8/8/2019 Sutapa_CV

1/4

Sutapa MajumdarMobile No: +91-9831602336 E-mail: sutapa_16@yahoo.com

PROFESSIONAL SYNOPSIS

Over nine years of work experience in areas of Service Delivery, Migrations, Billing Operations, Training, andQuality Assurance Compliance

Knowledge of and exposure to project management & monitoring methodologies, tools and techniques forstructured process analysis

Knowledge in creating new methodologies, tools and frameworks for business and process analysis

A go-getter with proven leadership abilities, effective communication and client management skills

Strong desire to learn and add new skill sets

CORE COMPETENCIES and CURRENT JOB RESPONSIBILITIES

Leadership & People Development:

Developing relationships with key decision-makers in target organizations for business development Ensuring continuous improvements in service levels by benchmarking the best practices

Providing necessary training on various tools, policies and procedures to the Team Members to ensure quality

service delivery to the client

Utilize training and development opportunities and resources to reward and develop individuals

Coordinating sound integration with support functions viz. Quality, Training, Technology & HR

Implementing quality control and ensuring that the quality and services parameters are met at all levels

Identify potential areas for process improvements so as provide an enhanced IT solution

Maintaining a high level of motivation to keep the robust spirit of the team intact

Controlling the attrition rate to promote vintage in the team

Chalking out the growth path for everyone on a short term as well as long term basis to build retention

Planning the staffing structure in the future course on the projections given

Operations

Ensure effective workflow management in order to meet agreed PLAs and Quality levels

Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity

Planning and Accuracy Base-Lining

Providing Cross Training to Process Associates to handle High Volume Situations & reduce Idle Time

Managing daily operational floor issues viz. scheduling, placing on roster, performance, report generation and

feedbacks

Conducting continuous audits on MIS to ensure compliance and sound functioning of the process

Achieve a satisfactory grading in all Group Audits/Compliance

Business Analysis and Project Management

Understanding the functional Requirement from Business Perspective and translating in Business Requirements

Scheduling & Planning Project requirements

Defining and Managing Transition Cost Model

Designing, procuring & deploying technology

Finalizing PLAs & contract Parameters

Stabilization processes till such time its BAU

Reports & System Support

Preparation of required MIS reports to provide feedback to top management on collection functions &

achievements in the region on a daily. Monthly and yearly basis

Preparation of relevant MISs to enable subordinates to report and understand daily activity in a friendly and

comfortable interface

Skilled in writing consulting- proposal & presentation

mailto:sutapa_16@yahoo.commailto:sutapa_16@yahoo.com

8/8/2019 Sutapa_CV

2/4

Quality/ Training

Ensuring the teams adhere to all the quality tool and procedures

Actively participating in execution of quality improvements projects for continual improvements

CAREER HIGHLIGHTS

Since May08 Manager Operations HSBC Securities Services

Current Job Profile:Currently based out of Kolkata. Responsible for managing operations and co-ordination of HSSTA platform (FCIS) upgrades along with understanding of functional requirement from Business Perspective.

Detail Assignment

By delivering within the terms defined in the PLA with the Business Partner in terms of Static Data for Fund

Rule set up and issue Analysis

Analyzing existing workflows and identify potential areas for process improvements so as to provide an enhancedbusiness solution

Liaise with Business Partner for implementation of new business by co coordinating platform upgrades and

associated testing of changes

Develop proactive interface between HSS CoE and Business Partners

By managing assigned Operations Team and facilitating continuous evolution of staff training and careerprogression program

Spearheading day to day management developing various metrics for performance measurement to successfully

lead the team to deliver and meet the client requirements

By being able to Identify, Recommend and Implement changes that will improve the service delivery to business

locations

Highlights

Established performance measurement standards to measure the process health and install various measurement

tools and procedures. Balance Score Card introduced in the team

Steered Transfer Agency recruitment process

Initiated the maximum desk utilization % for Transfer Agency business

Played a stellar role in successful implementation of MI across Transfer Agency process

