BANU PRIYA LCell :(91) 9790934488/9884632004email : banupri2005@gmail.com

Seeking assignments in the areas of Transition Management, Training & Development and People Management with an organization of repute

PROFILE SUMMARY

• With 10+ years of experience in Change as Training, Transition, Post Transition, Quality Management,

Strategic Initiative & Operation Management

• Extensive experience in managing & delivering projects for remote infrastructure management and

conducting business analysis to determine requirements & planning for systems implementation at the

enterprise scale

• Leveraged with outstanding skills in the domain of Implementation, Up-gradation

• Deft in ensuring clear lines of communication, close collaboration and the ability to quickly bring the right

talent to daily operations issues

• Keen customer centric approach with skills in addressing client priorities and resolving escalations within

prescribed TAT, thereby attaining client delight and high compliance scores

• A leader with excellent Communication, People Management and Customer Orientation Skills

CORE COMPETENCIES

• Developing and effectuating contingency / business continuity plans to ensure uninterrupted and smooth

business operations and attainment of budgeted objectives

• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate

measures to maximize customer satisfaction level as a Training Lead

• Ensuring the smooth transition from current to future business operations

• Managing post-transition activities including onsite due diligence following by the Successful offshore

implementation of the same

• Providing effective resolution to customer queries and improving relationships with the customer by

anticipating customer future requirements, thereby ensuring a positive customer experience

• Monitoring utilization of existing resources & manpower, planning targets, monitoring numbers and

achievement of overall targets on a daily, weekly & monthly basis as a Team Leader

ORGANIZATIONAL EXPERIENCE

Jul ’13 – till date Assistant Manager (HGS Innovation RMS) in HGS (Hinduja Global Solutions) an Ashok Leyland Group

Project Title Strategy and Initiative – T&H, RMS Automation, GovernanceClient Airtel (Inbound & Outbound), UAE – MENA, Capita and HumanaRole Training, Simulation, Quality, IT & Governance, Analyst & Testing

Responsibilities:

• Part of the core team in RMS Automation in creating new tool for Recruitment. Testing and Implementing

new initiative process to make the current work easier and efficient (Recruitment, Assessment and

Learning Management System)

• Managing the Training & Quality across 9 locations in India (Pan India)

• Managing the Process, Policy Governance & Data Management

• Supported to create a software according to the client’s policy

• Initiated the process of creating online dashboard for team and individual performance

• Analyst between software team and the client for process and development front

• Managing Training Portal and online test for the recruitment process across Pan India

• Managing Governance activity in order to maintain non-compliance in the process across Pan India

Nov ’07 – Feb ‘11 Team Leader in 3i Infotech Limited

Project Title Migration & TrainingClient DocuData, Regulus Payments, JP Morgan Chase PaymentsRole Trainer / Team Leader / Quality Analyst

Responsibilities:

• Ensured complete transfer of process knowledge to the Offshore Team

• Assisted in the preparation of client procedures and SOP and in all the above mentioned project

• Developed the in-house training materials and repository

• Recognized the training gaps and bridging the same

• Provided regular team updates on client procedures changes and its documentation

• Carried out refresher training in defined intervals

• Made sure the team performs as per the target & quality and followed the roster plan

• Conducted weekly and monthly team reviews

• Evaluated the team member performance on a monthly basis

• Coordinated with the on-shore trainer and ensured that the team is updated on the changes and on client

procedures

• Organized daily briefing session with the team members on previous day performance and process

updates

• Distributed awards and published the top performers and assisted the improve low performers

• Successfully conducted volume analysis with the help of previous records and bagged appreciations from

the top management & clients

• Actively involved FTE calculations for pilot phase and shift roster plan based on work availability and TAT

• Development & suggesting for building the software for process requirement

Jun ’07 – Nov ‘07 Customer Service Executive in CAMS Private Limited

Project Title Customer SupportClient DBS Mutual FundRole Analyst & Customer Support

Responsibilities:

• Handling customer calls, request letters and email by responding promptly to their queries also ensuring

that they customer intimacy is met

• Analysis of most frequently raised issue and converting that into a positive feedback from the customer

Jun ’05 – Jan ‘07 Processing Executive in MMC Infotech Services Private Limited

Project Title Process & Quality SupportClient CitibankRole Process Executive Analyst

Responsibilities:

• Identifying project critical to quality aspects and design measures to improve the service quality levels

• Deployment of statistical tools for measurement of process quality

• Create MIS of errors and update the team on day-to-day basis

• Conduct training sessions to combat errors & minimizing Quality Variations and Divergences.

• Continuous process improvements and building cases studies on error management

• Plan, design, and conduct process audits and track variance if any

• Proactive measures to reduce errors and implementation of the same on the floor

Jun ’04 – Feb ‘05 Data Processor in Southern Software Private Limited

Project Title Online LearningClient Various internal clientsRole Data Conversion Technician

Responsibilities:• Data entry of the text books and newsletters into a word document

• Data conversion process of converting the document into xml document using tags and other required

formatting to make the text books and newsletters online.

ACADEMIC DETAILS

• 2012 – 2015 MCA., in Anna University (Distance Education) - First Class

• 2004 – 2007 BCA., in Madras University (Distance Education) - 70% First Class

• 2001 – 2004 DIT., in Government Polytechnic College – 94% First Class Honors

• 2000 – 2001 SSLC in St. Raphael’s Girls Hr. Sec. School – 92%

IT SKILLS

Operating System : DOS, Windows 98 - Windows XPPackages : MS Office, Visual Basic 6.0Backend : FoxPro, MS Access, Oracle (Basics)Internet Tool : HTML, XMLLanguage : C, C++Multimedia : Adobe Photoshop, Corel Draw

EXTRA CURRICULUM

Diploma course : PGDCA., (Post Diploma in Computer Application)Nursing and First Aid Course

Achievements : STATE RANK Holder – III Rank(III Semester in Polytechnic College)Won SECOND Prize – Inter College Quiz Programme

Responsibility : JRC student in schoolNSS member in College

Sports : Won ALL ROUNDER CHAMPIONSHIP(Twice in College Level Sports Meet.)

PERSONAL PROFILE

Date of birth : 22nd Sep 1985

Father Name : Laxmanan B

Husband Name : Thanigaivelan S

Languages Known : Tamil & English

Passport No. : G7957534

Address : 3/157, 2nd Floor, Vellala StreetPurasaiwakkam, Chennai – 600084

Date :Place : Chennai (BANU PRIYA L)