Experience

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  Hsbc

  Jan 2007 - Jan 2009

  As an Assistant Branch Manager at HSBC from 2007 to 2009, I successfully managed a team consisting of junior and senior staff members from diverse backgrounds and varying levels of experience to achieve our business objectives.I implemented performance management strategies that significantly improved team productivity, resulting in increased sales revenue and improved customer satisfaction. I identified skills gaps and trained team members to develop their skills to meet the needs of the branch and central resource plans.One of my key accomplishments was establishing and maintaining effective processes for sales and operations to ensure compliance with company policies and procedures. I utilized relevant management information to identify and minimize operational risks, resulting in reduced operational losses.I also demonstrated exceptional customer service skills by resolving all customer complaints within the service level agreement.Overall, my experience as an Assistant Branch Manager at HSBC allowed me to develop strong leadership and management skills, while also delivering exceptional results for the business and our customers. Show less As the Officer in Charge of the HSBC Kiosk at the US Embassy in Sri Lanka from 2007, I managed all aspects of the kiosk's day-to-day operations. My primary responsibility was to facilitate corporate relationships with the bank, which I achieved by developing strong relationships with customers and providing exceptional service.Through my targeted marketing efforts and referrals, I successfully expanded the Premier and Advance customer base, resulting in increased revenue for the bank. My exceptional customer service skills helped to consistently exceed expectations and contribute to high levels of customer satisfaction.During my time as Officer in Charge, I developed a reputation as a reliable and dedicated professional who always went above and beyond to meet the needs of both the bank and its customers. My ability to build strong relationships with customers and provide exceptional service played a critical role in the success of the HSBC Kiosk at the US Embassy in Sri Lanka. Show less

  • Assistant Branch Manager

    Jan 2007 - Jan 2009

  • Officer in Charge

    Jan 2007 - Jan 2007
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  Hsbc

  Jan 2010 - Jan 2020

  As the Acting Manager of Premier Hunter Team 4Q of 2020 at HSBC, I successfully led a team of 15 officers to drive growth and expansion of Premier services in the country. My focus was on creating a potential customer base of 70,000 for the bank, targeting high-value professions such as doctors, engineers, IT professionals, pilots, and ship captains.To implement a customer-centric approach, I equipped our staff members with laptops to facilitate onboarding at the first meeting, resulting in increased customer satisfaction and loyalty. As a leader, I provided coaching and guidance to my team members on effective communication skills, professional dress, and demeanor when dealing with top-tier clients. I also fostered a culture of continuous learning and development among team members, resulting in improved performance and increased job satisfaction.Collaborating with cross-functional teams, I identified new business opportunities and drove innovation, contributing to the overall success of the organization. Overall, I am proud of the work my team and I accomplished during this time at HSBC. Show less During my tenure at HSBC from 2010 to 2020, I had the privilege of managing a diverse portfolio of over 2000 Premier customer relationships. My responsibility also included overseeing high-end portfolios, and I am proud to say that my record was flawless, with zero customer complaints.As a manager, I was able to coach, guide, and motivate my team to bring in new customers, resulting in a profitable portfolio. I was also a strong advocate for driving the digital agenda, actively promoting and facilitating customer transactions through digital channels.Maintaining a commitment to delivering the global Premier branch and its promises to customers was a top priority for me. I consistently exceeded targets and objectives in managing portfolios, achieving excellent results.I collaborated closely with my team members to identify and implement innovative strategies aimed at improving customer experience and increasing revenue. Through this collaborative effort, we were able to consistently exceed expectations, delivering outstanding results for our premier customers.Overall, my experience at HSBC was incredibly fulfilling, and I am proud of the relationships I built with Premier customers and the contributions I made to the branch's success. Show less As the Branch Manager at HSBC from 2010 to 2020, I successfully led teams of over 15 employees in each of the 5 branches. Through my effective coaching and guidance, I drove their performance, productivity, and engagement, resulting in a highly motivated and productive workforce.I developed and implemented principles and guidelines to match customer needs with the appropriate team member, which maximized our sales potential. With a strong adherence to audit, compliance, and regulatory requirements, I ensured consistent adherence across all branches, maintaining a high level of trust with our customers.With a hands-on leadership style and effective team management, I consistently drove sales growth across all branches, resulting in increased revenue and profitability. I fostered a culture of service excellence, prioritizing customer satisfaction and loyalty, resulting in a high level of customer retention.To ensure that my team members were equipped to perform their duties effectively, I developed and implemented staff training and development programs. As a result, my team members' retention rate increased, and they progressed in their careers.Overall, my tenure as Branch Manager at HSBC was marked by a commitment to service excellence, effective leadership, and a focus on maximizing sales potential and customer satisfaction. Show less

