franklin dhamodaran

Deutsche Bank, CITI Bank, World Bank, Tullet Ins., UBS of BFSI Sector

Periodic Agile & JIRA training to Delivery team.
Conducting Project Kick-off meeting involving multiple stakeholders
Established & Conducted weekly project governance for project health monitoring.
Handholding Process Implementation & guidance to project team
Ensuring effort estimation and effort log of project teams
Periodic Process compliance review & Publishing of Non-compliance to Stakeholders & closure of action Items.
Metrics Generation, analysis and dashboard publishing to PM and leadership team.
Monthly Configuration Management Audits.
Carried out Internal Audits for projects as a certified internal auditor.
Conceptualized & Developed Net Promoter Score Tool with following features - Adding Project Details, NPS Triggers, NPS response with email and Search Functionality followed by NPS results analysis, action item identification, tracking action item closure.

• Receiving and acting upon all customer complaints received from the client
• Performing all operations related to the ISO processes within the team
• Performing 10% QC for day’s transaction as volume target
• Maintaining the agreed level of quality (SLA) in client operations
• Client Presentations
• Own and drive CA & PA initiatives across the team.
• Continuously provide information, analysis and trends to the TL's and Account manager for meeting client's expectation.
• Sharing information, analysis regarding new sub clients/processes received, to the account manager and other relevant departments.
• Studying the effectiveness of all the training processes given in the client and share the information with TL and Account Manager.
• To follow Information Security Policy and Compliance requirements including regulatory compliances.
• Cascade the client updates to the entire team.