Chandan Chakraborty
COMMERCIAL OPERATIONS MANAGER
Kolkata,WB
Summary
Experienced operational leader with 14+ years in team management, commercial delivery operations, inventory management, and project management in the UK Telecom sector. Known for improving customer relationships, operational efficiency, and organizational benefits through transformation projects.
Overview
14
14
years of professional experience
2008
2008
years of post-secondary education
2
2
Certifications
Work History
Commercial Operations Manager - Specialist
BT E-SERV INDIA PVT LTD.
08.2022 - Current
- Responsible for management of delivery of managed billing including dispute resolution, customer PO management and reporting, unbilled, debt, service delivery and development.
- Responsible for management of delivery of end to end commercial, cost and service inventory including inventory build, cleanse, maintenance, management, data assurance, service delivery and development. Managing supplier performance, managing supplier pricing and negotiations, validation, and approval of invoices as well as dispute management and resolution.
- Managing a team of 25 Commercial Delivery Managers and supporting the functional delivery of the role. Team engagement, performance review, coaching and training.
- Achievements: Successfully lead commercial delivery of Contact Centre as a Service for a Global Logistic MNC.
Project Management Professional
BT E-SERV INDIA PVT LTD.
03.2021 - 07.2022
- Responsible for managing end-to-end delivery of high to medium complexity network delivery projects, that may involve a higher element of risk to business and require ability to use recognized project management methods.
- Experience in creating required project documentation and manages deliveries, creating project plan, communications plans, and milestones with end customers.
- Managing a team of 5-7 Project Coordinators. Managing team's performance, Take ownership and accountability of team's SLA targets & drive team to exceed or meet them at the minimum.
- Achievements: Successfully delivered projects of Data Center migration and Meraki SD-WAN, Cloud Phone rollout for multiple Enterprise customers in UK.
CDS TEAM LEADER
BT E-SERV INDIA PVT LTD.
04.2019 - 02.2021
- Leading a Billing team of 20- 25 members, keeping them engaged and motivating them towards achieving individual and team targets and delivering excellent standards of customer service by promoting operational excellence within team.
- Accountable for timely and accurate billing of managed services.
- Delivering efficiencies to business by way of transformation projects and identifying areas of missed revenue.
- Achievements: Achieved 99% employee engagement score in Q4 20-21 Employee Your Say survey.
- Achieved 100% Customer Satisfaction Survey in H1 20-21.
Subject Matter Expert
BT E-SERV INDIA PVT LTD.
07.2015 - 03.2019
- Accountable for end-to-end timely management for Customer Service Requests. Owning standard operating procedure.
- Do quality control of commercials and customer Proposals and Keep track of customer communication sent till implementation is complete and SR closure.
- Achievements: Successfully transitioned multiple contracts from bid and cross trained team members on new process.
Associate - Service Request Management
BT E-SERV INDIA PVT LTD.
04.2014 - 06.2015
- Manage Service requests. Validates and Assign Requests, manage commercials and customer Proposals, keep customer informed till implementation is complete and SR closure.
Senior Associate - Operational Accounting
ACCLARIS BUSINESS SOLUTIONS PVT. LTD.
02.2011 - 04.2014
- Worked in banking treasury operations. Which includes managing contribution from employees and from employers. Health care claim adjustment. Reviewing the claim documents and release or hold the payment as per SOP. Customer on-boarding process and closing of accounts.
Education
Bachelor - Commerce
UNIVERSITY OF CALCUTTA
Skills
Commercial strategy development
Contract administration
Delivery Management
Guiding team performance
Project coordination
Efficiency enhancement in processes
Effective organizational management
Service excellence
Project planning expertise
Resource allocation management
Certification
IACCM PRACTITIONER
Awards
- Just To Say - Global Commercial, July'2023
- Just To Say - Enterprise India PM, October'2021
- Spot Light Award - BT CDS, June'2020
- Award of Excellence - Acclaris Business Solutions, 2013
Transformation Projects
Bill Production Automation, 10/01/19, 07/01/20, The project was to automate the process of invoice generation and dispatch in billing system. It was handled by a Team of 5 FTEs. The project helped to automate 90% of invoice raised through billing system and has given an efficiency of 3 FTEs back to business.
Timeline
Commercial Operations Manager - Specialist
BT E-SERV INDIA PVT LTD.
08.2022 - Current
Project Management Professional
BT E-SERV INDIA PVT LTD.
03.2021 - 07.2022
CDS TEAM LEADER
BT E-SERV INDIA PVT LTD.
04.2019 - 02.2021
Subject Matter Expert
BT E-SERV INDIA PVT LTD.
07.2015 - 03.2019
Associate - Service Request Management
BT E-SERV INDIA PVT LTD.
04.2014 - 06.2015
Senior Associate - Operational Accounting
ACCLARIS BUSINESS SOLUTIONS PVT. LTD.
02.2011 - 04.2014
Bachelor - Commerce
UNIVERSITY OF CALCUTTA