V Meghna Patnaik
Secunderabad
Summary
Dynamic professional with extensive experience at HSBC, excelling in credit risk management and customer service. Proven ability to enhance operational efficiency through excellent time management and decision-making skills. Adept at coaching teams and fostering strong relationships, ensuring high levels of customer satisfaction while achieving targets consistently. Motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent.
Overview
27
27
years of professional experience
Work History
Assistant Manager
HSBC Equipment Finance Customer Service Team
05.2019 - Current
- Preparing Legal Document for Securities as per the Inputs provided by Credit Risk team and email to Frontline to get it executed by customer.
- Verify the Security Documents to provide an approval to the Onboarding team for release of funds to the customer.
- Liaising with Credit Risk team to seek approval for release of security charges.
- Ensure to complete the settlement request that is directly received from Commercial and Corporate Banking customer.
- Collaborating and Coordinating with RM on setting up the payment instructions and any defaults or miss in the payments.
- Monitor credit excess and subsequently process the refunds.
- Activate and deactivate the direct debit requests or instructions with proper signed Legal documentation from customer and frontline.
- Prepare Settlement offer letter endorsed by legal team along with encryption.
- Prepare Clearance Letters upon payment received from customers.
- Allocation of Cash on receipt of settlement amounts in line with procedures.
- Release of security and interest over the asset on the online third-party portal.
- Action on customer request with related to invoices.
- Prepare Monthly Payment Breakdown Report on a monthly and fortnightly basis.
- Release of charges on Ambit and on Companies House as per the task from Credit Risk.
Credit Services Executive
HBEU CARM-Risk Advisor
12.2007 - 04.2019
- Prepare Credit Applications for Commercial Banking Customers who are based in UK as per the instructions received from Relationship Manager and Commercial Officers.
- Processing volumes, meeting daily targets relating to SLA’S and PLA’S of the process.
- Releasing of limits for all the facilities and drawing down of funds for loans through post approval procedures.
- Communicating with Commercial Officers and the Relationship Managers via phone, emails and same time to customize the application and make necessary amendments to the application.
- Also customizing the application via Remarks attached by the Relationship manager on Carm Correspondence.
- Preparing the facility offer letters for Relationship managers which are the legal documents given to customers for the facilities they have availed with the Bank.
- Calculating of LGD (Loss Given Default) to the Bank if in case the customer fails to repay the amount.
- Providing Floor Support to New Hire during their OJT (On Job Training) within the process to build process knowledge and also achieve team as well as individual goals.
- Responsible for preparing MI reports like the Capacity planning, Error analysis files, Revenue Generation, contribution file and Daily Workflow on a daily and weekly basis.
- Also responsible for reviewing and analyzing the CARM GSC Feedback mails received from Relationship managers and the Commercial officers and assigning to the respective operators.
- Assigning volumes to staff daily.
- Performing a Quality check as an auditor on the Credit applications and Facility Offer Letter prepared by the Team to ensure 100% accuracy is maintained and the work is completed as per the Relationship manager’s instructions and existing procedures.
- Worked on the Re-submission MI to identify the errors which belong to GSC’s/Business Area on a monthly basis and share them with the entire team during the Best Practice Sessions.
- Discuss with staff with regards to any process updates.
- Preparing and keeping a track of all Mandatory Modules for the team.
- Participating in calls with the Business Partners.
Credit Services Executive
Direct Banking Correspondence
03.2004 - 12.2007
- A semi voice-based US process which mainly deal with Installment Loans, Insurance processing, Changing Address, Stop payments on Commercial Accounts and Word Processing.
- I had joined as Process Executive and was later identified as Process Specialist.
- Role and Responsibilities as Process Specialist
- Responsible for handling Escalated Cases, training new recruits and updating the Line Manager about the critical cases.
- Expertise in handling critical and complex queues which involves change in customer contact, disputes etc, these will be corresponded to the customers via letters, email and phones which needs to be resolved by coordinating with different departments, internal branched, Investigating Departments and also external departments i.e Insurance Companies, other banks and credits bureaus.
