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Mustafa Sultan Badami
Hyderabad,Telangana
Summary
Banking and operations professional with experience spanning client lifecycle management, product support, and operational excellence within HSBC.
Proven track record of driving process improvements, enhancing customer experience, and delivering business value through stakeholder collaboration, analytical problem-solving, and continuous improvement initiatives.
Recognized for taking ownership of critical product support functions, mentoring colleagues, and translating operational challenges into scalable, measurable solutions.
Passionate about business transformation, process optimisation, and leveraging technology to improve efficiency and service delivery.
Overview
5
5
years of professional experience
18
18
years of post-secondary education
Work History
OBKYC Product Support Analyst
HSBC Electronic Data Processing
Hyderabad, TG
02.2026 - Current
- Provide Level 0 (L0) support for HSBC onboarding and KYC platforms including Smart Serve and Connecto for internal and external stakeholders.
- Serve as a Subject Matter Expert (SME) for Connecto, supporting colleagues and stakeholders with product-related queries and issue resolution.
- Collaborate with technology, engineering and operational teams to investigate issues, drive resolutions and improve service delivery.
- Prepare and maintain Management Information (MI) reports using multiple data sources to support operational monitoring and decision-making.
- Support onboarding, training and capability development of new team members through structured knowledge transfer and shadow support.
- Assist colleagues with complex product and process-related queries, contributing to faster resolution and improved team effectiveness.
- Support operational discussions by identifying trends, raising risks, sharing insights and contributing to continuous improvement initiatives.
- Contribute to backlog reduction, operational stabilization and the expansion of HSBC’s centralized product support model.
Contact Center Representative
HSBC Electronic Data Processing
Hyderabad, TG
03.2024 - 01.2026
- Delivered comprehensive banking support for UK customers, resolving queries related to mobile/internet banking, credit cards, and account services.
- Acted as the first line of defense by verifying accounts, removing inhibits, and managing fraud detection, including handling Verified by Visa and 3DS authentication issues.
- Managed debit/credit card aspects, including charges, interest, statements, and account closures, while ensuring compliance with audit standards.
- Consistently exceeded key performance metrics: NPS (50+), Quality (80%+), Schedule Adherence (90%+), AHT (below 530 seconds).
- Proactively managed workflow efficiency, mentored new team members, and contributed to continuous service improvements.
- Provided process management insights, identifying opportunities for knowledge enhancement and smoother customer journeys.
- Raised customer complaints and feedback, ensuring timely resolutions and service enhancements.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Served as a Mentor for new joiners, leveraging the GROW and SMART coaching frameworks to support onboarding, enhance performance, facilitate knowledge transfer, and build confidence in delivering exceptional customer service.
Achievements: - Awarded the New Entrant Award for outstanding performance within six months of joining.
- Inducted into the 100 Club for 100% quality compliance.
- Successfully passed the Complaint QA Assessment demonstrating compliance and problem-solving expertise.
Associate Customer Service Representative
Sutherland Global Service
Hyderabad, TG
01.2023 - 11.2023
- Assisted users with queries on a global scale, delivering tailored solutions to a diverse customer base, including international markets.
- Provided resolutions for complex issues as part of the highest escalation team, managing critical on-trip cases with an 85% customer satisfaction rate.
- Utilized multi-channel communication—Chat, Calls, and Email—simultaneously to ensure efficient and responsive support.
- Served as a Subject Matter Expert (SME), supporting team members in meeting key performance metrics and maintaining operational hygiene.
- Contributed to overall team success by consistently ranking in the top 10 for individual performance based on company-defined metrics.
- Achievement: Earned the Best Behavioral Score and Top Solves Per Day Certificate within the first three months of joining, demonstrating exceptional problem-solving and customer service skills.
- Ensured compliance with company guidelines regarding data confidentiality when handling sensitive client information during communications or transactions processing purposes.
