Sports: Volleyball; Cookery & Kitchen, watching movies
Kumar Gautam
Assistant General Manager
Kolkata,WB
Summary
Versatile Assistant General Manager with 17+ years of global experience in Business process outsourcing industry into Customer Service ,Back Office, Multi Online Channel ( Chat ,Email ,SMS , Whats-app), Finance and Human resource operations across domains of Telecom ,Utilities and Media .Rich experience into Contact Center Delivery , Consultancy, Transformation ,Transitions,Site Set Up , Presale , Productivity Improvement and Process Reengineering with an excellent track record of client management and experience in managing multiple large portfolio across geographies
Decisive planner and analytical problem solver with skill in managing teams to meet stringent objectives. Personable and collaborative demeanor demonstrated through polished communication and willingness to apply team feedback to resolve challenges.
Overview
3
3
years of post-secondary education
17
17
years of professional experience
Work History
Delivery Head
Tata Consultancy Services LTD
Kolkata, West Bengal
11.2011 - Current
- Responsible for Service Delivery for large UK Based Utility Client with headcount responsibility of 1200+ associates based out of India/Philippines/UK ,managing voice, collections ,Sales ,Chat ,email and SMS business .
- Grew entire business from 10 FTE to 1200+ ($35-40m) in 3 different centers across globe
- Instrumental in delivering transformation projects across services to provide 10% productivity and cost benefits
- Lead efficiency improvement, change management and control in process.
- Client Relationship management, experienced in building GM/Director level relationship adopting best practice account methodologies.
- P&L management through a robust governance mechanism and to ensure margin improvement by implementing industry best practices.
- Adherence to contractual SLAs through comprehensive, transparent and fair performance management mechanism.
- Act as mentor to managers thereby enhancing there competencies.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Delivered full-scale business strategies resulting in increased customer satisfaction and operational enhancement.
- Engaged team members and improved performance by delivering daily updates and conducting regular meetings to obtain feedback and convey new policies.
- Prepared and reported project statuses, including metrics needed for various risk groups.
Assistant Operation Manager
Infosys LTD
Pune, Maharashtra
02.2004 - 10.2011
- Transitioned program from hiring to performance.
- Responsible for ensuring that customer operation service levels, quality and productivity goals are achieved.
- Driving efficiency program by process excellence. Six Sigma trained and green belt certified internally by INFOSYS L&D
- Responsible for ensuring continuous revenue is generated by program.
- Engaged in client facing activities for daily, weekly and monthly business reviews.
- Operational planning with 3-6 month view – staffing, transaction volumes, revenue and margin forecasts and plans to meet plans.
- Analyze statistical reports and other documentation to identify trends and implement strategies to further improve overall Quality of Service performance.
- In-charge of special projects: program affairs and program incentives to drive certain metrics.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Educated operations team on best practices, company policies and service excellence standards.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Education
Bachelor of Commerce - Accounting And Finance
Patna University
Patna, BR 07.1999 - 08.2002
Skills
Operations management
Change Management
Financial Management
Strategic planning and Business development
Cultural awareness and Teambuilding
Transition management
Negotiation
Interpersonal and client communications
Lean/Six Sigma/Agile/Scrum Master
Business Transformation
Interests
Visa
USA B/B2 until 2026 , UK Tier 2 WP until Sep 21
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
I am an innovative commerce graduate who have a knack to learn, deliver, respect and motivate other people both individual and in a group with ability to analyze/ diagnose complex situations to deliver solutions.I hereby declare that the information provided by me is true to my knowledge.
Dated: ________________
Kumar Gautam
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Delivery Head
Tata Consultancy Services LTD
11.2011 - Current
Assistant Operation Manager
Infosys LTD
02.2004 - 10.2011
Bachelor of Commerce - Accounting And Finance
Patna University
07.1999 - 08.2002