Argha Banerjee
Barrackpore
Summary
A professional with more than 19 years of experience in managing quality, along with operations.Seasoned Audit and Compliance Manager known for high productivity and efficient task completion. Possess specialized skills in regulatory compliance, risk assessment, and financial reporting. Excel at communication, problem-solving, and leadership, using these soft skills to ensure adherence to standards and guide teams towards achieving corporate objectives.
Overview
19
19
years of professional experience
Work History
Audit and Compliance Manager
TCS
Kolkata
04.2021 - Current
- Identified processes and policy gaps and devised solutions for and requirements.
- Supported efficient accounting operations with high-quality administrative support.
- Assisted clients in determining business strategy and achieving profitability goals.
- Technical security Audit and operational control audits are the major contributors for this role
- Faced ISO AUDITS twice with zero NC
- On time closure for last 5 years is my main strength
- Coordinated with stakeholders from different departments across the organization regarding compliance matters.
- Performed detailed reviews of employee activities related to regulatory requirements.
- Completed internal and external audits according to established procedures.
- Provided guidance on best practices in compliance management systems implementation.
Audit and Compliance Manager
TCS
Kolkata
04.2020 - Current
PMO
TATA Consultancy Services
- Current
- Presently working with Transamerica Life and Chess
- Handling a team of 147
- A scrum master for RILA and erie
- Responsible for On boarding part (Interview of new and existing resource)
- Processing as many as 7 dashboard for production and quality (All Agile)
- Budgeting in allocation related to project is one of the key responsibility
- Taking care of the on-site recruitment and work distribution
- Leading the info- security team for the FS domain
Team Leader Operation
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
08.2012 - 04.2013
- Company Overview: Kolkata
- Managing Tata Photon’s Business KPIs for Aegis.
- Responsible for Delivery for Tata Photon premium Desk and general desk for East ( Including KOL-ROB-ORISSA-ASSAM-NESA-BIHAR-JHARKHAND-MUMBAI-RAJASTHAN-MADHYAPRADESH).
- Ensuring the delivery obtains continuous improvement.
- Ensure closure and execution of all internal & external escalations (keeping in mind the interest of the company).
- Highlighting and reducing the area of lacking of business delivery.
- Increasing the probability of resource utilization.
- Driving the Qualitative KPI to ensure the revenues are closed with rewards.
- Innovation of new work flows to reduce the time and effort required keeping in mind the improvement of the execution.
- Providing the intelligence to ensure the delivery meets the client KPIs also keeping the interest of Ours.
- Handling all the reviews with internal and external stake holders as per the defined time metrics.
- Designing and executing the action plans as per the business needs time to time.
- Coordinating with other centers according to the business development and changes.
- Managing a team of 32.
- Kolkata
Manual Tester
Wide Open West (WOW)
11.2011 - 04.2013
- Handling a team of 7 for manual testing.
- Woking in Jira, Database.
- Working for Billing simplification Team as a manual tester
- Responsible for test case writing, execution and defect logging.
- Is responsible for daily basis report generation and maintaining the same in a tracker format.
Team Leader
SPANCO BPO
11.2009 - 04.2012
- Leading the Qualitative KPIs for CDMA & GSM North circles operations of Reliance East.
- Coordinating with various internal teams like IT/HR/FMG etc for meeting process requirements.
- Ensuring the delivery obtains continuous improvement.
- Ensure closure and execution of all internal & external escalations (keeping in mind the interest of the company).
- Highlighting and reducing the area of opportunities of business delivery.
- Increasing the probability of resource utilization.
- Driving the Qualitative KPI to ensure the revenues are closed with rewards.
- Innovation of new work flows to reduce the time and effort required keeping in mind the improvement of the execution.
- Providing the intelligence to ensure the delivery meets the client KPIs also keeping the interest of Ours.
- Handling all the reviews with internal and external stake holders as per the defined time metrics.
- Designing and executing the action plans as per the business needs time to time.
- Coordinating with other centers according to the business development and changes.
- Ensured the billing KPIS are closed in reward month on month.
- Selected as a “Best TL” for 3 quarters.
