Jitendrakumar Mishra
Thane
Summary
Accomplished trade finance and customer relations professional with extensive experience in managing process operations and enhancing business performance. Coordinated with stakeholders to implement effective procedures and drive results. Led project teams both onsite and offsite, fostering motivation and training while delivering complex products and services.
Overview
22
22
years of professional experience
Work History
Manager
CITICORP SERVICES INDIA PRIVATE LIMITED
Mumbai
11.2022 - Current
- Demonstrated strong management skills by effectively engaging stakeholders and leading team members.
- Collaborated with bankers and internal teams to deliver trade solutions, enhancing customer service and satisfaction.
- Managing end-to-end processing of Import and Export letters of credit (LCs) and Standby LCs, ensuring compliance with International trade regulations and bank policies and Coordinating with internal teams, counterparties.
- Coordinated with internal teams and advised clients on structuring and documentation for trade finance products, ensuring smooth cross-border transactions.
- Provide expert advice and guidance to clients on trade finance solutions, ensuring compliance with regulatory standards and bank policies.
- Ensured compliance with trade regulations and resolved trade-related issues.
- Implemented process improvements to streamline operations and reduce costs.
Asst Manager
TATA CONSULTANCY SERVICES (Liberty India)
Mumbai
09.2020 - 11.2022
- Ensured timely resolution of incidents and service requests by meeting TAT and SLAs for all categories.
- Prepared and submitted daily dashboards to client, providing insights on team performance and issue resolution.
- Managed resource allocation to optimize team performance.
- Facilitated daily meetings and war room calls with teams and client to drive project alignment and address critical issues.
- Preparing daily reports/EOD reports/Productivity reports.
Asst Manager
TATA CONSULTANCY SERVICES (UAT Project)
Mumbai
10.2018 - 08.2020
- To plan, manage and report on all aspects of User Acceptance Testing in line with testing standards and processes.
- Determined key stakeholders and necessary resources for User Acceptance Testing to facilitate effective collaboration.
- Defined and obtained approval for testing scope to ensure all requirements were met during User Acceptance Testing.
- Captured and planned UAT preparation and test activities to ensure thorough testing coverage.
- Produced and obtained approval for detailed plans and schedules to align testing efforts with project timelines.
- Coordination of resources required to prepare environments and data.
- Reported progress to stakeholders at varying levels to maintain transparency and facilitate informed decision-making.
Asst Manager
TATA CONSULTANCY SERVICES (National Commercial Bank (NCB) & Al-Rajhi Bank (ARB))
Jeddah & Riyadh
01.2017 - 09.2018
- Led acquisition and transition of ARB project to TCS Women, Riyadh, ensuring seamless on-site project execution.
- Played a key role in business acquisition in KSA region and acquired business for TCS Women, Riyadh - KSA.
- Project management responsibilities include Business Presentation and acquisition, delivering project on time and within project scope.
- Established project deadlines and coordinated tasks to ensure timely project delivery.
- Coordinated with various internal resources and with client for the flawless execution of project.
- Executed comprehensive project activities including project scope, due diligence, proof of concept, knowledge capture, process flow chart redesign, roles and responsibilities, process solutions and controls, SOW agreement, resource allocation, band mixing, and project transition.
- Developed a detailed project plan to track progress.
- Perform risk management to minimize project risks.
- Facilitated collaboration between trade domain leaders and technology development and architecture teams to ensure successful delivery of business initiatives.
- Drove functional design of various trade processes with Trade technology and development teams.
- Built and maintained strong working relationships across a number of business units.
- Project scope includes Documentary Collection, LC Issuance & Advising, Collection & LC Settlement and Document Examination.
Asst Manager
TATA CONSULTANCY SERVICES (Citi bank International trade project)
Mumbai
10.2012 - 12.2016
- Leading a team of 18 members and ensuring smooth processing of transactions within SLA.
- Handling corporate activities of Trade like RCSA Audit, Scorecard, Key Performance Index (KPI), Incident Log, Operational Risk Incident reporting, Performance Management Review (PMR), and SPOC for Internal audit i.e., Internal Quality Management Services (IQMS).
- Ensure TAT for Import, Export LC.
- Trade Operations for CEEMEA countries like Citibank Algeria, Israel, Bulgaria, Cameroon, and Gabon & Asia Countries like Citibank India & Bangladesh involving Import /Export LC.