  • Acting Manager Premier Hunter Team 4Q of 2020

    Jan 2020 - Jan 2020

  • Overlooked Premier Relationships in each branch managed

    Jan 2010 - Jan 2020

  • Branch Manager

    Jan 2010 - Jan 2020
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  Hsbc

  Jul 2021 - Mar 2023

  Contact center team manager

  During my time as Contact Center Team Manager at HSBC from 2021 to 2023, I led and managed a team of 20 staff members. My primary focus was to ensure that the team achieved our business objectives and delivered the highest team performance measures.In 2022, I had the opportunity to manage the Authorization Team of the Contact Centre, where I successfully handled a high volume of calls received by the team by migrating to automated channels. As a result, we were able to increase sales conversions and improve overall performance.I maintained HSBC's “Best place to work” and Best place to bank" principles by coaching, mentoring, and training my staff. I conducted individual performance reviews to identify areas for improvement and maximize team effectiveness.As a Contact Center Team Manager, I also managed and resolved customer concerns and complaints, always using appropriate business judgment to protect the organization's values and reputation.One of my major achievements during my tenure was to rewrite and implement a new telephone system (HSBC NGT). As the first manager to handle the call flow, I achieved excellent results and ensured that the system was running smoothly. Show less

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  People's leasing & finance plc

  May 2023 - Oct 2024

  I was entrusted with the critical responsibility of conducting comprehensive Customer Due Diligence (CDD) across the company’s active customer portfolio to ensure full compliance with regulatory requirements. My role involved reviewing and assessing customer information and documentation to identify and mitigate potential risks, serving as the first line of defense. One of my key contributions was creating and designing a special report to identify gaps in customer codes, advising management to implement system changes to prevent irregular customer onboarding and amendments to existing customer data. Additionally, I played a significant role in educating staff through CDD and system refresher sessions, ensuring that Anti-Money Laundering (AML) risks were appropriately captured, measured, and managed during new and existing customer onboarding. I also monitored the progress of these activities and provided regular updates to management, while conducting periodic reviews based on the customer’s risk category. My deep knowledge of the Central Bank of Sri Lanka’s guidelines and procedures, as well as special accounts, were essential in executing these responsibilities. Leveraging my skills in people management, workflow training, performance control, and project management, I was able to effectively manage these tasks, ensuring compliance and operational excellence. Show less At Peoples Leasing and Finance PLC, I played a key role in the development and launch of "Classique by PLC," a premium client proposition. I collaborated closely with senior management to shape the vision and launch strategy for the brand, while working with architects, interior designers, and engineers to ensure the design and aesthetics aligned with the project’s high standards. I provided strategic advice on staffing, training, and accreditation processes to ensure that staff serving priority clients met the required standards. Additionally, I led the successful execution of the Classique product launch in partnership with the marketing team and spearheaded the development of the first-ever co-branded Classique credit card with People’s Bank. I also supported PLC’s efforts in achieving EDGE (Excellence in Design for Greater Efficiencies) green certification for the Classique Centre in Colombo 7, contributing to both client satisfaction and sustainability goals. Show less

  • Project Lead- CDD Remediation

    Nov 2023 - Oct 2024

  • Advisor Classique Centre Operations

    May 2023 - Oct 2023