Hi, I’m
Patrick Manuel Vijendran Arumugam
Seremban, Negeri Sembilan
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Strategic-thinking individual experienced in successfully engaging employees and encouraging each to reach highest potential. Offering pleasant personality with expertise developing employee performance goals.
Overview
11
years of professional experience
Work History
HSBC
Department Manager
01.2019 - 08.2021
Job overview
- Lead and inspire the team to deliver excellent levels of individual and team performance and customer satisfaction
- Communicated with managers of other departments to maintain transparency..
- Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution which includes goal settings, constructive feedback and performance development plan
HSBC
Team Manager
01.2017 - 02.2019
Job overview
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures through PDP and PIP
- Led employee relations through effective communication, coaching, training, and development.
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Evaluated employee performance on weekly basis and coached team members to ensure there is an increase in quality of work and employee motivation.
HSBC
Site Administrator
05.2015 - 12.2016
Job overview
- Effectively forecasting staffing requirements and creating and managing staff schedule based on forecasted call volume
- Monitor effectiveness of operation based on AHT, adherence, productivity
- Managed NGT project and delivered a successful migration with minimal impact to the business and end users
HSBC
Quality Analyst
04.2013 - 05.2015
Job overview
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Created and revised procedures, checklists and job aids to reduce errors.
HSBC
Customer Service Representative
10.2010 - 03.2013
Job overview
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Been an academy coach in managing a pool of new staffs to equip them with the required skills and knowledge
Education
University Technology MalaysiaKuala Lumpur, Malaysia
No Degree from Diploma in Business Administration
10.2024
Skills
- Employee Scheduling
- Risk Management
- Staff Management
- Team Supervision
- MS Office (Excel, Word, Powerpoint, OneNote)
- Macro
- Six Sigma (Yellow Belt)
- Coach the coaches
Timeline
Department Manager
HSBC
01.2019 - 08.2021
Team Manager
HSBC
01.2017 - 02.2019
Site Administrator
HSBC
05.2015 - 12.2016
Quality Analyst
HSBC
04.2013 - 05.2015
Customer Service Representative
HSBC
10.2010 - 03.2013
University Technology Malaysia
No Degree from Diploma in Business Administration
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