KRISHNAN KALPATHY

Key Works: 3D Secure Authentication, System and Process Building, Product Tweaking, Support Services, Risk & Issue Management, Market Landscaping, Professional Development Plan (PDP) and Career Development

• Developed a robust process for the Accosa/IVS Platform, reduced process-related errors. Conducted regular trials and reiterations, leading to an increase in process efficiency over six months
• Led a dedicated team comprising 17 members in operations and PMO governance, achieving an impressive 95% customer acknowledgment rate and an 85% issue resolution rate
• Managed NPCI SecurNxt program to implement EMV 3DS standard for all the Rupay Banks.
• Implemented product improvements based on customer experiences, leading to a decrease in user-reported issues
• Arranged resources for emergencies, ensured the effective management of program risks and issues, leading to a significant reduction in project delays
• Spearheaded the automation of daily, weekly, and monthly reports, enhancing data-driven decision-making efficiency
• Successfully implemented automated monitoring dashboards using Grafana, resulting in real-time performance insights
• Established a fully functional contact centre, leveraging the capabilities of the Freshdesk tool to streamline customer interactions and support
• Demonstrated exceptional resource management skills to optimize team performance and resource allocation for maximum productivity
• Mentored team members in driving their Professional Development Plans (PDP), thus contributed to increase the team’s skill proficiency
• Oversaw a 24/7 support team responsible for maintenance, customer support, issue resolution, root cause analysis, and driving continuous improvement
• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.

Key Works: Service Delivery and ITIL, Mobile App Post-Sales Operations, New Service Delivery Team Setup

• Managed the Service Delivery Operations team, overseeing the production environment and ITIL processes, resulting in streamlined operations and improved service quality
• Established a new service delivery team, responsible for operational activities such as new enrolments, reconciliation, and service desk support, ensuring smooth operations
• Played a pivotal role in the design, direction, and post-sales operations of a new Mobile Based App (PACCT) targeting schools and educational institutions, contributing to successful app adoption
• Formulated strategic plans for component development, aligning with future project objectives and contributing to long-term project sustainability
• Efficiently managed organisational changes and technological advancements to ensure smooth transitions and minimal disruption to critical IT services
• Collaborated with business analysts, developers, and technical support teams to define project requirements; worked effortlessly to reduce project rework and improve delivery timelines
• Provided effective leadership to colleagues, set clear goals, guided, and fostered a collaborative and productive work environment that encouraged innovation and professional growth
• Led requirements and analysis workshops for new project migrations, leading to reduction in project delays and improved cross-functional collaboration
• Assisted in organizing and overseeing assignments to drive operational excellence.

Key Works: Project and Team Management, Client Interaction and Presentation, Production Support and Shared Services

• Handled diverse projects concurrently, managed 15 projects for various banks, including 9 in Cards, 1 in Reconciliation, 4 in PoS, and 1 in MAPs
• Built a new service delivery team from scratch, hiring and training 60 members to handle all aspects of Card Issuance operations i.e., Generating Emboss, PIN Printing, Monitoring Transactions Processing, Running Batch Processing for Clearing/Settlement, Match off Process, Service Desk Activities, etc
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Delivered compelling presentations to potential clients during RFPs, leading to a positive client acquisitions rate
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Created and implemented Standard Operating Procedures (SOPs) for all operational tasks, resulting in a significant reduction in errors and an increase in process efficiency
• Monitored key performance indicators (KPIs) and metrics to assess process efficiency, identify areas for improvement, and drive performance optimization
• Implemented the SLM process for operational contracts with new clients
• Collaborated with business and account management teams to establish detailed Service Level Agreements (SLAs) for various business services
• Oversaw the production support operations team handling Prepaid, Debit, Credit, and smart card operations, contributing to a 99.9% service uptime
• Played a pivotal role as a leader in Management Information Systems (MIS)
• Contributed to data analysis and reporting, to informed decision-making within the organization
• Promoted Diversity & Inclusion, conducted performance appraisals and identified training needs, resulting in an increase in employee productivity and skill development
• Played a major role in securing ISO 9001:2000 Certification for FSS, Demonstrating Commitment to Quality and Adherence to Stringent Standards

• Key Works: Transaction Monitoring, Quality Standards, SLA Compliance, Performance Grading, Relationship Building

• Key Works: Global Card Conversion Project and Star Card Conversion Project, Card Conversion, Customer Queries