Bhaskar Chatterjee
Summary
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
1
1
year of professional experience
2
2
English
1
1
ITIL
Work History
IT Program Delivery Manager-Ops, Transition, Delivery,Support
- B.Sc
- (Honours) graduate with in-depth knowledge of Banking Infrastructure, with expertise for last 20years in driving Cloud & IT Infrastructure services following the best practices of Project Management to provide cost-effective optimum solution for implementing technical controls meeting OLA/SLA
- An opportunity to effectively use my managerial, cross-border collaboration, technical, client servicing skills into practice to produce the maximum result for the organization – functions with minimal supervision.
Sr. Proj. Mgr Global Ops & Services Delivery
IWTech
- Worked across domain as delivery manager handling multiple IT projects
- Handled multi-site location projects leading 12 teams
- Responsible for end-to-end Multisite Ops, delivery, resource management and execution of projects
- Responsibilities include directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams
- Agil ops-Scrum dutyResponsible for resource planning
- SAP Integration & Greenfield project management.Supervised 200+ workforce
- Oracle DB Disaster Recovery Track UC4 upgrade Responsible for cost optimization, monitoring escalations and mentoring the team members
- Stepping up Cloud service ops with increased footprint/migration in a dynamic global digital environment.client specific/targeted actions invovement was there for SOX controls& coordination/mngt.
Consultant as Global IT Infra Tech. Ops & Dely. Mngt.
HCL Tech
- IT infrastructure compliance/security requirements and audit review arecomplied with.Day management of the Infra Ops Team working with the Track Leads (Wintel, UNIX & Storage, Databases, Firewall, Security Applications, Cloud, Tools, COE, and ALLIANCES).Main contact to coordinate and communicate with other teams and parties
- Required to be on call / aid Service REVIEW of E2E Ops.Manage P1 and P2 incidents to coordinate the resolution by the team
- Oracle DB Disaster Recovery Keep InfraOps Head informed of progress and escalate if required
- SAP-MM & Transportation project/Escalations management.Oracle DB Disaster Recovery Review Post Incident Report submission
- Responsible to consolidate the team deliverables &consolidate responses.Take the lead to design, upgrade and implement infrastructure and other assigned initiatives/projects
- Track UC4 upgrade Providseconceptualisation of a product with Data and Analytics and further supporting the same for a tenured period/technical guidance to team and provide technical advice to EngOps Manger and InfraOps Manager.Perform vendor and service delivery management review for IT system implementation & support.etc inclusive of global complex digital environment
- Stepping up of the service operations in cloud-AWS/Axure with increased foot prints & migration from physical box environment to environment to cloud migration in client biz directed ETA
- SOX controls coordination/management19C upgradeManaging multi-vendor
- Stake holder expectation as well definitely working with SME teams to ensure architectural changes and datawarehousing safeguard
- Planning-Communication handling & Multi geo/vendor activity excelled.
IT Program Manager
MTL
- Handled wider technology functions for banking and finance clients
- Beyond the technology function, was also responsible for development and UI/UX functions
- Responsibilities include setting up ODCsand also managed multi domain cross-functional business units and was a key stakeholder in business level discussions with clients and vendors.
Business Excellence Cons
Tech Mahindra
- Managing cross-functional process excellence for a Retail-FMCG domain multi geo large client
- The role involves overseeing the functions ensuring zero escalation, zero error and planning the resources to maximum optimization meeting business requirements
- System implementation & support.etc inclusive of global complex digital environment
- Stepping up of the service operations in cloud-AWS/Axure with increased foot prints & migration from physical box environment to environment to cloud migration in client biz directed ETA
- SOX controls coordination/management19C upgrade Managing multi-vendor
- Stake holder expectationsystem implementation & support.etc inclusive of global complex digital environment.
Associate Consultant -CC/IT IS
TCS Limited
- Worked across domain as delivery manager handling multiple IT projects
- Handled multi-site location projects leading 12 teams
- Responsible for end-to-end design, delivery, resource management and execution of projects& directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams
- Responsible for resource planning
- Supervised 400+ workforce
- Managing multi-vendor
- Stake holder expectation as well definitely working with SME teams to ensure architectural changes and datawarehousing safeguard
- Agile ops & scrum duties
- Planning-Communication handling & Multi geo/vendor activity excelled
- Responsible for cost optimization, monitoring escalations and mentoring the team members.
Team Leader – Operations
Cli3l E-services
- Responsibilities include directly managing floor level activities which cover executive management, client management and overseeing reviews with the internal teams
- Had more than 40 direct reports(Leads, supervisors, Process SMEs, Trainers, QA, Ops Analyst etc.)
- As an executive client management in charge, handled diverse processes in the delivery chain including handling reviews, leading internal teams on technical and finance jobs and client campaigns with leading the dialler management team.
