Carl Hnatiuk
Sittingbourne
Summary
Highly motivated and results-driven professional with over 10 years of experience in the banking industry. Proven track record of success in process and account management with UK and Global payment experience. Adept at establishing and maintaining strong relationships with clients and stakeholders, ensuring great customer outcomes. Possesses excellent communication, interpersonal and organizational skills, with the ability to effectively manage multiple tasks and projects simultaneously. Comprehensive understanding of the banking industry in relation to payments, and the ability to apply this knowledge to drive business outcomes.
Overview
13
13
years of professional experience
Work history
UK Business Partner - Bacs & Faster Payments
HSBC Bank PLC
04.2020 - Current
- Responsible as Onshore process owner for multiple Bacs and Faster Payment Teams including: Bacs Liaison, Bacs Helpdesk, Bacs Referrals & Credit Payment Recovery. Covering 50+ FTE across 2 offshore sites.
- Nominated HSBC Operations Scheme Representative for Bacs and Faster Payments which includes the assurance of HSBC’s adherence to scheme rules. Also includes the reporting of any breaches or Service Level Issues, recommendation of any potential improvements to rules or processes, participation in workshops and attending Service Reviews.
- Manage projects in reference to scheme or process changes to deliver better customer outcomes, reduce risk or streamline/automate processes.
- Contribution as SME and Process Owner during annual scheme attestation for Bacs and Faster Payment audit.
- Manage and contribute to various internal scheme reporting forums including SARO and EPWG.
- Escalation Contact for any high impact/sensitive complaints both internally for HSBC and externally for other Participant Banks.
- Responsible for the raising and management of any Management Self-Identified Issues (MSII) with an expectation to complete deep dive investigation to understand root cause and introduce new risk mitigation tools to prevent future incidents and strengthen procedures.
- Contribute to wider stakeholder improvements or automation/robotics initiatives, working with IT and business areas to develop new solutions.
- Work with stakeholders including Industry, Product and IT to manage incidents, IT system changes, new product solutions and ensure these are implemented into Operational Procedures.
- Working with stakeholders across multiple Lines of Business to identify potential process improvements across service and implementation.
- Deliver training to Lines of Business as part of knowledge share initiatives to upskill teams and enable them to serve customers more effectively.
Account Manager
HSBC Bank PLC
10.2018 - 04.2020
- Manage a large portfolio of both complex and non-complex clients in the Global Banks Sector covering all aspects of Global Liquidity and Cash Management.
- Act as dedicated point of contact for escalations and complaints ensuring all issues and logged, escalated and managed effectively.
- Conduct face to face service review meetings providing updates on scheme and industry changes in addition to providing a review of queries and payment STP data.
- Act as a conduit between the client and our operations and implementation partners ensuring any new account opening requests, closures or additions or amendments to existing facilities are processed.
- Work closely with the Relationship Team and sales both in terms of building the relationships from a cash management perspective and operationally.
Client Service Manager
Lloyds Banking Group
09.2015 - 10.2018
Client Service Officer
Lloyds Banking Group
03.2014 - 09.2015
Customer Service Officer
Lloyds Banking Group
06.2011 - 03.2014
Skills
- 11 Years Banking Experience
- Managing Operations & Processes
- Building Trusted Relationships
- Project Management & Delivery
- Bacs/FPS Scheme Representative
- Incident Management & Stakeholder Communication
- Critical Thinking & Problem Solving
- Continuous Improvement Mindset
- Resolving Complex Complaints
- Delivering Training & Presentations
- Focus on Achieving Excellent Customer Outcomes
- Managing Multiple Priorities Effectively
Accomplishments
- 68 Recognition Awards since joining HSBC in 2020 (including At Our Best and Spotlight)
- Top Performer (Performance Rating for 2022)
- Spotlight Awards Finalist (2022)
- 3 years Green Audit since joining role (2020-2022)
Timeline
UK Business Partner - Bacs & Faster Payments
HSBC Bank PLC
04.2020 - Current
Account Manager
HSBC Bank PLC
10.2018 - 04.2020
Client Service Manager
Lloyds Banking Group
09.2015 - 10.2018
Client Service Officer
Lloyds Banking Group
03.2014 - 09.2015
Customer Service Officer
Lloyds Banking Group
06.2011 - 03.2014
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