Summary
Overview
Work History
Education
Skills
Timeline
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Oriette Chandrasekera

Department Manager
Cipress Court Flat 4, Triq Santa Margerita

Summary

Accomplished Department Manager at HSBC Global Contact Centre, I excel in motivational leadership and problem-solving, significantly enhancing customer satisfaction and employee performance. My proactive approach in coaching and strategic work planning has consistently surpassed performance targets, demonstrating a strong commitment to excellence and continuous improvement.

Overview

18
18
years of professional experience

Work History

Department Manager

HSBC Global Contact Centre
01.2021 - 06.2024
  • Leading and engaging over 100 employees servicing Personal Banking customers and Customer Due Diligence for personal and corporate sectors.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Worked actively with management team to create daily and weekly plans to consistently achieve or exceed performance targets.
  • Managed and optimised resource to ensure smooth running of operations and SLA targets are achieved.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Prepared detailed reports for business partners highlighting performance, strategic plans, review of existing trends and capacity management.
  • Excelled continuously in my role by consistently exceeding performance targets and achieving top year-end ratings.

Customer Due Diligence Team Manager

HSBC Global Contact Centre
08.2019 - 12.2020
  • Collaborated with cross-functional departments to migrate Customer Due Diligence project to Malta. Recruited and trained high-performing team members maintaining optimised customer service.
  • Facilitated meetings to communicate team performance goals and results.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Delivered regular team meetings for aligned work towards common goals.
  • Evaluated employee performance, coached and trained team members, increasing quality of work and employee motivation.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
  • Championed process improvements by identifying inefficiencies, proposing solutions, and leading change initiatives.

Quality Assurance and Quality Control Manager

HSBC Global Contact Centre
01.2017 - 07.2019
  • Supervised a team of QA/QC professionals, providing guidance and direction for individual growth and development opportunities within the organisation.
  • Established a culture of continuous improvement by fostering open communication and proactive problem-solving among team members.
  • Maintained detailed records of all QA/QC activities, facilitating smooth audits and compliance checks.
  • Optimised resource allocation by analysing data trends to identify areas requiring additional focus or support.
  • Spearheaded initiatives aimed at expanding knowledge in best practices for Quality Assurance and Quality Control within the company.
  • Developed comprehensive training programs for QA/QC team, enhancing their skills and overall performance.
  • Developed and implemented comprehensive quality assurance plans to monitor department quality and adherence to regulatory standards.

Team Manager

HSBC Global Contact Centre
01.2012 - 12.2016
  • Throughout my five year Team Manager position, I have led, developed and supported team members in different areas of the business, Personal Banking as well as Payment Protection Insurance.
  • Developed performance measurement strategies, identifying areas for improvement and coaching accordingly to increase quality of work as well as employee motivation.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.

Customer Service Representative

HSBC Global Contact Centre
10.2006 - 12.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Bachelor of Commerce, Malta - Marketing And Banking & Finance

University of Malta
2006

Skills

  • Motivational Leadership

  • Customer Service

  • Employee Scheduling

  • Problem-Solving

  • Work Planning and Organisation

  • Excellent Time Management

  • Coaching and Mentoring

  • Performance Management

  • Effective Communication

Timeline

Department Manager

HSBC Global Contact Centre
01.2021 - 06.2024

Customer Due Diligence Team Manager

HSBC Global Contact Centre
08.2019 - 12.2020

Quality Assurance and Quality Control Manager

HSBC Global Contact Centre
01.2017 - 07.2019

Team Manager

HSBC Global Contact Centre
01.2012 - 12.2016

Customer Service Representative

HSBC Global Contact Centre
10.2006 - 12.2011

Bachelor of Commerce, Malta - Marketing And Banking & Finance

University of Malta

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Oriette ChandrasekeraDepartment Manager