Anjan Ghosh

Anjan Ghosh

Mobile: +91 93131 04166 / Email: anjan.ghosh@yahoo.co.inSeeking assignments to Suitable Position in BPO/KPO Operations in the areas of Solution Architecture/ Operations Management / Project Management / Transition Management/Account Management/ Emerging Business with a growth oriented organisation

Professional Synopsis

A Business Leader with 12+ years of extensive experience in Operations Management, Pre Sales,Solutioning, Project Management, Solutions Architecture, Process Transitioning, Account Management and People Management.

Presently working with NIIT Limited as Delivery Head Managed Services A keen planner, strategist & implementer with demonstrated abilities in managing complete process operations and executing IT/ ITES projects for accelerating the business growth.

Result oriented record of streamlining the working SOPs for enhanced operational effectiveness.

Adept in IT Infrastructure Management with experience of establishing vendor networks, forging strategic alliances & partnerships.

Have designed/managed/ rolled out/ transitioned/ built voice, chat & e-mail based multilingual 24*7 Large BPO/ KPO Contact Centre solutions to numerous global clients.

Excellent entrepreneur, communication & interpersonal skills with strong analytical, organisational and relationship management abilities.

Core Competencies

- Strategic Planning

- Operations Management

- Project Management

- New Business Setup/ Development- Key Account Management

- Process Transitioning

- Finance & Budgeting

- Product / Site Management

- Quality Assurance

- Solution Architect

- Vendor Development

- Talent Acquisition, Development, Growth and RetentionSkill Set

Integrated Application and Outsourcing/ BPO/offshore Solutions for Global Clients

Monitoring projects with respect to Budgeted Cost, demand forecasts, Time over-runs to ensure timely execution of projects.

Managing complete process operations of the organisation entailing setting up targets/ goals for the process setting and maintaining CTQ (Critical To Quality) & CTP (Critical To Process) targets for the process.

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

Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining.

Actively involved in the migration of processes in adherence with the clients requirements.

Undertaking responsibilities of removing unnecessary procedures in process for efficient function.

Developing long-term partnerships with suppliers & vendors; managing day-to-day supplier performance to ensure meeting of service, cost, delivery and quality norms.

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

Organisational Experience

Since Sept04 with NIIT Limited, presently as Studio Head Managed ServicesNIIT is global IT Learning and Solutions Corporation, known for pioneering IT education, SW Development and Business Process Outsourcing. NIITs vast education and SW delivery network is spread across 33 countries in the U.S.A, Europe, Asia, Middle East, Africa and Australia/Oceania.

In 2004 I was recruited by NIIT to build the Managed Services Business from scratch as a part of its Knowledge Solutions Business.

Today, the Managed Services Practice (which is primarily a 24x7 multilingual call/contact centre/BPO), operates as a profit centre supporting a number of leading Global and Regional Clients. My present responsibilities include -Operations Management, Pre Sales, Solutioning, Project Management, Solutions Architecture, Process Transitioning, Account Management, Team Management, meeting revenue and billing targets with defined Gross Margin. My position reports to the Vice President Technology Solutions. Notable Achievements Rolled out Technical Support Services for own product and for 3rd. party products. The present Tech Support Team supports more close than a million end users across the globe. Client list includes- Worlds largest Lighting Company

Worlds 2nd. largest Cement company

Worlds largest Steel company

Indias Largest Accounting SW company

Department of Finance, Govt. of India

Worlds largest Technology Companies Rolled out Training Admin as a stand-alone service offerings for NIIT

http://www.niit.com/Enterprises/Corp_Index.asp?section=Enterprise&L1=Solutions&L2=Training%20Administration%20Solutions Initiated the NIIT els Managed Services Business and turned it to a profitable one

Significantly contributing in building up the overall Profitable operations for new LBPO/ Contact Centre with 24x7, multilingual support capabilities Handled a number of solutions designing, solution building and transitions Initiated NIITs LBO Offerings and led initiatives to close multi-year multi million US$ deals ISO Certifications for key processes Built a team of 100+ professionals in a distributed delivery model , attrition is lower than Industry level

