Rahul Mutsuddy
Hyderabad
Summary
Seasoned professional with extensive experience in the banking sector, specializing in contact centre, financial support (collections), quality assurance and change management. Adept at developing and implementing control frameworks, ensuring adherence to regulatory standards, and optimizing processes to mitigate risks. Currently enhancing my risk management skills to further contribute to data-driven decision-making.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Vice President - Procedure Writing
Wells Fargo
Hyderabad
10.2023 - Current
- Develop, write, and update standard operating procedures (SOPs), process maps, manuals, and workflow documents.
- Translate complex processes into clear, concise, and actionable procedural documents for internal teams.
- Collaborate with Risk, Compliance, Legal, and Internal Controls to ensure procedures adhere to current regulatory and policy standards (e.g., OCC, SOX, Basel, etc.).
- Partner with process owners, department leads, and SMEs (subject matter experts) to gather accurate information. Also, facilitate approvals of procedural content from business, risk, and compliance teams.
- Use content/document management systems (e.g., SharePoint, Confluence, JIRA etc) to maintain procedure libraries.
- Recommend process improvements based on documentation gaps or inefficiencies observed during procedure reviews.
Senior Quality Assurance Administrator
Wells Fargo
Hyderabad
10.2022 - 09.2023
- Monitoring and evaluating customer interactions (inbound & outbound calls) to ensure compliance with quality standards, enhance agent performance and customer satisfaction.
- Develop and implement control measures to enhance adherence to internal policies and regulatory standards.
- Provide coaching to mitigate risks, increase first call resolution (%) and ensure quality in service delivery.
- Collaborate with cross-functional teams to uphold quality and risk management protocols.
Senior Financial Support Specialist
HSBC
Hyderabad
11.2019 - 10.2022
- Managed inbound and outbound calls to assist customers facing financial challenges, ensuring regulatory compliance.
- Conducted financial assessments to design tailored repayment plans, supporting customers and mitigating business risks.
- Partnered with debt management entities and insolvency practitioners to resolve complex financial scenarios.
Process Associate
Tata Consultancy Services
Kolkata
12.2015 - 02.2019
- Responded to utility-related customer queries via email, ensuring timely and accurate resolution.
- Streamlined appointment bookings and escalated high-priority cases to appropriate teams for action.
Education
Bachelor of Commerce - Accounting And Finance
Calcutta University
Kolkata08-2014
Skills
- Quality Control
- Problem-Solving and Decision-Making
- Critical Thinking
- Attention to Detail and Multitasking
- Customer Satisfaction & Conflict Resolution
- Stakeholder management and collaboration
- Performance coaching and feedback
- Knowledge of QA tools (eg, NICE, Verint)
- Experience with documentation tools (eg, MS Word, Visio, SharePoint)
Certification
- Introduction to Compliance and Risk Management
- ISO 31000:2018 - Enterprise Risk Management Framework for Risk Leaders
- Introduction to PMI – RMP (Risk Management Professional)
Awards
- Best Performer Across Sites – Recognized for exceptional performance in November 2021 in HSBC in Q3- RNR.
- Process Improvement Initiative – Contributed ideas that led to an 18% increase in first-call resolution and a 7% decrease in customer dissatisfaction.
- Organized and led weekly calibration sessions to align on quality standards across teams, reducing scoring discrepancies by 9%
- Learning Wall of Fame – Recognized for taking ownership and driving personal development by Learning & Development Team in HSBC.
Timeline
Assistant Vice President - Procedure Writing
Wells Fargo
10.2023 - Current
Senior Quality Assurance Administrator
Wells Fargo
10.2022 - 09.2023
Senior Financial Support Specialist
HSBC
11.2019 - 10.2022
Process Associate
Tata Consultancy Services
12.2015 - 02.2019
Bachelor of Commerce - Accounting And Finance
Calcutta University
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