- Training new recruits and existing staff as per the contingency requirement.
- Responsible for training plan, tracking trainee progress and assessment.
- Reviewing and updating the procedures, maintaining procedure file for new recruits, etc.
- Responsible preparing the process MI reports such as Weekly and FTE analysis report, Capacity planning, training plans and Learning curves for team members.
- Responsible for Auditing of applications processed.
- Handling escalated cases.
Customer Service Executive
US -Consumer Finance Division Collections
10.2002 - 03.2004
- Joined HDPI as Customer Service Executive for CFD Collections – dealing with Collections of Credit Card Payments – US Process (October 2002 – March 2004).
- Handling outbound collection calls.
- Moving accounts out of delinquency which are more than 30 days past due.
Senior Customer Service Executive
Terrasoft Solutions Private Limited
03.2002 - 10.2002
- Worked in Terrasoft solutions private limited from March 2002 until October 2002 as Senior Customer Service Executive.
Customer Service Executive
GECIS
12.2001 - 03.2002
- Worked in GECIS from December 2001 until March 2002 in voice based process for Penske Collections.
Customer Care Associate
Shoppers Stop
06.1998 - 12.2001
- Worked in Shoppers Stop from June 1998 until December 2001 as a Customer Care Associate.
Education
Bachelor of Arts -
Osmania University
Hyderabad03-1998
Diploma - personnel Management
Indira Gandhi National Open University
HyderabadSkills
- Time management and prioritization
- Legal document preparation
- Cash allocation management
- Task completion commitment
- Team collaboration
- Decision making
- Flexibility and adaptability
- Workload prioritization
- Knowledge transfer
- Relationship building
- Coaching and mentoring
- Staff training and mentoring
- Effective communication
- Problem solving
- Quality assurance
- Process optimization
- Multitasking and organization
Languages
English, Hindi, Telugu, Gujarati
Hobbies and Interests
Reading Books, Listening to Music, Cooking
Accomplishments
- Been part of Successful migration. I was in the pilot batch and got an opportunity to migrate Security Safekeeping process, UK from 29th June 2019 to 10th August 2019.
- Support as a Floor Reporter which includes liaison between the several departments in Credit Services team, without compromising on my Daily Deliverables.
- Awarded Special Recognition award and the top performer award in December 2008.
- Awarded with the best efficiency and quality award for the month of July 2012.
- Won the star of the month award for the month January 2013.
- Won the best productivity award for the month of June 18.
- Trained 15 staff from 2019 till date who have achieved BAU with in the learning curve.
- Won twice first prize as winner if HSBC quiz talent hunt.
- Have won the best quality award and even the best trainer award.
- An accredited call coach trainer.
Training
- I am also an accredited call coach and responsible for training staff.
- I was also responsible for closely monitoring calls of a team of 20 executives on whole.
- Training new recruits and on monthly basis monitoring the calls of 20 executives and give them feedback with regards to the Area of Developments and Area of Strengths.
- Prepare MI send a report to the management team regarding the performance of the executives on their performance on calls.
Disclaimer
Name: V Meghna Patnaik Date of Birth: 1978-05-12 Marital Status: Married Languages Known: English, Hindi, Telugu and Gujarati Interests: Reading Books, Listening to Music and Cooking. I declare that above particulars are correct and true according to the best of my knowledge.
Timeline
Assistant Manager
HSBC Equipment Finance Customer Service Team
05.2019 - Current
Credit Services Executive
HBEU CARM-Risk Advisor
12.2007 - 04.2019
Credit Services Executive
Direct Banking Correspondence
03.2004 - 12.2007
Customer Service Executive
US -Consumer Finance Division Collections
10.2002 - 03.2004
Senior Customer Service Executive
Terrasoft Solutions Private Limited
03.2002 - 10.2002
Customer Service Executive
GECIS
12.2001 - 03.2002
Customer Care Associate
Shoppers Stop
06.1998 - 12.2001
Bachelor of Arts -
Osmania University
Diploma - personnel Management
Indira Gandhi National Open University
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