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SIDDHARTHA SHEKHAR BARNWAL, Manager

SIDDHARTHA SHEKHAR BARNWAL

Manager·Deloitte

India

Master's degree, Operations & Marketing

Work experience

Total years of experience: 16 years, 5 months

Manager

August 2021 - Present

Deloitte

Mumbai, India

August 2021 - Present

Company industry:
IT Services
Job role:
Management

Service Delivery Manager

March 2010 - April 2014

Cognizant Technology asolutions

Kolkata, India

March 2010 - April 2014

Service Delivery & Operations Management
People Management
Planning & Execution
Staffing, scheduling & Rostering
Client management
Managing SLAs & KPIs
BCP & Risk Management
etc.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Service Manager Delivery

March 2010 - March 2014

Cognizant Technology Solutions

India

March 2010 - March 2014

1. Service Manager Delivery - Cognizant Technology Solutions, Kolkata: Mar, 2010 till date

Process: Banking & Financial Services, KT & Transition - Started New center at Kolkata with 40 FTEs & ramped up to 100 FTEs in just 5 mnths.
Prior Process: Communications Domain, U.S. largest Telecom & Internet Service provider (Hyderabad- 250 FTEs) . Started as Team Manager in Mar 2010 with 60 FTEs, ramped up to 250+ FTEs in 3 yrs. Promoted as Service Delivery Manager & was in charge of the Hyderabad center.


Delivery Assignments:
• Knowledge Transfer & Transition of process from US.
• Infrastructure setup at offshore location.
• Ensuring adherence to SOW.
• Training & defining KRAs for the team.
• Ensuring SOP adherence & compliance at the center.
• Training & development.
• Cost reduction & maintaining CP.


• Owning process SLAs - performance of 250+ FTE process stretched across locations-Hyd & Chennai
• Responsible for the overall direction, coordination, and evaluation of the teams.
• Working with the GM - Operations to determine strategy to achieve across site goals
• Effectively apply best practices to all strategic decisions.
• Solve complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity& quality.
• Maximizes resources for the greater good of the organization.
• Transitioning small/special projects in co-ordination with Onshore team.
• POC of the process for all Process Communications, People Development & Engagement and Rewards & Recognition.
• Coordination with support functions on special events like Client visits, etc.


Previous

Company industry:
IT Services
Job role:
Support Services

Sr. Team Leader/AM - Operations - MahindraSatyamBPO

November 2006 - February 2010

Telecom &Internet Service

India

November 2006 - February 2010

2. Sr. Team Leader/AM - Operations - MahindraSatyamBPO, Hyderabad: Nov, 2006 to Feb, 2010.
Process: U.S. largest Telecom &Internet Service provider - DSL (maximum span of control - 35FTE's)

Key Responsibilities:
• Driving the team towards delivering critical client metrics.
• Monitoring & continuous feedback towards improvement.
• Maintaining Workgroup Data Structure& publishing reports.
• Grooming agents for new roles.
• Data scrubbing& analysis of Key metrics - NPS, FCR & AHT.
• Ensuring conformance to SLA's.
• Sending End of Day reports for the process.

Initiatives:
• Co-ordination with HR for new hires for the production floor.
• Rostering & Schedules planning on special occasions.
• Auditing processes & compliance checks & providing improvement suggestions.

Company industry:
Telecommunications
Job role:
Other

Senior Team Leader

November 2006 - February 2010

mahindrasatyam

Hyderabad, India

November 2006 - February 2010

Operations Management
Team Management
People Management
IQSA
eSCM level5
Six Sigma GB

Company industry:
Business Support Services
Job role:
Management

Team Leader

May 2003 - October 2006

Wipro BPO

India

May 2003 - October 2006

3. Team Leader - Operations - Wipro BPO, New Delhi: May, 2003 to Oct, 2006.
Process: U.S Largest ISP - Dial-up (span of control 10-15 FTE's)

Managed a team of 10-15 agents for inbound voice technical process (ISP)

Key Responsibilities:
• Supervision of 10 - 15 member teams.
• Managing Admin related issues.
• Generating team reports.
• Quality Feedback after continuous call barging.
• Ensuring conformance to SLA's, turnaround time and accuracy.
• Control absenteeism & attrition through effective communication.
• Training & facilitating Level 1 Technician.
• Providing Technical Assistance
• Call Auditing.
• Process quality Control and coaching new entrants.
• Maintaining Team Data Structure
• Addressing Escalations.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Team Leader

May 2003 - October 2006

wipro

Delhi, India

May 2003 - October 2006

Team Management
Adhering to & Meeting Targets
Feedback & Coaching
Quality Coaching & Audit
Appraisals

Company industry:
Business Support Services
Job role:
Customer Service and Call Center

Financial Advisor

October 2002 - April 2003

Metlife India Insurance

India

October 2002 - April 2003

4. Financial Advisor - Metlife India Insurance, Kolkata: Oct 2002 to April 2003
Individual & group Insurance advisor.

Key Responsibilities:
• Procuring new business for the organization.
• Providing Financial advise (Long & Short term) to prospective clients.
• Providing post sales services to clients.

Company industry:
Insurance & TPA
Job role:
Finance and Investment

Financial Advisor

October 2002 - April 2003

Metlife India Insurance

Kolkata, India

October 2002 - April 2003

Sales & Marketing of Life Insurance concepts & policies

Company industry:
Financial Services
Job role:
Marketing and PR

Education

Institute of Management & Technology (IMT-Ghaziabad)

June 2010

June 2010

Master's degree, Operations & Marketing

India

Operations & Marketing

University of Calcutta

June 1997

June 1997

Bachelor's degree, Commerce

India

University of Calcutta

January 1997

January 1997

Master's degree, Software technology

• MBA - Operations & Marketing from IMT, Ghaziabad. • Diploma in Software technology from CMC (ATC) Ltd. Rathtala, WB. • Bachelors Degree in Commerce from University of Calcutta, 1997.

Skills

ASCP
Expert
ASCP
Expert
AUDITING
AUDITING
BANKING
Expert
BANKING
Expert
BEST PRACTICES
Expert
BEST PRACTICES
Expert
COST REDUCTION
Expert
COST REDUCTION
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
FINANCIAL SERVICES
Expert
FINANCIAL SERVICES
Expert
OFFSHORE
Expert
OFFSHORE
Expert
OPERATIONS
Expert
OPERATIONS
Expert
TRAINING
TRAINING

Training and Certifications

Certifications
Diploma in Software Technology
CMC Limited
Mar 1998 - Mar 2000