Raju K
Bangalore
Summary
Highly-motivated risk and compliance employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Risk Strategy and Compliance Stewardship Manager
HSBC
Bangalore
03.2022 - Current
- Streamlined consolidation of risk reports across various business lines and geographical locations
- Analyzed control effectiveness using risk ratings, identifying gaps and collaborating with first line of defense to implement necessary improvements.
- Ensured effective implementation of the continuous monitoring plan through diligent oversight and monitoring work
- Demonstrated expertise in identifying, assessing, managing, and mitigating both current and emerging risks
- Provided risk management consulting to design and implement effective strategies for mitigation of business line and regional risks.
- Change Management Information report across all business lines and regions
- Conduct control assessments and identified potential areas of risk
- Created and maintained risk registers and reports for senior management
- Facilitated risk management training and workshops for employees
- Conducted internal audits to evaluate compliance with established procedures and policies
- Communicated risk strategy and compliance updates to relevant stakeholders
- Recommended and implemented improvements to risk strategy and compliance processes
- Developed effective stakeholder engagement, building strong rapport and proactive communication, both internally and externally.
Quality Assurance Analyst
HSBC
Bangalore
03.2022 - 03.2022
- Conducted thorough quality checks on all products and services to ensure compliance with company and industry standards
- Developed and implemented quality assurance procedures and protocols to improve overall product and service quality
- Collaborated with crossfunctional teams to identify and address quality issues and implement corrective actions
- Conducted regular audits of production processes and procedures to identify areas for improvement and develop strategies for enhancement
- Conducted statistical data analysis to identify trends and patterns in quality issues and develop solutions to address them
- Communicated quality standards, policies, and procedures to all staff members and provided training as needed
- Participated in new product development and testing processes to ensure high quality and efficient production
- Oversaw all process checks to ensure that they were done properly and at the correct frequency
- Maintained detailed records and documentation of quality tests, inspections, and audits for future reference and analysis
- Led investigations into customer complaints and worked with customer service teams to resolve issues and prevent future occurrences.
Customer Contact Centre Agent
HSBC
Bangalore
01.2017 - 06.2018
- Assisted customers with inquiries, complaints, and requests via phone, email, and live chat
- Provided accurate and timely information about company products and services
- Researched and resolved customer issues using company database and knowledge base
- Maintained a high level of professionalism and customer service at all times
- Achieved and exceeded individual and team performance targets
- Utilized active listening and problem solving skills to effectively communicate with customers
- Participated in training sessions to enhance product and service knowledge
- Consistently received positive feedback from customers for exceptional service.
Customer Service Representative (Aviva Insurance)
WNS
Bangalore
12.2013 - 12.2016
- Provided exceptional customer service to clients of Aviva Insurance, a leading insurance company
- Addressed and resolved customer inquiries and complaints in a timely and efficient manner
- Handled a high volume of incoming calls and emails from policyholders regarding their insurance policies
- Educated customers on insurance products, coverage options, and claims procedures
- Assisted customers with policy renewals, payments, and changes to their coverage
- Received recognition for consistently meeting and exceeding performance targets and customer satisfaction goals
- Adhered to company policies and procedures to ensure compliance with industry regulations
- Maintained accurate and uptodate customer records and policy information in the company database.
Customer Service Live Chat Agent (Credit Card)
24/7
Bangalore
05.2012 - 12.2013
- Provide exceptional customer service by addressing customer concerns in a timely and efficient manner
- Assist customers with credit card inquiries, including balance inquiries, payment options, and fraud alerts
- Utilize knowledge of credit card policies and procedures to accurately and efficiently assist customers
- Troubleshoot technical issues and escalate to appropriate departments when necessary
- Maintain a positive and professional demeanor while handling customer interactions.
Website Moderator
El Camino Technologies
Bangalore
05.2010 - 05.2012
- Monitored website content and user activity to ensure compliance with company policies and guidelines
- Moderated online discussions, comments, and messages to maintain a respectful and productive community
- Responded to user inquiries and feedback in a timely and professional manner
- Collaborated with the website development team to identify and resolve technical issues
- Conducted regular audits of website content to ensure accuracy and relevance
- Conducted user behavior analysis to identify areas for improvement and provide recommendations to management.
Education
Bachelor of Commerce -
Mangalore University
03-2018
Skills
- ICA Certified
- Risk & Control Assessment
- Design and operating effectiveness of Internal Controls
- Data Analysis
- Attention to detail
- Quality Assurance
- Stakeholder Relationship Management
- Written and Verbal Communication
- Process Improvement
- Problem-Solving
Certification
- ICA Certified
Accomplishments
- International kickboxing bronze medalist
- Muay Thai certified fighter
- Professional cricketer
Languages
English
First Language
English
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Timeline
Risk Strategy and Compliance Stewardship Manager
HSBC
03.2022 - Current
Quality Assurance Analyst
HSBC
03.2022 - 03.2022
Customer Contact Centre Agent
HSBC
01.2017 - 06.2018
Customer Service Representative (Aviva Insurance)
WNS
12.2013 - 12.2016
Customer Service Live Chat Agent (Credit Card)
24/7
05.2012 - 12.2013
Website Moderator
El Camino Technologies
05.2010 - 05.2012
Bachelor of Commerce -
Mangalore University
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