Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Gurcharan Singh

Senior Consultant
Mahagun Mywoods, Tower 22, Flat 00054, Greater Noida West Sec -16C, Uttar Pradesh

Summary

Over 15 years of experience in business operations management of Retirement Products, Commercial, Investment and Private banking. 8+ years of people management experience and successfully led multiple teams across locations. Managed transitions from client locations from delivery purpose including knowledge transfer and offshore training. Well versed with Operation Methodology, Client Relationship, Project Management and People Management. Team handling experience with independent responsibilities.

Overview

18
18
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
1
1
Language

Work History

Project Management Officer

Capgemini
Noida
01.2023 - Current
  • Managing PMO responsibility of 5 projects (Distributed, Mainframe, Network, Service Control, Global Command Center, InfoSec and Workplace Services) with the FTE count of more than 550.
  • Budgeting & Forecasting, Capacity Planning, Leave Loss Control, ISOW, Sprint Planning
  • Change & Incident Management, Procurement & Vendor Management
  • Resource Supply Chain - Onboarding & Off boarding Process
  • Asset Management, Access Management
  • Rewards & Recognition, Seat Management, Goodies Distribution, Time sheet tracking, L&D related activities etc.
  • Client visit management – Collaborate with CVE teams to ensure all needs are met for client visit to the location and to coordinate with respective teams.
  • Procurement related activities. GRN management (vendor Invoices) Purchases, AMC, etc.
  • Attending to all employee performance problems in accordance with company’s policies and procedures.
  • Maintaining projects data and preparing required reports, weekly/ monthly dashboards.
  • Involved in conducting regular team meetings and individual guidance sessions.
  • Monitoring the performances and jobs performed by team members for ensuring quality service.
  • Preparing daily reports & reporting the same to the duty manager. Resolving general process related queries with the team.
  • Performed root cause analysis on CSAT feedback for the engagement and identification of goals for teams.
  • Meeting the SLA’s & customer defined targets and at the same time ensuring the quality SLA’s for the client.
  • Organizing work within the team including quality scores, leaves, roasters, etc. & preparing incentives for the team.
  • Ensuring compliance with process specifications in order to maintain error free procedures and documentation.
  • Planning & executing action plans for underperformed metrics within the team & process.
  • Designing performance recognition and retention plan.


Project Management Consultant

Capgemini
Noida
05.2020 - 12.2023
  • Managing PMO responsibility of 5 projects (Distributed, Mainframe, Network, Service Control, Global Command Center, InfoSec and Workplace Services) with the FTE count of more than 550.
  • Staffing / FTE file management, Tracking and reporting of Attrition, SO management, Head count forecast, Organization mapping, Project code Management, tracking and reporting for AXA Managed Services
  • Coordinate with ICRES team for required actions that are raised as per business needs, like internal seat movements, Infra Devices, ID cards, space management (blocking meeting rooms) etc.
  • Rewards & Recognition, Seat Management, Goodies Distribution, Time sheet tracking, L&D related activities etc.
  • Client visit management – Collaborate with CVE teams to ensure all needs are met for client visit to the location and to coordinate with respective teams.
  • Procurement related activities. GRN management (vendor Invoices) Purchases, AMC, etc.

Assistant Manager - Operations

Capgemini
Noida
01.2016 - 05.2020


  • Managing service delivery of 6 teams of 25 FTEs in MFRP Project (Mutual funds and Retirement plans) for Royal Bank of Canada.
  • Achieving 100% defined targets & timelines to ensure Service Level Agreement (SLAs) are delivered with zero penalty.
  • 20% increase in monthly revenue by reducing buffer count by 5 FTEs.
  • Ensured business decisions that are financially responsible, accountable, and justifiable in accordance with organization policies and procedures.
  • Received C-SAT score of 5/5 from RBC for 2017 to 2019.
  • Received various appreciations from VMO, client customers and financial advisors for prompt & high-quality service delivery.
  • Identified and established multiple best practices to resolves issues or roadblocks in service delivery execution.
  • Established robust performance system to recognize and reward high performing employees & transparency.
  • Ensuring attrition control measures & succession plans are in place for critical resources.

