Sanjeev Duttagupta
HSBC
Pune
Summary
Dynamic and results-oriented professional seeking a senior leadership role to leverage extensive expertise in operations management, change management, data analysis, and risk management. Proven ability to drive organizational growth, enhance efficiency, and cultivate a culture of excellence and inclusivity through strategic innovation. Experienced in overseeing global operations and implementing initiatives that optimize logistics and process efficiency while fostering team collaboration. Demonstrated success in leading cross-functional teams to streamline processes and improve operational excellence across multiple regions.
Overview
20
20
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Global Operations Manager-Senior Vice President
HSBC
02.2017 - Current
- Strategic Leadership: Spearhead strategic initiatives to align regional objectives with organizational goals, driving innovation and leveraging analytics for data-driven decision-making.
- Team Management & Development: Mentor and motivate team members through effective communication, training programs, and structured career development plans to build a skilled workforce.
- Operational Efficiency: Implement process improvements and leverage technology to enhance operational efficiency and streamline workflows across departments.
- Risk Management: Develop and implement robust risk management strategies to safeguard regional operations and ensure compliance with corporate standards.
- Stakeholder Engagement: Foster strong relationships with stakeholders through regular communication and updates on business achievements and strategic initiatives.
- Performance Monitoring: Establish & maintain performance evaluation systems to ensure accountability & continuous improvement among staff.
- Innovation in Problem-Solving: Encourage creative approaches to problem-solving to address operational challenges and improve regional performance.
- Cross-Functional Collaboration: Lead cross-functional teams to execute regional projects and optimize operations, enhancing overall business performance.
- Recent Career Growth Path:
- Jan'06-Dec'12: VP Operations- Cards, Insurance, Collections, Mortgage
- Jan'13-Jan'15: VP of Fraud Detection and Information Security Risk
- Jan'15-Feb'17: Head of Service Quality
- Feb'17-Present: Regional Head ASP and Ops Background Investigation
- Improved regional performance by implementing strategic sales initiatives and effective team management.
- Conducted regular performance reviews, setting clear expectations and supporting employee development initiatives.
- Implemented data-driven decision making, using analytics to identify trends and inform strategy development.
- Enhanced client satisfaction by addressing concerns promptly, resolving issues efficiently with tailored solutions.
- Drove innovation within the region by encouraging creative problem-solving approaches among team members.
- Led cross-functional teams to achieve regional goals and improve overall business performance.
- Championed diversity and inclusion efforts within the organization, promoting an inclusive workplace culture that valued individual perspectives.
- Developed a collaborative culture, fostering teamwork and open communication throughout the region.
- Promoted a culture of safety throughout the organization by developing policies, procedures, and training programs that minimized workplace incidents.
- Coordinated the launch of new products or services into global markets, ensuring regulatory compliance and seamless integration into existing systems.
- Developed comprehensive risk management strategies, mitigating potential threats to company operations and assets.
- Implemented quality management systems that consistently met or exceeded customer expectations while maintaining regulatory compliance standards.
- Streamlined global operations by implementing cost-effective strategies and efficient processes.
- Leveraged data analytics to identify trends, inform decision-making, and drive operational improvements.
- Reduced operational costs for increased profitability with strategic procurement and vendor negotiations.
Head of Service Quality
HSBC EDPI
01.2015 - 02.2017
- Quality Assurance: Champion the 'First Time Right' initiative to ensure input quality, regulatory compliance, & reduced operational risks.
- Service Excellence: Enhance customer satisfaction by streamlining service processes & implementing effective communication strategies.
- Employee Training: Develop and execute workshops and training programs to promote continuous learning and professional growth within the team.
- Process Optimization: Conduct assessments to identify inefficiencies and implement process improvements to boost productivity and service quality.
- Innovation & Creativity: Drive innovation by encouraging new ideas to improve quality standards and operational outcomes.
- Stakeholder Collaboration: Coordinate with stakeholders to ensure alignment of service quality goals with organizational objectives.
- Performance Monitoring: Regularly evaluate service quality metrics & implement corrective measures to maintain high standards.
- Team Building: Cultivate a culture of collaboration and accountability, fostering a high-performance team environment.
- Managed a team of service professionals, fostering an environment of accountability and high-performance work culture.
- Launched new services that catered to specific client needs, broadening the company''s offerings while maintaining exceptional quality standards.
