Vynayagam Balasubramaniam
Finance
Kajang
Summary
Collaborative leader with 16 years experience in finance industry and dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Offering confidence, team contribution and decision making skills. Forward-thinking and skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement. 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.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
8
8
Certifications
3
3
Languages
Work History
Insurance Agent
United Champion Resources
Shah Alam
05.2023 - Current
- Assisted clients in navigating often complex claims process, ensuring received fair and timely resolutions.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on importance of adequate insurance coverage, fostering trust and loyalty among existing client base.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
Manager Operation
HSBC Electronic Data Processing Centre
Cyberjaya, Selangor, 10
05.2019 - 11.2022
- Manage dialer system strategies, compliances, testings, performance and projects for Malaysia, Hong Kong, Singapore, Philippines and Vietnam.
- Mentored team on best practices in operations planning, fostering culture of continuous learning and professional development.
- Ensured compliance with industry regulations, company policies, and best practices through diligent oversight and regular audits.
- Improved customer satisfaction by analyzing feedback data and implementing process enhancements. Facilitated strong governance and controls within Client Operations, ensuring compliance with regulatory requirements.
- Tracked and monitored Key Performance Indicator (KPI) delivery and Management Information (MI) to drive operational excellence.
- Developed detailed forecasts to inform strategic decision-making and optimize operational performance.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented robust risk management protocols mitigating potential threats proactively by proposing syntax changes avoiding calls to sanction countries.
- Worked closely with project managers to create project work scopes and schedules.
- Proposed and assisted streamlining projects and migration for Vietnam Sales and Collections which saved 50% headcounts.
- Created succession plan successfully during pandemic and ensured smooth operation with only 70% headcounts.
Senior Analyst
HSBC Electronic Data Processing Centre
08.2018 - 04.2019
- Manage dialer system for collection and sales in UK and Middle East.
- Nurtured strong working relationships with clients by creating process documents and ensuring their needs were met while exceeding expectations on deliverables.
- Provided expert advice for senior management, contributing to informed decision-making and strategic planning.
- Elevated departmental performance through targeted training programs aimed at developing employee skills and expertise.
- Facilitated cross-departmental collaboration, breaking down silos and encouraging information sharing to drive positive business outcomes.
- Developed comprehensive risk management strategies to minimize potential losses and safeguard business interests.
Assistant Manager
Collections (Brunei)
Cyberjaya, Selangor, 10
07.2016 - 07.2018
- Lead collection team (7 staffs) for Brunei
- New migration and worked with business partner setting up team and process
- Handle escalations and ensure performance/KPI are met
- Global Standard Committee member for department
- Supported system enhancement, testing and Aspect system Upgrade projects for all Asia pacific countries.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments
Dialer Administrator
Collections (Asia Pacific)
06.2013 - 06.2016
- Managed collection campaigns for Philippines, Hong Kong and Malaysia
- Ensured SLA and KPI met
- Maintained positive and productive working relationship with all business units and levels of management
- Ensured accurate reporting and provided analysis & observations
- Aid in audit related concerns
- Timely escalate any Dialer issues and execution issues
- Contributed for department process and procedure creation
- Deputies manager when manager not available.
- Reduced call abandonment rates through effective list management and pacing adjustments. Abandoned rate reduced by 20% for Philippines.
- Trained new agents on dialer functions and best practices, enhancing team productivity levels.
Global Support Executive
Customer service (Malaysia)
09.2009 - 05.2013
- Assist customer on queries pertaining credit cards, bank accounts, loan and premier account (Customer Service)
- Cross trained for all products and pioneer team member for account opening through online.
- Collaborated with product teams to provide valuable insights on customer needs, influencing product improvements that addressed common pain points.
- Maintained comprehensive knowledge of industry developments, staying ahead of emerging trends and technologies relevant to global support operations.
- Increased overall customer satisfaction by implementing proactive monitoring systems that detected potential issues before they escalated into major problems.
- Established strong relationships with key stakeholders, ensuring clear communication channels and prompt issue resolution.
- Built relationships with customers and community to establish long-term business growth. Received 82 compliments with certification.
Global Support Executive
Collections (UK)
01.2008 - 08.2009
- Handle UK customers’ bank and loan delinquent accounts
- Negotiate with customer and assist with payment plans Able to meet average talk time target and collection target
- Cross trained to handle corporate customers.
- Led efforts aimed at refining internal documentation processes, resulting in more accurate and accessible knowledge resources for support team.
- Analyzed customer feedback to identify trends and areas for improvement, driving continuous service enhancements.
- Cultivated culture of continuous learning within team by organizing regular training sessions and encouraging professional development opportunities for staff members.
Education
Graphic And Animation Certificate - Computer Graphics
GO Academy – Animation And Effect School
Petaling Jaya, Selangor, Malaysia 02.2006 - 04.2007
Sijil Pelajaran Malaysia -1st Grade - Science - Science Education
Sek Men Jalan Bukit, Kajang, Selangor
Kajang, Selangor 01.1996 - 05.1999
Ujian Penilaian Sekolah Rendah - 5A 1B -
Sek Ren Jen Kebangsaaan (Tamil) Kajang
Kajang, Selangor 12.1989 - 05.1995
Skills
Leadership and team management
Excellent interpersonal and networking skills
Effective verbal and written communication abilities
Proven track record of successful execution and delivery
Ability to navigate large organizations and build collaborative relationship
Advanced user for Microsoft tools
Problem solver and real time decision maker
Stake holder and Project Management
Strategy planning and implementation
Leadership and team management
Websites
Certification
Certified Associate in Project Management (CAPM)
Awards
- 4 Months Short Term Assignment in India, Collections to assist the operation.
- Multiple compliment mails from regional head and country head.
- Best Team GSC Malaysia Award (2018)
- Best Assistance Manager Award Q1 (2017)
- Business Leadership Award Q1 (2017)
- Collections Team Town Hall Award Q3 (2017)
- Business Leadership Award Q3 (2017)
- Best Employee Award (2015)
- Best Global Support Executive Award (2014)
- 82 compliments in HBMY Call Center from customers. (Certificates)
- Best GSE for Quality (2010)
References
Available upon request
Timeline
Insurance Agent
United Champion Resources
05.2023 - Current
Manager Operation
HSBC Electronic Data Processing Centre
05.2019 - 11.2022
Senior Analyst
HSBC Electronic Data Processing Centre
08.2018 - 04.2019
Assistant Manager
Collections (Brunei)
07.2016 - 07.2018
Dialer Administrator
Collections (Asia Pacific)
06.2013 - 06.2016
Global Support Executive
Customer service (Malaysia)
09.2009 - 05.2013
Global Support Executive
Collections (UK)
01.2008 - 08.2009
Graphic And Animation Certificate - Computer Graphics
GO Academy – Animation And Effect School
02.2006 - 04.2007
Sijil Pelajaran Malaysia -1st Grade - Science - Science Education
Sek Men Jalan Bukit, Kajang, Selangor
01.1996 - 05.1999
Ujian Penilaian Sekolah Rendah - 5A 1B -
Sek Ren Jen Kebangsaaan (Tamil) Kajang
12.1989 - 05.1995