Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Timeline
Generic

ADRIAN THURAISINGHAM

Delta,BC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

17
17
years of professional experience

Work History

WEALTH COACHING MANAGER

HSBC
01.2019 - 03.2023
  • Conducted retail branch onboarding training sessions for all newly joined staff to the Retail Branch Network
  • Conducted Developing Customer Relationships (DCR) customer service training programs for all branch customer service representatives.
  • Conducted on the job training/ mentoring and coaching sessions for underperforming staff in the retail branch network.
  • Supported the retail branch customer experience lead in enhancing iNPS scores through feedback from training perspective.
  • Conducted annual Training Needs Analysis (TNA) in consultation with the Head of Customer Channels.
  • Monitored completion rates of all Global Mandatory Trainings and E-Learnings of the Retail Branch Network.
  • Achievement: Instrumental in collaborating with the Head of Customer Channels to support the launch of the Premier RM Minimum Standards and Training Plan.

ASSISTANT MANAGER - PREMIER RELATIONSHIP

HSBC
09.2016 - 12.2018
  • Managed a client portfolio consisting of 300 Premier Customers maintaining a minimum client net-worth of LKR 7.5 Mn with the objective of increasing operating income through providing unique customized solutions and new customer acquisitions whilst ensuring excellent customer service and adhering to group audit and regulatory requirements.
  • Achievement: Gold Award – CEO Gold Club - Best Premier Centre Relationship Manager – Overall 2017

INTERNATIONAL PREMIER RELATIONSHIP OFFICER

HSBC
02.2014 - 08.2016
  • Managed a client portfolio consisting of 400 International Premier Customers who maintain offshore accounts with the objective of increasing operating income through providing unique solutions and customer acquisitions whilst adhering to group audit and regulatory requirements.
  • Achievements: Gold Award - Best International Premier Relationship Officer – Overall 2016 // Gold Award - Best International Premier Relationship Officer – 2015 First Quarter

PREMIER RELATIONSHIP OFFICER

HSBC
06.2011 - 01.2014
  • Managed a client portfolio consisting of 150 Premier Customers who maintained Premier accounts at the branch with the objective of increasing operating income through providing unique solutions and customer acquisitions whilst adhering to group audit and regulatory requirements.
  • Supported the branch cash operations and customer service operations, overseeing of all branch customer service representative teams whilst ensuring all processes are in line with all group audit and regulatory requirements.

SERVICE RELATIONSHIP OFFICER

HSBC
05.2010 - 05.2011
  • Assisted the Premier RMs in providing a world class service and growing sustainable relationships with our Premier Customers base, as well as providing referrals to the Premier RMs in supporting the acquisition of new Premier customers.
  • Achievement: Gold Award - Best Service Relationship Officer – 2012 First Quarter

INTERNATIONAL BANKING OFFICER

HSBC
02.2007 - 04.2010
  • Managed the Global Links system and handling all International client queries on overseas account opening in line with the ‘Premier in one – Premier in all’ proposition
  • Provided all local Relationship Management teams updated on changes in International Premier.
  • Achievement: Achieved 100% SLA for all Inbound Referral - new to bank account opening for 2007.

ASSOCIATE

Ma Foi Management Consultants
05.2006 - 01.2007
  • Managed the initial Interview screening recruitment process for selected multinational companies (i.e.: HDPL, Ceylinco Life, Unilever) in Sri Lanka with a placement success rate of above 80% for HDPL, and was also a certified trainer at the Ma Foi Academy which provided the International Customer Care Skills Passport certification (ICCSP) for customer service agents.

Education

Master of Business Administration - Business Administration

University Canada West
Vancouver, BC
07.2025

Bachelor of Arts - Business Administration

Staffordshire University
UK
2006

Edexcel London AL - Business

Gateway College
Rajagiriya, Sri Lanka
2005

GCE OL -

St Peter's College
Colombo 4, Sri Lanka
1999

Skills

  • Service-Orientation
  • Strong Analytical and Problem-Solving Skills
  • Critical Thinking
  • Managing Multiple Tasks
  • Retail Sales Customer Service
  • Senior Leadership Support

Accomplishments

Successfully completed below training programs:

  • HSBC - Future Skills: Growth Mindset (Virtual Instructor Led Session) - Feb 2023
  • HSBC - Future Skills: Presentation Skills (Virtual Instructor Led Session) - Nov 2022
  • HSBC - Future Skills: Business Writing (Virtual Instructor Led Session) - Sep 2022
  • HSBC - Data Story Telling for Business (Virtual Instructor Led Session) - Mar 2022

Awards

Gold Award – CEO Gold Club - Best Premier Centre Relationship Manager – Overall 2017
Gold Award - Best International Premier Relationship Officer – Overall 2016
Gold Award - Best International Premier Relationship Officer – 2015 First Quarter
Gold Award - Best Service Relationship Officer – 2012 First Quarter

Timeline

WEALTH COACHING MANAGER

HSBC
01.2019 - 03.2023

ASSISTANT MANAGER - PREMIER RELATIONSHIP

HSBC
09.2016 - 12.2018

INTERNATIONAL PREMIER RELATIONSHIP OFFICER

HSBC
02.2014 - 08.2016

PREMIER RELATIONSHIP OFFICER

HSBC
06.2011 - 01.2014

SERVICE RELATIONSHIP OFFICER

HSBC
05.2010 - 05.2011

INTERNATIONAL BANKING OFFICER

HSBC
02.2007 - 04.2010

ASSOCIATE

Ma Foi Management Consultants
05.2006 - 01.2007

Master of Business Administration - Business Administration

University Canada West

Bachelor of Arts - Business Administration

Staffordshire University

Edexcel London AL - Business

Gateway College

GCE OL -

St Peter's College

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ADRIAN THURAISINGHAM