Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Personal Information
Timeline
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BIDYASREE NAYAK

BIDYASREE NAYAK

kolkata

Summary

Highly accomplished and result driven Team Manager with over 12 years of experience in leading and optimizing operation processes working on the TCS BaNCS application, specializing in the UK insurance domain. Skilled at motivating others and developing strategies to increased productivity.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Team Manager - Operations

Tata Consultancy Service
01.2024 - Current
  • Supervised and managed two teams of 20 customer service representatives, ensuring that excellent customer service was provide to all customers.
  • Developed and implemented execution strategies.
  • Analyzed current processes and identified areas for improvement, resulting in increased customer satisfaction.
  • Prepare and present regular test status reports to stakeholders.
  • Ensure execution activities comply with internal standards and external regulations (especially critical in domains like insurance and finance).
  • Participate in meetings to align with business goals and deadlines.
  • Attending daily scrum Calls and issue Review Calls with Project manager, team members, developers and stakeholders.

Team Lead - Operations

Tata Consultancy Service
01.2019 - 01.2024
  • Assign tasks based on team members’ skills and project priorities.
  • Coordinated closely with other team to ensure that customer need were met and exceeded.
  • Developed and delivered team training sessions to ensure team member were up to date on the latest processes and procedure.
  • Analyzed current Processes and identified arrears for improvement, resulting in increased customer satisfaction.
  • Allocate tasks, monitor progress, and ensure adherence to timelines also provide guidance, mentoring, and training to junior team members.

Business process expert - BPS

Tata Consultancy Service
01.2017 - 01.2019
  • Looking into financial matters client invested in and providing financial assistance.
  • Investing on the lapsed policy of the client and look ways to reinstate the same by dealing with backlog financial clearance of the client.
  • Dealing with clients to collect due money for the dormant policies through the medium of credit card collection, bank direct debit, etc.
  • Trained associates on different worktype and conducting process knowledge test.
  • Regular connect with onshore SME on process streamlining discussion and exchanging process related updates from onshore. Also update the same in process guide.
  • Resolving technical queries and also auditing cases processed by associates.
  • To reduce queries and errors, prepared checklists and scenario logs for different work types.
  • Conducting sessions regularly with the processors to discuss process related challenges also passing appreciate feedback.
  • Maintaining and releasing monthly performance quality report for the processors at account level.

Process Enable - BPS

Tata Consultancy Service
01.2013 - 01.2017
  • Handling case on the platform TCS BaNCS, also have experience on platform of Citrix and Siebel.
  • Work on Pipeline Management up to certain level.
  • Daily Agreed Service Level (ASL) analysis and reporting to onshore counterparts.

Education

Bachelor in Accounts -

Kulti College
01.2012

Higher secondary -

Shree Marwari Vidyalaya
01.2009

Senior secondary -

Kulti Girls High School
01.2007

Skills

  • Leadership
  • Team Management
  • Problem Solving
  • Project Planning
  • Process Improvement
  • Customer Satisfaction
  • Process Streamlining

Certification

  • Lean Six Sigma Green Belt Certification
  • Certificate in Anti-Money Laundering
  • Certificate in Accounting Fundamentals
  • Fundamentals of AI Foundation
  • Agile Way of Working Foundation
  • Certificate in Insurance Concepts

Accomplishments

  • Received On The Spot Award for excellent work in the delivery of product and displaying creativity at work and receiving customer appreciation in writing.
  • Won 3 times Best Team Award for on-time delivery, commitment, and effort above and beyond prescribed duties and acceptance of new challenges.
  • Achieved 'Start Performer' award five times in FY17 & FY16 based on stack performance.
  • Part of Kolkata offshore transition team, cross-trained 12 new joiners in 5 different work types at Nagpur.
  • Led 3 work type migrations from onshore (Reinstatement, credit card collection & emailing) and successfully transitioned business from onshore to offshore.

Languages

  • English
  • Hindi
  • Oriya
  • Bengali

Personal Information

  • Date of Birth: 10/11/91
  • Gender: Female

Timeline

Team Manager - Operations

Tata Consultancy Service
01.2024 - Current

Team Lead - Operations

Tata Consultancy Service
01.2019 - 01.2024

Business process expert - BPS

Tata Consultancy Service
01.2017 - 01.2019

Process Enable - BPS

Tata Consultancy Service
01.2013 - 01.2017

Bachelor in Accounts -

Kulti College

Higher secondary -

Shree Marwari Vidyalaya

Senior secondary -

Kulti Girls High School

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BIDYASREE NAYAK