Leader > Business Development
Tata Consultancy Services
Total years of experience :18 years, 1 Months
• Study market competition across the BPS domain and suggest possible outsourcing deals for major TCS domains like Telecom, GOV, Manufacturing, Corporate Banking, Insurance etc.
• Review contract value / billing portfolios to estimate cost and value addition to existing processes or existing alliance partners from a global delivery perspective
• Review the quarterly business capability deck to view performance across the different horizontals and verticals and include key performance indicators as part of the pre-sales pitch
• Conduct sessions and T3 on Transitions, Capacity Planning, Quality Change Management, Measuring & Monitoring, Change Management and FTE Estimation
• Review / formulate SOP, SOW key pointers and ensure rigor / timely checks for plans to progress as per schedule, have an open door communication with all stakeholders, vendors, support functions, HRO, F&A, IT
• Extend transition support by leveraging structured tools to plan and execute key components of a project : 5D methodology, FMEA assessment, ePMO, feasibility assessment etc provides a robust platform for estimation and forecasting for all major variables associated with the project, also helps maintain first line transparency
• Review RFP’s and compare the areas with TCS BPS that can be acclimatized to support either ongoing divisions, or considering the financial benefit, evaluate if creation of a new vertical or venture is feasible
• Cite case studies as part of ongoing business propositions, include case studies as part of customized offerings and services, highlight the robust and long term durability of a partnership with TCS and its affiliates
• Create detailed presentations based upon key customer requirements to showcase BPS capabilities as well as prospective collaboration with existing horizontals like SCM, HRO, F&A and CIM
• Provide cost effective short term solutions as well as long term platform overhauls considering investments, geography, talent pool, technology, controls etc. to ensure a positive revenue generation across portfolios
• Assist transitions and delivery to manage the entire E2E project, coordination, review tollgates, document signoffs and process benchmarking. Recommend solutions and possible alternatives while FTE estimation and capacity planning during the measurement / design phase
• Create modules for content delivery and ensure maximum throughput yield with incoming batches / new hires, apt VnA grading conducted via floor sweeps and touch base post 30/60/90 days comparing improvement trend
• Conduct behavioral and development training for every population to harness and improve their skills as required in their various profiles, motivate participants via certification and projects
• Liaise with clients and partner management to ensure updates and content is cascaded to the population in simplified modules, equipping them to relate to the product operationally and functionally
• Generate and maintain comprehensive dashboards for publishing across all stakeholders and domains, ensuring transparency and checkpoints for throughput
• Stratify hiring, training, yield, sweep and benchmark performance grading, ensuring aggregate scores are within the acceptable range defined by the organization
• TNA through basis job analysis, appraisal schemes and consulting with human resources departments, accordingly preparing training calendar to achieve maximum process efficiency, identify and resolve complex process related queries on monthly and yearly basis
• Taking weekly workshops on various concepts to make employees aware of new techniques in their respective fields, providing cross functional knowledge so that it helps in better working of organization and departments, within budget lines
• To prepare content of training with different department heads to cover all aspects needed during training, assess individual as well as and the overall training program
• Managing ongoing development process for the staff after their appraisal process in line with devising a training strategy for the organization, thereby designing career development for all positions which helps in succession planning
• Design, develop and ensure adherence to Training Content
• Plan and execute Training calendar for various “Training related programs”.
• Coach Trainers and Voice Coaches on presentation skills and domain knowledge and Feedback Process
• Determine the satisfaction levels of the training team and identify means of positively impacting the same
Key Projects Handled
Project #1: Learning & Development Setup
• Establishment and running of a robust learning need diagnostic process for client trainings operations
• Training Need Identification, Goal sheet standardization, Analysis & Training Calendar
• Analysis of Objectives of Trainings and result expected - Return on Investment
• Coordinating with DEG team to stratify / approve from an audit control perspective
Project #2: Training Projects
• Competency Building, Training Transition, Handover Model : Trainee glide path
• Partnered with different vertical heads to create, develop, implement & manage learning & development initiatives
• Set up the integrated / intensive model for hiring below notch voice profiles and create a extended Learning calendar to accommodate and develop profiles with advance skills and voice capabilities
Project #3: Analytics, MIS and Metrics
• Conceptualizing, designing & implementing of the analytics & metrics to effectively measure & analyze various HR activities
• Attrition Analysis - various cuts, process wise, leader wise, reason wise, tenure wise, age wise, qualification & experience wise
• Exit Interview Feedback Analysis & Action Plan
• Training Metrics - Detailed analysis, process wise training data, nature of training program, effectiveness, return on investment
• Manage team of 55-70 to achieve maximum process efficiency as well as make decisions, identify and resolve complex process related queries on a day-to-day basis
• To ensure optimum use of production & shrinkage hours, including use of surplus / wastage hours where applicable, through cross training and outlier management
• Manage SL real-time with prime focus on occupancy and staffing - not required
• Implement action plans to maintain high quality output and ensure consistent improvement in Customer Value Survey scores
• Regular performance management reviews for individuals monthly. Undertake annual appraisals and personal development reviews in a timely manner. Ensuring customer satisfaction through timely and qualitative output
• Liaise with training (process & soft skills) and quality to identify area’s of improvement as well as coaching techniques required to implement long term training programs for effective solutions
