Kriti Majmudar has over 15 years of experience in banking and business development. She has held roles at HSBC such as Associate Vice President managing rewards and recognition programs, and Customer Service Manager overseeing premier customer service teams. She has also worked at WNS Global Services in business development generating leads, and held telemarketing roles at Standard Chartered Bank and Datamatics. Kriti holds a Bachelor's degree in Psychology from Mumbai University.

1. Kriti MajmudarB/1201 Dheeraj Residency, Opposite Goregaon Bus Depot, New Link Road, Goregaon (W), Mumbai 400 104
E-mail kriti7777@gmail.com | Mobile 9819270484
PROFESSIONAL EXPERIENCE
July 2013 – to Jan 2015 HSBC, Associate Vice President RBWM Rewards & Recognition
Promoted to AVP Rewards and Recognition in January 2015.
The responsibilities involved managing Recognition and Communication (internal ) and Corporate Sustainability
for INM RBWM by facilitating cascade of information and awareness pan-India through innovative and interesting
online and offline media (existing and new). Further the role requires facilitation of sales and service improvement
pan-India through developing recognition programs to motivate performance & Increase productivity by
introducing and conducting staff engagement activities to enhance work-life balance PAN India for INM
RBWMStaff.
Within the first week of joining this job, two large annual events were successfully conducted.
Some of the key functions performed in this capacity are as follows:
• Ensure Recognition activities are effectively carried out well within the proposed budget
• Ensure Communication activities are effectively carried out well within the proposed budget
• Active Staff Participation of the various Businesses in the Recognition programmes
• To ensure the successful dissemination and communication of the annual performance pay plan.
• Attain a satisfactory Audit rating
• Monitor R&R cost to keep them within budgets.
• Meeting audit and governance requirements
• Ensuring the Intranet is kept up to date.
• To ensure favorable response rate on all RBWM Surveys and Quizzes
• To ensure the successful dissemination and communication of the RNR Program.
• Drive Branches to proactively plan and participate in activities that further the Corporate Sustainability
plan for INM region across locations where they operate.
• Steer Corporate Sustainability efforts in RBWM teams through active promotion and enhance
awareness amongst the staff in 50 branches with the support of INM GPA – External Communications
team
• To enhance the RBWM PR value by facilitating dissemination of information on RBWM products,
services, systems, processes, people, and other significant and relevant information to media.
• Drive regions and branches to promptly and appropriately recognize and uphold their best performers
• Engage with various RBWM Businesses proactively to develop the percolation of effective
communication within RBWM

2. • Obtain support from business heads through consistent communication and review of the
Communication tools available
• Ensuring that there is healthy competition amongst employees while at the same time ensuring team
excellence through unified effort.
• Maintain effective control of the on-line and off-line communication in line with the ASP/ INM Internal
Communications Guidelines
• Obtain necessary approvals for the activities, initiatives that need adherence to guidelines prescribed
by the stakeholders.
• Maintain high levels of integrity and information risk standards by adopting and practicing suitable
checks and measures.
• Awareness of the operational risk associated with the role and the action to be taken to minimize the
likelihood of operational risk occurring including risk identification, assessment, mitigation and control,
loss identification and reporting.
• Maintain HSBC internal control standards, including the timely implementation of internal and
external audit points together with any issues raised by external regulators
• Understand and adhere to both the letter and the spirit of all laws, regulations and regulatory
guidance that apply to my role, promptly reporting any breaches in accordance with local procedures.
• Maintain sufficient and effective processes and controls identifying and mitigating risks and ensure
timely escalation and resolution of all control issues and reputation risks.
• Ensure adherence to applicable Global, regional and country standards and policies (including GSM,
FIMs, and BIMs).
• Ensure 100% completion of my Risk & Compliance mandatory training.
• Treat customers fairly and with integrity. If I have been notified by Global Risk or Human Resources
that I am included in a special employee category for regulatory purposes (eg Code Staff or U.S.
Covered Employees): I understand and acknowledge any and all additional responsibilities or
performance objectives for which I am responsible. If locally required, it is my responsibility to assess
my performance against these objectives at the mid-year and year-end performance review process,
and it is expected that I will provide sufficient commentary to recognize my performance
July 2013 – to Jan 2015 HSBC, Customer Service Manager – Premier
Promoted to Customer Service Manager for the Premier Service Managers. This movement also led to a change
in band along with a change in function.
The responsibility involved a reporting line of 13 Premier Service Managers. This role was primarily to plan, direct
and control the Premier Service teams customer interface functions in order to achieve a high level of customer
satisfaction together with operational efficiency. Additionally, there was a requirement to develop and implement
service and cross sell discipline within the Premier Service team and assist in developing service and cross sell
culture and to drive the Global Premier culture across the Premier Service Team
Some of the key functions performed in this capacity are as follows:
• Ensure that a Cross sell attempt is made for every customer interaction
• Motivate the PSM team to generate NTB/ upgrade references from existing customers.
• Transaction migration to ADCs - By managing the migration activity to ADCs for walk-in customers at
the Premier Centre and Increasing PIB registrations and migrating routine queries to the Premier
Contact Centre.
• Through effective service delivery, ensure prompt reply to customer queries and complaints,
resolution of customer complaints within set TAT’s, reduction of customer waiting time and monitoring
customer service levels provided by the PSM team on an ongoing basis

