Sunil Chouhan

• I am responsible for managing the delivery of IT Project (s) for the Medical, Facilities, University and
  Legal teams. With my strong leadership skills and expertise in agile methodologies, I ensure that our
  projects are delivered on time and within budget while maintaining the highest standards of quality. I
  work closely with my team members to identify and mitigate any potential risks, and to optimise our
  processes for maximum efficiency.
• My goal is to ensure that Emirates continues to provide world-class
  services to our customers while keeping pace with the ever-changing demands of their respective
  Business Areas.
• Agile Delivery Manager responsibilities include:
  - A single point of contact with the business for all backlog items created for the IT team
  - Providing weekly updates to the senior stakeholders across the IT/Business Teams
  - Highlighting any issues, concerns, & risks
  - Negotiating new timelines based on changes in requirements
  - Ensuring Team Members assigned to the respective user story deliver the work on time & with quality
  - Assuring user requirements & solution documents are published to the business
  - Having the technical design for support team references
  - Conflict management
  - Vendor management (RFI, RFQ, RFT, RFP, contracts & reconciliation) with P&L
• Initiative Lead responsibilities include:
  - Owning the E2E plan that includes; XAATs/ARTs, dependency, key roles, solution intent, TQA
  - Ensuring the plan is confirmed per resource availability
  - Working with teams to plan for early integration with E2E solution demos
  - Providing visibility of the plans
  - Tracking the progress, dependencies, resolving any impediments
  - Forecasts the costs
  - Validating business case costs & IT risks ( highlighting cost estimation, assumptions, risks, and
  confidence across AATs & vendors)
  - Runs the business IT Initiative governance
  - Reporting to Portfolio for any investment updates/changes/risks
  - Servant leader influencing the right outcomes for the Initiatives

Creating a culture for Frontline where Digital First becomes second nature through incentivisation.
• Driving Performance management across the MENAT region to promote Digital First to our customers
• Created tools to support and increase confidence amongst the frontline around
Digital First customer journeys
• Building a one-stop-shop for everything Digital to promote a new culture
encouraging success stories
• Working with Team Managers to ensure full understanding and adoption
• Showcasing the importance of Digital First showing the ease of migratable
transactions from frontline teams to digital platforms via virtual seminars
Scrum Master Activities
• Running scrums at programme level across the MENAT Region
• Coaching agile ways of working and methodology
• Highlighting and removing impediments
• Challenging definition of done
• Building a safe environment for cross-functional team to provide feedback during
scrum ceremonies
• Supporting Product Owner in building, grooming and prioritising the backlog
• Confirming resource sprint by sprint to ensure optimal velocity during sprints.

• Creating unanticipated moments of delights across various customer touchpoints
• Organising Wow moments for Diwali 2019 Event - from invite to the end of the event keeping clients excited
• Delivered WOW moments to customers for UAE, Egypt and Qatar Customer Milestone Birthdays (30/40/50/60) where customers were surprised with experience days
• Created a model for touchpoints in customer lifecycle looking at the environment, tragic moments and data to create value for the customer
• Partnerships with the Disney Institute, paving the way to a culture change within the organisation across the MENAT region
• To focus on Customer Experience and satisfaction, leading the Customer Wow initiatives and taking lead with staff engagement and platforms
• Sunil Chouhan, A-CSM, CSM, CSPO, SA - page 2
• Internal Staff Engagement App Development:
• Building an internal engagement app to change the culture through recognition of right behaviours across the region (Smile & Joy) -
• Creating user stories with the definition of done
• Liaising with developers (Working with Thinglogix) to build an app to spec
• UAT Testing and collating user feedback
• Designing user experience with end to end UI Design
• Creating Gamification for recognition

• Continuing Product Owner responsibilities with backend teams
• Improving how non-STP journeys for Online and Mobile Banking affect customers
• Key Activities:
• Created process improvements for journeys dropping out of Digital Platforms to the Operational
• Teams where customer pain points are prioritized
• Reusing APIs from digital journeys in the Staff systems to create pure STP journeys
• Training the importance of Digital First to the Branch Network
• Scrum Master to immediate and wider cross-functional team

