Sutapa_CV
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Sutapa MajumdarMobile No: +91-9831602336 E-mail: [email protected]
PROFESSIONAL SYNOPSIS
Over nine years of work experience in areas of Service Delivery, Migrations, Billing Operations, Training, andQuality Assurance Compliance
Knowledge of and exposure to project management & monitoring methodologies, tools and techniques forstructured process analysis
Knowledge in creating new methodologies, tools and frameworks for business and process analysis
A go-getter with proven leadership abilities, effective communication and client management skills
Strong desire to learn and add new skill sets
CORE COMPETENCIES and CURRENT JOB RESPONSIBILITIES
Leadership & People Development:
Developing relationships with key decision-makers in target organizations for business development Ensuring continuous improvements in service levels by benchmarking the best practices
Providing necessary training on various tools, policies and procedures to the Team Members to ensure quality
service delivery to the client
Utilize training and development opportunities and resources to reward and develop individuals
Coordinating sound integration with support functions viz. Quality, Training, Technology & HR
Implementing quality control and ensuring that the quality and services parameters are met at all levels
Identify potential areas for process improvements so as provide an enhanced IT solution
Maintaining a high level of motivation to keep the robust spirit of the team intact
Controlling the attrition rate to promote vintage in the team
Chalking out the growth path for everyone on a short term as well as long term basis to build retention
Planning the staffing structure in the future course on the projections given
Operations
Ensure effective workflow management in order to meet agreed PLAs and Quality levels
Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity
Planning and Accuracy Base-Lining
Providing Cross Training to Process Associates to handle High Volume Situations & reduce Idle Time
Managing daily operational floor issues viz. scheduling, placing on roster, performance, report generation and
feedbacks
Conducting continuous audits on MIS to ensure compliance and sound functioning of the process
Achieve a satisfactory grading in all Group Audits/Compliance
Business Analysis and Project Management
Understanding the functional Requirement from Business Perspective and translating in Business Requirements
Scheduling & Planning Project requirements
Defining and Managing Transition Cost Model
Designing, procuring & deploying technology
Finalizing PLAs & contract Parameters
Stabilization processes till such time its BAU
Reports & System Support
Preparation of required MIS reports to provide feedback to top management on collection functions &
achievements in the region on a daily. Monthly and yearly basis
Preparation of relevant MISs to enable subordinates to report and understand daily activity in a friendly and
comfortable interface
Skilled in writing consulting- proposal & presentation
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Quality/ Training
Ensuring the teams adhere to all the quality tool and procedures
Actively participating in execution of quality improvements projects for continual improvements
CAREER HIGHLIGHTS
Since May08 Manager Operations HSBC Securities Services
Current Job Profile:Currently based out of Kolkata. Responsible for managing operations and co-ordination of HSSTA platform (FCIS) upgrades along with understanding of functional requirement from Business Perspective.
Detail Assignment
By delivering within the terms defined in the PLA with the Business Partner in terms of Static Data for Fund
Rule set up and issue Analysis
Analyzing existing workflows and identify potential areas for process improvements so as to provide an enhancedbusiness solution
Liaise with Business Partner for implementation of new business by co coordinating platform upgrades and
associated testing of changes
Develop proactive interface between HSS CoE and Business Partners
By managing assigned Operations Team and facilitating continuous evolution of staff training and careerprogression program
Spearheading day to day management developing various metrics for performance measurement to successfully
lead the team to deliver and meet the client requirements
By being able to Identify, Recommend and Implement changes that will improve the service delivery to business
locations
Highlights
Established performance measurement standards to measure the process health and install various measurement
tools and procedures. Balance Score Card introduced in the team
Steered Transfer Agency recruitment process
Initiated the maximum desk utilization % for Transfer Agency business
Played a stellar role in successful implementation of MI across Transfer Agency process
March06- April08 Project Manager GSC Kolkata
