providing them additional support in terms of monitoring the canvas and take escalation calls
- As No Ops loss sighted till date enabled an opportunity to review the Ops loss for the entire team and check if the Ops loss can be saved
- Actively participated & conducted the corporate sustainability events and also conducted the daily devotionals in absence of my AMO along with conducting recreational Fun Fridays.
Customer Service Representative
HSBC (EDPI Vizag)
Vishakapatnam
06.2011 - 02.2013
- Worked for U.S.A Retail Credit Card as Customer Service Executive
- Deputize in absence of managers and maintain the team performance
- Taking quality session for teams to share update and error trends
- Call monitoring/coaching for Peer Group to provide increased customer experience
- Take part in call calibrations and Quality meets to improve quality.
Education
MBA - Human Resources Management
Andhra University
Vishakapatnam 04-2022
J.D. -
Magadh University
Bodh Gaya- Patna 03-2007
Skills
- Strategic Planning
- Customer Relations
- Client Engagement
- Operations Management
- Performance Improvement
- Staff Development
- Continuous Improvement
- Performance monitoring
- Feedback Delivery
- Complaint Handling
Languages
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Upper Intermediate
B2
Timeline
Group Manager (Senior Manager Operations)
WNS
05.2022 - Current
Manger Operations
HSBC (EDPI Banglore-DBS)
12.2020 - 05.2022
Assistant Manager Operations
HSBC (EDPI Vizag)
04.2017 - 12.2020
CSE-COMPLEX CHARGEBACK AND REPRSENTMENTS
HSBC (EDPI Vizag)
03.2015 - 04.2017
CSE- CC DISPUTES TELEPHONY COE (UK Region)
HSBC (EDPI Vizag)
02.2013 - 03.2015
Customer Service Representative
HSBC (EDPI Vizag)
06.2011 - 02.2013
MBA - Human Resources Management
Andhra University
J.D. -
Magadh University
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