Banking and Finance: with over 20 years of progressive experience in Collections

June 2023- March 2024- HBME Oversight Management Manager • Supervises and oversee the day to day collection & operations related to 3rd party Agency Management for HSBC Middle East and North America (MENA) April 2021- June 2023- Manager- Operations- • Manages and oversee the day to day operations for Singapore process. March 2018- March 2021- HBME Oversight Management Manager • Supervises and oversee the day to day collection & operations related to 3rd party Agency Management for HSBC Middle East and North America (MENA) February 2012 – February 2018- Assistant Manager for Operations- Manages 10 to 12 team members servicing UK account customers through taking inbound and outbound calls including business accounts, loans, personal accounts, savings accounts and credit cards. Resolves escalated customer concerns and utilizes appropriate business judgment by managing monetary adjustments and making necessary follow-up actions for customers. Focuses on employees’ performance and behavior, as well as other related concerns such as attrition, absenteeism, morale, disciplinary action, conflict resolution and/or employee grievances, motivation through collaboration with Employee Relations and concerned parties. October 2008 – February 2012 Assistant Manager for Operations- Managed 10 to 12 team members servicing US account customers through taking outbound calls for credit cards. Resolved escalated customer concerns and utilized appropriate business judgment by managing monetary adjustments and made necessary follow-up actions for customers. October 2006 – September 2008 Performance Coach / Relief Assistant Manager for Operations-Performed roles covering people management, training and recruitment. November 2004 – October 2006 Processing Executive- Contacted delinquent and/or over the limit customers via phone system to obtain payments and/or negotiate appropriate resolutions on customers’ concerns. Reviewed and analyzed customers’ financial situation and arranged repayment programs within procedural criteria.