Portfolios Handled:HSBC Cards portfolioCard Customer Care- Total FTE- 1100
Card Collection - Total FTE- 117Card Back office Voice & Data - Total FTE- 92
Fraud Prevention - Total FTE- 30HSBC Security Services Total FTE- 28
Insurance (US HIS) - Total FTE- 25
Total FTE migrated: 1392
Detail Assignment
Responsible to Plan & implement the migration projects successfully, supporting the objective to maximize
capacity utilization
Responsible to judiciously utilize the available project resources, and ensure planning for any contingencies, which
may affect the project deliverables
Responsible to achieve mandatory cost savings through internal projects &/or engineering / improvement
opportunities Devising the migration and developing various documents from IT and Ops perspective to ensure seamless
operations
Handled successful migration of various Banking stream work flows primarily Consumer Finance business like
Credit Card and Insurance
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Highlights
Handled migrations of 5 Cards Business (Customer Care and Collection) as well as Security Services related
to Fraud Prevention Transaction Processing as well as few US Insurance portfolios
Instrumental in transitioning and stabilizing HSBC Card business in GSC Kolkata
Automating the various MIS reports and hence reducing the man hours required to process it
Involved in the hiring and trainings of the new hires
May04- Dec05 Asst Manager Operations GSC (Vizag)
Portfolios Handled:
CL Quality & Compliance Team Size: 90CL Collection (Operations) Team Size: 20
RS Collection (Operations) Team Size: 12
Maintain technical competency and process knowledge
Achieve a satisfactory grading in all Group Audits/Compliance
Setting up Operation /QAC function
Succession plans for the team MI submission and in line with business needs
Ensure effective workflow management in order to meet agreed SLAs and Quality levels
Utilize training and development opportunities and resources to reward and develop individuals, according to HSBCpolicies
Highlights
Instrumental in Setting up Operation /QAC function in Consumer Lending. This included As-Is process mapping,business assessment, and information requirement analysis for implementation
Did effective capacity planning within my teams to optimize utilization of resources
Did an effective resource management and planning in advance, which led to an increase in the production
numbers. This helped in measuring quality along with productivity. The entire departments Quality score has seena substantial increase in few months
Streamlined the reporting process for the department
Facilitated the QAC training sessions for the new entrants, which gave an opportunity to write the QAC manual for
Vizag
Was selected amongst the AMOS to help the Compliance check for the department. The process was classified as
Low Risk with the scope of the check being the Quality of Supervision for CL Collections
Sept99 -May04 Bharti Cellular Ltd. (Airtel), Kolkata, India
Significant Accountabilities & Accomplishments
Responsible forPan India Billing System migration which is a total integrated billing platform for Airtel circles acrossIndia.
As Senior Executive
Provide leadership to Billing department ensuring timely, accurate generation & dispatch of billing statements and
reports for the entire Eastern India
Functioned as a Corporate Relationship Advisory for big corporate houses to reconcile their accounts
Provide specialized support to the Call Centre
Generate and authorize payments to Merchant Establishments
Mentored and trained new recruits
Prepare standard operating procedure, training plan, pilot plan, service level agreement, and all necessary
specifications, plans, and documents to support the migration
Prepare and deliver process training to the process delivery team
Jan98 Aug 99 Standard Chartered Bank, Kolkata, India
Significant Accountabilities & Accomplishments
Train 100% new entrants on sales & service products, processes and policies and team development
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Support new branches offering base, drive service initiatives, and manage budget, plan, set targets and goals.
Responsible for Customer Satisfaction scores of over 96% for each portfolio held
Established a sales support team for sales back-end activities to free sales RMs off for better sales focus.
Leverage Relationship Management concepts to Cross-sell products & services to achieve revenue targets
Customer Relation Management with premium customers
SKILLS AND TRAINING
Migration Toolkit
Team Leading Essentials
DMAIC - Six-Sigma Methodology: HSBC
Change Management HSS
Accredited in recruitment - Vizag
Certified Call Coach - HSBC
Business Diversification & Restructuring- Tata Management Training Centre
ACADEMIC CREDENTIALS
Bachelor of Commerce, University of Kolkata.PGDBM from IMT (Gaziabad)
COMPUTER SKILLS
MS Project 2003, Visio, MS Office 2003 ( Advanced level)