Vinodhini Willson
Secunderabad
Summary
Results-driven HR Operations Manager with expertise in leading Tier 1 HR Services within shared services environments. Proven track record in managing high-performing teams, optimizing service delivery, enhancing employee experience, and driving continuous process improvement. Skilled in stakeholder management, escalation resolution, performance coaching, talent development, quality and compliance oversight, workforce planning, and cross-functional collaboration. Data-driven leader focused on operational excellence, informed decision-making, and building a culture of accountability, collaboration, and continuous improvement.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Manager Tier 1 Services (HR)
HSBC India
HYDERABAD
06.2025 - Current
- Lead Tier 1 HR Services operations, managing a team to deliver high-quality employee support while consistently meeting service level agreements (SLAs) and operational KPIs.
- Manage day-to-day operations, ensuring efficient workload distribution, service continuity, and operational excellence across HR support functions.
- Lead escalation management by resolving complex HR cases, mitigating risks, and ensuring timely resolution of critical employee issues.
- Drove continuous improvement initiatives by identifying process gaps, implementing solutions, and enhancing operational efficiency and customer experience to align with organisational goals.
- Foster a customer-centric culture by improving first-contact resolution, enhancing service quality, and driving a consistent employee experience.
- Champion workforce fungibility initiatives by cross-training team members to improve operational flexibility, business continuity, and resource utilisation.
- Partner with stakeholders across HR and business teams to align service delivery with organizational priorities and improve collaboration.
- Design and deliver structured coaching and development plans to enhance team capability, improve performance, and build future-ready HR professionals.
- Drive performance management through regular coaching, feedback sessions, performance reviews, and action plans to improve individual and team outcomes.
- Lead conflict resolution by addressing employee and team concerns, facilitating productive discussions, and fostering a positive work environment.
- Conducted quality audits and case reviews to ensure compliance with HR policies and process accuracy, supporting consistent service standards and risk management.
- Review and improve HR knowledge content, standard operating procedures (SOPs), and policies to increase process clarity and reduce resolution time.
- Identify operational and compliance risks, escalate critical concerns to HR leadership, and support timely risk mitigation strategies.
- Support training and onboarding initiatives by developing learning plans, facilitating knowledge transfer, and ensuring team readiness for new processes and policy updates.
- Monitored operational metrics, analysed performance trends, and presented insights to leadership, facilitating informed decision-making and strategic alignment.
HR Direct Representative
HSBC GSC
Hyderabad, Telangana
04.2021 - 06.2025
- Resolved global HR cases and queries during live calls, ensuring timely support for internal customers.
- Maintained high net promoter score, delivering excellent service and resolving cases for internal customers efficiently.
- Delivered on quantitative and qualitative key performance indicators aligned with company business strategies and regulatory requirements.
Chief Service Executive (CSE), KYC Analyst
HSBC
Vizag, Andhra Pradesh
03.2018 - 06.2022
- Ensured compliance with internal policies and UK financial regulations while collaborating on periodic reviews to assess customer backgrounds, including sources of funds and wealth, and prepared actions for exit in cases of fraud.
- Conducted KYC reviews for high-risk customers to ensure compliance with regulations.
- Investigated customer activity across multiple platforms to verify compliance with acceptable parameters.
- To review customer accounts and applications related to low-risk products and features, reports of fraudulent or unfair practices and/or policies and programs.
- Assessment of customer profiles and transactional review to ensure normal and expected activity, including Acceptable Use Policy adherence and know Your Customer efforts.
- Ability to independently research, analyze, and recommend solutions to close open items and discrepancies.
- Reviewed client information to identify and escalate suspicious activities for further investigation.
- Managed assigned queues, emails, and service requests daily to support compliance operations.
- Executed tasks within specified SLA, achieving 100% quality in compliance operations.
Contact Centre Sales & Service Representative
HSBC GSC
Hyderabad, Telangana
06.2019 - 04.2021
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Recommended tailored products and services to clients, ensuring they received solutions that best suited their needs.
- Strived to meet and exceed call centre metrics while delivering consistent, high-quality customer service.
- Took ownership in resolving challenging customer issues, utilising conflict resolution, negotiation, and de-escalation skills to enhance customer satisfaction.
Education
Bachelor of Arts - English literature, Psychology, Office Management
St. Joseph College for Women
Visakhapatnam, AP01-2018
12th -
St. Ann's College for Women
01-2015
10th -
St. Francis DE sales Public School
01-2013
MBA - - HR
Gitam University
VIZAG, Andhra PradeshSkills
- HR Policies & Procedures
- Excellent Communication
- Experience on SuccessFactors
- HR Services & Systems
- Strategic Thinking
- Excellent with Feedback
- Presentation Skills
- Conflict Resolution
- Global Countries Service Exposure
- Project management
- Team building
- Performance monitoring
- Conflict resolution
- Stakeholder engagement
- HR policy compliance
- Service level agreements
- Process improvement
- Customer service
- Risk management
- Escalation management
- Coaching and development
- Data analysis
- Knowledge management
- Leadership skills
- Customer relationship building
- Mentoring and coaching
- Operational support
Custom
- Internship project on RCS (Retail Credit Service Underwriting), 2017, HSBC, Vizag, Andhra Pradesh
- Talent Marketplace as GSC Future leader (HR Direct), HSBC
- Case advisor and continuous improvement analyst, TMP (HSBC)
Personal Information
Father's Name: L. WILLSON
Languages
English
Advanced
C1
Tamil
Advanced
C1
Hindi
Advanced
C1
Telugu
Advanced
C1
Certification
Future fit manager certification
Stakeholder management
Data story telling
Critical thinking
Timeline
Manager Tier 1 Services (HR)
HSBC India
06.2025 - Current
HR Direct Representative
HSBC GSC
04.2021 - 06.2025
Contact Centre Sales & Service Representative
HSBC GSC
06.2019 - 04.2021
Chief Service Executive (CSE), KYC Analyst
HSBC
03.2018 - 06.2022
Bachelor of Arts - English literature, Psychology, Office Management
St. Joseph College for Women
12th -
St. Ann's College for Women
10th -
St. Francis DE sales Public School
MBA - - HR
Gitam University