BARNALI BHATTACHARJEE
Noida
Summary
A result-driven professional with comprehensive understanding of BPO/KPO Domain; targeting challenging assignments in Operations Delivery with an organization of repute in Delhi/NCR. Certified Green Belt and Graduate in leadership walk program, with nearly 19+ years of experience in Operational Excellence across Banking & Capital Markets, Commercial Lending, Chargebacks and Credit Card disputes domain. First-rate customers focus on exposure to the UK and AU market and proficient at managing & leading teams of 250+ FTE (AVP, Sr Managers, Managers and Functional Teams) identifying improvement areas, process efficiency, quality excellence for running successful service delivery and zero surprise ops. Delivered high-quality customer experience, elevated customer satisfaction scores, while adhering to the SLA, process risks, policies and procedures and thus managing cost-effective operations with zero revenue leakage. Experience in developing procedures, service standards for business excellence, skillful at Process Design, Process Transition, Process Migration, Quality and Training operations. Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores. Steered large teams, undertaken people development along with monitoring the overall functioning of business, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Partnered with Transformation & Lean Digital teams in driving transformation services for clients from an operations perspective, provided productivity benefits & cost savings to clients. Enterprising leader with a strong record of contributions in conceptualizing, implementing & streamlining new business, policies & procedures in operations. In a leadership role, oversaw and managed all facets of service delivery, including P&L, C&B, and transformation deliverables for the business. Successfully transitioned several complex processes from the client site to Genpact with 100% First Time Right rate, achieving a 5/5 rating VOC. Added 100+ FTE from FY23 to FY 25 into the business. Developed strong and trustworthy working relationships with key stakeholders. Demonstrated expertise in problem solving by efficiently identifying patterns and proposing creative solutions.
Overview
22
22
years of professional experience
Work History
AVP (Service Delivery Leader)
Genpact
Noida
09.2014 - Current
- Heading a team of 250+ FTE including AVP’s, Sr Mangers, Managers while maintaining high discipline and norm adherence. Rendered innovative suggestions to improve operational excellence
- Providing effective resolution to customer queries and improving relationships with the customer by anticipating future customers requirements, thereby ensuring a positive customer experience
- Have set up of new teams and transitioned processes from client’s location to the facility; setting up, stabilizing processes and ensuring smooth commencement of operations
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Driving savings to client P&L through Productivity benefits
- Disseminating information to team members, team huddles & taking initiatives to increase knowledge and subsequent productivity
- Keeping TAT & SLA’s commitments, resolving escalations and monitoring Quality Standards of team through constant monitoring, evaluating the areas of improvements & providing critical feedback to the associates/Managers on improvements and achieving higher customer satisfaction matrices for better NPS
- Extending expert problem management support to difficult, high profile customer issues and ensuring that root-cause analysis is conducted and corrective action plans were followed with learnings for future benefit
- Strategizing long-term business directions of the business to ensure maximum profitability in line with organizational objectives through continuous improvement projects using automation/ lean and delivering savings
- Worked on multiple RFP’s and Market Engagement. Represented Business in Joint Solution Workshop onsite
- Spearheading activities including: Attaining and managing the C&B and Revenue target for the business, Margins at 55%
- Bringing in adjacent scopes and business from the clients by adding 100 + FTE in last 2 years
- Delivered additional savings from the business
- Executed project on Visa Rules and Regulations (chargeback changes) and saved 2M for clients
- Delivered 1M savings to clients by improving Time to Doc metric by 23% for Business Banking originations
- Played a prominent role and added 100 FTE for the account through strategic discussion with the clients, which enhanced the performance revenue; contributed and worked on employee retention and succession planning and stabled attrition rate at 15%- 20% against the target of 22%
- Laid out the foundation of 'Control Your Business' by identifying the operational risks and implemented ways to mitigate
- Negotiated Service Level Agreements with clients & changed the SLAs for two processes from 100% to 98% in the contract
- Strong secession planning and internal job rotation to enable promotions opportunities within the business
- Achieved Zero Non-Lending Loss for consecutive 3 years in a row with strong quality and governance in the business
Assistant Manager
Steria India Limited
08.2004 - 08.2014
- Directed, led and motivated, 60 members and 4 teams; imparted continuous training for accomplishing greater operational effectiveness and efficiency
- Spearheaded the planning and implementation of process transitions including process mapping and documentation, estimation of staffing needs, training timeframes & escalation procedures
- Facilitated solving of business problems using proven methodologies/ innovative solutions that improve competitiveness, productivity, revenues and customer and employee engagement
- Monitored delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations
- Coveted ACE award for an all-round performance
- Numerous PAT on the back awards
- Award for best performance
- Coveted ACE award for an all-round performance
Education
Bachelor’s in Arts -
Lady Keane College
ShillongSkills
- Transformation
- Service Delivery Management
- SLA and KPI Management
- Process Enhancement
- People Leader
- Customer Service Operations
- Project Implementation
- Operational Excellence
- Revenue Enhancement
- Team Building and Leadership
- Stakeholder Management
- Regulatory Compliance
- Communicator
- Collaborator
- Intuitive
- Innovator
- Leader
- Motivator
- Analytical
- Team Builder
Awards And Rewards
- 2015, Gold Award
- 2016, Gold Award
- 2016, Game Changer Award
- 2016, BCM Crème Awards
- 2017, Client Special Award
- 2020, Gold award received for Performance Excellence.
- 2020-2023, Crème Award
- 2024-2025, Gold Award, Banking and Capital markets Summit award
- 2025 Pinnacle Award for Gross Margin accelaration
Languages
- English
- Hindi
- Bengali
- Assameese
Personal Information
Date of Birth: 03/31/YY
Executive Profile
Nearly 19+ years of experience in Operational Excellence across Banking & Capital Markets, Commercial Lending, Chargebacks and Credit Card disputes domain., Certified Green Belt, Graduate in leadership walk program, Proficient at managing & leading teams of 250+ FTE (AVP, Sr Managers, Managers and Functional Teams)., First-rate customers focus on exposure to the UK and AU market.
Key Impact Areas
- Transformation Management
- Service Delivery Management
- SLA and KPI Management
- Process Enhancement
- Customer Service Operations
- Project Implementation
- Operational Excellence
- Revenue Enhancement
- Team Building and Leadership
- Stakeholder Management
- Regulatory Compliance
Timeline
AVP (Service Delivery Leader)
Genpact
09.2014 - Current
Assistant Manager
Steria India Limited
08.2004 - 08.2014
Bachelor’s in Arts -
Lady Keane College