Download PDF

Summary

I am a Six-Sigma Lean certified professional. I am trained in Six-Sigma YB, GB and BB. I have completed ITIL® Foundation certification with expertise in Mini-Tab. I am pursuing PMP® to gain professional excellence in Project Management. I am learning 'R Analytics' to add Analysis expertise in my professional exposure. I have experience in VBA Macro development and Proficiency in Excel Analytics that adds value to my Analytical skills.

I have an approximate 10 years of experience in Operations and Project Management practices. I am experienced in working with Telecom, Retail, Banking and Finance domains.

Work History

2014-062016-11

Process Lead (Lead Analyst)

Principal Global Services

Monitored team’s Weekly/Monthly performance and keep track of Efficiency/Quality. Assisted Team on Retirement & Investment Solutions, Accounts Payable, Investment Direction and Loan origination. Establish/Change Quality Assurance parameters by raising Problem/Incident Management tasks and used to raise online forms for seeking approvals. Analyze Incidents/Problems to identify Risk Factors and Anticipate points of resistance for developing correction plans. Manage Set of actionable and targeted SLA and Individual KRA plans e.g. Communication Plan, Coaching Plans, Training Plans and Resistance Roadmap. Lead Off-shore queue huddles and distribute weekly target updates and Resistance activities to team. Participated in Performance measurement plans to track adoption, utilization and proficiency of Individual changes. Prepared Team’s performance dashboard. Organized meetings with Home office Management for keeping them informed about Training, Performance, Changes and Employee movement etc related topics. Identified the Procedure changes and coordinate with “Trainers” for SOP changes.

2007-082014-06

Subject Matter Expert

Infosys BPO Ltd

I have Worked on Accounts Payable, Accounts receivable, General Ledger, Promotion Management, Fund Management and Payment Management profiles. I have Handled a Team of 18 members. Team worked in Fund, Promotions and Payment Operations from Chennai, Pune and Mexico City locations. I was Responsible for handling Project related Change Management communication with Clients. I have Actively worked on Incident/Problem/Change Management cases. Based on Incident/Problem severity, used to prepare Change Management Cases. I was preparing Service/Incident/Problem/Change Management presentations and deliver it across responsible teams for discussion. Prepared SOPs of operations’ activities, Account Payable, Account Receivable and Invoice related scheduled operations. Worked on Projects’ and perform “As is – To be” studies, discuss the “Due Diligences” with Change Management Board for approvals. Provided training to new resources in the Business as Usual Operations Procedures. Wrote Monthly Operations Newsletter and publish it to whole Operations team including Clients and Higher Management. Prepare Excel Macros to reduce the timelines of regular reports and use Macros to prepare Six-Sigma Lean Projects.

Initially from August 2007 to December 2010, I have worked with a Telecom Domain project (Verizon) in Incident/Problem Management profile. Mentor new resources in the Daily Transactions for the tenure of 6 Months or until they were in “BRIDGE” team. Responsible to track the PR through “Remedy Ticket Management” system.
Used to do QA Audits (Y-Jack) with the Trainee associates. Participated in COPC Compliance related activities. Handle Escalations, Incidents and Participate in Short Projects related to Change Management.

2005-022006-08

Financial Service Consultant

ICICI Bank Retail Liability Group

Worked as Financial Service Consultant as part of Retail Liability Group. I was responsible to provide services to Branch's walk-in customer with their queries related to Accounts, Loans, Investment and other bank products. I was additionally responsible to generate sales for respective Retail Products.

Education

20092010

Post Graduate Certificate Program in Retail Management

Indian Institute of Management, Kolkata

Retail, Banking, Marketing Strategy, Operations Management

20012004

Bachelor of Science

Mahant Digvijay Das College, Rajnandgaon

Mathematics, Physics, Industrial Chemistry

custom dated section