Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Hobbies and Interests
Projects Handling
Accomplishments
Timeline
Generic

KHAJA AZHARUDDIN

Hyderabad

Summary

Experienced Professional with 14+ years of experience and extensive expertise in team leadership and project execution. Demonstrated ability in strategic planning and operational coordination to optimize efficiency. History of driving process enhancements and boosting productivity through innovative solutions. Proficient in fostering strong organizational relationships to meet business goals and objectives.

Overview

14
14
years of professional experience

Work History

Manager Operations

HSBC
Hyderabad
05.2022 - 08.2025
  • Ensured compliance with industry regulations and company policies.
  • Led a team of 25 employees, ensuring high productivity and excellent customer service.
  • Led cross-functional teams to enhance operational efficiency and customer service.
  • Developed training programs to improve staff performance and compliance standards.
  • Managed project timelines to ensure on-time delivery of services and solutions.
  • Collaborated with stakeholders to identify business needs and implement strategic initiatives.
  • Oversaw performance metrics to assess team effectiveness and operational improvements.
  • Facilitated regular meetings to discuss progress, challenges, and team objectives.
  • Streamlined communication processes between departments for better collaboration.
  • Implemented best practices for risk management and regulatory compliance initiatives.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Provided leadership during times of organizational change or crisis situations.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Recruited and hired qualified candidates to fill open positions.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Implemented process improvements, resulting in an increase in operational efficiency.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Conducted performance reviews for team members.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Implemented quality control measures to uphold company standards.
  • Proposed or approved modifications to project plans.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Evaluated individual and team business performance and identified opportunities for improvement.

Assistant Manager

HSBC
Hyderabad
09.2019 - 05.2022
  • Managed daily operations to enhance customer service and support team performance.
  • Assisted in developing training programs for new team members and existing staff.
  • Supported management in implementing process improvements to streamline workflow efficiency.
  • Analyzed customer feedback to identify areas for service enhancement and improvement.
  • Mentored junior staff on best practices and effective client interaction techniques.
  • Oversaw scheduling and resource allocation for optimal team productivity and engagement.
  • Managed customer service inquiries and complaints in a timely manner.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Maintained up-to-date knowledge of company products and services.
  • Ensured compliance with safety regulations and company policies.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Resolved conflicts between team members in an effective manner.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Implemented quality control measures to uphold company standards.

Operations Test Analyst

HSBC Electronic Data Processing India Pvt Ltd (HDPI)
Hyderabad
10.2016 - 09.2019
  • Analyzed software applications for functionality and performance issues.
  • Created test plans and test cases for various projects.
  • Executed manual and automated tests on diverse platforms.
  • Collaborated with developers to resolve identified defects.
  • Documented test results and communicated findings to stakeholders.
  • Participated in requirement reviews to ensure clarity and completeness.
  • Maintained testing environments and configured necessary tools.
  • Assisted in training junior analysts on testing processes and methodologies.
  • Identified software defects and reported them in bug tracking systems.
  • Performed functional, system, regression and acceptance testing.
  • Documented all phases of testing activities in accordance with established standards.
  • Reviewed user stories, designs and requirements documents for accuracy of information.
  • Coordinated with multiple project teams to ensure successful integration of changes into production systems.
  • Maintained test environment setup, including installation of hardware and software components necessary for testing purposes.
  • Participated in code reviews to identify potential risks associated with proposed solutions.
  • Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
  • Created and maintained database of common and known testing defects.
  • Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
  • Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
  • Identified areas for improvement in existing processes to increase efficiency.
  • Reviewed project requirements, created test scenarios, and participated in testing of legacy system for update to new one.
  • Developed test plans, strategies and scope to ensure quality objectives were met.

