Rupa Patnaik

Work History

HSBC Bank

08.2022 - Current

Gained extensive knowledge in data entry, analysis and reporting.
Conducted thorough reviews of operations to devise and deploy improvement strategies.
Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
Acting as the first point of Contact for the HR team for internal and external stakeholders.
Assist in payroll management
Prepare and submit recruiters’ auditing data reports to Regional HR in Hong Kong
Managing employees’ internal promotions and lateral movements within HSBC.
Optimize the service level agreement (SLA) of HSBC employees and reduced to 24 hours from 7 days.
Developing and managing talent acquisition strategies with selected HSBC internal and external partners.
Develop strategies to enhance the onboarding experience of new HSBC employees.

HSBC Bank

08.2021 - 08.2022

Was responsible to investigate and resolve complaints received. Based on my 2023 report, over 90% of cases that I managed were successfully processed within ten days vs 30 day SLA.
Negotiated with complainants to minimise monetary loss for the bank to resolve the complaints
Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures with Executive team
Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis
Have worked with the HSBC digital payment team to develop a training course on life-cycle management of tokenization for the bank
Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.

HSBC Bank

11.2020 - 08.2021

Promoted available products and services to customers during service, account management, and order calls.
Cross-trained and backed up other customer service officers in the branch.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Followed up with customers about resolved issues to maintain high standards of customer service.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Maintained up-to-date knowledge of product and service changes.

Black Panther Guards And Services Private Ltd

09.2017 - 01.2020

Monitored and handled employee claims involving performance-based and harassment incidents.
Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
Tracked various statistics and kept detailed records to support human resources department.
Created job descriptions on boards for vacant jobs.
Delivered friendly assistance with new hires throughout interviewing and hiring process.
Developed and implemented onboarding and orientation programs for new employees.
Created and delivered HR training sessions to staff, managers and executives.
Negotiated offers and closed deals to finalize recruitment process and secure best talent.