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
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
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)
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
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
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
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
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)
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