Swetha Pallikala

Experience

• 

  HSBC

  Oct 2016 - now

  • Handling escalations, endorsing exceptional approvals, handling team quality and ensuring that theSLA’s are met.• Improve customer journey based on insights and workflow analysis• Capacity planning for the team.• Handling CRM and AML Audits for the team.• Responsible for the recruitment, training and development of all staff within the unit• Planning and managing resource capacity and shift Rota scheduling• Hands on experience working on several Process Automation Projects Show less • Was instrumental in preparing the Global Standard SOP, for Marks and Spencer's –Credit GeneralCorrespondence team.• Being an SME, I ensured all the SLAs and KPIs were met.• Conducted Quality Huddles and Feedback sessions for The Team• Worked with multiple stakeholders to collaboratively drive business results. • Deputized for -Manager Operations on various occasions and ensured the team runs smoothly.• Handled complete training, planned monthly contests to drive productivity.• Pitched in for Automation Projects where necessary and been part of Testing for the same.• Was the First Point of contact for any process related escalations or queries for both the team andthe Business Area.• Single handedly managed Migration of the Process to another site and delivered BAU ahead ofproposed time, while simultaneously training a contingency site for backup. Show less • Managed Portfolio and deliver targeted resolution on monthly basis• Consistently over achieved the collection target assigned for the portfolio• Provided inputs to improve PTP%, Dialer calling strategy and for implementation of Automated Dialer.• Kept track of outstanding debts• Planned course of action to recover owed money• Update account status and database regularly• Complied with requirements and Regulations• Handled customer complaints• Negotiated payoff deadlines and payment plans• Helped in Identifying gaps in the system and recommended solutions Show less

  • Assistant Manager

    Mar 2024 - now

  • Credit Risk Analyst

    Sept 2021 - Mar 2024

  • Subject Matter Expert

    Aug 2018 - Sept 2021

  • Financial Advisor

    Oct 2016 - Aug 2018
• 

  K-Skuare

  Nov 2022 - now

  Co-Founder
• 

  Flip Robo Technologies LLC

  Jan 2023 - Sept 2023

  Full Stack Engineer - Intern