Summary
Overview
Work History
Education
Skills
Timeline
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SUNAINA DONAKANTY

Hyderabad

Summary

Passionate about contributing to an organization that offers a dynamic and stimulating career path, while continuously expanding expertise in cutting-edge technologies to drive organizational growth. Seasoned Manager with 18 years of comprehensive experience, including 6 years overseeing operations, administration, training, project management, and fostering cross-functional communication. Skilled team player adept at optimizing staff performance for streamlined production. Detail-focused scheduler eager to apply background in a managerial capacity within an innovative company.

Overview

18
18
years of professional experience

Work History

UK Collections Change Support Team

HSBC
08.2023 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Learned and adapted quickly to new technology and software applications.
  • Implemented measures to adhere to regulatory requirements for procedures and processes
  • Ensured periodic completion of all required pre-checks for procedure reviews Presented high level change and process review performance overview.
  • Provided support to departments for mandatory risk assessments, ensuring adherence to guidelines.
  • Manage and monitor daily/weekly/monthly tasks and needed data for Change support team performance is shared with team.
  • Monitor and align any additional activities where Change team needs to supervise for any systemic issues, align them to respective teams for quicker resolutions.
  • Lead any additional process/ vertical reviews for the department as per requirement.
  • Working closely with GSC liaison team for any queries related to process, procedures or any additional policy adherence review related to OAT offshore team.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Align and implement new framework wherever possible to mitigate unnecessary follow ups/rework.

Assistant Manager Operations UK Collections

HSBC
08.2020 - 03.2024
  • Demonstrated expertise in managing the performance and quality of multiple teams while performing the duties of an Assistant Manager
  • Took active ownership of team's production, quality, and personnel aspects as Line Manager
  • Successfully managed four different verticals as an AMO, consistently taking ownership for departmental tasks.
  • Implemented measures to address underperformance by providing timely feedback, conducting coaching sessions, documenting progress, and exchanging observations with Manager Operations.
  • Enhanced employee coaching and development through quality-focused feedback sessions, leading to improved performance.
  • Led team performance for multiple brands including JLFS – John Lewis Partnership Cards and Red brand (TPST, Admin & General Enquiries). Assumed the role of OIC in the absence of Department manager on multiple occasions. Continuously participate in department-level activities.
  • Participated in BPTW activities, organizing department events for a quarter. Driven and encouraged team participation in L&D related activities.
  • Contributed to staff selection and recruitment for GCB 8 positions
  • Successfully oversaw the initial planning and necessary review of pre-work progress for the migration, leading to the approval of migrating 5 FTE work in 2022.
  • Played a pivotal role as the Lead in the Change Champion Campaign for UK collections back office. Provided coaching, feedback, and organized sessions for SPOCs resulting in the successful integration of departmental changes during 2022.

Operations Manager Back office Collections (STA)

HSBC
04.2023 - 08.2023
  • Led a team of 47 FTE in the management of production shop, successfully providing financial solutions on delinquent Cards/Retail and Commercial products while prioritizing fair outcomes for customers
  • Implemented strategies and tactics to optimize department’s productivity, resulting in meeting or exceeding performance expectations.
  • Analyzed data and collaborated with analytical team to enhance departmental efficiency and effectiveness
  • Guided and provided training to two recently promoted managers to enhance their understanding and proficiency in daily business operations.
  • Partnered closely with an exceptional staff member to acquire advanced managerial skills through their personalized development program. Currently overseeing operations for a back-office team in STA.
  • Offered coaching and assistance to facilitate smooth transitions for new managers in adapting to their roles.

Senior Advisor UK Collections Back Office team

HSBC
01.2017 - 01.2020
  • Demonstrated quick learning abilities and effective queue management within SLA upon transition to Back Office in December 2017.
  • Successfully assumed responsibility for the management of more than 13 queues within the first year, consistently ensuring adherence to SLAs and upholding high-quality standards.
  • Ensured timely completion of supplemental responsibilities while meeting all scheduled commitments
  • Received nomination for and claimed victory in UK collections Gala event based on exceptional back office skills
  • Significantly contributed to the development of Bubbles for TPST's back office team in 2018. Proposed and successfully obtained approval for three out of four proposed Bubbles, resulting in improved process simplification and efficiency for TPST queues.
  • Effectively handled a diverse range of tasks across more than 25 queues, such as TPST, Admin and JLP.
  • Recognized for personal development efforts and selected as Lead CSE for TPST team in the back office
  • Demonstrated leadership qualities as Lead CSE by efficiently managing team responsibilities such as capacity planning, daily devotions, and customer journey updates.
  • Managed team in absence of manager
  • Participated in department capacity planning for three months, gaining insight into business team email drafting
  • Maintained effective stakeholder relationships through regular interaction, keeping the team updated with necessary reports and queries.
  • Developed backup strategies through training plans to avoid missing SLA targets.
  • Played a proactive role in driving team's adherence to One Best Way methodology.

UK Collections Telephony Collections Advisor

HSBC
01.2010 - 01.2017
  • Engaged in customer level conversations with individuals experiencing financial challenges, demonstrating patience and understanding.
  • Consistently met Quality and Productivity standards by incorporating new procedural changes
  • Provided assistance and guidance to new hires regarding calls and process-related inquiries.
  • From returning from maternity leave, maintained consistent performance and strong collaboration within the team, unaffected by part-time scheduling.
  • Worked collaboratively with Manager to transform interactions with financially distressed customers, fostering a conducive environment.
  • Promoted efficient use of resources by actively engaging in knowledge sharing with team members.
  • Maintained timely completion of all colleague and manager callback requests to prevent customer complaints and avoid resolution delays
  • Maintained regular contact with relevant departments via phone and email to promptly offer suitable solutions to customers, eliminating any potential delays.
  • Improved client payment rates by developing and implementing effective collections strategies.
  • Contributed to a positive work environment by collaborating effectively with colleagues and supporting their professional growth.
  • Assisted in training new Collections Advisors, sharing industry knowledge and best practices for successful outcomes.

HSBC US Collections

HSBC
01.2007 - 01.2010
  • Played a key role in supporting HSBC US Collections Auto Finance through various stages of skip, such as early skip and Skip trace1.
  • Demonstrated consistent excellence in customer service and performance, resulting in multiple awards for being a top performer and CSE of the quarter within my tenure at Auto Finance.
  • Transitioned to the UK collections team in 2010.

Education

Bachelor of Science - Genetics, Chemisty & Microbiology

St. Pious X Degree & PG College
Hyderabad
2006

Skills

  • Strategic business planning
  • Collaborative leadership
  • Facilitating stakeholder communication
  • Change implementation
  • Team development skills
  • Issue resolution oversight
  • Process optimization
  • Business Readiness & Project Support
  • Data analysis proficiency

Timeline

UK Collections Change Support Team

HSBC
08.2023 - Current

Operations Manager Back office Collections (STA)

HSBC
04.2023 - 08.2023

Assistant Manager Operations UK Collections

HSBC
08.2020 - 03.2024

Senior Advisor UK Collections Back Office team

HSBC
01.2017 - 01.2020

UK Collections Telephony Collections Advisor

HSBC
01.2010 - 01.2017

HSBC US Collections

HSBC
01.2007 - 01.2010

Bachelor of Science - Genetics, Chemisty & Microbiology

St. Pious X Degree & PG College

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SUNAINA DONAKANTY