SIDDHARTHA SHEKHAR BARNWAL

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

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

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.

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

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.

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

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.

Sales & Marketing of Life Insurance concepts & policies