Souvik MukherjeeBuilding - C-1, Flat 402, Dreams Estate, Handewadi Road Hadapsar, Pune

E-mail- souvik.muk78@gmail.comContact No. +91-9225576907, +91-7276046907

PROCESS MANAGEMENT PROFILEProcess Transitions for BFSI (Banking Financial Service-Capital Market & Insurance)- 5 Successful Process Setups for Organizations-State Street Syntel Pvt Ltd. and WNS (Pune). Recognized as Retention Champ-Value of Business Saved for WNS-Aviva Vertical was 2.5 million pounds. Certified as Process Trainer in WNS- Insurance and Banking Capital Market. Team Leadership Operations Excellence Quality Assurance, Conduct Audits, Prioritizing Clients to build Long term Business Relationships. Valid US VISA(B1-B2) till 2021.Competencies:Organized and disciplined, possess well-developed interpersonal skills and ability to motivate and direct others in a supportive, cooperative team environment. Been a Role model in Behavioral management, conflict resolution within the team to achieve the individual and company Goals. High priority given to Operational Excellence, Client Interaction- built Client Relationship for the Organization to achieve Long term Business Goals. 7 years of experience in Leading Teams (Training & Development / Operations) with Exposure to Five Process Transitions from USA (Des Moines, Boston, Kansas City) in Insurance, Banking, Finance & Capital Markets, Process Mapping (Visio & Epiplex), Project management to streamline process

PROFESSIONAL EXPERIENCE

WORK EXPERIENCE 13 + YEARS

22nd May 2012 till now-(State Street Syntel Services Pvt Ltd.)-Pune.OperationalE3=Executive.Process Transitions from USA-Boston

• 1st Assignment with State Street Corporation: Internal Reconciliation: The assignment gave opportunity for Process Migration-State Street Investment Services- Internal Reconciliation for Putnam Investments from USA-Boston.Applications MCH, UCM, Bloomberg used to match the accounting & custody books.

• 2nd Assignment with State Street Corporation: Transaction Processing (TP)-Wealth Management ServicesThe assignment gave opportunity for Process Migration State Street Investment Services-WMS (Wealth Management Services) Fees-Transaction Processing (TP).WMS Fees- Migration applications used- Element Tool, Global Plus, Right Fax, Reporting.

• 3rd Assignment with State Street Corporation:Performance and Analysis:The assignment gave opportunity for Process Migration- State Street Investment ServicesPNA (Performance and Analysis)-Boston Performance.PNA involves Audits and Compliance for Global Investment Management Organizations- Lazard, Deutsche Bank, Pinebridge, Babson,Working on Benchmark Analysis and Benchmark Audits, Cash Drag Audits, Cash Flow Reconciliation, Corporate Action Audits, Performance Accounts opening, Maintenance, Re-closures, Termination after adjustments, Market Data and Benchmark Indices updates, Reports-Returns Tolerance Audits, Peer Analysis Reports, Market Value Checks, Dashboard Checks, Perform Audits from Extracts, Application -Hi-Perv, Mosiski, Bloomberg.

• 4th Assignment with State Street Corporation:Trades-Portfolio Accounting Management

This assignment has given me an opportunity to Migrate Trades for PAM-Insurance based clients (handling in total of 57 clients database) to name a few-Metlife, Prudential, PIMCO, Everest, Kaizer, Pioneer, ACE, WhiteMountain, Deutsche, Americo, Sirius, OneBeacon, PAM includes the complete Trade Life cycle-Initiation / Booking of Trades-Trade Modifications, Trade Settlements, Creating and saving Trade Backups, Sources-ITW, Email Blotters, Bloomberg Trades.Reconciliation-Asset Reconciliations, Weekly and Monthly Reconciliations, Setting up of Security Master Files(SMFs)-using MCH and Bloomberg as the reference base.Reporting-Prepare Schedule-D, E, F’s-Quarterly & Yearly to quantify and validate the Trades initiated by the Insurance companies under the supervision of NAIC which helps in maintaining the expected standards and ethics.Doing data analysis to maintain these critical provisions which protects insurance consumers, encourage more transparency regarding international insurance standards and help reduce systemic risk in our financial system.

16 th January 2006 to 21 st May 2012---WNS—Pune

Business Unit : Marsh Group Universal Life (Life Insurance)

Client : Marsh (Third Party Administrator)

Joined as : Customer Services Associate (till June, 2009)

Move to : Process Migration & Training as Senior CSA/Process Trainer

Profile : Operation Trainer (from 1st Apr, 2011 till 21st May, 2012)

Previous Client : AVIVA Global Services

Operational MARSH ACCOUNT

• 1st Process Migration Assignment with WNS:Selected for Process Migration of Marsh Insurance Group-Universal Life Insurance from USA (Iowa).

Conduct Class room Process training batches for Marsh-Life Insurance (GUL) process.

Adherence to Process Timelines, Client Interaction to BAU the process.

Guiding team to meet the SLAs & Operational metrics of the process.

Update Daily Issue Log- Trainings/QA . Daily Client Calls to share the updates and clarify enquiries.

AVIVA ACCOUNT

• Retention Lead in AVIVA-BU Life (Bonds).

• Conduct Retention Training across departments in Life (New Business, Existing Business).

• Conduct Training Need Identification (TNI) of the Voice team.

• Conduct audits for all Operations Business Units covering areas of MI reporting, quality monitoring,

• Follow through and work with process improvement team to implement changes.

• Applying active listening technique in case of customer complaints.

Quality and Training • Adherence to Quality Activities – Timeliness and rigor

• Take Refresher Training, Prepare and Upload Process Knowledge Test,

• Initiating process improvement ideas and implement methods until the core targets are achieved

• Calibration within audit team.

Create action plan for the bottom performers to identify methods of Improvement of Team Performance.

Training Courses• Insurance and Financial Service Market.

• WNS Certified Trainer Program

Achievements

• Outstanding Performance Award-Productivity (NUL Town Hall-2007)

• Excellent Customer Appreciation (NUL PHCS Team-August 2007)

• Hall of Fame-Best Performer (NUL Town Hall-Quarter IV, 2008)

• The Shining Star Award Bonds EB (NUL-August 2010)

• Marsh Honor for Outstanding Contribution to Process ( February, 2012)

• Always achieved predetermined CSAT scores and Client / Customer Appreciations.

• Recognition from Client State Street Investment Bank-Performer of the Year 2013.

4 th July 2004 to 30 th November 2005 WIPRO BPO (Kolkata)

Joined as : Customer Services Associate (Voice)

Business Unit : United Health Group (US Health Insurance)

Job Profile:

• Process Migration of United Health Group from Mumbai to Kolkata.

• Taking Inbound Calls-B2B and B2C

Conduct Team Hurdles and share quality updates, Product Training and Mentor New Hires

05 th November 2001 to 31 st May 2003-IBM DAKSH (Gurgaon)

Joined as : Customer Services Associate (Voice)Business Unit : Telecom USClient : Sprint PCS (US Telecom Provider 2G & 3G Services)Joined as : Customer Services Associate

Job Profile:

• Taking Inbound Calls B2C (USA)

EDUCATIONAL QUALIFICATION B.Com Honors in the Year 1999 from Calcutta University.ICSE and ISC from Don Bosco School, Kolkata.

PERSONAL DETAILS

Passport \ VISA Type : Passport Valid till-12/12/2020. USA VISA-BI/B2 Valid till-23 March 2021

Hobbies : Reading journals, Cycling, Cooking, Travelling to different locations to learn diverse cultures and interact with people.

Languages Known: English, Hindi, Bengali.