Process Associate

Karvy Computershare Pvt Ltd
Hyderabad
12.2013 - 07.2016
  • Processed customer requests and maintained accurate documentation for transactions.
  • Collaborated with team members to ensure timely completion of tasks and projects.
  • Assisted in identifying process improvements to enhance operational efficiency.
  • Managed data entry tasks using proprietary software for client account management.
  • Conducted quality checks on processed documents to ensure compliance with standards.
  • Facilitated communication between departments to resolve client inquiries effectively.
  • Trained new employees on company policies and procedures for operational tasks.
  • Monitored workflow processes to identify bottlenecks and recommend solutions.
  • Participated in regular team meetings and provided input on ways to improve existing processes.
  • Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
  • Performed data entry tasks to update customer records and maintain accuracy of information.
  • Maintained accurate records of all transactions related to processes in accordance with company guidelines.
  • Identified potential risks associated with processes and recommended corrective actions.
  • Conducted daily process reviews to identify areas for improvement and increased efficiency.
  • Monitored performance metrics to measure process effectiveness.
  • Organized client meetings to provide project updates.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Assisted customers with product inquiries and service-related issues.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • Managed customer accounts using CRM systems for accurate record-keeping.
  • Trained new staff on customer service protocols and company policies.
  • Documented customer interactions to ensure compliance with company standards.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Process Associate

First American India Pvt Ltd (FAI)
Hyderabad
05.2011 - 09.2013
  • Managed customer accounts using CRM systems for accurate record-keeping.
  • Collaborated with team members to improve service delivery processes.
  • Documented customer interactions to ensure compliance with company standards.
  • Handled high-volume calls while maintaining a positive attitude and professionalism.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Resolved customer complaints promptly and efficiently.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Mentored junior team members and managed employee relationships.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.

Education

B.com - Computers

Osmania University, Maitreyi Degree College
Hyderabad
05-2010

CEC -

Gautami Academy Junior College
Hyderabad
04-2007

SSC -

Unique Public School
Hyderabad
04-2004

Skills

  • Customer Service
  • Customer Support
  • Customer Centric
  • Data Processing
  • Data Analytics
  • Quality Analytics
  • Quality Control
  • Quality Improvement
  • MI reporting
  • MS office Suite
  • Process Improvement
  • Optimization and Mapping
  • Adaptability
  • Communication
  • Quick Learner
  • Time Management
  • Team Management
  • Project Management
  • Performance management
  • Stakeholder Management
  • Workforce Management
  • Risk Management
  • Regulatory Compliance
  • Problem solving
  • Operations Management

Personal Information

Date of Birth: 09/06/88

Languages

  • English
  • Hindi
  • Telugu

Hobbies and Interests

     Spending quality time with my 4 kids and family.

     Listening to Music.

Projects Handling

  • LMS (Liquidity Management Solutions) Migration, Led the migration of the GLE system to the LMS platform, facilitating a seamless transition and enhancing liquidity management capabilities. Ensured data integrity and operational continuity during platform migration, supporting critical processes and client services. It was a big bang migration which includes (50000+ customer accounts to migrated from the Old GLE Platform to New LMS Platform. Collaborated with cross-functional teams to execute the technical implementation, minimizing disruptions to daily operations. Conducted thorough User Acceptance Testing (UAT) to validate system functionality and adherence to performance standards. Supported the successful deployment of the new platform, ensuring alignment with business requirements.
  • Project ENA
  • Project CRR2
  • Project Hawk
  • IBOR transition project GDRE SAAS Migration
  • Project Green Field
  • Project remedy
  • Earth and Moon Project

Accomplishments

Ø Awarded Service Excellence Award for Quarter OCT 2012 to DEC 2012, First American India Pvt Ltd, recognizing outstanding performance and contributions.

Ø Recognized multiple times with 'Star of the Batch,' 'Performer of the Month,' 'Star of the Month,' 'Super Star Award,' 'AMO Super Star Award,' and 'Management Super Star' awards’ in HSBC

Ø At HSBC for consistent high achievement and dedication. Nominated for the Star of the Business Award in 2018, acknowledging significant impact and contributions to the business.

Ø Received multiple BPO Thank You Awards and Certificate of Appreciation in Karvy Computershare, highlighting commendable performance and contributions.

Timeline

Manager Operations

HSBC
05.2022 - 08.2025

Assistant Manager

HSBC
09.2019 - 05.2022

Operations Test Analyst

HSBC Electronic Data Processing India Pvt Ltd (HDPI)
10.2016 - 09.2019

Process Associate

Karvy Computershare Pvt Ltd
12.2013 - 07.2016

Process Associate

First American India Pvt Ltd (FAI)
05.2011 - 09.2013

B.com - Computers

Osmania University, Maitreyi Degree College

CEC -

Gautami Academy Junior College

SSC -

Unique Public School

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KHAJA AZHARUDDIN