VENKATA SATYANARAYANA RAVADA
Hyderabad
Summary
Dynamic Operations Leader with over 3 years of experience in managing high-performing teams, optimizing operational workflows, and driving customer-centric strategies in the financial services sector. Proven ability to lead cross-functional teams, implement process improvements, and deliver measurable results. Adept at managing client relationships, ensuring compliance, and fostering a culture of continuous improvement.
Overview
11
11
years of professional experience
Work History
Associate Project Manager
HSBC Data Processing Electronic India Pvt Ltd
Hyderabad, India
08.2024 - Current
- Collaborated with cross-functional and IT teams to streamline workflows, automate processes, and reduce operational bottlenecks.
- Supervised and coordinated daily operations across three functional teams: Client Non-Voice Support, and Provider Enrollment (Inside Sales), ensuring seamless task execution and SLA adherence.
- Trained, mentored, and evaluated team members to foster professional development and maintain high-performance standards.
- Tracked team performance against SLA metrics, implemented corrective actions, and optimized resource allocation to meet operational goals.
- Monitored work queues and proactively resolved exceptions and escalations, maintaining service continuity and client satisfaction.
- Ensured strict compliance with internal policies, procedures, and regulatory standards, including AML, KYC, and healthcare fraud detection protocols.
- Client account management plans to ensure customer satisfaction though out his journey.
- Conducted regular feedback sessions to enhance email communication quality and improve provider enrollment call effectiveness and conversion rates
- Identified and escalated potential fraud, waste, and abuse cases in backend operations, supporting risk mitigation and compliance efforts
- Deliver coaching and mentoring and team members and smooth transition of process change.
- Handling escalations and investigating on challenges faced by the client and resolving issue and in timely manner.
- Supported internal and external audits by preparing documentation, clarifying processes, and ensuring regulatory readiness.
Assistant Manager of Operations
HSBC Data Processing Electronic India Pvt Ltd
Hyderabad, India
08.2023 - 07.2024
- Coached employees and worked collaboratively to enhance daily functions and meet set objectives.
- Analyzed operational areas for improvement, developing tailored strategies.
- Cultivated client relationships and maintained a strong focus on team leadership.
- Established operational procedures, streamlining workflows.
Subject Matter Expert
HSBC Data Processing Electronic India Pvt Ltd
Hyderabad, India
12.2021 - 12.2022
- Delivered excellent customer service, resolving complaints with tact and professionalism.
- Supported cross-functional teams to meet and exceed business goals.
- Recognized for providing exceptional customer support and attention to detail.
Subject Matter Expert
HSBC Data Processing Electronic India Pvt Ltd
Visakhapatnam, India
01.2018 - 12.2020
- Conducted root cause analysis of customer complaints, implementing corrective measures.
- Created technical documentation, including system diagrams and workflows.
- Mentored junior staff, promoting best practices for product design and service delivery.
Customer Service Executive
HSBC Data Processing Electronic India Pvt Ltd
Visakhapatnam, India
01.2016 - 12.2017
- Led customer support teams across multiple time zones.
- Resolved complex technical issues, ensuring complete customer satisfaction.
- Coordinated with internal departments to deliver seamless client solutions.
Customer Service Representative
HSBC Data Processing Electronic India Pvt Ltd
Hyderabad, India
01.2015 - 12.2015
- Streamlined work requests and managed inventory, improving operational efficiencies.
- Processed customer queries and escalations with a focus on timely resolution.
Education
Bachelor of Commerce - Accounts
Andhra University
Visakhapatnam, India01.2021
Intermediate - Temple
Mega Junior College
Visakhapatnam, India01.2008
S.S.C. - undefined
M.N.R. High School
Visakhapatnam, India01.2005
Skills
- Client relationship management
- Stakeholder engagement
- Customer relationship management (CRM)
- Training facilitation Mentorship programs Employee development initiatives
- Dispute resolution
- Email correspondence management
- process optimization
- Analytical thinking and project management
- Account management expertise Lifecycle coordination
- Know Your Customer (KYC)
AWARDS
Top Performer Award, HSBC, 2015
Top Performer Award, HSBC, 2017
Employee of the year, HSBC, 2023
LANGUAGES
English
Telugu
Timeline
Associate Project Manager
HSBC Data Processing Electronic India Pvt Ltd
08.2024 - Current
Assistant Manager of Operations
HSBC Data Processing Electronic India Pvt Ltd
08.2023 - 07.2024
Subject Matter Expert
HSBC Data Processing Electronic India Pvt Ltd
12.2021 - 12.2022
Subject Matter Expert
HSBC Data Processing Electronic India Pvt Ltd
01.2018 - 12.2020
Customer Service Executive
HSBC Data Processing Electronic India Pvt Ltd
01.2016 - 12.2017
Customer Service Representative
HSBC Data Processing Electronic India Pvt Ltd
01.2015 - 12.2015
Bachelor of Commerce - Accounts
Andhra University
Intermediate - Temple
Mega Junior College
S.S.C. - undefined
M.N.R. High School