Team Leader
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
11.2008 - 11.2009
- Company Overview: Kolkata
- Kolkata
Senior Executive Quality
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
11.2007 - 11.2008
- Company Overview: Kolkata
- Kolkata
Senior Executive for Retention & Escalation Team
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
04.2007 - 11.2007
- Company Overview: Kolkata
- Kolkata
Customer Care Executive
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
09.2006 - 04.2007
- Company Overview: Kolkata
- Auditing audits on daily basis.
- Sharing immediate feedback of the Audit with the executives.
- Red and Green Alert analysis.
- Daily Briefing and Debriefing.
- Analysis on FATAL and Bottom Quality etc.
- Furnishing and publishing the daily Quality dashboard for the entire process. (Kolkata, RoWB & Orissa)
- Taking care of the entire external Call quality Scores and Fatal.
- Kolkata
- Going green in all the circles as per the external audit conducted for several months.
- Have been recognized as the most productive and Go getter QA in last RnR.
- Retaining the business from going out for poor quality.
- Six Sigma Yellow Belt Certified.
- Have successfully done a yellow belt project for Kolkata TTSL as a project member.
- Have successfully closed a yellow belt project for Kolkata TTSL as the project leader.
- Got Pat on the back in Kolkata Centre in Support RnR.
- Only CSR who got no d sat in the entire associate period.
- Achieved 100% C Sat score in the month of August.
- Selected as a Best Quality Analyst in Postpaid Process.
- Initiated project to Reduce Repeat%, Increase ICE%, Reduce AHT and to control Fatal %.
- Achieved highest CQ score pan India for consecutive 4 months in external audit.
Testing Engineer
Direct Energy
- Company Overview: Texas, USA
- Was responsible for entire customer Claim Management testing part for the application based on Microsoft AX-dynamics.
- The defect triage call was sole responsibility from offshore on a daily basis.
- Have prepared the Testing document for multiple test phase and module.
- Client demo for all the released module and day to day client handling was one of the responsibility.
- Texas, USA
Operations Manager
Project Telenor
- Company Overview: Norway
- Handling day to day operation.
- Working on Landline and Modem.
- PSTN, GSTN, Operator access is the major area of responsibility.
- Resolving customer issue over Mail.
- Communicating with the client on a regular basis.
- Highlighting and reducing the area of opportunities of business delivery.
- Increasing the probability of resource utilization.
- Driving the Qualitative KPI to ensure the revenues are closed with rewards.
- Innovation of new work flows to reduce the time and effort required keeping in mind the improvement of the execution.
- Providing the intelligence to ensure the delivery meets the client KPIs also keeping the interest of Ours.
- Handling all the reviews with internal and external stake holders as per the defined time metrics.
- Designing and executing the action plans as per the business needs time to time.
- Coordinating with other centers according to the business development and changes.
- Norway
Education
B.Tesch - ETC
BPUT
01.2005
Higher Secondary -
W.B.C.H.S.E.
01.2001
Madhyamik -
W.B.B.S.E.
01.1999
Skills
- Compliance management
- Risk assessment
- Process improvement
- Internal auditing
- Project management
- Team leadership
- Budget management
- Effective communication
- Quality assurance
- Regulatory examinations
- Regulatory documentation
- Documentation and reports
- Risk assessments
- Goal setting
- Communication skills
- Information security
Languages
- Bengali
- English
- Hindi
- Oriya
Personal Information
- Father's Name: Mr. Abhoy Banerjee
- Date of Birth: 06/01/83
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient
C2
Bengali
Proficient
C2
Hindi
Upper Intermediate
B2
Odiya
Beginner
A1
Timeline
Audit and Compliance Manager
TCS
04.2021 - Current
Audit and Compliance Manager
TCS
04.2020 - Current
Team Leader Operation
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
08.2012 - 04.2013
Manual Tester
Wide Open West (WOW)
11.2011 - 04.2013
Team Leader
SPANCO BPO
11.2009 - 04.2012
Team Leader
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
11.2008 - 11.2009
Senior Executive Quality
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
11.2007 - 11.2008
Senior Executive for Retention & Escalation Team
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
04.2007 - 11.2007
Customer Care Executive
Aegis BPO Pvt. Ltd. (An Essar Enterprise)
09.2006 - 04.2007
PMO
TATA Consultancy Services
- Current
Testing Engineer
Direct Energy
Operations Manager
Project Telenor
B.Tesch - ETC
BPUT
Higher Secondary -
W.B.C.H.S.E.
Madhyamik -
W.B.B.S.E.