Ajay Harsil M

Identity & Access Management (IAM) & Governance

• Simplified ISA onboarding by ensuring mandatory business information was collected for seamless planning.
• Managed user access provisioning for internal Citi employees across the Asia-Pacific division, ensuring compliance with security protocols.
• Supported ISA Governance Project to remediate unsafe practices and address MRA findings by OCC regulations across Citi-owned and Citi-supported applications.
• Performed GAT (Governance, Audit, and Tracking) reviews, ensuring regulatory compliance and timely submission for OCC findings.
• Collaborated with Citi Directors, Application Managers, and ISA Managers to resolve governance issues and close security gaps.
  Process Optimization & Project Support
• Led efforts to reduce turnaround time (TAT) by 76%, cutting it from 30 days to just 7 days, despite high volumes and multi-country support.
• Managed entitlements and user access provisioning, ensuring compliance with security standards and business requirements.
  Supported LMS migration, successfully uploading 790 Security Matrices in Phase 1, earning recognition for timely completion.
• Assisted in application testing and change task reviews, identifying ISA-level access risks and implementing application enhancements to meet information security standards.

Issue Resolution & Stakeholder Management

• Liaised with application managers and vendors to follow up on regulatory and business-critical applications.
• Facilitated issue resolution, escalating concerns to project stakeholders and coordinating with application support teams.
• Followed transition processes to smoothly hand off support to the Service Delivery team after migration.
• Provided service desk support, troubleshooting incidents, resolving complex system issues, and coordinating with technical teams.

Customer Satisfaction & Team Leadership

• Raised client satisfaction by 20% in the requirements-gathering phase through department-wide active listening training.
• Used Salesforce apps to track and measure customer satisfaction (CSAT) and dissatisfaction (DSAT) reports.
• Mentored new team members, ensuring consistency in knowledge and process adherence for optimal results.
• Submitted and led implementation of process optimization ideas as BIC (Bright Idea Champion), driving workflow improvements for client benefits.

Quality Assurance & Process Improvement

• Played a key role in improving quality scores and customer satisfaction, driving measurable improvements.
• Applied quality control tools such as Pareto charts, Control charts, and Scatter diagrams to identify defects and implement corrective measures.
• Performed root cause analysis (RCA) to pinpoint underlying issues and developed action plans to resolve them.
• Analyzed process pain points, lowlights, and highlights affecting quality scores, implementing strategies for continuous improvement.

Team Management & Training

• Successfully managed a team of 48 agents across three different lines of business (LOBs).
• Provided coaching and training to agents, ensuring skill development and process adherence.
• Conducted quality sessions for new hires, ensuring smooth onboarding and adherence to quality standards.
• Organized daily/weekly huddles to communicate process updates and address agent concerns.
• Monitored calls, chats, and emails, conducting regular quality checks to ensure compliance with company standards.

Escalation Management & Compliance

• Identified and mitigated risks to prevent client and customer escalations.
• Tracked MIP (Management Improvement Plan) action plans and issued warning letters for non-performance.
• Conducted calibration sessions with operations team leads to ensure alignment on quality standards.
• Led monthly client calibration calls, ensuring consistency in service quality and compliance.
• Published weekly reports, highlighting quality standings and key insights to the operations team.

Key Strengths & Work Ethic
Self-motivated, with a strong sense of responsibility and ability to work independently.
Excellent communication skills (both verbal and written) for effective stakeholder engagement.
Detail-oriented, ensuring accuracy and thoroughness in all assignments.

• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
• Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
• Executes Transactions as per prescribed guidelines and timelines in order to meet the SLA target.
• Handling Incidents and Service requests according to defined SLA: Providing Technical Support for the users and team on any technical issues and ensure non-occurrence of the issues with customer’s satisfaction.
• Conducts training for the team IN ORDER TO ensure right skilling.
• Participates/Supports the Team Leads in daily huddles, provides training/ Input on process/business to team IN ORDER TO ensure delivery predictability.
• Handles/helps resolve escalations at the process level IN ORDER TO ensure high customer satisfaction.
• Conducts QC/QA programs as a part of the quality plan IN ORDER TO ensure adherence to process steps.
• Reviews and validates inputs from PEs and create case studies/FAQs IN ORDER TO capture
  tacit knowledge.
• Providing Repair and Overhaul details

• Project Coordination & Client Communication
  Communicated with clients to gather and confirm project requirements before development.
• Prepared and presented client requirement documentation, securing approvals before implementation.
• Acted as a bridge between the client and the software development team, ensuring accurate requirement translation.
• Provided onsite support until the successful completion of projects.
• Conducted stage-wise project monitoring, implementing necessary corrections as per client feedback.
• Ensured timely project completion and successful delivery while maintaining quality standards.

Technical Support & Infrastructure Management

• Performed server inventories using automated scripts to collect critical information, including IP addresses, OS details, and system uptime for future reference.
• Conducted server self and security configuration audits for newly built and existing virtual servers, ensuring compliance with security policies.
• Assessed and documented system configurations, including file system permissions, local user policies, audit policies, and antivirus information.
• Managed server patching across multiple regions, applying Microsoft's critical updates quarterly.

Software Testing & Quality Assurance

• Conducted comprehensive manual testing of software before final delivery to the client.
• Ensured data integrity by restoring user information through Tivoli Storage Manager (TSM) and liaising with the storage team.
  Provided shared drive access based on user requirements while ensuring security compliance.

Training & Support

• Delivered end-user training to clients for seamless adoption and better usage of software solutions.
• Assisted in troubleshooting and resolving issues post-implementation to ensure client satisfaction.

Customer Support & Operations

• Provided customer support to MasterCard’s member banks, assisting with operational issues, billing queries, and system access.
• Authorized and approved MasterCard online products, ensuring compliance with company policies.
• Managed user access to various MasterCard Online products for global member banks.
• Assisted in placing new customers live within MasterCard systems and recommended business process improvements.
• Monitored and investigated suspicious financial transactions, verifying authenticity and ensuring compliance with security protocols.

Server & System Implementation

• Created standard operating environment (SOE) clones of operating systems per organizational guidelines.
• Built and configured virtual servers based on business and environmental requirements.
• Conducted server inventories using automated scripts to collect system details such as IP address, LAN & TSM, OS, and uptime, ensuring accurate system rebuilds.

Financial & Security Implementation

• Implemented and managed banking information (BINS & ICA) on behalf of issuing banks.
• Ensured secure and accurate data integration within MasterCard’s financial reporting tools.

• Business Operations & Coordination
• Managed day-to-day operations of a poultry export business, ensuring smooth order processing and fulfillment.
• Coordinated with vendors, negotiated pricing, and secured contracts to maintain a steady supply chain.
• Created and maintained inventory records, tracking stock levels to meet export demands efficiently.
• Oversaw packaging and transportation, ensuring timely shipments and adherence to quality standards for international exports.

Sales Growth & Business Development

• Increased sales by 35% within a year by identifying new vendors and expanding the customer base.
• Built strong relationships with domestic and international buyers, driving business growth through competitive pricing and reliable service.
• Developed strategies to attract new clients and expand market reach, ensuring consistent revenue growth.

Quality Assurance & Logistics

• Ensured compliance with export regulations and quality control standards for egg shipments.
• Worked closely with the packaging team and transport providers to guarantee on-time deliveries with minimal disruptions.
• Implemented process improvements to enhance efficiency in packaging, logistics, and inventory management.