S. Vijesh Kumar

Background

About S. Vijesh Kumar

Responsible for daily BAU operations that primarily include Driving the Production, Queue’s Allocation, Capacity Planning, HC Deployment, Monitoring of cases in SRT tool, SLA Adherence, SLA report management, Sharing Flash reports to client, Coaching people, Arranging Trainings and Refreshers, Email management, Tracking the team productivity metrics and Providing the timely updates to management and teams. • Accountable for KPI’s of the entire team that includes AHT, Productivity and Quality. • Publishing weekly AHT and Escalation analysis for the entire deal to the senior management, with Insights for High AHT and increased Escalation % • Heavy interaction with front and back office technology groups and specifically ensure tight integration between product processors, customer master systems, etc. with AML platforms globally • Interaction with Operations Compliance and Business Line senior management & external regulators People management which mainly includes skill set understanding and employee connects, familiarizing the new joiners with the process by organizing Buddy Up sessions, Leave management, Performance management that includes score card management and monthly one – one interactions with Team. Been a part of STA (Short Time Assignment) to Australia between December 2016 to March 2017 to clear the backlogs and to support the business partner in clearing and reducing the backlog of UARs and camp generated alerts within the stipulated time scales as given by Australian regulator. • Active participation in the weekly calibration calls with the business partners and business calls in the absence of my manger and take team meeting to update the team about the business calls and preparing Mi reports. • The Level 2 team is the second level of investigation in FCC & RC, responsible for the investigation of escalations and unusual activity reports (UARs) submitted by level 1 team and other HSBC staff, within the UK and Australian jurisdiction. • To investigate escalations submitted by the Level 1 teams based in India and Sri Lanka, and also responsible for investigation of unusual activity reports (UARs) submitted by various departments within the UK and Australian jurisdiction. • To ensure complete investigation of suspected transactions on the customers' accounts and to conduct a holistic review of their other products and profiles with HSBC. • To communicate with Relationship Managers and Branch Managers to have a clear understanding on the suspected accounts.