Mihiran Mudiyanse

Experience

• 

  HSBC

  Sept 2005 - Jun 2017

  Led critical REPM (Resource and Process Management) projects globally, collaborating with Relationship Managers, Consulting Leads, and Global Service Centers (GSCs) to drive operational improvements. Leveraged project management, Six Sigma, Migration methodology and continuous improvement methodologies to enhance cost efficiency, service quality, and customer satisfaction.Key Highlights:• Managed project components and provided analytical insights to support consulting leads and strategic initiatives.• Promoted strategic thinking aligned with long-term business goals and market trends.• Recommended innovative solutions by balancing emerging technologies with practical execution.• Fostered a Kaizen and Production Management culture, standardizing processes across regions to ensure global consistency.• Built trust with stakeholders through high-value consulting services and consistent delivery.• Collaborated with senior management to drive organizational change and ensure sustainable improvements.• Ensured compliance with HSBC’s Internal Control Standards, regulatory policies, and audit recommendations.• Led performance management initiatives, including KPIs scoring systems to identify and reward top performers.• Recognized as a “RePM Super Star” for initiating the best project in the Colombo GSC. Show less • Production Management Leadership: Spearheaded the deployment, adoption, and continuous enhancement of production management (PM) tools across the site, driving performance improvements aligned with key PM metrics.• Training & Culture Development: Delivered technical training to teams and executives, fostering a robust PM culture and promoting adherence to processes.• Performance Reporting & Governance: Managed PM reporting in collaboration with site leads, VPOs, and PM teams to monitor key metrics, align with financial targets, and deliver regular performance updates.• Scorecard Ownership: Managed the center’s scorecard, tracking financial targets, management actions, and sustainable cost-saving initiatives to ensure operational efficiency.• PMO Functions: Delivered PMO services, overseeing cost, risks, benefits, scope, quality, and time constraints, with a focus on risk mitigation strategies.• Compliance & Standards: Developed procedures and reports to streamline PM metric tracking, ensuring compliance with internal controls and regulatory frameworks.• Cross-Site Collaboration: Partnered with the PMTS team in India to optimize tool usage and facilitate best practice sharing across multiple sites.• Executive Support & Strategy: Provided governance, business administration, and strategic support to the Center Director, enhancing operational efficiency and customer service.• Analytical Reporting & Workforce Optimization: Improved PMTS reporting and analytics for Colombo, ensuring capacity utilization and workforce management strategies that drive sustainable savings.• Recognitions: Achieved the highest savings in 2016 and received the Best Project Award in 2015. Show less Led operations for Account Closures, Deceased Accounts, and Probate Services, ensuring seamless delivery while managing customer and business partner expectations. Directed teams to meet and exceed business targets through performance enhancement and process improvement initiatives.• Led and motivated a high-performing operations team with a focus on work ethics and open communication.• Managed process performance, people development, and operational improvements.• Coordinated with multiple functions for resource planning and project management.• Guided team members’ career growth through evaluations and career planning.• Monitored operational risk and ensured compliance with regulatory standards and internal controls.• Managed capacity planning and workflow distribution to meet productivity and quality targets.• Conducted operational audits, managed fraud investigations, and escalated critical cases.• Drove process re-engineering initiatives, including Six Sigma and efficiency improvements.• Delivered change initiatives in collaboration with stakeholders, ensuring measurable outcomes.• Provided mentorship and developed team members to achieve business objectives.Key Achievements:• Spearheaded E2E process re-engineering projects, delivering over $1M+ in savings.• Recognized as a winner/finalist in the “HSBC 100 Club” (Top 100 employees, 2011).• Awarded Assistant Manager of the Year in 2013 for outstanding queue management and quality improvements.• Led my team to become HSBC 100 Club team semifinalists in 2013.• Honored with multiple leadership awards at quarterly R&R ceremonies. Managed risk and compliance while driving change initiatives, resource planning, and operational reporting. Built a high-performing, motivated team by fostering knowledge sharing, career development, and open communication channels. Show less Customer Service Executive | Senior Auditor | Trainer | Subject Matter ExpertIn my tenure at HSBC, I took on diverse responsibilities, delivering high-quality service and driving operational excellence to meet strategic objectives. My role involved a unique blend of customer engagement, operational oversight, leadership, and continuous improvement initiatives.Key Contributions and Achievements:• Customer Service & Operations: Managed customer relationships, resolved escalations, and ensured seamless service delivery aligned with SLAs, driving high customer satisfaction.• Operational Efficiency & Risk Management: Spearheaded process improvements, identified risks, ensured compliance, and minimized losses, meeting internal audit and regulatory standards.• Training & Leadership: Trained and mentored teams, facilitated knowledge sharing, and collaborated with leadership to align operations with evolving business needs.• Teamwork & Collaboration: Promoted a culture of collaboration by sharing best practices, ensuring compliance, and enhancing service quality.• Recognition & Awards: Honored with awards such as ‘Super Star’ and ‘Extra Miler,’ was a finalist in HSBC 100 Club (Top 100 employees globally), and led successful cost-saving initiatives.• Problem Solving & Customer Centricity: Managed complex inquiries, applied TCF (Treating Customers Fairly) principles, and earned recognition from customers and business units for service excellence.This role underscores my ability to integrate technical expertise with leadership and continuous improvement within a fast-paced, customer-centric environment. 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  • Manager/ Senior Consultant - Re-engineering and Production Management

