Dipesh Solanki
Banking
Mumbai
Summary
Certified Six Sigma Green Belt with substantial experience of over 10 years in Operations Management, Process Management and Transition Management, primarily in Banking & Cards domain
Proficiency in driving KPI including CSAT / NPS and stabilizing processes while ensuring smooth commencement of operations; excelled in achieving operational targets & service delivery metrics.
Overview
10
10
years of professional experience
Work History
Team Lead/Manager
- Oversaw the entire Transaction service operations for a major international bank
- Acted as a liaison between the client and the team to handle any operation-related queries and provide information
- Drove initiatives and process improvements from the team to add value to the services provided to the client
- Reviewed and updated Standard Operating Procedures by incorporating the latest process updates and nuances
- Conducted monthly business reviews with the client, as well as weekly calls to update them on the unit's health and performance
- Performed quality checks for all the processes being carried out in the unit
- Conducted bi-yearly appraisals and monthly one-to-one reviews for team members
- Ensured zero non-conformance instances in client and internal audits
- Ensured compliance with Turnaround Time (TAT) for ad-hoc requests from clients
- Certified in LEAN/Green Belt Projects.
Senior Process Associate
- Preparing reports such as MIS, inventory, and other stipulated documents as directed by management
- Identifying opportunities for process improvement and initiating initiatives
- Conducting proactive reviews of process flows to identify gaps and recommend control measures for improvement
- Responding to client inquiries regarding process-related matters
- Conducting quality checks based on the stipulated sample size, preparing defect trackers and QC reports
- Ensuring compliance with information security and RCSA (Risk Control & Security Awareness) requirements for self and team and assisting with the necessary documentation
- Ensuring compliance with TAT (Turnaround Time) for both regular and ad-hoc client requests
- Actively seeking out opportunities for Kaizen/LEAN projects.
Quality Specialist
- Accountable for processing transactions according to defined procedures and process flows
- Ensuring compliance with SLAs for productivity and quality standards
- Reporting process-related exceptions and issues to the supervisor/SME/manager
- Identifying opportunities for process enhancements and initiatives
- Implementing process and team updates from both the client and the organization.
Transition Team
Tata Consultancy Services
07.2014 - Current
- Handled multiple incoming process transitions
- Evaluate the current state and identify areas of improvement
- Develop a transition plan outlining goals, timelines and key milestones
- Communicate the upcoming changes to all relevant stakeholders
- Address concerns and provide necessary training or resources
- Train the team on the new process, tools and procedures
- Integrate the new process seamlessly with existing systems
- Establish key performance indicators (KPIs) to measure the success of the new process
- Regularly monitor and evaluate performance against the metrics
- Provide ongoing support for any issues or questions related to the new process.
Associate -Ops
WNS Global Service Pvt.Ltd
10.2011 - 5 2013
- Worked with system such as SAP, Siebel, Microsoft Outlook
- Replying directly to British gas customers through emails about their Gas and Electricity enquiries
- Entering Meter Reading through SAP or Siebel, generating and sending bills or statement for customer according to the consumption of Gas and Electricity used
- Ensuring that the emails which we send to the customers are appropriate and accurate
- Co-coordinating with the local office in UK through Outlook in order to ensure that customer query is handled in the best possible way we can.
Education
Bachelor's - Commerce
KJ Somaiya College of Arts And Commerce
Mumbai 04.2001 -
Skills
Operations Management
Process Management
Transition Management
Service Delivery
Performance Improvement
Internal Audits
Client Management
Business Continuity Planning
Risk & Compliance
MIS & Reporting
Team Management
Security Development Lead
Profile Objective
An experienced and dynamic business professional with over 11 years of management experience in Banking back office operations as PMO, Project Manager, Transformation, Team Lead possessing resourcefulness, innovation, and creativity. To work with high level of responsibility and a challenging value based working environment. So that my knowledge can be utilized and broadened to its optimum extent.
Additional Skills Certification
- Certified Contextual Master
- Certified Lean Six Sigma Green Belt
Education Summary
KJ Somaiya College of Arts and Commerce, Mumbai, Bachelor of Commerce, 2007-2011
Timeline
Transition Team
Tata Consultancy Services
07.2014 - Current
Associate -Ops
WNS Global Service Pvt.Ltd
10.2011 - 5 2013
Bachelor's - Commerce
KJ Somaiya College of Arts And Commerce
04.2001 -