PK MOHAMMED HIDASH
AVP Operations Support
Hyderabad,TG
Summary
Dynamic and accomplished leader with over 20 years of experience in managing collections, liquidity, and cash management processes, along with expertise in operations, project management, and operational support. Seeking a leadership role in the ITES domain to leverage professional competencies and industry knowledge to drive significant contributions to both top and bottom-line results. Recognized for delivering impactful outcomes while fostering a collaborative team environment, with a proven track record in managing financial operations and leading strategic initiatives. Proficient in risk management and financial analysis, maintaining a strong focus on achieving organizational goals in fast-paced settings.
Overview
19
19
years of professional experience
Work History
AVP Collections Operations Support, Ops Support Manager
HSBC Data Processing India Pvt Ltd
12.2018 - Current
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Established policies and procedures that improved operational efficiency within the organization.
- Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
Assistant Manager Operations, Process Trainer, Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
02.2007 - Current
- Led a team of 12 analysts working on global liquidity products offered to 20 countries. Conducted production verification testing and actual production for existing and new customers.
- Assessed & updated production incidents to all the stake holders and regional Product teams to minimize client impact.
- Followed up with various support teams in new functionalities are testing and certifying from operations end prior to offering to customers.
- Led the operations team of 15 FTEs involved in collecting on delinquent accounts based on customer feedback compliments and complaints.
- Guided team members in surpassing agreed performance metrics by ensuring effective resolution of consumer delinquency issues.
- Conducted monthly coaching process as mentioned within the global resourcing coaching document within the department.
- Focused on training and development of new joiners based on business and operational requirements.
- Functioned as Customer Service Executive involved in making outbound calls in a voice-based process and collecting on delinquent accounts.
- Core member of the Liquidity Management team awarded the “Best Team” award in Cash Management for consistently rendering superior quality service
- Recipient of awards like Star performer, Centre of Excellence Award, Star of the COE and Team Leader during tenure with the organization
- Bagged awards like Best Assistant Manager Operations awarded 20 times (COE level) and Best Team award 18 Times (COE Level)
- Acknowledged as part of the “100 club semifinalist” in HDPI for the year 2009 from US Collections (Global award)
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Senior Manager Operations Payments, Manager Operations Payments
Standard Chartered Bank Global Business Services
04.2017 - 12.2018
- Provide leadership to a team of 5 Managers and 10 Associate Managers in managing liquidity cash management projects and production catering to 29 countries across the globe in compliance to established service level standards with all the countries.
- Assist over 500 wholesale banking customers in managing various liquidity products. Assess and update production incidents to various stakeholders for maintaining seamless operations.
- Draft and present service level agreements, obtain sign off from all country stake holders like Cash management, legal, sales, solution delivery, finance and customer service group post setting up of liquidity management process.
- Coordinate with the stakeholders to set up the liquidity management and core balance manager process across the globe to assist client services as first line support.
- Interact with business and technology in effectively resolving client related issues and technology failures.
- Conduct monthly coaching process as mentioned within the global resourcing coaching document within the department.
- Prepare and present various status reports for the senior management and other stakeholders to enable effective decision making.
- Core member of the Liquidity Management team to be awarded the “Best Team” award in Cash Management for displaying exceptional customer service (GSSC Level)
- Recipient of “Star Performer Award” of cash management multiple times (COE Level) as well as Team of the Quarter during Q3 2014 (GSSC level)
- Implemented and developed operational standards, policies and procedures.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Education
Master of Science - Information Technology and Management
Madurai Kamaraj University
Madurai, India 04.2001 -
Bachelor of Commerce - Commerce
Madura College
Madurai, India 04.2001 -
Skills
Channel management
Internal communications
Crisis management
Operations management
Strategic planning
Data-driven decision making
Talent development
Troubleshooting and problem resolution
Cross-functional collaboration
Budget administration
Business performance management
Quality assurance
Team leadership
Change management
Accomplishments
- Manager of the Quarter – Operations Support Recognized for outstanding leadership and operational excellence.
- Special Recognition Award – Regional Head of Collections, MENA Honored for strong collaboration and exemplary support to team members and stakeholders.
- Recognition from CCS – H1 MENA WPB COO Town Hall Acknowledged for significant contributions and performance impact.
- Best Team Award – Liquidity Management, Cash Management (GSSC Level) Core member of the team awarded for exceptional customer service delivery.
- Star Performer Award – Cash Management (COE Level) Multiple-time recipient for consistent high performance and excellence.
- Team of the Quarter – Q3 2014 (GSSC Level) Awarded as part of the Cash Management team for outstanding results.
Timeline
AVP Collections Operations Support, Ops Support Manager
HSBC Data Processing India Pvt Ltd
12.2018 - Current
Senior Manager Operations Payments, Manager Operations Payments
Standard Chartered Bank Global Business Services
04.2017 - 12.2018
Assistant Manager Operations, Process Trainer, Customer Service Executive
HSBC Electronic Data Processing India Pvt. Ltd
02.2007 - Current
Master of Science - Information Technology and Management
Madurai Kamaraj University
04.2001 -
Bachelor of Commerce - Commerce
Madura College
04.2001 -
Leadership & Operations Excellence
- An astute professional with cross functional expertise in the entire gamut of Operations, Ops , Operations Risk and Project Management in Collections and Liquidity Cash management business
- Six Sigma Yellow Belt Certified and led various Stream lining projects for Liquidity & Collections process which helped in FTE benefits
- Led migration of more than 30 countries in Liquidity process
- Introduced automation for new hire training in Collections
- Responsible for implementing training via Qbot tool in MENA collections
- Led C38 Financial literacy project in MENA
- Led Successful implementation of C41 in MENA for GSCs
- Created quality frame work for email handling teams in Collections
- Led project Haykala for GSC teams
- Ability to lead, train and motivate high potential teams to ensure timeline and quality of deliverables.
- Possess excellent communication skills that have been honed through interacting with people.
- Consummate professional with ingrained ability to Plan, Process, Strategize and Implement Projects
- Proactive & equipped with thorough knowledge and financial understanding in conjunction with excellent relationship management and strategic team building ideas.
- Excellent interpersonal skills, with a high degree of flexibility and resourcefulness.