Robert King

Experience

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  HSBC

  Dec 2006 - Jan 2014

  Customer Service Executive

  - AML- CDD- KYC- Escalating any unusual activity to the Regulatory Authorities by preparing SAR compliantanalysis reports- Client Screening and Sanction Screening customers.- HSBC Payment Protection Insurance- HSBC US North America - Customer Care - Sales

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  Pena4, India

  Jan 2014 - Mar 2020

   Manage and lead a team of Client Service Coordinators (CSC’s) and Production Coordinators (PC’s). Ensures day to day activities of all the CSC’s and PC’s are carried out efficiently in addition to the clients under the implementation phase that are currently being handled by me. Part of the recruitment panel for hiring CSC’s and PC’s. Generate and prepare the revenue report for all the clients on a weekly basis and send to the executive team. Prepare reports for the operations meeting, revenue meeting and also submit the on goings of the new clients in the implementation phase. Work across a number of clients to communicate and implement the projects. Work collaboratively but also challenge and hold people to account to ensure we land the best solutions for our clients on a day to day basis by delivering quality work within the Turn Around Time (TAT). Creating and delivering project work plans, revising as appropriate to meet changing needs and requirements. Identifying resources and assigning responsibilities in consultation with the Quality and Training & Development teams. Help manage the Discharged Not Finally Billed (DNFB) report for all the clients managed by the CSC’s. Liaise with other departments like the IT, Training & Development and the QA team to set up the process for the new clients. Developing, maintaining and influencing relationships with clients ensuring that effective communication and client engagement activities are in place for the release being implemented. Balance and prioritize multiple concurrent projects with minimal input from the higher management. Show less  Managing a team of Client Service Associates who in turn services around 5 clients/accounts each. Liaise with the coding team as necessary to address client needs and monitor client transaction processing. Create and maintain performance reports like Remote invoice trend reports, Week on week volumes report and Cumulative invoice report. Work on Coder productivity analysis and generates Consultant Production Report, Staff estimation report and Consultant Revenue Report. Preparing and Reconciliation of weekly and monthly revenue reports and submitting them to the finance team for billing.  Assist in developing, maintaining and coordinating the staff/consultants schedules for all onsite/remote engagements. Responsible for communicating with clients, staff/consultants and distributing schedules to clients and staff/consultants. Work with the respective Project Coordinators/ Client Reps at offshore offices to ensure that their accounts are being carried-out and managed according to the account specifications. Assist in the recruiting, testing, processing and training of new staff/consultants. Maintain and update client and staff/consultants’ contacts in applicable database(s). Responsible for maintaining and increasing client revenue and meeting/exceeding revenue goals. Show less  Coordinate and maintain open communications with appropriate CLIENT management staff, client and consultants to resolve any issues on a prospective basis. Determine whether client’s needs are being met and solicit feedback from client, staff and consultants for measurement of customer/staff satisfaction. Provides daily/weekly reports and updates to the Manager of Client Services. Participate in meetings, conferences, and in-services, as needed, excellent communication. Contribute ideas and feedback to the overall development of our account management system. Perform other duties and tasks as needed and assigned by CLIENT management. Show less

  • Manager ClientOperations

    Apr 2016 - Mar 2020

  • Assistant Manager Client Services

    Apr 2015 - Apr 2016

  • Team Lead - Client Services

    Jul 2014 - Mar 2015

  • Client Service Associate

    Jan 2014 - Jul 2014
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  Concentrix

  Mar 2020 - Nov 2022

  Manager Operations

   Responsible for overall Operations, Service Delivery, Client Success and ensure that client objectives are met as per the organization standards  Plans and oversees strategic, operational, and administrative programs, projects, and/or services  Collaborate with peers and stakeholders on improving processes and overall customer experience  Lead and drive completion of RCAs with a strong rigour on defining CAPA and taking them to logical closures with relevant stakeholders  Responsible for overseeing content being loaded to the YouTube platform and developments not limited to training courses and modules required for operational webinars  Highlight key areas of improvement at people/processes/product level  Work extremely in a diligent environment in managing and coordinating various projects directly for Google YT  Define and execute plans along with clarity on the ownership and able to anticipate operational exigencies and plan accordingly  Build a high-performance culture and enable continuous professional development through constant mentoring and periodic feedback and drive Google culture and values in the team  Ability to proactively work on problems that impact the overall organisation, foresee probable impact, proactively solve for at the scale of the organization to have meaningful impact on cost, resources and profitability  Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream Show less

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  Cognizant

  Dec 2022 - now

  Service Delivery Manager

   Strategic Leadership: Developed and executed business plans aligned with overarching company objectives to drive revenue growth across diverse workflows and regions.  Innovation & Continuous Improvement: Championed innovation by embracing new technologies and best practices to elevate solution quality and operational efficiency.  Data-Driven Decision Making: Utilized data analytics and business intelligence tools to ensure informed decision-making and proactively address operational challenges.  Operational Excellence: Upheld Trust & Safety standards while efficiently scaling operations across multiple international sites, ensuring adherence to client SLAs and industry benchmarks.  Team Leadership & Development: Led and mentored a diverse team of 330+ professionals, emphasizing emotional intelligence, effective communication, and continuous professional growth. Conducted performance evaluations and promoted a culture of continuous learning.  Relationship Management: Cultivated relationships with vendors, partners, and third-party providers, aligning collaborations with client objectives for seamless operations.  Customer-Centric Operations: Prioritized enhancing customer experiences by setting service differentiation levels and ensuring high-quality deliverables.  Stakeholder Engagement: Actively collaborated with stakeholders, from senior management to cross-functional teams, ensuring alignment with operational goals and company  Succession Planning: Mentored and prepared high-performing team members for future leadership roles, ensuring sustainable operational excellence. Show less