Successfully maintained profitability targets

Started four Businesses for NIIT: Training Admin Outsourcing, Tech/ Product Support for LMS, vILT and Employee/ Student retention ServicesMar01 Jun04 with DigitalThink Inc. (NASDAQ: DTHK, DigitalThink is now a part of Convergys) as Director India Business ServicesNotable Achievements DigitalThinks 1st. Employee in India

Setting up DigitalThinks offshore center in Kolktata ( 200 seat operation) Played a key role in the merger and transition of the the acquired entities into the company ( in Bangalore and Hyderabad) Successfully designed and migrated all Tech & Content Customer Support Services/ BPO/ SME work of DigitalThink, Inc to India and managed the same supporting more than 100 clients Proved instrumental in transferring all production and service works of DigitalThink to India.

Conceptualised and implemented robust and effective processes.

Significantly contributed in the creation of a state of art development infrastructure in India.

Key player in merging of the Indian subsidiaries to create DigitalThink (India) Private Ltd.

Handled overall production/ services of DigitalThinks Key Account ( Rev: 15 M US$/year) i.e. EDS Was instrumental in DigitalThinks acquisition by ConvergysDec97 Mar01 with TCT (India) Private Limited as Director Operations Notable Achievements Successfully established the company in collaboration with TCT, USA ( A successful Silicon Valley Venture), as an offshore IT and ITES model in the field of e-learning and Tech Support ( Telecommunication and Networking Products)

The outfit was recognized as one of the leading STP companies in Eastern India in 1998.

Efficiently launched the companys online education portal and Offshore Tech Helpdesk Center Actively involved in transferring the entire production and support work of the company to India.

Facilitated the acquisition of TCT by Digital Think Inc., USA in 2001 and deputed as the India Business Services Leader for the new entity.

Handled Application and content Development Operations and Accounts of TOSHIBA and CISCOJul97 Dec97 with National Informatics Centre (NIC) as RDBMS Developer Regional Computer Centre, Kolkata

Notable Achievements Formulated and implemented a Project Monitoring System for the World Bank as part of the Indian team, was solely responsible for West Bengal operations.

Gained exposure in handled responsibilities related to system development, installations, training of the employees, maintenance and support functions.

Jan96 Jul97 with MP Birla Foundation Higher Sec. School as Head Computer Science & PhysicsNotable Achievements Distinction of establishing the Physics and Computer Department for the Higher Secondary Section and setting up of both the labs within the stipulated time and budget.Academic Qualifications

2001

1 Yr Fast Track Special Management Program (SMP) from IIM, Calcutta.

1996

Masters Degree in Science (M.Sc) with Specialization in Computer Application from Jadavpur University.

1994

Bachelors Degree in Science (B.Sc) Physics (Hons.) from Jadavpur University.

Academic Accolades

Obtained National Scholarship for studies.

Ranked 1st in the District (i.e. West Dinajpur) in HS under WBCHSE.

Ranked 89th. In the State of West Bengal in Secondary under WBBSE

Won numerous awards at District, State and National Level in Science Modelling.

Received Best Cadet Award in NCC ATC (Air Wing) in 1994.

Awarded with Sanskriti Sanman by Jadavpur University for outstanding performance in NCC.

Recognitions

BS, Anandabazar Press Coverage as successful IT professional from West Bengal.

Extra Curricular Accolades

A Sri Bhagbat Gita Scholar and member of Gita Lovers Society

Flying: Recreational Pilot and Member of AP Flying Club.

NCC: NCC Air-Wing C Certificate as CUO.

Functioned as Cadet Under Officer in NCC & led the West Bengal team at All India Airforce Camp in 1993.

Active member of School Science Club and participated in various Science Exhibitions.

Personal Details

Date of Birth:16th January 1974

Present Address:E 843 Chitta Ranjan Park, New Delhi 110019.

Permanent Address:Flat 1B, 207 DumDum Park, Kolkata 700055.