3. • By developing and maintaining a strong service culture across the Premier Service team.
• Conduct daily service huddles with the PSM team.
• Effective service delivery on Global Premier
• Ensure due diligence in account opening and NIL KYC error.
• Ensuring minimal error rates in processing WMS transactions.
• By implementing audit recommendations, and monitoring operational activities, including exception
handling, identifying control weaknesses and addressing them.
• To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors.
• Ensuring the timely implementation of internal and external audit points together with any issues
raised by regulators, especially pertaining to investments
• To ensure that the Premier service team adheres to the Global Premier guidelines at all times and GP
Mystery Shopping
• Managing the Premier Lobby at the branch.
• By monitoring Premier Centre hygiene, and using in-branch promotion material effectively.
• Managing customer traffic, by improving process flows and aligning tasks accordingly.
• Adhering to the Premier Hygiene Checklist as per Global requirements
• Liaising with the Business Development Manager for Premier customer delight events for the branch
Ensure that PSMs are aware of the incentive structure and focus towards achievement of incentives.
• By ensuring that all staff work as a team and jointly focus on converting the Premier Centre into a best
of kind Centre.
• By effective communication of plans and achievements, through appraisal, counselling and training,
on and off the job, by regular discussions and feedback from all staff.
• By motivating staff through team events, regular feedback sessions and huddles.
• Ensure continuous enhancement of knowledge through regular trainings, LMS and sessions.
• Working closely with Manager Premier to ensure smooth interaction and healthy bonding between the
PRM’s and PSM’s
• Ensure CRMS is used for sales activity management in Branches and for referring any leads to the
Premier Sales Team.
• Activity levels of CRMS to meet ASP benchmark performance levels. Only sales closed on CRMS will
be considered as achieved. There should also not be any time-lag between booking of business and
closure of the leads on CRMS
• Ensure due diligence in account opening and NIL KYC error.
• Ensuring minimal error rates in processing WMS transactions.
• By implementing audit recommendations, and monitoring operational activities, including exception
handling, identifying control weaknesses and addressing them.
• To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors.
• Ensuring the timely implementation of internal and external audit points together with any issues
raised by regulators, especially pertaining to investments.

