Hemavathi Iyer
Thane
Summary
A performance-driven professional with over 18 years of experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Associate Vice President
Calldo Integrations Private Limited
Mumbai, India (Remote)
09.2024 - Current
- Oversaw talent acquisition efforts, attracting top talent from diverse backgrounds and skill sets while maintaining a rigorous selection process for continued excellence within the organization.
- Led and executed strategic initiatives to streamline operations and drive financial growth, contributing to the company's scalability and long-term sustainability in a fast-paced startup environment.
- Established key industry partnerships, solidifying the company''s position as a market leader in its field.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Optimized team performance through effective leadership and staff development programs.
- Achieved departmental goals by developing and implementing strategic initiatives.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Premier Service Manager
Standard Chartered Bank
Gurgaon, India
07.2023 - 07.2024
- Maintaining high level of customer service and managing difficult customer situations
- Ensuring transactions are processed with a high level of accuracy and commitment within standard turnaround time in order to satisfy customer needs
- Adherence to laid down processes, facilitate first time resolution
- Minimize rejections and customer complaints
- Making sure the validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges
- Etc
- Are authorized / overridden by appropriate authorities
- Monitoring and tracking transaction volumes and ensure effective transaction migration to alternate channels of banking
- Ensuring compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
- Monitor customer satisfaction survey ratings and any other survey / feedback ratings taken from customers and ensuring continuous improvement to provide better quality service
Team Manager
Broadridge Trading and Connectivity Solutions (BTCS)
Mumbai, India
07.2019 - 05.2023
- Developed and executed new standard operating procedures to maintain accurate KPI expectations and streamline processes
- Managed team of 3 associates and closely worked with different teams like Sales/ Sales-ops/ Finance/ Invoice
- Provided clients across APAC, EMEA and America regions with fast and accurate software licenses, resolving any issues in an efficient manner
- Streamlined processes to effectively track and maintain process documents
- Able to prioritize tasks with minimal direction
- Work with team and management to deliver exceptional production operations by training, coaching and mentoring
- Migrated license processes from New York and Romania
- Visited Paris for leadership training
Manager De-Risking Compliance & Control
HSBC - Retail Banking & Wealth Management
Mumbai, India
12.2017 - 12.2018
- Support RBWM branch network on the de-risking initiatives undertaken by the bank
- To provide a consistently satisfied & accurate customer service via phone/ video/email to HSBC retail banking customers and liaising with branches/ key stakeholders to ensure timely and complete delivery of customer information
- Level One checks and approvals for account opening for RBWM (Retail banking and wealth management) clientele
- Performed checks on key KYC indicators prior to NTB (new to bank) customer onboarding
- Executed bank wide initiatives for implementing controls & processes for KYC fulfillment
- Carried out enhanced due diligence to mitigate risk of financial crime & money laundering
Senior Pensions Administrator
Jardine Lloyd Thompson India Pvt. Ltd
Mumbai, India
02.2010 - 07.2016
- Collaborating with UK counterparts for product & procedural queries
- Mapping organization wide risks with focus on assessing work processes, analyzing business issues, and suggesting ideas for improvement
- Conducting Detailed Training Need Analysis to identify the gap areas in skills & knowledge monthly
- Heading a team of 5-10 FTEs which includes 5 Processes
- Managing complex transactions and ensuring high quality deliverables
- Coordinating with onshore counterparts to achieve team targets on quality & accuracy
- Hold the merit of migrating new contribution investments process for one of UK’s biggest defined contribution pension clients, which includes preparing SOPs, streamlining process, setting standards & visiting UK office based in Bracknell
Senior Team Member
JP Morgan Services India (Pvt) Ltd
Mumbai, India
03.2009 - 02.2010
Insurance Executive
Prudential Process Management Services
Mumbai, India
03.2006 - 06.2008
Customer Care Executive
NCR Corporation India (Pvt) Ltd
Mumbai, India
12.2004 - 03.2006
Education
Post Graduate Diploma - Banking and Financial Management
Narsee Monjee Institute of Management & Studies (NMIMS)
06.2021
B. Com -
R.A. Podar College of Commerce and Economics
03.2004
Skills
- Team Management
- Process Migration
- Workflow Management
- Process Training
- Operations management
- Operational leadership
- Strategic planning
- Hiring and onboarding
Languages
Tamil
English
Hindi
Marathi
Personal Information
- Place of Birth: Mumbai
- Date of Birth: 10/24/83
- Nationality: Indian
Timeline
Associate Vice President
Calldo Integrations Private Limited
09.2024 - Current
Premier Service Manager
Standard Chartered Bank
07.2023 - 07.2024
Team Manager
Broadridge Trading and Connectivity Solutions (BTCS)
07.2019 - 05.2023
Manager De-Risking Compliance & Control
HSBC - Retail Banking & Wealth Management
12.2017 - 12.2018
Senior Pensions Administrator
Jardine Lloyd Thompson India Pvt. Ltd
02.2010 - 07.2016
Senior Team Member
JP Morgan Services India (Pvt) Ltd
03.2009 - 02.2010
Insurance Executive
Prudential Process Management Services
03.2006 - 06.2008
Customer Care Executive
NCR Corporation India (Pvt) Ltd
12.2004 - 03.2006
B. Com -
R.A. Podar College of Commerce and Economics
Post Graduate Diploma - Banking and Financial Management
Narsee Monjee Institute of Management & Studies (NMIMS)