Jithendra R
West Mambalam, Chennai
Summary
Highly Organized, Customer focused & Result oriented banking process professional with 13 plus years of rich experience & expertise in the field of Insurance & Banking Operations, Business analysis, Process Excellence & Financial services. Looking for a challenging role in an esteemed organization where I can enhance my professional and Leadership skills, also by contributing my past to the organization.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Assistant Manager
TCS e-serve IL
Chennai
03.2012 - 07.2022
- Managed a FTE base of 70 across two locations as Assistant Manager – Operations
- Handled US Credit Card Service, Cash Reconciliation, AR\AP, Claims, AML & Inforce Processes
- Predict resources needed to reach objectives and manage resources in an effective and efficient manner.
- Determine and define project scope and objectives with the Client and Customer Lead.
- Assist management with career development activities for team members and team leaders including performance management, feedback and training
- Responsible for monitoring and managing the successful Transition of new process
- Ensure Service Level Agreements for the process are met as agreed upon with the client
- Conduct Weekly\Monthly meeting to review performance, assess issues and opportunities, and make adjustments to the plan as appropriate
- Exhibit a participatory management style, encourage collaboration between internal departments, build high-performing, results-focused, and productive teams, and reliably identify suitable talent for succession planning.
- Adept at devising and implementing robust operational processes with a track record of devising, evaluating and implementing continuous process improvements to reduce costs.
- Assist the senior management in restructuring business strategies based on changing market dynamics by evaluating impact of long-range planning, implementation of new programs, strategies and regulatory amendments.
- Excellent at participating in audits and implementing effective internal controls based on organizational policies and other
Process Leader
First Source Solution Ltd
Chennai
08.2010 - 11.2011
- Handled team of up to 30 to 40 resources working in the Inbound Customer Service process
- Accountable for team's adherence to standard operating procedures and Audit Compliance.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Scheduled appropriate number of employees to complete production line tasks.
- Managed key inbound metrics of the team such as Resource staffing, Staff/Login hours, AHT, Abandon Rate, Wrap Time, Queue management
- Responsible for team engagement and performance.
- Establish feedback mechanism to improve process.
Customer Support Executive
TCS e, Serve Ltd
Chennai
04.2008 - 05.2010
- Answer incoming customer phone calls and take appropriate action for each call
- Maintain customer satisfaction ratings based on explicit criteria set forth by the company
- Attend mandatory training sessions to stay updated on product or company policy changes
- Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Sales Consultant
Sutherland Global Services Ltd
Chennai
11.2005 - 02.2007
- Manage large amounts of inbound calls in a timely manner for US financial software
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to up sell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Communicate with customers to understand their sales goals and objectives
- Stay up to date with the latest sales trends and best practices
Education
Bachelor of Science - Hospitality Administration And Management
Tamil Nadu University
Chennai 06.2004 - 03.2007
High School Diploma -
MGR College of Hotel Management
Chennai 07.2002 - 03.2005
Skills
Operations management
Recruiting and interviewing
Employee performance evaluations
Leadership
Ability to Multitask
Product and Service Knowledge
Adaptability
Client Relationship Management
Business Analysis & Process Excellence
Stakeholder & Vendor Management
Hobbies
Photography
Travel
Watching Movies
Accomplishments
- Highest reduction on Clarification and NIGO percentage.
- 100% results on control report audit. for 12 consecutive months
- Contextual Master - Was a key member of the Offshore Analytics team, achieved in the development of successful implementation of reduction in cycle time for the transactions processed by 15/20mins by preparing process improvement plans using Six sigma methodologies, BPM process maps, SOP’s, Job Aids.
- BPS Champions League - Team Award in operations– by achieving the targets and the set goals. Key member in new transitions
- TCS Maitree Award - Award for an outstanding contribution to the organization
Tools Used
- BPM– For WFM monitoring (Real time & Scheduling).
- Microsoft Office, Outlook, Excel, PowerPoint
Timeline
Assistant Manager
TCS e-serve IL
03.2012 - 07.2022
Process Leader
First Source Solution Ltd
08.2010 - 11.2011
Customer Support Executive
TCS e, Serve Ltd
04.2008 - 05.2010
Sales Consultant
Sutherland Global Services Ltd
11.2005 - 02.2007
Bachelor of Science - Hospitality Administration And Management
Tamil Nadu University
06.2004 - 03.2007
High School Diploma -
MGR College of Hotel Management
07.2002 - 03.2005