4. • To implement the Group Compliance Policy by, ensuring adequate compliance training, fostering a
compliance culture and optimizing relations with regulators
• To ensure that the Premier service team adheres to the Global Premier guidelines at all times and GP
Mystery Shopping
• To ensure that the money laundering reports and AML feedback are responded to within TAT
• Satisfactory audit rating (GAA & FPS)
• Minimum concurrent audit comments. NIL reminders for any comment
• Ensure NIL frauds for any case sourced / handled by the branch
• To implement the Group Compliance Policy by, ensuring adequate compliance training, fostering a
compliance culture and optimizing relations with regulators.
• Ensure all operations, regulatory and processing related instructions / mails from Central teams are
complied with
Nov 2010– to July 2013 HSBC, Customer Service Manager – Tellers
Promoted to a Teller supervisor role where the entire Branch Teller operations were managed by me along with a
team of 9 Union staff at HSBC Juhu Branch. This role led to a change in function.
In this role, I was nominated for 2 conventions, Year End and Mid year in June and Oct 2012 respectively.
Some of the key functions performed in this capacity are as follows:
• To plan, direct and control the branch customer interface functions in the front office and teller areas
in order to achieve a high level of customer satisfaction together with operational efficiency
• To develop and implement service and cross sell discipline and assist in developing service and cross
sell culture in the service team.
• To motivate the team so that 100% customer satisfaction is achieved which would refer to stronger
referrals for the Sales teams.
• To ensure each customer is advised regarding the basket of products and services HSBC offers
which would lead to prospective customer meetings and translate to effective sales
• To warrant that every staff has process knowledge and can advise the customer appropriately
keeping the Banks standards in mind and following the TCF principals thoroughly
• To ensure zero error on Financial transactions to safeguard the customer as well as the Bank
reputation
• To ensure all audit related functions are checked daily so that the branch is always prepared,
• To ensure all deliverables are balanced physically EOD so that there is no disconnect in numbers
• Transaction migration to ADCs by managing the migration activity to ADCs for walk-in customers at
the branch and increasing PIB registrations thereby migrating teller queues to the ATMs.
• Cross Sell of bank products - Ensure that a Cross sell attempt is made for every customer interaction
at the teller counter
• Motivate Teller team, and be responsible to ensure every Teller Operator in the team receives
• Through effective service delivery, prompt reply to customer queries and complaints, resolution of

5. customer complaints within the set TAT, reduction in customer waiting time and monitoring customer
service levels on an ongoing basis.
• By developing and maintaining a strong service culture across the service team.
• By monitoring branch hygiene, and using in-branch promotion material effectively. Managing
customer traffic, by improving process flows and aligning tasks accordingly.
• By ensuring that all staff work as a team and jointly focus on converting our branches into thriving
malls.
• By effective communication of plans and achievements, through appraisal, counselling and training,
on and off the job, by regular discussions and feedback from all staff.
• Reduction in customer waiting periods, and accurate transaction processing.
• Ensuring zero error rates, and minimization of cash shortages, frauds, etc.
• To ensure exception reports are monitored to ensure adequate control on the branch operations
• To ensure limit letters are issued to the Teller Staff as and when mandatory
• To ensure that HUB user ids have been created as per the job profile of the users and the rules
regarding HUB user ids as laid down from time to time are being adhered to
• To ensure all Teller Operations are in line with regulatory requirements.
• Manage the team of Teller Operators, and motivate staff to perform at the highest productivity levels.
• By implementing audit recommendations, and monitoring operational activities, identifying control
weaknesses and addressing them.
• To ensure satisfactory audit ratings/no adverse comments from internal, external and RBI auditors by
exercising caution while handling foreign currency transactions.
• By supervising ongoing compliance with audit recommendations and adherence to procedures laid
down by BIM/HHO/INM/RBI and other regulatory bodies.
• Ensuring the timely implementation of internal and external audit points
Nov 2006 – to Aug 2010 HSBC, Assistant Manager – Platform Services
Joined HSBC Mumbai, a Global bank that offers a suite of world class products and services to its corporate and
commercial banking clients, as also to a fast growing personal banking customer base. Some of the key functions
performed in this capacity are as follows:
• Face to face interaction with Customers solving their day to day banking, credit card, personal loan
and Home Loan queries
• Resolution of queries to be done within the stipulated turn-around time (TAT)
• Understanding the needs of the customer and giving them suggestions accordingly
• Daily follow ups with the back office to ensure that customer requests are being handled with
importance, in turn generating Client satisfaction.
• Reducing turn around time in resolving customer needs to ensure their long term relationship with
HSBC.
• Up-selling and cross selling HSBC products like Insurance, Equity and Wealth Management Portfolio
to clients on a day to day basis