• Bridging the gap between the pure Digital Teams and Product Management, as well as frontline to create an omnichannel experience across all platforms to transform key Card Servicing journeys
• Using agile methodologies to drive the transformation as the Product Owner
• Utilising concepts such as
• Robotics and Microsites to achieve a new and improved experience for the end-user
• Defining backlogs and priorities based on budget and benefits
• Key Activities:
• Defining the vision: Through pain point navigation, attrition and direct customer feedback as well as current customer expectations and asks in the market
• Using methods such as blue-sky thinking to design a new experience/ product
• Managing the product backlog: Building user stories, adding them to the backlog using Jira and iteratively refining the backlog
• Prioritising needs: Evolving with the business and the needs of the customer
• Taking into consideration time to market, overall cost and the scope of the product
• Overseeing development stages: Supporting the scrum and sprints through the development to ensure all aspects are clear with development
• Attending all Ceremonies to progress sooner
• Sunil Chouhan, A-CSM, CSM, CSPO, SA - page 3
• Anticipating client needs - building persona related scenarios and testing with the end user directly
• Evolving the journey based on the feedback
• Acting as a primary liaison: Taking ownership for reviews and demonstrations with the business, owning the development of the product with constant updates with Confluence, Jira and Ceremonies
• Evaluating product progress at each iteration: Confirming the definition of done with the development of each user story
• Landed journeys
• Direct Debit for Credit Card – Online Banking
• Lost and Stolen for Debit and Credit Card – Mobile Banking
• Temporary Block and Unblock - Mobile Banking

• Responsible for the analysis, design, development, delivery, implementation and evaluation of the complete training and support solution, delivered across a diverse range of HSBC business areas (Inc
• Retail & Wealth, Commercial and Private), supporting major bank strategies and initiatives
• Using ADDIE framework to implement people related changes to the front line:
• Analysis - mapping the changes and user painpoints required to deliver training
• Design - using various training styles (instructor led training
• Digitally interactive training, pre-recorded training, knowledge validation and support material) to build appropriate delivery for implementation and agreeing this upfront with the business
• Development - Building the material based on agreement of design
• Implement - liaise with the business to rollout the changes and schedule the rollout based on delivery timescales
• Evaluate - confirm the success of the rollout and adoption of the changes
• Training frontline teams across contact centres and branches on new ways of working ranging from customer journeys to culture shift across sites (global)
• Introducing digital first journeys to the front line teams so they can promote them to the customer

• To lead a team to deliver a high quality customer driven service, resolving complaints and enquiries at first point of contact wherever possible, whilst also meeting expectations in terms of accuracy, timeliness and professionalism
• Train and coach advisors to deal with customers’ wishing to raise complaints at any level by telephone or in writing and ensure relevant departments investigate cause so that learning points are identified leasing to improved processes
• To ensure that departmental targets are achieved
• Pre-empt complaint queries that may occur due to system limitations or failures, and prepare the department
• Sunil Chouhan, A-CSM, CSM, CSPO, SA - page 4
• To develop and enhance relationships with internal and external customers, including John Lewis
• HSBC Direct, fd and M&S Money
• Experience
• Helped migrate a whole department from South End to Birmingham
• Written and Delivered Training Material for new employees
• Have been involved with the implementation of several projects, and have identified areas of concerns, which have help avoid and quantify losses
• Analyse daily MI to identify improvement areas in productivity and feed this back to the team
• Creating environment in which opportunities to improve quality and control / reduce costs are encouraged, identified and implemented
• Acting as referral point for Customer Service Advisors as required, dealing with referred customer complaints effectively
• Act quickly and decisively to external conditions impacting service and complaints
• Coaching the understanding of customer complaints, and ensuring a balance is met between Treating
• Customer Fairly and meeting business expectations
• Schedule holidays and lunches for department, ensuring there is a balance with needs of the business and needs of the employees
• Proactively managing departmental performanc against regulatory changes and ensuring compliance is satisfactory when new processes are implemented.

• Lead by example to provide an environment that stimulates employee loyalty and engagement
• Deliver high quality customer driven experience that provides customers with a positive experience of
• HSBC
• Ensure constructive feedback is given to individuals on errors made and procedures not being followed
• Working together with key business areas to drive strategic changes to improve service, providing feedback as needed
• Answering customer service calls during peak periods to ensure professional service is maintained
• Supporting scheduling/operations to achieve effected queue management
• Maintain, develop and share knowledge of products and procedures to ensure all enquiries are handled in line with HSBC policy, ensuring regulatory requirements are fully observed
• Contributing to the overall department target to reduce complaints by 10%
• Floor walk in the call centre, provide one to one coaching and training to help advisors take ownership of calls and help reduce our complaints meeting team targets
• Achieve resolution by keeping the customer informed of next steps and setting expectations and timescales for contact

• Dealing with customer enquiries in a call centre environment, Offering products where appropriate and ensuring both team and personal targets are achieved in order to meet their revenue and productivity key results area
• Delivering one touch assistance to all customers
• Analyse daily MI to identify improvement areas in productivity and feed this back to the team
• Driving Incentives and Motivating members of my team
• Liaising with management in regards to projects when needed
• Adhering to floor standards
• To provide extra support and training to members of staff who are underachieving.