Senior Operations Team Leader

iGATE Global Solutions
Noida
10.2012 - 01.2016
  • Introduction: Working in Mutual Fund process of Royal Bank of Canada and managing a team size of 10-12 employees
  • Key Deliverables as a, Leader
  • Overseeing management of operations to ensure execution of service agreements at or above the customer's standards
  • Enhancing business and maximizing profitability through quality customer servicing, effective, prompt communication and following-up on all pending matters
  • Attending to all employee performance problems in accordance with company’s policies and procedures
  • Maintaining projects data and preparing required reports, weekly/ monthly dashboards
  • Involved in conducting regular team meetings and individual guidance sessions
  • Monitoring the performances and jobs performed by team members for ensuring quality service
  • Interfacing with the client over the phone, through email & in person
  • Coaching and monitoring within the team
  • Conducting conference calls with the client discussing performance and key issues
  • Preparing daily reports & reporting the same to the duty manager
  • Resolving general process related queries with the team
  • Performed root cause analysis on CSAT feedback for the engagement and identification of goals for teams
  • Meeting the SLA’s & customer defined targets and at the same time ensuring the quality SLA’s for the client
  • Organizing work within the team including quality scores, leaves, roasters, etc
  • Preparing incentives for the team
  • Ensuring compliance with process specifications in order to maintain error free procedures and documentation
  • Planning & executing action plans for underperformed metrics within the team & process
  • Designing performance recognition and retention plan
  • Attending calibration calls with clients
  • This involves timely feedback to the client for any possible policy change or revisit over a particular policy to minimize the dissatisfaction over the service offered by client
  • Taking 1:1 session with the team members in order to know their personal development areas.

Customer Service Executive – (Quality Analyst)

HSBC Global Resourcing Center
12.2008 - 10.2012
  • Of Online Account Maintenance team (Vie Du Compte)
  • Doing Quality checks for all activities starting from accounting opening till account closing
  • Query analysis and resolution with a team of over 35 members
  • Product education / knowledge transfer.

Senior Customer Service Executive

First source Solution Ltd
09.2007 - 12.2008
  • Deliverable
  • Worked as a third party for Verizon Business Telecom Enterprises
  • Semi-Voice French Process
  • Involved with Verizon French Speaking Customer
  • Providing insights on their account.

Customer Service Executive

FINEDGE Private Ltd
01.2006 - 05.2006
  • Deliverable
  • Involved with Punjab Vodafone Postpaid Customer
  • Providing review of their account in Vodafone
  • Reviewing their account
  • Achievements
  • IGATE Global, :
  • Provided French training to a batch of 18 employees who will travel to Swiss for business purpose.

Education

Bachelor of Commerce - Commerce

University of Delhi
New Delhi
08.2001 - 03.2004

Senior School – 12th -

S.S.L.N.T. Gujrat Senior Secondary School
Raj Niwas Marg, New Delhi
04.2000 - 03.2001

Secondary School – 10th -

S.S.L.N.T. Gujrat Senior Secondary School
Raj Niwas Marg, New Delhi
04.1998 - 03.1999

Skills

Business Planning and Execution

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Certification

Young Emerging Professionals

Accomplishments

• Won Spot Award in 2021 and 2022.

• Won 2 "Contribution to Service Delivery" award in 2017,18 & 20 • Received certificate of appreciation from Royal Bank of Canada for best service delivery 2013, 2014 and 2016. • Won Pat on the Back Award and Best Team Leader Award in 2013

• Won Star Performer Award in 2012.

• Completed first stage of Lean Certification and have declared Lean Certified in May 2012.

• Quality Champ award for the month of April 2011.

• Superstar award for the month of July 2010.

• Best Team of the Quarter Award for Q1 2010

• Best Team Player Award for the month of September 2009

• Best Team of the Quarter Award for Q1 2009

Timeline

Project Management Officer

Capgemini
01.2023 - Current

Young Emerging Professionals

11-2021

Project Management Consultant

Capgemini
05.2020 - 12.2023

Assistant Manager - Operations

Capgemini
01.2016 - 05.2020

Six Sigma - Green Belt Certification

03-2014

Six Sigma - Yellow Belt Certification

01-2013

Senior Operations Team Leader

iGATE Global Solutions
10.2012 - 01.2016

Customer Service Executive – (Quality Analyst)

HSBC Global Resourcing Center
12.2008 - 10.2012

Senior Customer Service Executive

First source Solution Ltd
09.2007 - 12.2008

Customer Service Executive

FINEDGE Private Ltd
01.2006 - 05.2006

Bachelor of Commerce - Commerce

University of Delhi
08.2001 - 03.2004

Senior School – 12th -

S.S.L.N.T. Gujrat Senior Secondary School
04.2000 - 03.2001

Secondary School – 10th -

S.S.L.N.T. Gujrat Senior Secondary School
04.1998 - 03.1999

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