- Trained new hires on company policies, procedures, and best practices to ensure seamless integration into the team.
Operations Executive
Drink Prime
Hyderabad, TG
09.2022 - 01.2023
- Independently managed post-logistics service operations for the Hyderabad region, ensuring smooth execution and high customer satisfaction.
- Oversaw imprest cash management, ensuring accurate budgeting and financial control for daily service activities.
- Led and supervised a team of 30 agents, including Service and Delivery Executives, driving performance and maintaining service quality standards.
- Coordinated overall team performance by recognizing individual contributions, fostering motivation, and promoting a collaborative work culture.
- Resolved customer queries efficiently, achieving a 90% customer satisfaction rate through proactive issue handling and personalized service.
- Successfully managed Service and Delivery operations with consistent 95% achievement of key performance metrics, ensuring service excellence.
- Assisted the Talent Acquisition team with recruiting and onboarding new agents, contributing to the growth and strength of the service team.
- Collaborated with customers for media campaigns, organizing and conducting interviews at their residences to support promotional efforts.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Junior Operations Executive
Drink Prime
Hyderabad, TG
06.2021 - 12.2021
- Managed end-to-end logistics operations for the Hyderabad region, ensuring timely and accurate deliveries by the end of each business day.
- Oversaw daily financial transactions and budget allocations to support smooth regional operations.
- Handled escalations effectively by coordinating with relevant departments to ensure prompt issue resolution.
- Utilized the in-house CRM tool for efficient logistics tracking, order management, and operational oversight.
- Generated daily progress reports to monitor performance metrics, identify bottlenecks, and recommend process improvements.
- Led and supervised a team of 10, ensuring productivity, adherence to operational protocols, and fostering a collaborative work environment.
- Coordinated logistics operations including transportation scheduling, route optimization, and shipment tracking to ensure timely deliveries.
Education
Bcom - Honors - Commerce
Badruka College of Commerce & Arts
06.2019 - 08.2023
Class 12 - Economics
St Mary's Jr College
Hyderabad 06.2017 - 03.2019
Class 10 - School
Indo American School
Hyderabad 01.2005 - 03.2017
Accomplishments
- School Captain - School
- New Entrant Award | HSBC
- 100 Club for Quality Compliance | HSBC
- Complaint QA Assessment Passed | HSBC
- Ace of Service | HSBC
- Digital Change leader | HSBC
- Mentor/SME | HSBC
- Best Behavioral Score | Airbnb
- Top Solves Per Day Certificate | Airbnb
- Digial Advocate
Skills
Client Lifecycle Management (CLM)
Know Your Customer (KYC)
Client Onboarding
Banking Operations
Product Support
Customer Experience
Business Analysis
Process Improvement
Root Cause Analysis (RCA)
Continuous Improvement
Business Process Analysis
Problem Solving
Critical Thinking
Process Optimization
Service Delivery
Operational Excellence
Ticket Management
Escalation Management
Case Management
Stakeholder Management
Cross-Functional Collaboration
Leadership
Mentoring
Business Communication
Data Analysis
Management Information (MI) Reporting
Microsoft Excel
Microsoft Dynamics 365
Artificial Intelligence (AI)
Generative AI
Languages
English
Advanced (C1)
Urdu
Advanced (C1)
Timeline
OBKYC Product Support Analyst
HSBC Electronic Data Processing
02.2026 - Current
Contact Center Representative
HSBC Electronic Data Processing
03.2024 - 01.2026
Associate Customer Service Representative
Sutherland Global Service
01.2023 - 11.2023
Operations Executive
Drink Prime
09.2022 - 01.2023
Junior Operations Executive
Drink Prime
06.2021 - 12.2021
Bcom - Honors - Commerce
Badruka College of Commerce & Arts
06.2019 - 08.2023
Class 12 - Economics
St Mary's Jr College
06.2017 - 03.2019
Class 10 - School
Indo American School
01.2005 - 03.2017