NEERAJ KUMAR SINGH

NEERAJ KUMAR SINGH

Tel: +91 44 45495054 /+91 44 32518497

Mobile: +91 984 00 90 753 / E-Mail: neeraj.amy@gmail.com

Objective: Seeking a challenging position in Operations Management entailing Process Management, Transitioning, and CRM & Team Management with an organization of repute.

PROFESSIONAL SYNOPSIS

Insightful experience of over 6.5 years of experience in Quality, Business Analysis & development, Project & Operations Management across Insurance, Banking, Market & Media Research industries.

Since Feb04 with TCS BPO as Project Manager

A keen strategist with expertise in managing entire operations with key focus on top line & bottom line profitability by ensuring optimal utilization of resources. Attained a good level of understanding in Business Development Breaking new avenues & driving growth.

Customer Relationship Management for a high satisfaction index.

Well versed in understanding Clients requirement and conducting system study, deciding milestones.

Have been instrumental in focusing on quality, quantity and delivery timeline keeping in mind the Costing, planning, scheduling, negotiations and execution of projects.

Experience of handling end-to-end transition of market research project in TCS BPO.

Successfully completed the successful PoC for a new tool on 23rd Oct 07 that was conceptualized for one of the newly transitioned input operations processes. Accuracy expected to move from current levels of 85% to around 94-95%.

Acting as an escalation gate to resolve critical issues of all the team members.

Imparted qualitative training on new projects with required process flow knowledge and have efficiently taken up project responsibility from project initiation, transition to stabilization.

Skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Acting as an escalation gate to resolve critical issues.

Possess interpersonal, communication and organizational skills with demonstrated abilities in team management and customer relationship management.

CORE COMPETENCIES

Domain:

Exhaustive RCA done for the Input Operation Process errors & suggested mitigation plan in the early days of BAU vetted by the client Master Black belt. My primary job was to contain the procedural errors that constituted about 75% of the total errors.

Reduction in transport cost by around 25% by rationalizing the routes within the account across processes.

Handled churn successfully to generate people for one of the transition processes from the existing ones though relatively new (Developed synergy between other 2 processes)

Exhaustive T&M study done in a data management process & effectively moved 10% of the associates to day shift.

Done business development for one of the media research companies which primarily deals into response coding & Impact scoring of client communications thru various media channels on the target audience from the RFI , client driven workshops until the final RFP submission at client site in Sweden.

Possess an eye for detail in automations to de-skill the process entailing:

Conceptualizing & Designing of PST (Workflow Management Tool)

Design of AUTO QC Tool with advanced search features involving data clean concept of word to word marching

Creating of End-To-End Automated Tool with rule engines to enable faster & accurate processing in rule / judgment based process Advanced version of the AUTO QC application mentioned above.

Functional Domain:

Operations Management

Setting up targets/ goals for the process setting and maintaining Critical to Quality & Critical to Process targets for the process. Coordinating integration with support functions viz. Quality, Training, and Compliance & HR.

Responsible for taking steps to ramp process if necessary.

Identified the areas of high costs & rationalized the same by reducing / removing the redundancies to extent possible

Transitioning; Conducting & supervising the various transition phase. Transitioned one of the input ops process from US during year 2006 in February.

Identified the transition risks & their mitigation plans effectively

Documenting the agreed outcome & processes.

Following up with the technology for smooth transitioning/ process transformation. Working on process stabilization to accomplish steady state Operations & continuous process improvements. Ensuring continuous improvements in service levels with the help of automations

Quality & Compliance

Was part of the core team in conceptualizing the quality plan for TCS BPO in 2004

Have been instrumental in training the top management layer for a financial account on Six Sigma & also drove towards ISO 9001:2000 certification.

Have made most of the use of basic quality tools such as Pareto, FMEA & C&E in identifying & resolving process defects

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

Ensuring that the teams adhere to all the quality tool and procedures.

Conducted BPO wide Six Sigma awareness drive across 600-700 associates.

Client Servicing

Identified clients pain areas & implemented measures to attain customer satisfaction levels.

Ensured continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Worked in line with the customer needs to took all possible help in terms of automations requirement gathering, volumes ramp up projections to meet up with the demands, change in transition time lines to meet clients budgetary constraints etc without effecting the learning or process stability.

Team Management

Managing Team functions viz. manpower planning, recruitment, performance appraisal, etc.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

Coordinating and ensuring meetings / feedback sessions happen on a regular & consistent manner, skill based & refresher trainings happen regularly.

ORGANISATIONAL EXPERIENCE

Since Sep07 with TCS BPO as Project Manager

Job Accountabilities:

Spearheading a Team of 3 Transition Managers to complete the Due Diligence for the work being transitioned from some of the key geographies such as Australia & New-Zealand.

Playing a pivotal role in

Developing the entire project plan for the CoE based consolidation exercise for all the concerned projects that are being transitioned from around seven (7) geographies.

Creating & reviewing the statement of work for related projects & providing change in the same from TCS perspective.