• Understand the product and the end customer, thus prepare a strategy that supports growth and profitability across both the manufacturer and consumer, with min operational loss
IPhone CS UK Operations : The team’s core responsibility is to manage and transition all queries related to billing, network, service, repairs, logistics, handsets, tech support, sales and cancellation across the UK operations
Job Profile : -
• Manage team of 10-15 to achieve maximum process efficiency as well as make decisions, identify and resolve complex process related queries on a day-to-day basis
• To ensure optimum use of production & shrinkage hours, including use of surplus / wastage hours where applicable, through cross training and outlier management
• To recognize and contain DPA Risk, ensure business objectives are met with constant cross selling of our product portfolio, thus increasing our customer base and early life span
• All Customer feedback (compliments, escalations, service recovery and complaints) is considered important and appropriate actions are taken to address any issues
• Regular performance management reviews for individuals monthly. Undertake annual appraisals and personal development reviews in a timely manner. Ensuring customer satisfaction through timely and qualitative output
• Manage SLA’s with the use of RTA and effectively manage resources to curtail abandonment and non adherence to factored utilization, effectively coordinate with other skillsets to garner support and ensure min. deviation in a specific interval / threshold - Not required
BA Continuum India Private Limited : A non bank subsidiary of Bank of America, provides high quality and specialized business and knowledge processing and IT services and related financial services industry
BAC Tax Line Setup
The setup team is at the forefront of all tax operations wherein tax lines and payees are setup for both impounded and non impounded loans
BAC Tax Non Impound
The Non Impound Callout team is responsible for searching properties whether they are Delinquent which could cause the property to go for a Tax Sale
BAC Tax Impound
Tax Impound Delinquent Search is responsible for searching delinquent real estate taxes for BAC Impounded portfolio
BAC Tax Receivables
Receivables is responsible for collection of refunds from Taxing Authorities on behalf of Bank of America’s portfolios towards Real Estate Taxes which are paid erroneously
Job Profile : -
• Manage team of 15-20 to achieve maximum process efficiency as well as make decisions, identify and resolve complex process related queries on a day-to-day basis
• Team capacity planning and work allocation / distribution through regular monitoring. Work in tandem with the Line of Business and ensure a smooth flow of Operations
• Keep Operational losses to a minimum by regularly identifying areas of improvement in the business and provide timely remedial measures - same as above
• Use the rewards and recognition process for teams and individuals to inspire performance, maintain motivation and encourage teamwork
• Ensure effective resource management for both existing processes and new business, to maximize asset utilization so that both productivity and quality targets are met within span of control
• To ensure optimum use of production hours, including use of surplus hours where applicable, through cross training and other planned training
• To recognize and contain Compliance Risk. To ensure that all regulatory, data confidentiality and money laundering issues identified in the course of the business are appropriately reported and managed
• To ensure a fully satisfactory outcome of all Group audits and compliance reviews
• All Customer feedback (compliments and complaints) is considered and appropriate actions are taken to address any issues. Implement action plans to maintain high quality output and ensure consistent improvement in Client Value Survey scores
• Identify and implement process and service improvements in partnership with Business Areas and encourage team participation
• Drive staff development through personalized development plans, which enhance soft skills, managerial and delegation skills
• Regular performance management reviews for individuals monthly. Undertake annual appraisals and personal development reviews in a timely manner. Ensuring customer satisfaction through timely and qualitative output
Providing HR Support to the employees of Countrywide US, both Voice & Data, providing assistance with different functions such as Payroll / Benefits / HR / Recruitment / Travel & Expense / Timecards / Unemployment Claims / Leave of Absence / Employee Relations & Garnishment
Job Profile : -
• Actively involved with migrating 10 work queues to develop nascent HRSC into a fully fledged voice process, supporting every HR portfolio providing assistance with different functions such as Payroll / Benefits / HR / Recruitment / Travel & Expense / Timecards / Unemployment Claims / Leave of Absence / Employee Relations & Garnishment. Updating of employee information on required fronts, assistance with submitting / reviewing/ approving employee reports
• Have coached / mentored and provided floor support to associates, helped manage administrative tasks and delivered on all set targets
• Have been exposed to the Training & Quality Aspects of Operations as well and hence have a thorough knowledge about Operations and the requirements to attain consistency
• Managed the team in the absence of the Team Lead, provided relevant feedback, training and performed all job responsibilities of a Team Lead
• Have contributed various ideas and suggestions in improving product / process productivity, while adhering to quality expectations
• Have implemented projects to limit / resolve possible loopholes / issues within the process. SPOC for PRDP Appraisal cycles across CFC
• Have assisted Training & Quality in identifying possible bottom-end performers and thus implementing a relevant and target oriented action plan
• Coordinating with the LOB to identify areas of improvement and implementation of policies & procedures, based upon organizational objectives and quality parameters
• Actively participated in the ISO Audits to develop Process Workflows and Process Flows catering to the BU requirement. Have also developed process critical documentation like SOW / SOP’s, BCP, BIA, BPM, RSA, CTC, SLA Agreements and other relevant documents
Bachelor of Science : Computer Science Exposure to C, C++, Java, Oracle, SQL, Crystal Reports, VB, MS Access, HTML, Frontpage, Coreldraw and other languages used to create, compile and execute webpages, front-end design software and database management