Peter Dsouza

  • Mumbai Maharashtra
Peter Dsouza

Team Manager

Objective

To grow with the organization through constant learning that will enable me to impart my experience and expertise with the key objectives of delivering organizational profitability, quality in execution and building a strong people culture

Total Work Experience: 11 years, 4 months

Human Resources & Talent Development: 1 year, 6 months

Team Leader: 6 years

Team Coach: 1 year, 5 months

Customer Service On-phone associate: 2 years, 5 months

Work History

Work History
Jul 2013 - Jan 2015

Talent Development & Human Resources Business Partner  (Acting role)

JP Morgan Chase India Pvt. Ltd.

Talent Development & Human Resources Business Partner  (Acting role)

  • Talent Development

Core role:

  • Hiring the right talent based on specific skill-sets & attitude for Operations entry level roles; partnering with HR recruitment team on bulk hiring

  • Supporting new recruits through the on-boarding, on-the-job-training and learning curve phases. Responsible for retention of new recruits

  • Creating an engaged workforce through regular feedback interactions, skill and potential development programs; Recognition management, team-building activities

Key Projects:

  • Project Lead: Talent Development program for high potential employees

  • Project Partner:Simulation,gamification of new hire training

  • Lead SPOC: Driving CSR activities

  • Human Resources Business Partner

Core role:

  • Supporting Operations & Technology teams with assistance on employee services, benefit/policy administration & awareness, on-boarding/off-boarding activities, top-talent retention, recognition management, performance management, behavior-based counseling

  • Creating opportunities for employee dialogue, using feedback to improve people impacting processes, services, benefits, etc

Key Projects:

  • Project Lead: Employee Relations Management for Employees & Leadership team

  • Project Lead: New Managers Orientation program

  • SPOC: Leading an EAG team to improve employee related communication at Mumbai site

  • Project Associate: Automation & Controls management of Performance Management & Documentation processes

  • Project Associate: Creation of Early Warning & Buddy program SOP

Apr 2010 - Feb 2015

Team Manager 

JP Morgan Chase India Pvt. Ltd.

Team Manager 

(U.S) Chase Credit card customer services and post-service sales, brief stint in customer website access troubleshooting

Core role:

  • Coaching & Developing on-phone skills of 18 service specialists

  • Attending to customer escalations

  • Skill, Competency & Career development of directs

  • Motivating team, building team morale, driving performance culture, employee retention and managing appraisals

Key Projects:

  • Project Lead: Introducing the new-gen concept of service, First person resolution

  • SPOC: CSAT survey analysis, interpretation of responses & coaching re-modeling

  • SPOC: Service Level analysis, correcting employee roster/scheduling defects, improving employee efficiency, leave utilization & planning

  • Project Lead: Inception of Employee Potential Development & Succession Planning Program

Aug 2007 - Mar 2010

Team Leader

Convergys India Services Pvt. Ltd.

Team Leader

Business Account: Optus (Australia) Mobile Activation Center

Core role:

  • Coaching & Developing on-phone skills of 14 service specialists

  • Attending to customer escalations

  • Skill, Competency & Career development of directs

  • Motivating team, building team morale, driving performance culture, employee retention and managing appraisals

  • Direct Stakeholder management

  • Shadow TL for new TLs, interim handling of multiple teams (H/c – 28)

Key Projects:

  • Project Associate: Leading On Job Training team; managing learning curve and driving early retention

  • Project Associate: CRM tool migration Mumbai & Manila

  • SPOC: MIS management of employee scorecard, incentive and overtime

  • Project Lead: TIMES initiative; tool designed to drive employee retention

Feb 2006 - Jul 2007

Team Coach

3 Global Services

Team Coach

Core Role:

  • Leading Team as an Interim Team Leader with 15 directs

  • Coaching & Developing on-phone skills

  • Training processes/product & providing Subject Matter Expertise (SME) support

Apr 2004 - Jan 2006

Customer Service Executive

3 Global Services

Customer Service Executive

Core Role:

On-phone servicing inbound 3 UK customers with post-paid itemized billing and other value added services queries using PeopleSoft CRM tools.

Aug 2003 - Mar 2004

Technical Support Executive

Stream Tracmail India Pvt. Ltd

Technical Support Executive

Core Role:

Email troubleshooting of technical problems with Gateway Desktops, Laptops, Servers and networks customers based in U.S using KANA e-mail client and Siebel CRM.

Acquired Expertise

  • Proficient Project Management skills

  • Web designing in html, XML

  • Advanced MS Excel skills; experience with MIS

  • Proficient on MS PowerPoint, Adobe presentations; creative execution of concepts

  • Utilizing Computer based, Mobile App based elements for learning & teach-backs

  • Advanced skills in business writing, SOP creation

Skills

Skills

Communication skills

Excellent Communication skills; proficient in English, French, Hindi & Konkani

Leadership

Good Leadership and motivational skills

Interpersonal

Strong interpersonal skills, ability to handle difficult conversations. High on integrity quotient; respect individuality and diversity

Creative thinking

Creative thinking, progressive articulation of thoughts, sound decision making skills

Education

Education
Nov 2014 - Jan 2015

PGDMBA in Human Resources Management

Symbiosis Center of Distance Learning Pune
Jul 1999 - Jul 2003

B.E Computers

P.C.C.E Verna, Goa, affiliated to University of Goa

Hobbies & Interests

  • Listening to music

  • Internet browsing; entertainment & educative videos

  • Smartphone utility apps, games, etc

  • Playing & watching soccer

  • Owning electronic gadgets, GPS, watches

  • Working on spreadsheet data

  • Driving

References

References

Mr. Chetan Kannangar

Operations Manager, Reliance Telecom, Pune (ex 3 Global Services, Mumbai)

Mr. Sampat Alva

Site Director, Convergys India Thane

Mrs. Olivia Amaral

Operations Manager, JP Morgan Chase Pvt. Ltd. Mumbai

Mr. Esmond Lama

Sr. Human Resources Business Partner, JP Morgan Chase Pvt. Ltd. Mumbai

P.S:

P.S: Contacts details of the references can be provided on request