    Jun 2016 - Jun 2017

  • Site Lead - Production Management Tools and Solutions

    Jun 2014 - Jun 2016

  • Assistant Manager Operations - Retail Banking and Wealth Management

    Nov 2010 - May 2014

  • Customer Service Executive - Retail Banking and Wealth Management

    Sept 2005 - Oct 2010
• 

  HSBC

  Jan 2019 - Oct 2024

  I was attached to Global Banking and Markets GSCs - Chief Admin office responsible for providing Business Management and central support to all GBM(Global Banking, Markets, Global Research and MSS Operations) across the GSCs (Group Service Centers). - Representation at Digital Business Services (DBS) GSC wide governance forums- Help businesses drive their GSC strategy and ensure the appropriate level of support across the GSC footprint.- Lead and drive initiatives that enable the businesses to success in the fast changing GSC environment.- Responsible for the oversight of HSBC Facilities and drives required facility enhancements projects with Corporate Services support-Supporting with the management of Finance & Budgeting. Work closely with Cost management to provide effective reporting on a regular [monthly] basis for all aspects of the cost base to monitor against targets and forecast in both direct and indirect. Maintain cost discipline, rationalize and consolidate expenses related to all departments within GBM Colombo Show less As Regional Lead for the INSPIRED program at MSS GSC Sri Lanka, I led people initiatives across Markets & Securities Services Operations to boost employee engagement, drive innovation, support sustainability, and celebrate team contributions.Key Achievements & Responsibilities:Engagement & Development Leadership: Directed a team across eight specialized PODs, including Innovation & Excellence, Networking & Engagement, and Sustainability & Responsibility. Each POD, with 8-10 sub-leads and numerous influencers, advanced the MSS Colombo people agenda.Diversity and Inclusion: Ability, Balance, Faith, Generations, Nurture, and Pride—focused on gender balance, disability inclusion, generational integration, religious tolerance, and LGBTQ+ support. Developed ERG programs that engaged employees, fostered inclusion, and provided valuable feedback to enhance business impact.Strategic Program Management: Aligned initiatives with corporate values to foster inclusion, growth, and sustainability. Led activities that empowered employees and promoted holistic wellbeing.Employee Recognition: Established programs celebrating contributions and reinforcing performance excellence. Used employee feedback to enhance team engagement.Organizational Development: Designed strategic initiatives for individual and team growth, fostering a culture of innovation and continuous learning.Sustainability & Wellbeing: Spearheaded projects supporting environmental sustainability and employee wellness, aligning with global business goals.This role underscores my commitment to people-first leadership, program management, and organizational development, focusing on a positive, inclusive work environment that drives success within the GSC ecosystem. Show less As Co-lead of D&I at GSC Colombo, I spearheaded initiatives to integrate diversity and inclusion (D&I) into our business strategy, creating a culture of respect, collaboration, and belonging across all levels. Through HSBC’s Employee Resource Groups (ERGs), I implemented D&I programs aligned with global objectives, supporting a sustainable, inclusive workplace.Key Achievements & Responsibilities:Leadership of Employee Resource Groups (ERGs): Directed six ERGs—Ability, Balance, Faith, Generations, Nurture, and Pride—focused on gender balance, disability inclusion, generational integration, religious tolerance, and LGBTQ+ support. Developed ERG programs that engaged employees, fostered inclusion, and provided valuable feedback to enhance business impact.D&I Analytics and Performance Tracking: Created a D&I profile with analytics to monitor progress against KPIs, enabling targeted improvements and ensuring alignment with HSBC’s global D&I goals.Policy Enhancement for Inclusivity: Led policy revisions to support the Nurture community, enhancing benefits for working parents and carers, and advocated for inclusive hiring, focusing on disability-friendly policies.Cultural Awareness & Celebrations: Organized events celebrating cultural, religious, and generational diversity, fostering cross-cultural understanding and workplace harmony.Gender Balance & Leadership Development: Advanced gender balance through leadership development sessions for women, supporting the Balance network’s mission to build a gender-diverse workforce.Pride Network & Community Engagement: Established the Pride network, creating a welcoming space for LGBTQ+ employees and allies with regular meet-ups, reinforcing HSBC’s inclusive values.I am committed to fostering an inclusive environment where diverse contributions are valued, strengthening the organization and its people. Show less As the Senior Business Manager for the MSS GSC Chief Administration Office, I drive strategic oversight and operational excellence for Markets and Securities Services (MSS), Global Research, and MSS Operations across the Group Service Centers (GSCs), enhancing synergy within Global Banking and Markets (GBM). Key responsibilities include representing MSS GSC in high-level governance forums, aligning business objectives with group strategies, and leading cross-functional coordination with Digital Business Services (DBS) to support GSC transformations and deliver value.Key Achievements & Responsibilities:Strategic Leadership: Spearheaded strategy development, implementation, and resource allocation to streamline operations and foster business growth across GSCs. Ensured MSS views were represented effectively in Digital Business Services governance.Operational Efficiency: Developed and enforced standard operating procedures and implemented automation in data reporting, project tracking, and governance to enhance operational effectiveness. Supported risk management functions, ensuring compliance with regulatory and internal standards.Financial Management: Managed finance and budgeting processes, providing monthly cost-base monitoring, forecasting, and cost control across MSS Colombo. Partnered with Procurement for sourcing strategies, driving cost reductions, and value creation.Talent Development & Engagement: Led talent development initiatives, fostering engagement, diversity, and performance management, while overseeing staff recognition programs. Engaged with Change and Transformation to drive continuous operational improvements.Stakeholder Management: Partnered with senior stakeholders to elevate customer experience and shareholder value, supporting senior executive engagements and regulatory initiatives. Maintained rigorous internal controls, managing audits and adapting to regulatory changes. Show less Spearheaded the Business Management function for the Markets and Securities Services (MSS) Colombo division, has a workforce of 700+ employees and operating within a virtual global framework spanning India, the Philippines, Malaysia, and China. Collaborated closely with global operations leadership to enhance operational efficiency, implement financial governance, and optimize workforce management through advanced data analytics and process alignment.Core Responsibilities:•Financial Management: Directed budgeting, financial governance, accruals, and procurement operations, ensuring compliance with fiscal policies.•Workforce Planning: Managed end-to-end workforce operations, including recruitment, resource migrations, and onboarding of new business functions.•Governance Frameworks: Developed and enforced governance structures to maintain operational consistency and regulatory compliance.•Cost Management: Led cost optimization initiatives, tracking benefit realization and aligning outcomes with P&L objectives.•Risk Management: Partnered with compliance and operational risk teams to ensure adherence to regulatory frameworks and mitigate risks.•Human Capital Development: Collaborated with HR on talent acquisition, employee engagement, and learning & development programs.•Data-Driven Leadership: Streamlined reporting processes through automation, enabling real-time business intelligence and informed decision-making.•Performance Tracking: Managed objective-based scorecards and KPI dashboards, ensuring alignment with strategic goals and on-time delivery.•Leadership and Culture Building: Cultivated a high-performance culture focused on accountability, ownership, and operational excellence.Recognition: Awarded the “Business Leader of the Year 2022” for outstanding leadership and contributions to the MSS business unit. Show less D&I Nurture Colombo championed a family-friendly approach across the organization, supporting employees with caregiving responsibilities through targeted initiatives, policy enhancements, and ongoing advocacy. My focus was to create an inclusive environment that empowers working parents and caregivers, ensuring that they feel valued and supported in balancing their professional and personal lives.Educational Programs & Resources, Policy reviews, Advocacy & Enhancements, Support for Flexible Work, Family-Centric Engagement Events, Mental Health & Wellness Support were some of key initiatives I was driving with the help of my team. Show less