March06- April08 Project Manager GSC Kolkata

Portfolios Handled:HSBC Cards portfolioCard Customer Care- Total FTE- 1100

Card Collection - Total FTE- 117Card Back office Voice & Data - Total FTE- 92

Fraud Prevention - Total FTE- 30HSBC Security Services Total FTE- 28

Insurance (US HIS) - Total FTE- 25

Total FTE migrated: 1392

Detail Assignment

Responsible to Plan & implement the migration projects successfully, supporting the objective to maximize

capacity utilization

Responsible to judiciously utilize the available project resources, and ensure planning for any contingencies, which

may affect the project deliverables

Responsible to achieve mandatory cost savings through internal projects &/or engineering / improvement

opportunities Devising the migration and developing various documents from IT and Ops perspective to ensure seamless

operations

Handled successful migration of various Banking stream work flows primarily Consumer Finance business like

Credit Card and Insurance

8/8/2019 Sutapa_CV

3/4

Highlights

Handled migrations of 5 Cards Business (Customer Care and Collection) as well as Security Services related

to Fraud Prevention Transaction Processing as well as few US Insurance portfolios

Instrumental in transitioning and stabilizing HSBC Card business in GSC Kolkata

Automating the various MIS reports and hence reducing the man hours required to process it

Involved in the hiring and trainings of the new hires

May04- Dec05 Asst Manager Operations GSC (Vizag)

Portfolios Handled:

CL Quality & Compliance Team Size: 90CL Collection (Operations) Team Size: 20

RS Collection (Operations) Team Size: 12

Maintain technical competency and process knowledge

Achieve a satisfactory grading in all Group Audits/Compliance

Setting up Operation /QAC function

Succession plans for the team MI submission and in line with business needs

Ensure effective workflow management in order to meet agreed SLAs and Quality levels

Utilize training and development opportunities and resources to reward and develop individuals, according to HSBCpolicies

Highlights

Instrumental in Setting up Operation /QAC function in Consumer Lending. This included As-Is process mapping,business assessment, and information requirement analysis for implementation

Did effective capacity planning within my teams to optimize utilization of resources

Did an effective resource management and planning in advance, which led to an increase in the production

numbers. This helped in measuring quality along with productivity. The entire departments Quality score has seena substantial increase in few months

Streamlined the reporting process for the department

Facilitated the QAC training sessions for the new entrants, which gave an opportunity to write the QAC manual for

Vizag

Was selected amongst the AMOS to help the Compliance check for the department. The process was classified as

Low Risk with the scope of the check being the Quality of Supervision for CL Collections

Sept99 -May04 Bharti Cellular Ltd. (Airtel), Kolkata, India

Significant Accountabilities & Accomplishments

Responsible forPan India Billing System migration which is a total integrated billing platform for Airtel circles acrossIndia.

As Senior Executive

Provide leadership to Billing department ensuring timely, accurate generation & dispatch of billing statements and

reports for the entire Eastern India

Functioned as a Corporate Relationship Advisory for big corporate houses to reconcile their accounts

Provide specialized support to the Call Centre

Generate and authorize payments to Merchant Establishments

Mentored and trained new recruits

Prepare standard operating procedure, training plan, pilot plan, service level agreement, and all necessary

specifications, plans, and documents to support the migration

Prepare and deliver process training to the process delivery team

Jan98 Aug 99 Standard Chartered Bank, Kolkata, India

Significant Accountabilities & Accomplishments

Train 100% new entrants on sales & service products, processes and policies and team development

8/8/2019 Sutapa_CV

4/4

Support new branches offering base, drive service initiatives, and manage budget, plan, set targets and goals.

Responsible for Customer Satisfaction scores of over 96% for each portfolio held

Established a sales support team for sales back-end activities to free sales RMs off for better sales focus.

Leverage Relationship Management concepts to Cross-sell products & services to achieve revenue targets

Customer Relation Management with premium customers

SKILLS AND TRAINING

Migration Toolkit

Team Leading Essentials

DMAIC - Six-Sigma Methodology: HSBC

Change Management HSS

Accredited in recruitment - Vizag

Certified Call Coach - HSBC

Business Diversification & Restructuring- Tata Management Training Centre

ACADEMIC CREDENTIALS

Bachelor of Commerce, University of Kolkata.PGDBM from IMT (Gaziabad)

COMPUTER SKILLS

MS Project 2003, Visio, MS Office 2003 ( Advanced level)