FENELLA DEVINE JONES
Dubai,United Arab Emirates
Summary
Accomplished professional with expertise in process optimisation and workflow automation, driving operational efficiency and regulatory compliance within wealth management operations. Demonstrates strong stakeholder engagement and relationship management skills, fostering cross-functional collaboration to achieve strategic objectives. Proficient in data analysis, database management, and the Microsoft Office Suite, including advanced Excel capabilities. Adept at agile project management and change implementation, with a focus on enhancing team leadership and operational risk management. Committed to leveraging skills for continued growth in optimising financial operations.
Overview
18
18
years of professional experience
2027
2027
years of post-secondary education
Work history
Senior Assistant Manager (Subject Matter Expert), Wealth Operations
HSBC Global Operations Services
Kolkata
08.2007 - 04.2025
- Spearheaded end-to-end process re-engineering, automating daily/weekly limit reports, reducing manual processing time by 30% and saving 15 hours monthly.
- Partnered with IT teams to design and implement Database Over Drawn Limits Automation Tool, improving reporting accuracy by 25% and streamlining compliance.
- Strengthened risk management frameworks, implementing controls that reduced error rates by 15% and ensured adherence to global regulatory standards.
- Achieved 100% Service Level Agreement (SLA) compliance and quality scores, delivering superior outcomes for high-net-worth and retail clients.
- Led as deputy manager, mentoring 10+ team members, resolving escalations, and fostering seamless collaboration with UK business partners.
- Enhanced team agility by auditing outputs for 100% accuracy and cross-training staff across workflows, boosting operational efficiency by 20%.
- Drove high-impact projects, including Mass Stock Suspension and UK remediation, earning senior leadership commendations for flawless execution.
- Awarded 'Super Star of Month' and multiple accolades for excellence in quality, customer service, and SLA delivery.
- Led migration projects with zero disruptions, recognized by UK stakeholders for timely delivery.
- Championed HSBC’s CSR initiatives, including Water Programme, enhancing community impact.
Customer Service Representative
HSBC Credit Card Services
India
01.2007 - 01.2012
- Delivered exceptional service to US credit card clients, achieving 100% quality and customer satisfaction scores across thousands of interactions.
- Drove product upselling, securing 95%+ first-call resolution rates and enhancing client retention.
- Proposed process improvements, reducing query resolution times and improving operational efficiency.
- Kept up-to-date with company policies, ensuring correct information was given at all times.
- Provided accurate information to customers, which resulted in fewer returned orders.
- Balanced multiple tasks simultaneously without compromising on quality of service.
- Managed difficult situations for positive outcomes.
- Offered additional products and services to boost company sales.
- Built lasting relationships with regular customers, fostering brand loyalty.
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Conducted customer surveys to gather feedback on service experience improvement.
- Developed strong product knowledge, customers appreciated extra information.
- Enhanced brand reputation with excellent telephone etiquette.
- Recorded customer interactions, providing valuable data for management review.
- Assisted in training new staff to ensure consistency in service delivery.
- Delivered exceptional service to increase customer loyalty.
- Handled high volume calls whilst maintaining professionalism and composure.
- Ensured minimal wait times by prioritising tasks effectively during peak hours.
- Responded to customer queries and provided excellent customer service.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Improved company processes by analysing customer feedback and service trends.
- Exceeded targets by delivering comprehensive and consistent service.
- Built positive customer rapport through friendly, professional communication.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
Education
Master of Business Administration - Human Resources
Indira Gandhi National Open University (IGNOU)
KolkataBachelor of Arts - English
Loreto College
Kolkata04.2007
ISC - Class XII
Frank Anthony Public School
Kolkata04.2006
ICSE - Class X
Loreto Convent Entally
Kolkata04.2005
Skills
- Process Optimization
- Workflow Automation
- Target-Oriented attitude
- Leadership excellence
- Change implementation
- Customer-centric approach
- Operational oversight
- Staff management
- Business operations understanding
- Excellent communication
- Report drafting
- Typing speed and accuracy
- Data entry proficiency
- Policy adherence
- Time efficiency
Languages
English
Hindi
Bengali
Timeline
Senior Assistant Manager (Subject Matter Expert), Wealth Operations
HSBC Global Operations Services
08.2007 - 04.2025
Customer Service Representative
HSBC Credit Card Services
01.2007 - 01.2012
Master of Business Administration - Human Resources
Indira Gandhi National Open University (IGNOU)
Bachelor of Arts - English
Loreto College
ISC - Class XII
Frank Anthony Public School
ICSE - Class X
Loreto Convent Entally
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