VP of Fraud Detection and Information Security Risk
HSBC
01.2013 - 01.2015
- Fraud Risk Management: Lead the implementation of tools and processes to mitigate fraud risk, achieving significant reductions in fraud-related incidents.
- Cybersecurity Leadership: Oversee cybersecurity, data leakage, & IT access management teams to meet IT transformation objectives effectively.
- Operational Efficiency: Introduce production management tools & automation initiatives to enhance efficiency and reduce costs.
- Risk Mitigation: Implement comprehensive risk management frameworks to safeguard against financial and operational risks.
- Cross-Functional Collaboration: Lead cross-functional teams to successfully complete strategic projects, ensuring alignment with business goals.
- Talent Development: Build and manage high-performing teams through targeted recruitment, mentoring, & performance evaluations.
- Stakeholder Relations: Cultivate strong relationships with internal & external stakeholders to drive collaboration & support long-term goals.
- Strategic Innovation: Establish a culture of continuous improvement, fostering innovation in fraud detection & risk management practices.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
VP Operations – Cards, Insurance, Collections, Mortgage
HSBC EDPI
01.2006 - 12.2012
- Operational Leadership: Drive operational efficiency by identifying process bottlenecks and implementing targeted solutions across departments.
- Customer Experience: Transform customer service processes to significantly improve satisfaction levels and response times.
- Talent Management: Develop talent through structured recruitment, competency-based alignment, and comprehensive career development programs.
- Process Automation: Leverage technology to automate workflows, resulting in cost savings and increased productivity.
- Risk Management: Monitor key business risks and establish mitigation strategies to ensure seamless operations.
- Performance Evaluation: Implement a merit-based evaluation system to assess staff performance and promote accountability.
- Continuous Improvement: Foster a culture of feedback & open communication, driving continuous improvement across operations.
- Strategic Planning: Create and execute succession plans and long-term strategic initiatives to ensure sustainability and growth.
Education
Diploma - Business Finance & Operations
Institute in Public Finance
London01-2015
MBA - Marketing
Pune University
Pune, India01.1997
Skills
Operational Excellence
Risk assessment
Leadership skills enhancement
Business Optimization
Budget management
Change Management
Continuous Improvement
Compliance Management
Data-driven Decision Making
Diversity and Inclusion
Mentoring & Coaching
Organizational development
Sourcing and procurement
Workforce planning
Vendor relationship management
Customer Satisfaction
Lean Principles
Governance, Control & Oversight
Cross-functional Collaboration
Stakeholder Engagement
Performance Metrics
Talent Development
Accomplishments
- Reduced Operational Costs: Saved 1.1M USD in operational costs by streamlining workflows, automating processes, and implementing lean management principles.
- Enhanced Team Efficiency: Boosted team efficiency through innovative training programs and the introduction of a performance-based evaluation system, improving project turnaround times.
- Risk Management Success: Led initiatives that reduced Group Fraud Risk by 30%, safeguarding the organization from potential financial losses through enhanced security measures and data protection protocols.
- Customer Satisfaction Enhancement: Spearheaded an input quality initiative that has the potential to save $11M in costs.
- Fraud Investigation: Successfully attained a 4% global fraud detection rate.
- Abandon Rate Reduction: Reduced abandon rates in China from 45% to 5%, while achieving 80% efficiency rate in contact centers and 92% efficiency rate in processing centers.
- Employee Retention Growth: Improved employee retention rates significantly through structured career development programs, mentoring initiatives, and incentive-based reward systems.
- Project Success: Spearheaded IT transformation projects that enhanced cybersecurity and operational efficiency, resulting in day zero issue resolution and improved risk culture within the organization.
- Process Optimization: Improved regional productivity significantly through strategic process enhancements, aligning operations with corporate objectives and leveraging advanced analytics for informed decision-making.
Certification
Certificate in Financial Planning from Chartered Insurance Institute, London
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Global Operations Manager-Senior Vice President
HSBC
02.2017 - Current
Head of Service Quality
HSBC EDPI
01.2015 - 02.2017
VP of Fraud Detection and Information Security Risk
HSBC
01.2013 - 01.2015
VP Operations – Cards, Insurance, Collections, Mortgage
HSBC EDPI
01.2006 - 12.2012
Diploma - Business Finance & Operations
Institute in Public Finance
MBA - Marketing
Pune University