Handling the entire processes of input operations in the new takeover site & provided the roadmap to leverage the already developed automation applications for seamless delivery post TCS takeover

Keeping a track on all the transition as well as steady state projects & reporting to Senior TCS management along with client representatives. Ensuring adequate support to all people & projects associated with the account in terms of infrastructure, administration, billing, quality & other important aspects of project management.

Notable Accomplishments:

Been a part of key discussions with client for taking decisions regarding new facility set up, ramp up FTEs, risk assessments & mitigations especially by automations.

Successfully provided all the FTE & revenue projections across geographies & maintaining the project status.

Managed around 150+ FTEs hired for the new scope from the training across the existing process to their subsequent allocation to the new processes quite efficiently.

Apr07-Sep07 with TCS BPO as Program Lead, Input Operations.

Job Accountabilities:

Heading 3 input processes with a span of 60 associates

Maintaining regular key customer contact to understand client concern.

Ensuring IT-BPO synergy & process effectiveness to prospective clients for future business (Floor presentations to client CEO, CIO, Practice directors from different accounts or prospective clients.Notable Accomplishments:

Successfully ensured the successful transition of 2 remaining processes of input operations from US.

Handled escalations for process failures or support.

Ensured seamless delivery of project deliverables within required timelines.

Strived to drive cost effective measures (Transport & Seat utilization being significant).

Identified areas of improvement to de-skill one of the transition projects & automated the whole process by creating rule based engines to handle exceptions.

Jan06-Mar07 with TCS BPO as Project Manager, Input Operations

Job Accountabilities:

Handling a team of 17 Associates.

Kindly put some generic job responsibilities of a project manager

Notable Accomplishments:

Transitioned the above mentioned project from WI, US with a team of 4 associates in Feb 2006

Completed the transition successfully as planned per the project plan attaining the required SLAs of 99.7% accuracy & 100% on-time delivery of UPC coding.

Was appreciated for exceeding the customer expectation by making it people independent with the help of process re-structuring & automations.

Conceptualized the creation of indigenous GUI tool as an alternate channel of uploading the required inputs in the required CRM tool.

Increased productivity by 15-20% within transition timelines with the help of batch upload of key information in the CRM application rather than relying on AS-IS process of manual data entry.

Drove client with the exceeded expectation in the current process to offshore one of the upstream processes within a period of 2 months of transitioning the above one.

Feb05-Dec05 with TCS BPO as Project Manager, Operations

Job Accountabilities:

Managing 5 business towers.

Reporting of operational reports on SLAs & KMs to both internal and client management.

Job responsibility was also to look after the planning & support for all the 5 business towers involving quality, training, infrastructure etc

Notable Accomplishments:

Deputed to the above account to analyze, trouble shoot & devise solutions to ensure on-time delivery of marketing reports to end clients with a target of 99.98%.

Successfully did business analysis to design the process support tool (workflow tool) for the above process to meet on-time delivery of marketing reports to the clients with within 99.98% TAT.

Handled billing, re-sourcing, infrastructure & quality & training related requirements for all the business towers.

Feb04-Feb05 with TCS BPO as Defect Prevention Process Owner

Job Accountabilities:

Playing an integral role in devising & implementing the quality structure along with managing the continuous improvement for 11 business processes of the ISO 9001:2000 initiative

Notable Accomplishments:

Created the quality management plan for the above account which primarily included formulating Level V quality CIP, identifying & training DP primes in every business process, devising the quality policy, creating standard documentation, monthly quality reporting.

Completed internal auditors training within TCS.

Significant contribution in creating a six sigma training material & conducted trainings with the help of two DP leads across equal no. of centers.

Successfully audited business processes for their ISO compliance completeness.

Nov03-Jan04 with ICICI Prudential Life Insurance Co. Ltd., as Life Underwriter

Job Accountabilities:

Responsible for underwriting life insurance policies with an approval limit of INR 3 lakhs.

Looking into other functions entailing:

Updating of daily branch revenue figures

Supervising the operations staff handling issuance & claims for their accuracy

Interacting with risk units to proactively mitigate any anti-selection.

Making surprise checks on the empanelled medical staff of the company.

May01-Nov03 with GECIS as Assistant Life Underwriter in GEFA

Job Accountabilities:

Accountable for issuance of Life policies to FCL & GECA clients.

Notable Accomplishments:

Earned the best performance award twice at the process level along with one at the insurance shop level with over 200 FTEs.

Was identified as Trainer for the process towards the end of the tenure.

Earned quality award UNNATI for two process improvements.

Attended Life Module, developing self excellence & six sigma quality trainings to name a few during the entire tenure

EDUCATION

Pursuing MS (Ins.) from ICFAI, Hyderabad (Cleared group A)

2001Diploma in hotel management (IHM, Lucknow affiliated to NCHM, Pusa)

2000Graduate in commerce as a correspondent, Delhi University

1996A.I.S.S.C.E, KV Manauri, Allahabad

1994A.I.S.S.E, KV Digaru, Guwahati

PERSONAL DETAILS

Date of Birth01/04/79

Address

Plot No. 26, Flat F-3, Balaji Colony Main Road, Velachery, Chennai 42

ReferencesAvailable on request