Summary
Overview
Work History
Skills
Accomplishments
Certification
Personal Information
Languages
Disclaimer
Timeline
Generic
M. Vivek

M. Vivek

Chennai

Summary

Dynamic Data Conversion & Business Analyst with a proven track record at Wipro Limited, excelling in requirements analysis and stakeholder communication. Recognized for implementing operational excellence strategies that enhanced service delivery. Adept in Excel and team leadership, driving continuous improvement and achieving zero-day turnaround on high-priority issues.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Data Conversion & Business Analyst

Wipro limited
Chennai
07.2024 - Current
  • Collaborated with cross-functional teams to analyze and document business requirements, ensuring strategic alignment.
  • Translated complex business needs into functional specifications and user stories for stakeholder clarity.
  • Conducted gap analysis and process mapping, identifying inefficiencies and recommending data-driven solutions.
  • Led user acceptance testing (UAT) to support change management and ensure successful system implementation.
  • Logged and updated incidents in ServiceNow, ensuring accurate categorization and timely resolutions.
  • Performed basic configuration tasks under supervision, modifying forms, fields, and UI policies.
  • Processed user access requests through Service Catalog, maintaining compliance with internal policies.
  • Generated reports and dashboards to monitor incident trends and SLA compliance.

Team Leader – Service Delivery

Hapag Lloyd Global Services Pvt. Ltd
Chennai
05.2019 - 06.2024
  • Managed customer service operations for four regions with a team of 45 members.
  • Developed strong relationships with stakeholders to improve service delivery processes.
  • Worked with offsite teams to analyze customer expectations and implement process enhancements.
  • Guided daily activities of the team to ensure effective operational performance.
  • Established service standards that drove business excellence throughout operations.
  • Oversaw operational metrics and KPIs to support continuous improvement objectives.

Process Expert

Barclays Shared Services
Chennai
06.2016 - 02.2019
  • Oversaw management of customer service complaints within UK Retail Banking, ensuring compliance with service level agreements.
  • Led performance management for a team of 25 members, enhancing operational effectiveness.
  • Facilitated regular client interactions and communicated feedback to the team for continuous improvement.
  • Maintained process dashboards and monitored transactions across operations for optimal efficiency.
  • Implemented operational excellence standards in target setting, procedures, and corrective actions.
  • Achieved zero day turnaround time on high-priority complaints through a reduction in referrals to onshore.

Process Advisor

Barclays Shared Services
Chennai
02.2013 - 05.2016
  • Maintained productivity tracker, ensuring 100% quality in case processing.
  • Tracked workflow on BAU complaints, prioritizing breached cases.
  • Served as backup for Process Expert during absence.
  • Received EXCELLENCE Value award in 2016 for outstanding performance.
  • Achieved EXCELLENCE Value award in 2018 for dual role efficiency as IC and Team Leader.
  • Honored with SERVICE Value award in 2018 for mitigating late log controls.

Skills

  • Operational excellence strategies
  • Automation project oversight
  • Transition management
  • Leadership and team development
  • Resource management
  • Risk analysis techniques
  • Stakeholder communication
  • Requirements analysis and testing
  • Process mapping and optimization
  • Excel expertise
  • ServiceNow knowledge
  • ITIL framework understanding
  • L3 - Copilot certification holder
  • Snowflake skills

Accomplishments

  • Won Rock star award twice in a year for successfully submitting the“Documentation control” & “Cost touch point – Governance Model” project
  • Supported and implemented to create a cost touchpoint, governance model to prevent revenue loss for the business using Power BI, and yields $16M savings to the company
  • Eliminated the non-value added in the process applied the Lean principle and submitted the project in Documentation control.
  • Minimized the errors/amendment created an Amendment/Error predictive model by using predictive analysis in ML.
  • Worked on project Volume forecasting model to have a better resource planning & cost optimization.

Certification

  • L3 - Copilot certified
  • Snowflake

Personal Information

  • Father's Name: R. Mohan
  • Date of Birth: 04/21/91
  • Gender: Male
  • Nationality: India

Languages

  • Tamil
  • English
  • Telugu

Disclaimer

I hereby declare that all the information furnished above is true to the best of my knowledge. I assure you that I would captivate organization by my performance.

Timeline

Data Conversion & Business Analyst

Wipro limited
07.2024 - Current

Team Leader – Service Delivery

Hapag Lloyd Global Services Pvt. Ltd
05.2019 - 06.2024

Process Expert

Barclays Shared Services
06.2016 - 02.2019

Process Advisor

Barclays Shared Services
02.2013 - 05.2016
M. Vivek