Banking Operations Support SME
Outworks Solutions Pvt Ltd (Reliance Jio Payment Bank
Total years of experience :30 years, 8 Months
Key responsibilities include:
--o Customer Onboarding & Identity Management using Euphoria cKYC integrated with CERSAI (a Govt. of India body).
--o Manage Regulatory & internal reporting using Fintellix Automated Data Flow (ADF). Gather and generate various internal as well as external reports.
--o Customer communication/engagement using In10s Uniserv Notification Engine.
--o Manage 3i infotech AMLOCK™ Anti-Money Laundering (AML) for De-duplication and monitoring suspicious activities at customer levels to ensure adherence to ML protocols.
--o Compliance and Operation of other upstream & downstream systems for error free operations of Retail & SOHO banking customers.
Core Contributions:
--o System Automation & Monitoring: Developed a full-fledged multiuser monitoring system with PRTG to display critical statistics for Business/IT operations and system health, enhancing operational oversight, automated legacy processes.
--o Dunning Operations: Managed dunning processes for DTH, Wireless, and Enterprise Customers, ensuring timely and efective account resolution.
--o Program Management: Managed post-paid billing program for Enterprise Wireline business and Global Business on Singl.eView Convergent Billing System versions 6, 7, and 8.
--o Wholesale Billing Support: Provided interconnect operation support for wholesale billing of domestic and international ICT customers using CSG Interconnect v8.1.
--o Transition Management: Managed deployment of new releases, processes, and configurations, ensuring smooth transitions and minimal disruption.
--o MACD Operations: Handled Move, Add, Change, Delete (MACD) configurations and reconciliations, maintaining system integrity and accuracy.
--o Team Leadership: Supervised a team of 10 members, fostering a collaborative and productive work environment.
--o Quality Assurance: Handled UAT, and SAT for Enterprise Billing, as well as UAT for all Dunning systems, ensuring high standards of quality and performance.
--o Training & Development: Delivered training on UNIX basics and script writing through RCOM learning center, upskilling team capabilities.
Responsibilities and Achievements:
--o Leadership: Directed a Service Assurance team responsible for 30% of RICs subscriber base, managing a team of 32 Service Assurance Managers (SAM) and 20 Service Assurance team members.
--o Quality of Service & Operational Excellence: Successfully achieved customer QoS/SLA targets, ensuring prompt resolution of faults and high service uptime. Introduced best practices and benchmarks to RIC, elevating service standards.
--o Team Development: Executed skill orientation, process adherence, and performance management for the Service Assurance team.
--o Customer Engagement & C-SAT: Implemented a customer profiling system on a web portal, enabling customers to view and manage their data links over the internet. Implemented Techdesk for premium customers to ensure timely, uniform, and process-oriented notification for each fault ticket and resolution to customers, improving C-SAT.
--o Compliance: Served as an auditee for ISO & TRAI, maintaining high compliance standards.
--o Escalation & Cross-Functional Collaboration: Managed pan-India regional service assurance managers escalations, coordinating support from other workgroups and represented the Service Assurance team in all cross-functional task closures and discussions.
--o Process Optimisation: Enhanced Service Assurance performance through process optimization and system automation.
--o Chronic Issue Resolution: Led re-engineering eforts for identified chronic faulty circuits, improving overall service reliability. Acted as a Single-Point-Of-Contact (SPOC) for product and process transitions & re-engineering, conducting UAT and SAT.
Projects Implemented:
--o Upgraded the ACD at HSBC bank for their pan-india call centre located in Mumbai from single shelf with no backup to 4-shell system with redundant dual backup system.
--o Support & implementation of Aspect ACD Call center & other Aspect products in the whole western region (NPI is the Gold channel partner of Aspect Software)
--o Pre-Sales/ Support & implementation of other contact center products manufactured by third party & by NPI.
--o Handling of Cisco mid range routers, utilising WAN connectivity through dialup, ISDN, LL, VSAT etc
--o Installation of CiscoCatalyst 1900, 2900 switches
--o Installingandmaintaining MasterCard transaction network in IN, consisting of NCRandIBM Netfinity MIP’sanda VPN based on Cisco routers, Catalyst 1900 switches etc
--o Installingandmaintaining Aspect Automatic Call Distributor(ACD)
--o Heading a team of Engineers for providing support to customers of Equant located in four major cities(BOM, DEL, MAAandBANG)
--o Providing technical level2andlevel3 support to our engineers located in various branch offices, while they are on service calls(24x7 basis)and ensuring a smooth fault recovery within the committed 4 hour SLA of the contract
--o Reporting to the MD in Singapore for all the technical matters
--o Imparting new technology and product technical knowledge to other subordinates through trainings
--o In-house administration of Network, Firewall, Proxy server, Mail server, File Serversandall PC hardware utilising our team of Engineers for day-to-day work
Projects H
$ I MasterCard VPN network hub at Comsat Max, Navi BOM utilising 3640and3660 routers, using redundant connectivityandhardware for maximum uptime as this site is hub for all over IN connectivity
$ I MasterCard VPN connectivity utilising 2611 routers, catalyst 19xx, 29xx switches in BOM at IDBI Bank, Citibank(2 sites), Venture Infotek Global, ICICI Bank, Centurion Bank, Bank of IN(2 sites), Bank of Baroda, Central Bank, HDFC Bank, HSBC Bank, UTI Bank, Punjab National Bank(DEL)and FSS Software(MAA)
$ I MasterCard MIP servers at Venture Infotek Global, Comsat Max, Bank of IN, and FSS Software.
$ I Catalyst 6509 switches at CSFB BOM
$ Upgraded redundant Aspect ACD call center at HSBC Worli
$ Designed and implemented the office network for our new division called Print Mail(IN)Pvt Ltd, which has become leader in IN for High Speed Variable Data printing at 500 pages per minute, utilising proprietary printers from Kodak Versamark(a division of Kodak)
--o Installed, maintained & serviced PC’s based on 486 & Pentiums running DOS® 5.x, 6.x / Windows® 3.x, 95 / OS2® Warp 3.0.
--o Installed & maintained peripherals like scanners, printers of all types, CD-ROM’s & Multimedia kits, Modems, TV tuner / capture cards.
--o Installed & maintained small networks based on Novell® NetWare® 3.x & 4.x running file & print services for remote booting & self booting nodes.
Education
--o Installed & maintained peer-to-peer networks based on Windows® 3.X & Windows 95® for shared file & printer access.