CallCenter Manager
VRTL
- Worked as the team leader for the UK process for contact centre operations
- Overseen high-volume accounts with targets on sales and escalation, sales management vis
- A vis
- Revenue management.Lead teams involved in business enterprise level interactions doing calls and business collection.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Evaluated data to identify trends and determine customer service needs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Determined quality assurance benchmarks and set standards for improvement.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Developed quality employees within call center to take over leadership positions.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Implemented innovative service strategies to improve customer experience and engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Established and oversaw performance targets for call center associates.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Created team rotations to man center effectively during peak hours.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed senior-level personnel working in marketing and sales capacities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Call Center Manager
CDM
- Managing teams involved in Infra, AMS, Devops and contact centre operations
- Worked as the contact centre manager along with handling other technical responsibilities
- Had 6 directly reporting teams with 8 module leads of various functions
- As the contact centre manager, I was operating as the third highest position from the board.
Team Leader
MTPL
- Worked as the team leader for the US &UK process in contact centre operations
- Lead teams involved in business enterprise level interactions doing calls and business collection
- Overseen high-volume accounts while heading two teams (25 members+ each) and mentoring three junior team leaders
- Developed, managed and overseen campaigns for cost optimization.
Process Associate
GECIS
- RFS & VFS Back office cum customer-centric teamwork
- Worked on administrative programs, where I played a key role in introducing new programs, ideating them and coordinating to take the programs live which had great returns for the company
- Worked towards cost reduction within the organization through multiple processes and implementations at various scales
- Designed and executed the blackbelt project which reduced 70% of the working time& 38%+ staffing.
Asst. Manager Customer Services/Support
TRPL
- Responsible for company administration along with client relationship and customer satisfaction
- Worked out of the corporate office and was the core point of contact for clients handling client documentation, project and delivery tracking
- Responsible for reviewing and approving programs before sending to the client
- Handled multiple roles during the tenure which took me to the second highest position within the company.
Office Executive
MMML
- Responsibilities include assisting the internal administrative operations, managing day-to-day activities, managing financial books and technical aspects of the company
- As a key member in the operations line, was responsible for keeping real-time track of every aspect of the company, ensuring no delay in processes along with handling client service.
Consultant
CINSPL
07.2015 - 06.2016
- Worked as a consultant advising on client M&A review/contract documentation, client delivery, client reviews and operations forecasting and delivery planning
- Worked on advising the management to take business-critical decisions based on the reviews and direct the team on the way forward.
Education
Skills
Global IT Infrastructure Mngt
Business Risk Mitigations
Operations Delivery Mngt
Budget/Revenue Mngt
Vendor Relationship Mngt
Large Program Management
IT IS Transformations
Digital Trans & Trnsformation
Dot –Java-Jira-c/stack Mngt
DB/Storage/Packaging/etc
AWS-Azure/Cloud service ops scaling up in tight ETA for Niche clientele in previous few employers
Cloud Capacity/Migration Mngt
ITSM Implementations
Config & Capacity Mngt
SDLC-Quality Mngt with brands likeAVIVA,, PROXIMUS, GUL, & Banking products by major employers
Transportation mngt, ESC Ctrl
Scrum functions
Portfolio/Project Management
Operations Management
SLA Management
IT Service Delivery
Relationship Management
IT Management
Program Management Change
Communication Management
Management Program Governance
IT Operations Delivery
Budget/Revenue Management
Infrastructure
AMS
Devops
Management Capacity Management
IT Service Management
MIM/PM/CM-CAB/KM/Risk Analysis & Mitigation
/DR
KMDB
CMDB
Conflict Resolution
Vendor Management
MIS/Documentation
Resource Optimization
Service Improvements
Process Improvement
Passport - Details
Avl on request - Valid till 08/20/2030
Training
- Foundation Certificate in IT Service Management V3
- Large Program/Account Management 2012
- PMP (Project Management Professional) Training
- Leadership and Communication Skills
- Service Delivery Manager Training
- Business Excellence in 2009
- Business Advisor Capability2009
- Knowledge Transition Program 2009
- ISO 14001 Standards: Awareness 2009
- LDP Leadership Bench - Leadership Skills for PLs 2008
- Cross-Culture Sensitization - Cultural Diversity in Business 2008
- LDP-Leadership Bench - Managing Global Teams in 2008
- Concur to Conquer in 2007
- Reaching for the Stars in 2007
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 400 staff members.
- Documented and resolved Change and Risk issues which led to arrested hacking & reducing incident tickets MoM,QoQ .
- Achieved reference handbook creation with accuracy and efficiency with successful double level review of such documents..
Certification
ITIL
Timeline
ITIL
12-2022
Consultant
CINSPL
07.2015 - 06.2016
IT Program Delivery Manager-Ops, Transition, Delivery,Support
Sr. Proj. Mgr Global Ops & Services Delivery
IWTech
Consultant as Global IT Infra Tech. Ops & Dely. Mngt.
HCL Tech
IT Program Manager
MTL
Business Excellence Cons
Tech Mahindra
Associate Consultant -CC/IT IS
TCS Limited
Team Leader – Operations
Cli3l E-services
Call Center Manager
CDM
Team Leader
MTPL
Process Associate
GECIS
Asst. Manager Customer Services/Support
TRPL
Office Executive
MMML
CallCenter Manager
VRTL