  • GBM GSC Chief Admin Officer | Vice President - Sri Lanka, Philippines and Mexico

    Mar 2023 - Oct 2024

  • Regional Lead - INSPIRED Program | MSS GSC Sri Lanka

    Jan 2023 - Oct 2024

  • Co Lead - Diversity and Inclusion | GSC Sri Lanka

    Oct 2022 - Dec 2023

  • Senior Business Manager - MSS GSC CAO | Assistant Vice President

    May 2022 - Mar 2023

  • Assistant Vice President – Business Management COO

    Jun 2017 - May 2022

  • ERG Lead - Diversity and Inclusion | Nurture

    Jan 2021 - Dec 2021

  • ERG Lead - Diversity and Inclusion | Faith

    Jan 2019 - Dec 2020
• 

  Toastmasters International

  Dec 2019 - Jun 2022

  Distinguished Area for 2021-22. District 82, Division D, Area 03Led four Corporate Toastmasters Club - HSBC GSC, CODEGEN, SLT, Sysco LabsAward winner - "District 82 - Distinguished Area Director" for year 2021-22 Led the team to achieve most prestigious "Golden Club" and "Emerging Golden Club" award for the term 2020/21. Led the team to get the club to good standards.

  • Area Director - Division D | Area 03

    Jul 2021 - Jun 2022

  • President - HSBC GSC Toastmasters Club

    Jul 2020 - Jun 2021

  • Vice President Membership - HSBC GSC Toastmasters Club

    Dec 2019 - Jun 2020