Hunny Singh Grewal

Experience

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  Convergence Contact Centre

  Sept 2004 - May 2006

  Team Leader

  I joined as a Customer Service Executive and later promoted as a Team Leader.

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  HSBC

  Sept 2006 - Sept 2014

  Responsibilities Included:Creating and maintaining documentation and development for the Strategic Image and Workflow solution that is used to support the HSS Transfer Agency (“TA”) Business in all locations plus the CoE.Develop and/or assist in development of the “As-is” and “to-be” workflows as per the requirement of the project.Draft and document the business requirement documents (BRD) for components of the application workflow. Build and configure the vendor solution.Prepare and/or assist test scripts and Test the proposed.solutions.Working with TA business teams, AWD.IT support and TA staff to implement TA target global business / operations model.Develop the enhancements as per the agreed plan. Provide ongoing production support and address user queries on the application. Contribute to resolving complex situations.Escalate issues in a timely manner when appropriate. Communicate clearly and professionally. Show less Responsibilities included:Ensuring timely and accurate processing of User Entitlements within agreed PLA as assigned by the Line Manager without being prompted. Maintaining and updating User Entitlement data and related information in the MI trackers. Sending intimations to the Business Area after successful processing of User Entitlement request. Escalating instances to the Line Manager that do not comply with the PLA and take steps to prevent such occurrence in the future. Assisting the Line Manager in CQI projects by active participation. Initiating CQI steps for Process Improvement. Other functional duties relating to User Security Support when assigned. Ability to process User Entitlement requests Setting up funds, amending, disabling and deleting with related permissions Setting up, amending and deleting Legal entity. Setting up, amending and deleting Nominee. Setting up, amending and deleting Account Group. Setting up, amending and deleting User Class Setting up, amending and deleting User Class account. Supporting General query User Acceptance Testing of Admin Support Functions Show less Responsibilities included:Acquire knowledge on HSBC products and service offerings Efficiently answer customer queries on various products and services offered by the bank.Electronically process data and respond to customers queries pertaining to banking transaction from HSBC offices across the globeAchieving my target set on me in regards to Quality, AHT, Sales rate, Offer rate, PTP kept rate and all the other factors which affects my KRO.Voiced based process, providing excellent, efficient and proactive customer driven Service to the customers. Adherence to audit issues and adherence to the compliance and the data protection act.Working on my various statistical reports, to draw conclusion and work on that.Gauge and established customers needs, exploring all associated sales and offer the Best solution to the customer.Did overtime as and when required by the business area, supported BCP situation.Adhere to all core standard set by HSBC (HDPI). Show less

  • Business Analyst

    Mar 2011 - Sept 2014

  • System Administrator, HSBC Security Services

    Sept 2010 - Mar 2011

  • Customer Service Executive

    Sept 2006 - Aug 2010
• 

  BT

  May 2015 - Jan 2024

  Global Process Owner - Billing
• 

  Johnson Controls

  Jan 2024 - Apr 2024

  Senior Manager (OTC)