Philip Davidson

• Led daily operations for a team of 20+ members, establishing clear performance goals aligned with organizational and client objectives

• Improved Customer Satisfaction (CSAT) scores by systematically analyzing customer feedback, identifying performance gaps, and implementing targeted corrective actions

• Conducted regular performance reviews evaluating key metrics including productivity, quality of output, and adherence to Service Level Agreements (SLAs)

• Collaborated with RPA (Robotic Process Automation) teams to design and deploy automation bots, resulting in enhanced accuracy and significant reduction in manual processing

• Leveraged enterprise platforms (PeopleSoft, Salesforce, Workday) to manage operational workflows, monitor performance metrics, and maintain data & process accuracy

• Cultivated and strengthened client relationships through proactive escalation resolution and consistent delivery of high-quality service

• Performed in-depth process audits, developed corrective action plans, and regularly updated Standard Operating Procedures (SOPs) to align with changing business requirements

• Served as Subject Matter Expert (SME) for ticketing systems and core operational processes across the team

• Led root cause analysis (RCA) for operational errors and drove implementation of sustainable corrective and preventive measures

• Coordinated closely with cross-functional teams to optimize workload planning, manage escalations, and execute process improvement initiatives

• Served as Business Analyst at HSBC, analyzing business processes, identifying improvement opportunities, and implementing high-impact solutions to enhance operational efficiency

• Collaborated with cross-functional stakeholders to elicit, document, and analyze business requirements, ensuring strong alignment with organizational objectives and strategic priorities

• Identified process gaps and inefficiencies through detailed analysis, recommending and driving targeted improvements that optimized workflows and business outcomes

• Applied advanced data analysis and modeling techniques to uncover insights, quantify opportunities, and support data-driven process enhancements

• Presented findings, insights, and actionable recommendations to senior stakeholders, facilitating informed decision-making and successful solution implementation

• Managed project timelines, deliverables, and milestones, ensuring on-time completion of initiatives while maintaining high standards of quality and accuracy