Pearl Lamba

Experience

• 

  HSBC

  Sept 2004 - Mar 2020

  The role allowed me to be engaged in Customer service journey mapping using the toolkit, creating/maintaining process maps in line with the regulatory requirements, converting these process maps to the alternate visualization mode like case wise. I have gained expertise in Casewise suite and have developed training manuals for the team. The role enabled independent as well as team work to achieve the desired objectives, it has enhanced my training skills from the previous role as I became a consultant to my colleagues across geographies.I have conducted training as well as drafted training materials and user guides to enable the new to bank staff as well as experienced tenured staff to gain expertise in the tools.I have been at the fore front and a core team member engaged in identifying, escalating and proposing solutions and recommendations thereby resolving the identified issues. Show less Customer Service Executive with Banking Operations, specialised in- Account Closures Teams CLORMS- a semi-voice based process- CRM- Customer Relationship Management- WLI (Wholesale Liability Information- Credits Portfolio)- HIS (HSBC INVESTMENT SERVICES)The responsibilities included-Handling processing, auditing and training of complex queuesHelping customers resolve their concernsProcess specialist and handled process updates and queries with the business areaAs a Trainer, planned and executed all training related tasks (covering training need analysis, training plans, training MIs like learning curve, error, analysis, feedback mechanism, training effectiveness exercises, refreshers and On the Job Training) Show less

  • Manager RBWM Service Quality Team

    Apr 2019 - Mar 2020

  • Assistant Manager- Technical Training

    Mar 2015 - Mar 2019

  • Customer Service Executive

    Sept 2004 - Mar 2015