Sheldon Fernandes Fernandes

Experience

• 

  HSBC Bank Middle East Ltd

  Jul 2001 - Sept 2001

  Back Office Operations Assistant (Internship)
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  HSBC Bank Middle East Limited

  Jan 2002 - Jan 2003

  IT Assistant

  - Identify and resolve hardware/software related problems/failures.- Assist LAN Administrator with implementation of new projects.- Support departments with installation/movement of PCs for new users

• 

  HSBC Bank Qatar

  Jan 2003 - Jan 2007

  LAN Administrator

  Managed all aspects of day-to-day IT operations for HSBC in Qatar, including servers, ATMs and data connectivity for local and wide area network. Led a team of 4 staff to resolve technical issues of 600+ employees located across 5 branches.Achievements:- Streamlined helpdesk process through the launch of an automated helpdesk system.- Improved customer satisfaction by reducing the turnaround time for calls raised to the helpdesk through theintroduction of an SLA (Service Level Agreement).- Appointed by HSBC Regional office (UAE) to setup the IT infrastructure and train IT team for the first HSBCoffice in Kuwait.- Consistently recognized with ‘Shukran’ (appreciation) awards by the CEO for being ‘customer driven’. Show less

• 

  HSBC Bank Middle East

  Jan 2007 - Jan 2009

  Project Manager Systems Training

  Headed the systems training for 600 employees on a project that involved the migration of 25 new HSBC systems. Worked closely with regional head office on all aspects of the project from budgeting, communicating with stakeholders, to managing project risks.Achievements:- Received the award “HSBC World’s Local Hero” from HSBC Group CEO (Michael Geoghegan) for successfully managing the migration of HSBC systems in role as Project Manager for systems training.- Achieved a 98% ‘excellent’ rating for training conducted (1000+ hours of systems training).- Reduced project training budget by 27% by working with stakeholders to utilize local department mangers toassist with carrying out training. Show less

• 

  SGF

  Oct 2011 - Nov 2012

  Freelance Front-End Web Developer

  Freelance front end web developer based in New York, New York with over 2 years experience working with HTML, CSS, jQuery, PHP and SEO.

• 

  HSBC

  Nov 2012 - now

  Senior Programme Manager working across Asia Pacific, delivering complex change programmes, and transactions specifically related to mergers, acquisitions and disposals aligned to the strategic priorities of HSBC. Responsible for:• Working with internal and external parties to develop a migration plan to complete the transaction.• Implementing controls and processes to identify and manage risks and issues, and implement suitable mitigation plans.• Providing regular senior management updates via weekly steering committees on project progress, risks and issues, project financials and to ensure timely escalation and resolution of all control issues and reputational risks.• Leveraging best practices across HSBC to ensure transactions are executed efficiently.As a Resource Manager, providing support, guidance, and continuous feedback to team members to further develop their skillset to deliver change projects.Transaction Achievements:• Programme Manager for the share sale of HSBC Amanah Takaful Berhad (INMY) Business to FWD.• Programme Manager for the portfolio sale of HSBC General Takaful Portfolio to Zurich Insurance Company.• Successfully managed the sale of HSBC Brunei’s Retail Banking and Commercial Banking portfolio to Baiduri Bank within a 19 week time frame and the exit of HSBC Brunei with less than 2% customer complaints.• IT PMO (Programme Management Office) lead for the integration of PT Bank Ekonomi (HSBC Subsidiary) and HSBC Bank Indonesia (HBAP Branch) to form PT Bank HSBC Indonesia. Show less Interim Head of Transformation Malaysia responsible for:• Working with internal businesses (e.g. RBWM, CMB and GBM) to ensure all country strategic priorities are implemented.• Supported the Malaysia COO to drive and address key regulatory issues including updates for the Malaysia EXCO/Board.• Deputised for Malaysia COO at the Group Change Committee (GCC) on Malaysia’s project execution risk.• Up skilling the Transformation team by ensuring development plans are in-place and executed in 2019. Show less Worked as a Lead Business Analyst on the 2nd Phase of the HSBC US Transformation Program which involves streamlining the US business and encompasses implementation of key HSBC Group systems and extensive process reengineering which to improve operational controls while simplifying the businesses. Responsible for:- Creating BRD (Business Requirements Documents) for CRM (Customer Relationship Management) system and CCMS (Customer Complaints Management System), including collecting business requirements by facilitating group discussions and system walkthroughs to vet requirements, and ushering the document through formalized approval process.- Worked closely with Legal and Compliance to ensure systems implemented meet US Regulatory standards. - Central point of contact between Business, Legal and Compliance to define future state processes, update procedures, develop training material and ensure business readiness prior to Go Live.- Worked with Business and Compliance to define and setup CRMS reference tables in HUB. - Triaged and supported developers to fix defects during System Testing (ST) and User Acceptance Testing (UAT).- Presented senior management with leadership updates on project progress during weekly steering committee meetings. Show less

  • Portfolio Manager Group Transactions Implementation

    Jan 2020 - now

  • Senior Program Manager

    May 2015 - Jan 2020

  • Interim Head of Transformation

    Aug 2018 - Jun 2019

  • Lead Business Analyst

    Nov 2012 - May 2015