Sameer Mahajan

About Sameer Mahajan

Highly passionate, result oriented and intrinsically motivated, charismatic global leader, upscaling functions with “Consistency, Commitment and Contributions” towards excellence. • Senior Executive with two and a half decades of extensive industry experience, with world’s leading financial organizations - HSBC, Deutsche Bank, Credit Suisse (US and India)(13.5 years), UBS US, Citibank Singapore & India and Capital One. Executive demeanor making positive bottom-line impact for the firm, clients, business and staff. Charismatic leader with proven track record of growing, building / transforming into high performing teams - with uplift in team moral and empowerment, ownership, delivery quality, performance and value chain. Trusted Business Partner collaborating with senior business and IT executives to use technology to transform and simplify IT services towards customer delight. Passion for people development, a track record of recruiting and retaining top talent. Demonstrated ability to effectively lead and work in a complex, matrix global, heterogeneous, high pressure financial environment. Excellent communication, presentation and interpersonal skills. Collaborative and inclusive leadership style promoting agile, diversity, ownership, empowerment and innovative culture. Experience working with all regional / cultural diversities, globally. High conduct, ethics and integrity standards

Experience

1. Global Head

   HSBC

   Sep 2019 — Present · Pune, IN

   Global Head of Contact Center Infrastructure for HSBC service 30K+ agents globally in 35+ countries supporting all Business Units - WPB, CMB, GTRF, HSBC Net, Fraud Ops etc. on next generation technology ->End to End Ownership of contact Center and associated application platform and infrastructure support across entire range of contact center components including Session Border Controller, Carrier, Voice ID, IVR development and support, In Bound, Out Bound and core Genesys including MI -> Managing 300+ global senior technical staff, across all geographies, globally -> RTB and CTB delivery, maintaining and stabilizing CC platform / infrastructure -> Automation & transformation, AI - CIVR, IVR modernization, Media Recording, Voice ID, Live Chat and multiple digital channel integration -> ITIL, Production Stability -> Catalyst and Sponsor for agile transformation within the domain -> Leadership and Stakeholder Management -> Leading / representing in various streams, stretched initiatives, leadership councils across the organization promoting D&I, mentoring & coaching, inclusion etc. Achievements -> Numerous acknowledgments and appreciations from senior execs CXOs globally for quality and consistency ->>Trusted partner for business and regional CIOs, business heads globally -> Exceptional support during Pandemic to frontline agents to work from home and keep the bank’s contact center service our clients -> Standardization, stabilisation and enhancement of global app platform -> Significant increase in FTE 30+%(FTE + contractors) to run the show -> Dedicated CTB resources realizing business benefits on or before time, w/o disturbing RRB, SSP, Evergreening and patching -> Agile transformation, Agile ways of operations, Globalization of team and services with regional focus -> Enhanced collaboration with vendor partners to extract the best value to the firm.

Education

• Bhausaheb Firodiya High School

  HSC, Science

  1985 — 1992

• Bhausaheb Firodiya High School, Ahmednagar, Pune, Maharashtra

  SSC

  1984 — 1992

• Vishwakarma Institute Of Technology

  B.E., Mechanical

  1992 — 1996