Andre Caesar

Team Manager - Operations at CAPITA

Operations Management

  • Process Improvement and Automation Projects
  • Resource and FTE requirement mapping
  • Employee development and next level coaching and mentoring
  • Implementing short/long-term plans for achieving process objectives.
  • Interacting with clients through Gage RNR process to review and resolve Calibration issues as well as implementing new procedure changes.
  • Understanding and driving process SLA and action plans for deliverables.
  • Understanding of SOP’s and process mapping for smooth functioning.
  • Managing the Intranet and reducing the TAT to within 24 hours.
  • Responsible for tracking TL Processing statistics and the correlation it has on floor level impact.

Work experience

Work experience
May 2015 - Present

Team Manager – Operations - Capita Group Finance

  • Managing the Accounts Receivables Process.
  • Current team span of 25 associates and 1 Process Leaders.
  • Managing 3 sub process. Accounts Receivable, Cash Allocation and Post Room requests for all Capita Group companies.
  • Internal and External Stakeholder Management.
  • Process Improvement and Automation Projects.

SAP Knowledge

Aug 2011 - Apr 2015

Team Manager – Operations - Registrar and Share Holder Solutions Back Office Process

  • Current team span of 17 associates and 2 Process Leaders.
  • Investment Operations Certificate (IOC) certified by CISI.
  • Level 1 certification by Trinity Horne on Active Manager Program.
  • Ongoing Yellow Belt Six Sigma project on Process Efficiency.
  • Responsible for Operations and Quality SLA’s and TAT’s.
  • Internal and External Stakeholder Management.
Aug 2009 - Sep 2010

Quality Manager - Credit Bureau Process

  • Managing and setup the Quality department for a credit bureau process. (Quality Department strength of 21 Quality coaches; 3 Quality Leaders and Process strength = 400 associates)
  • Created the Quality SOP’s.
  • Managed the Weekly, Monthly and Quarterly Client Quality Reviews.
  • Handling process excellence & COPC certification.
  • Bifurcation of Fatal and Non-Fatal parameters, End User Critical Errors and Business Critical Error Analysis.
  • CBI based interviews for Quality Coaches along with role-plays.
  • Conducting the Internal, External Calibration and Gauge R session for all TL’s and QA’s.
  • Quality Trend analysis and Refresher Training on top error parameters along with weekly Quiz for the entire data floor.
  • Ensuring daily SLA’s, TAT’s are met.
  • Trained on NICE system and assisted in creating the Quality Scorecard.
Jan 2006 - Aug 2009

Team Leader - Operations - Credit Bureau and Credit Card Process

  • Leading a Team of a span of 16 – 20 data agents.
  • Ensuring daily SLA’s, TAT’s are met while maintain a high level of Accuracy.
  • Maintaining daily, weekly and MTD team reports.
  • Conducted Competency Based Interviews for the department.
  • Integral part of the COPC team for my department and has been in charge of CUIKA.
  • Selected for LEAD, which is 3-month internal training program for future Managers.
  • Strong mentoring skills. Have coached two team members who are now promoted to Team Leaders.
  • Ensured that my team has been in the top 10 percentile of the floor, through continuous statistical analysis and effective team goal setting.
  • In charge of the process Intranet and have reduced the TAT for any update to within 24 hours.
  • Provide Feedback and Coaching to the team on a regular basis and maintaining focus on key individual areas of development.
  • Have handled a Data Team till 30-Jun-08 for a Credit Bureau Process. Currently handling a Voice Team for a Credit Card Process.
Dec 2003 - Dec 2005

Quality Team Coach - Credit Bureau Process

  • Ensured a consistent level of process quality within my department.
  • Trained new staff on department processes.
  • Responsible for quality checks for the teams assigned to me as well for revised quality checks for data and voice refer backs/Plus 1’s.
  • Created an Excel report tracking the team’s performance and individual agents’ quality scores, AHT, monthly performance and a fortnightly agent-wise trend.
  • Provided feedback to associates on areas of improvement. Provided quality trends to the teams. 
  • Ensured smooth functioning of our quality team in the absence of my Team Leader.
  • Managed the shift for Data and Voice Quality Assurance; including assisting with resource allocation, shift coordinating and scheduling, transport arrangements for the QA’s and QA resource management.
  • Handled and coordinated the calibration process with our clients on a weekly basis and trained the new QA’s on the same.
  • Created a calibration calendar for the entire QA team.
Mar 2001 - Aug 2003

Customer Service Associate - Airlines Process

  • Provided superior customer service to British Airways’ clients.
  • Responded to customer complaints via mail and e-mail. Familiar with customized software client service software.
Dec 2000 - Mar 2001

Tele Marketing Representative


First line customer contact to receive and process television product orders received over phone.


May 1999

University of Mumbai

St. Andrews College

Bachelor of Arts - Majored in Sociology