6. • Target oriented Sales to be achieved on a daily, weekly, monthly basis
• Working on HUB regularly which is the Client Database
• Using CRMS (Customer Relationship Management System) systems to add and diarise Sales. In the
event of a closure, this system is used primarily.
• Opening of New Accounts by stringent documentation processes
• Primarily responsible for the Maker-Checker process used for checking all Letters of Instruction
handed over by Customers at the time of Investing in various HSBC and non HSBC products. All the
fields are to be minutely checked as per the report generated from the Wealth Management System
on a daily basis. Any error is to be reported in the daily Checker Report that is sent to the Relationship
Managers for quick resolution. This Maker-Checker Report is primarily used at the time of Audit.
• Handling ATMs on a weekly basis including balancing cash and replenishment of funds into the ATM
machines
Certifications obtained
• CRMS (Customer Relationship Management System) Certification
• Fighting Dirty Money (Anti Money Laundering) Certification
• Account Opening Certification
• Global Premier – Pillar II Accreditation – Branch
• Group IT Security Awareness Certification
• Request Management for Other Back office staff
• eHelpline Feedback Management Exam
Apr 2006 – Nov 2006 Cross-Tab Marketing Service, Assistant Manager, Business Development
Joined Cross-Tab Marketing Services, an India-based, full-service market research agency offering online market
research solutions and outsourcing solutions to clients - across the globe. This role involves responding to RFI's,
RFP's for prospective clients and support in the Sales Process by generating leads. Some of the key functions in
this capacity were as follows:
• Assistance in collateral creation
• Assistance in answering RFI's and RFP's for prospective clients including formatting the document
• Assisted database creation through various search engines
• Identifying prospects attending relevant conferences that the Sales people would be attending and
setting up meetings for them to strengthen the Sales pipeline.
• Coordinating with vendors regarding printing work of new collateral and brochures
• Assistance in making Newsletters
• Cold calling functional heads in the company on the services to be sold. This involves a lot of
networking through the organization and large interaction with Assistants of the concerned people
Jan 2003 – Apr 2006 WNS Global Services, Senior Executive, Business Development

7. Joined WNS Global Services, a leading global Business Process Outsourcing Organization, as a part of the
Business Development team in Jan 2003. This role involved generating leads for the Airline, Travel &
Transportation segment and supporting the Sales Teams directly in the Sales Process. Some of the key functions
in this capacity were as follows:
• Identify and analyze sales opportunities, initiate cross-selling and up-selling ·Independent/Assisted
Database Creation through various search engines
• Cold calling functional heads in the company depending on the services to be sold. This involves a lot
of networking through the organization and large interaction with Assistants of the concerned people.
• Assistance in Collateral Creation
• Research on database for a healthy pipeline
• Brainstorming on new campaign and simultaneously helping with the relevant collateral
• Meeting/exceeding targets
Aug 2000 – Jan 2003 Datamatics, Ltd., Officer Telemarketing
Joined Datamatics, India's premier software services and consultancy organization, as a part of the Marketing
division in Aug 2000. This role involved marketing Datamatics' software services for the Retail & Distribution,
Publishing, GIS & Healthcare sectors, primarily in the US and the UK. Some of the key functions performed in this
capacity were as follows:
• Database creation through search engines
• Cold calling the CXO's namely the CEO, CIO
• Research on database for a healthy pipeline
• Setting up conference calls for Business Development Managers offsite and meetings for the team
onsite as a part of Lead generation
Oct 1999 – July 2000 Standard Chartered Bank, Telemarketing Officer
Joined GSA of Standard Chartered Bank, one of the Worlds largest International Banks. Some of the functions
performed in this capacity were as follows: Sales of Credit Cards on the telephone in Mumbai city.
• Scrutinizing databases to have a better hold of customers and generating sales
• Building relationships with existing clients to ensure service satisfaction. This in turn lead to getting
new references to add to the database for sales of Credit cards and related products
• Responsible for getting business from new as well as existing clients.
• Primarily responsible for sales of Credit cards
• Cross selling various other products while selling Credit cards
• Getting referrals from existing customers for new customers to add to the database and enhance
sales of Credit cards

8. EDUCATION
May 1999 Bachelor of Arts (Psychology), Mumbai University
Mar 1996 HSC, Mumbai University
Mar 1994 SSC, Pune Board
LANGUAGES
English, Hindi, Gujarati, French (Basic), Marathi (Basic)
PERSONAL INFORMATION
Date of Birth: 14 Oct 1976
Marital status: Unmarried