- Engaged with clients weekly/monthly to identify and address risks or highlight accomplishments.
- Motivated team members through engagement activities, fostering a collaborative work environment.
- Cross-trained team members to ensure operational continuity during high-volume periods.
- Monitoring & reviewing pend file to understand the transactions pended in the queue are for valid reasons.
- Share Monthly Decks to the client on the metrics of transactions processed.
- Reverse migrated the LC Issuance process from Kolkata to Mumbai under Split process of 60:40.
Team Leader
TATA CONSULTANCY SERVICES (Citibank Credit Card Services)
Mumbai
11.2008 - 09.2012
- Managing a team of 17 FTEs.
- Mentored junior staff on compliance and risk management practices.
- Handled escalations and trained new joiners on production floor to ensure smooth onboarding and issue resolution.
- Participated in regular meetings with senior leadership to update on team progress and align on strategic goals.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Ensured timely project completion to meet organizational deadlines.
- Maintained a positive work environment that fostered collaboration and teamwork among members.
- Taking inbound calls for Credit card services & selling multiple products.
- Addressed customer inquiries and escalated issues.
Sr. Technical Support Executive
STREAM INTERNATIONAL (HP & Dell technical support)
Mumbai
11.2006 - 09.2008
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Led team in HP & Dell Desktop inbound process, managing hardware and software troubleshooting for desktops and printers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Aligned process metrics with operational standards to enhance service delivery.
Technical Support Executive
WIPRO (Dell desktops & Laptops)
Mumbai
09.2005 - 09.2006
- Handled calls for desktop and laptop support, ensuring timely resolution of user issues.
- Achieved set metrics for response time and customer satisfaction in support processes.
- Resolved escalated customer service issues in a timely manner.
- Delivered technical assistance for hardware and software issues, enhancing customer experience.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Guided users in troubleshooting and optimizing their Dell products and services.
- Educated customers on product features and best practices for usage.
Customer Service Professional–Voice Sales Service
INFOWAVZ (Direct TV & Dish Network Satellite)
Mumbai
04.2004 - 09.2005
- Met daily sales goals by actively engaging with customers and promoting products.
- Handled inbound calls for satellite dish sales, delivering personalized service to customers.
- Earned recognition from management for delivering exceptional customer service and resolving inquiries effectively.
- Handled customer complaints with empathy and professionalism.
- Assisted customers with technical inquiries and service setup.
- Educated customers on equipment usage and troubleshooting techniques.
- Provided detailed product information to enhance customer understanding.
- Supported team success by consistently meeting operational metrics, enhancing overall performance.
Education
Bachelor’s Degree - Business Administration (BBA)
Bhartiya Shiksha Parishad
Uttar Pradesh01-2006
HSC -
University of Mumbai
Mumbai, India01-2003
SSC -
University of Mumbai
Mumbai, India01-2001
Skills
- Trade finance solutions
- Trade operations management
- Project management
- Operations management
- CRM management
- Client engagement
- Team leadership
- Staff development
- Performance evaluation
- Problem resolution
- Problem-solving
- Effective communication
Languages
- English
- Hindi
- Marathi
Personal Information
Date of Birth: 02/14/86
Timeline
Manager
CITICORP SERVICES INDIA PRIVATE LIMITED
11.2022 - Current
Asst Manager
TATA CONSULTANCY SERVICES (Liberty India)
09.2020 - 11.2022
Asst Manager
TATA CONSULTANCY SERVICES (UAT Project)
10.2018 - 08.2020
Asst Manager
TATA CONSULTANCY SERVICES (National Commercial Bank (NCB) & Al-Rajhi Bank (ARB))
01.2017 - 09.2018
Asst Manager
TATA CONSULTANCY SERVICES (Citi bank International trade project)
10.2012 - 12.2016
Team Leader
TATA CONSULTANCY SERVICES (Citibank Credit Card Services)
11.2008 - 09.2012
Sr. Technical Support Executive
STREAM INTERNATIONAL (HP & Dell technical support)
11.2006 - 09.2008
Technical Support Executive
WIPRO (Dell desktops & Laptops)
09.2005 - 09.2006
Customer Service Professional–Voice Sales Service
INFOWAVZ (Direct TV & Dish Network Satellite)
04.2004 - 09.2005
Bachelor’s Degree - Business Administration (BBA)
Bhartiya Shiksha Parishad
HSC -
University of Mumbai
SSC -
University of Mumbai