Jairam Srinivasan
LEEDS,West Yorkshire
Summary
Associate Delivery and Operations professional with experience working directly within HSBC UKCC (WPB) as an inbound voice agent, combined with a strong background in Agile delivery support, RAID tracking, operational governance, risk controls, and continuous improvement. Holds a Master's degree in Engineering Management with strong Lean and Six Sigma capability. Experienced in supporting regulated operations, customer journeys, digital processes, and change initiatives across financial and technical environments. Adept at stakeholder coordination, issue resolution, delivery reporting, and workflow optimisation. Seeking to transition into an Associate Delivery Manager role to support HSBC's transformation programmes.
Overview
10
10
years of professional experience
1
1
Certification
Work history
Customer Service Representative
HSBC UK
Leeds
09.2025 - Current
- Handle inbound customer enquiries across Wealth and Personal Banking, providing accurate information aligned with HSBC policies, FCA regulations, and Treating Customers Fairly (TCF).
- Work within a highly controlled operational environment, following governance protocols, conduct risk guidelines, and audit-ready procedures.
- Collaborate with internal departments (Digital, Fraud, Payments, Operations) to resolve customer issues — strengthening stakeholder communication skills essential for delivery management.
IT Asset Processor
Revive IT Recycling Limited
Leeds
11.2024 - 05.2025
- Supported end-to-end delivery of IT asset lifecycle projects including deployment, decommissioning and compliant disposal.
- Managed risk, issue, and action tracking logs, contributing to project governance.
- Performed GDPR-compliant secure data erasure, ensuring audit readiness and operational control.
- Produced delivery and performance reports in Excel for management review.
- Identified opportunities for process improvement using Lean and Six Sigma principles.
- Coordinated with vendors and cross-functional teams to align timelines and deliverables.
Food Service Assistant
Sainsburys
York
06.2024 - 11.2024
- Operated in a fast-paced environment maintaining service standards, compliance checks, and operational controls.
- Managed customer escalations, ensuring resolution within performance and risk guidelines.
- Managed stock inventory, ensured availability of necessary ingredients.
Presenter and Volunteer
Sutherland Global Services Pvt Ltd
04.2021 - 08.2023
- Delivered structured programmes and stakeholder sessions for community development initiatives.
- Prepared performance reports and supported operational planning.
- Kept up-to-date with current events and industry trends, maintaining relevance in presentations.
- Used developed interview techniques to get the best out of guests for engaging results.
Associate CS
Sutherland Global Services Pvt Ltd
04.2021 - 08.2023
- Worked within an Agile delivery structure, supporting operational tasks through sprints and daily stand-ups.
- Maintained RAID logs, service dashboards, and reporting packs.
- Ensured compliance with operational and audit standards across multiple HR systems (PeopleSoft, MyTime, Dali, OnBase).
- Managed issues, escalations, and dependencies across EMEA, UK, and NA regions.
- Administered payroll, ensuring punctual and accurate payment.
Associate
Tech Mahindra Ltd
09.2020 - 02.2021
- Supported IT service delivery for Telstra SMB clients, maintaining SLAs, quality controls, and performance reporting.
- Participated in change request management and incident lifecycle processes.
- Assisted customers in configuring hardware and software systems for optimal performance.
- Managed multiple calls simultaneously, ensuring optimal customer service delivery.
Intern
KTC Volkswagen
04.2016 - 06.2016
- Extensive experience and learning in all departments in the automotive maintenance and reconditioning through hands on experience guided by field experts as well as self motivation.
- Maintained a high level of service whilst dealing with client queries and complaints.
Education
Master of Science - Engineering Management
The University of York
York 2023 - 2024
Bachelor of Engineering - Automobile
Sathyabama University
Chennai, India 2015 - 2019
Skills
- Agile Delivery Support
- RAID Log Maintenance
- Delivery Governance & Reporting
- Risk, Issue & Dependency Management
- Customer Journey Improvement
- Stakeholder Management
- Operational Controls (FCA, Conduct Risk, QA)
- Process Optimisation (Lean, Six Sigma, Kaizen)
- Change & Transformation Support
- Data Handling & MI Reporting
- Cross-Functional Collaboration
- Service Delivery Management
- Problem Solving & Root-Cause Analysis
- Microsoft Excel & Office
Certification
- Advance Microsoft Excel Tata Steel Capability Development Mar, 2022
- Paper Presentation International Conference On Advances In Manufacturing, 2022
Accomplishments
Was awarded 90% for planning and creating a comprehensive sustainability report for a mock company, Seaborn Cruises, as part of my Master's course in Engineering Management. The report focused on implementing renewable and sustainable goals for the company, showcasing innovative strategies to enhance environmental responsibility and align with global sustainability standards.
Additional Information
- Article published with AIP Conference Proceedings 2653, 030001 (2022); https://doi.org/10.1063/5.0110968
- ACHIEVEMENTS : Second Place In National Science Talent Competition Participated in National Level Science Talent competition in Bikaner, Rajasthan and won 2nd prize for Innovative idea based model "Spot welder" made from scrap encouraging recycling and reusability. First Place In Zonal And State Science Talent Fest Participated in Zonal and State level Science Talent competition in Vaikom, Kerala and won 1st prize in Innovative idea based model from scrap.
Timeline
Customer Service Representative
HSBC UK
09.2025 - Current
IT Asset Processor
Revive IT Recycling Limited
11.2024 - 05.2025
Food Service Assistant
Sainsburys
06.2024 - 11.2024
Presenter and Volunteer
Sutherland Global Services Pvt Ltd
04.2021 - 08.2023
Associate CS
Sutherland Global Services Pvt Ltd
04.2021 - 08.2023
Associate
Tech Mahindra Ltd
09.2020 - 02.2021
Intern
KTC Volkswagen
04.2016 - 06.2016
Master of Science - Engineering Management
The University of York
2023 - 2024
Bachelor of Engineering - Automobile
Sathyabama University
2015 - 2019