Minaxi Tailor
Luton,United Kingdom
Summary
Versatile Senior Manager specialising in delivering organisational change, developing propositions and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating open culture with free exchange of information. Pursuing new professional challenges with growth-orientated company.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
Work history
Senior Manager, Customer Propositions Manager, Retail Banking
HSBC UK
Birmingham, UK
02.2019 - 11.2025
- Spearheaded development of customer propositions for high-net-worth and affluent clients, increasing current account markets share by 2%.
- Drove digital transformation initiatives, reducing complaints from11 in 1000 to 9 in a 1000 and enhancing CSAT metrics.
- Defined customer segmentation and service models for consistent, insight-driven servicing model increasing revenue per customer from £1100 to £1250.
- Managed external partner contracts and budgets to optimise cost-to-serve strategies.
- Collaborated with cross-functional teams to ensure compliant delivery of customer experiences.
- Established KPIs and tracking frameworks to monitor engagement and satisfaction levels.
- Led integration of Private Banking into Wealth & Personal Banking for HSBC UK.
- Established robust customer relationships for long-term business growth.
Senior Manager, Jade Propositions Manager, Customer Value Management
HSBC Bank Plc
Birmingham, UK
07.2018 - 01.2019
- Oversaw customer relations for 30,000 high-net-worth clients, managing escalations and retention strategies.
- Optimised journeys and service pathways to enhance first-contact resolution rates reducing YOY complaint's' by 35%.
- Transitioned concierge services to a global partner, ensuring seamless delivery, enhanced proposition and colleague training.
- Drove revenue growth while controlling costs per client through effective engagement campaigns.
- Developed new marketing campaigns to boost brand awareness and product penetration.
Interim Head of International Manager, Customer Value Management
HSBC Bank PLC
London, UK
07.2014 - 07.2018
- Developed and implemented cross-border customer relations policy, ensuring compliance across 68 markets.
- Achieved 25% revenue growth through launch of new service model for international clients.
- Restructured onboarding journeys, resulting in 85% error reduction and 50% fewer complaints.
- Crafted data-driven narratives for senior stakeholders, influencing service and proposition design.
Education
MSc - Management & Leadership
Cranfield University
Cranfield 03.2023 - 07.2025
BA (Hons) - Business Studies
South Bank University
London, UK 09.1994 - 06.1998
Chartered Institute of Personnel Development - Human Resources
CIPD
London 05.2000 - 07.2003
BSc - Financial Services
UMIST
Manchester 09.1999 - 06.2001
NLP Diploma - Mindfulness
Online Learning
London 05.2020 - 09.2020
TQUK Level 2 Certificate - Awareness of Mental Health Problems
ESFA
London 02.2021 - 11.2021
Skills
- Global Customer Relations & Service Recovery: Leading customer relations strategy, escalations, and trust building initiatives
- Customer Experience & Journey Optimisation: Using insights and automation to improve complaint handling and outcomes
- Team Leadership & Culture Change: Inspiring and coaching teams across geographies to deliver customer first results
- Data-Driven Decision Making: Translating complex data into clear narratives for stakeholders and continuous improvement
- Operational Excellence: Driving SLA, CSAT, and NPS outcomes whilst managing large scale budgets
- Stakeholder Influence: Building engagement across senior leadership and cross functional teams
- Transformation & Change Leadership: Embedding new models of service delivery and performance management
Early Career Summary
- Project Manager, Network Development & Channel Optimisation (7 years)
- Megastore Project Manager, Multi-Channel Retail Design (1 year)
- HR Project & Resource Manager, HR Business Partners (1 year)
- Graduate Recruitment & Development Manager (2 years)
- Graduate Administration Manager (2 years)
- International Graduate Recruitment Assistant (2 years)
- Management Trainee (2 years)
Expertise
Established Authentic People Leader | Established Customer Centric Leader | Established Senior Stakeholder Management | Established Strategic and Innovative leader | Established Proposition Management and Delivery | Exceptional Communication and Networking | Exceptional Design Thinking | Exceptional Change Transformation
Accomplishments
- Awarded Women in Management by House of Lords in 2025
- Part of the Judging panel for esteemed Asian Achievers Awards in 2025
- Completed advanced Agile project management training in 2024
- PINCE2 Practitioner
- Qualified Mental Health First Aider
References
References available upon request.
Timeline
MSc - Management & Leadership
Cranfield University
03.2023 - 07.2025
TQUK Level 2 Certificate - Awareness of Mental Health Problems
ESFA
02.2021 - 11.2021
NLP Diploma - Mindfulness
Online Learning
05.2020 - 09.2020
Senior Manager, Customer Propositions Manager, Retail Banking
HSBC UK
02.2019 - 11.2025
Senior Manager, Jade Propositions Manager, Customer Value Management
HSBC Bank Plc
07.2018 - 01.2019
Interim Head of International Manager, Customer Value Management
HSBC Bank PLC
07.2014 - 07.2018
Chartered Institute of Personnel Development - Human Resources
CIPD
05.2000 - 07.2003
BSc - Financial Services
UMIST
09.1999 - 06.2001
BA (Hons) - Business Studies
South Bank University
09.1994 - 06.1998