Richard Nugara

Experience

• 

  Sri lankan Airlines

  Sept 2005 - Dec 2006

  Ticketing & Reservations Officer

  - Sales and Business Development- Customer Service- Issuing of airline tickets and handling day to day passenger queries- Preparation and quotation of complex air fares

• 

  HSBC

  Jan 2007 - Mar 2024

  Lead strategic and tactical projectsManaging all aspects of projects such as planning, organisation and implementationSetting deadlines, assigning responsibilities, monitoring and reporting progressEnsuring adherence to project schedules, budgets and completion of project goalsWorks with business, IT and functions to ensure deliverable achieve and exceed business requirementsPart of the “Transaction” i.e. Transaction Service Agreement (TSA) for HSBC and Royal Bank of Canada.Responsible for run-book planning and supporting testing and implementation activities for Payments Workstream in collaboration with Program Office & colleagues in Operations, IT and external stakeholders from Royal Bank of Canada, Symcor and Payments-Canada.Also appointed as the Payments workstream Incident Manager in which I work closely with Command Center Lead and Runbook Manager to identify any slippages in runbook tasks and escalate incidents if needed. Work with Business Command Center on workstream specific incidents identified or raised by RBC. Track incident resolution progress and report status updates to business command center. Show less Regional Delivery Lead | Associate Program Director and was responsible for the delivery of large scale, high complex, high value Transformation Programs for Digital Business Services (Operations) across Hong Kong and key HSBC markets in Asia Pacific region. Supporting all business services in operations such as Banking Operations, Customer Communications, Cash and Cheques, Cards, Loans, Mortgages, GPB and Payments. Key Responsibilities,Program Management / Change Delivery / Transformation / Process Improvement - Lead & manage a digital transformation portfolio (Inclusive of multiple programs from Mobile app & browser, automation, migration, cost reduction & streamlining) for Retail and Wholesale banking operations. Strategic Planning - Ensuring the digital transformation roadmap & pipeline is aligned to Target Operating Model, Identify opportunities through cost walk reviews, Resourcing, Delivery Planning through PI planning sessions, Enabling approvals, Steer LOBs Governance & ReportingExecution - Managing a diverse team, Senior stakeholder management, Guide the team to resolve complex challenges in relation to completing process reviews, identify process re-engineering and/or process, system, UX design, transformation solutions, project delivery, enable funding to achieve business cost reduction & streamlining goals, work closely with central transformation team on finance validations, tracking and reporting Show less Wealth & Personal Banking (WPB) Operations Transformation Services across Asia Pacific.Supporting all business services in operations such as Banking Operations, Customer Communications, Cash and Cheques, Cards, Loans, Mortgages, GPB and Payments. Consultant - Lead and execute process reviews, identify process re-engineering and/or process design, transformation solutions to achieve business cost reduction & streamlining goals.Project Management - Lead & manage cost reduction, migration & streamlining projects as a Project Manager in line with business transformation framework. Strategic Planning - Target Operating Model, Cost walk reviews, Resourcing, Delivery Planning, Enabling approvals, Steer LOBs Governance and ReportingDevelopment and implementation of project plan and initiatives.Work closely with business services to understand business/customer requirements and needs.Develop business modeling standards and guidelines.Participate in review and update of business processes to meet changing business needs.Create, update, review and approve documentation for new and existing business processes.Manage and mentor cross-functional teams to successfully execute business projects.Provide guidance on business re-engineering activities for performance improvements.Work with cross-functional teams to coordinate and streamline business processes.Support business continuity and disaster recovery planning. Show less Global Support - Canada, USA, MENA, Europe and Asia PacificManaging and investigating queries received from Banking Operations and Branch network related to customer onboarding and account servicing Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.Leading ongoing reviews of business processes and developing optimization strategies.Staying up-to-date on the latest process and IT advancements to automate and modernize systems.Performing business requirements analysis.Effectively communicating insights and plans to cross-functional team members and management.Working closely with Country LoB, IT and managerial staff.Providing leadership, training, coaching, and guidance to junior staff.Allocating resources for urgent tasks and maintaining cost efficiency.Ensuring solutions meet business needs and requirements.Performing user acceptance testing.Managing projects, developing project plans, and monitoring performance.Updating, implementing and maintaining procedures.Prioritizing initiatives based on business needs and requirements.Serving as a liaison between stakeholders and users.Monitoring deliverables and ensuring timely completion of projects.Creating monthly performance reports.Manager responsible for monitoring sign-off of all system controls for Oman. Preparation and Delivery of systems training to front line staff to all regions Show less **Banking OperationsCustomer onboarding / KYC / Account Services**Global Liquidity Cash Management - GLCMHSBCnet Implementation and System supportGLCM Client Services - Distinct Coordination with Branches, Payments, Service delivery and other support services for day to day operations of client portfolio**Branch Operations and Customer ServiceSales and Business Development of Banking products Specialized in documentation for Offshore/Onshore Corporate Account OpeningExperienced in carrying out credit analysis and company background check for initial account openingExperienced in liaising with Overseas group officesExperience in liaising with Compliance and other governing bodies in lieu of obtaining special approvals Experienced in all Branch OperationsExperienced Cash Teller in all levels Personal Banking Account opening documentationPromoting Sales for new clients, deposits, loans and credit cards, etcRecognized for exceptional customer service at all timesExperienced in handling process migration and delivering necessary training Show less

  • Senior Project Manager - Group Programs and Transformation

    Nov 2023 - Mar 2024

  • Regional Delivery Lead | Workstream Lead | Associate Program Director - WPB Ops Transformation

    Mar 2021 - Nov 2023

  • Consultant - WPB Operations Transformation Asia Pacific

    Nov 2018 - Feb 2021

  • Senior Business Analyst - Global Hub & Core Banking HOST Operations

    Nov 2013 - Nov 2018

  • Senior Banking Associate - Operations

    Jan 2007 - Oct 2013
• 

  RBC

  Apr 2024 - now

  Senior Program Manager - Value Office Delivery

  Lead strategic and tactical projects and programsManage all aspects of program such as planning, organisation and implementationPrepare program roadmap, implement executive governance, ways of working, setting deadlines, assigning responsibilities, monitoring and reporting progressEnsuring adherence to project schedules, budgets and completion of project goals/OKRsManage and/or oversee the delivery squads and ensure adherence and documented evidence of all ceremonies and guidelinesWork with business, IT, functions and 3rd party vendors to ensure deliverable achieve and exceed business requirementsWork closely with executive leadership and key sponsorsCoaching and mentoring scrum masters, project managers and business analysts. Show less