Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Declaration
Timeline
MAGESH AKILESWARAN

MAGESH AKILESWARAN

Summary

  • Looking for an Operations role as I am a competent professional having 11.5 years of experience in BPO Operations majorly in Finance domain with expert knowledge in Investment Banking and 2.5 years in Testing.
  • Highly successful in meeting & setting KPI & SLA targets and planning areas of improvement; excellence in managing end-to-end process operations with focus on quality deliverables within specified service norms.
  • Success in customer facing roles with experience in evolving strategies that improved customer satisfaction; delivered service in line with agreed controls and procedures.
  • Experience in managing entire process operations & leading continuous improvement initiatives for ensuring maximum operational efficiency around areas of PAS - RR Setup (Register Representative), Account Transfers, Entitlements & Customer Support, Account Opening and Mutual Fund & Cash Reconciliation
  • Expertise in ensuring fast & accurate transaction processing, reviewing the entire process and initiating process improvements, as well as ensuring that each transaction is cleared, settled and reconciled according to regulatory and internal control requirements.
  • An effective communicator with excellent problem-solving, analytical, interpersonal, relationship building, decision-making & team management skills; possess a creative & innovative mind with strong client servicing acumen.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Quality Analyst

Legato Health Care Technologies
02.2021 - 07.2022
  • Worked closely with development team to ensure applications are tested to defined level of acceptance
  • Report defects and work closely with other teammates to get them fixed
  • Worked as SPOC to clear abended jobs during cycle run
  • Played vital role as Scrum master by clearing out impediments effectively
  • Ensured that project requirements are defined and elaborated on in-time, so that team members are clear on relevant product features
  • Worked on continuous improvement of team's output through sprint reviews with stakeholders
  • Mentored team to keep improving team-specific factors such as relationships, tools, work environment, and processes through sprint retrospectives
  • Applications
  • WGS Claims Application
  • Jenkins
  • Jira
  • CTM tool for Scheduling jobs

Lead Representative

Pershing India operational services LLC, BNY Mellon
03.2010 - 08.2020
  • Role:
  • Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures.
  • Setting out in-house quality standards, ensuring a high-quality customer experience while adhering to the SLAs, tracking escalations and managing key performance indicators.
  • Leading daily service delivery and proactively conducting team huddles to discuss about continuous development & improvement of services in accordance with targets / objectives.
  • Understanding requirements through client interaction, thereby providing the effective resolution.
  • Designing & streamlining processes to ensure smooth functioning of the business operations.
  • Monitoring the performance of the team; ensuring that all escalations are made in a timely manner and that corrective actions are taken.
  • Scheduling & managing call on a weekly basis with Onshore team for analyzing, tracking and communicating updates in a timely manner within the query management expectations.
  • Raising a red flag to the management whenever any issues or escalations arise in the process.
  • Conducting internal trainings sessions and mentoring team mates; performing Root Cause Analysis for any recurring errors & providing timely feedback on the health of the process to the management.
  • Being a subject Matter Expert I always ensured all processes, procedures are documented to standard guidelines & also shared with cross functional teams and internal collaborators to have better client experience.
  • Ensured all KCS documents are created and modified if any new update received.
  • Initiating Incident Management by recognizing or verifying an issue reported through request management.

Service Provider

Accenture
04.2009 - 03.2010
  • The process starts with the installation of machines as per the requests of the client (Pitney Bowes).As a part of this the machines before reaching to customer has to get licensed.
  • In the second part we will charge for the machines that are in use by the customer for the certain period.
  • The final part of the process is de-licensing in which the given period for the use of machines to the customer will be completed and the license of that particular machine will be cancelled.

Process Associate

Citigroup Global Services
07.2007 - 07.2008
  • Payout is the core process of the security release team, where the financial exposure is high.
  • It's a process where the customers send a CMS pmt to apply into a/c and also request for the loan closure.
  • The responsibility of the team begins here as payment posting and carries to the settlement happens and also releasing charge on the Property

Education

Bsc. - Biotechnology

S V Degree College, S V University
2008

Skills

  • BPO Operations Management
  • Client Onboard Processing
  • SLA / TAT / Escalations Management
  • Customer Relationship Management
  • Team Management & leadership
  • SOPs Development / MIS Reporting
  • Quality Management & RCA
  • Cross-functional Coordination
  • Operational Reviews
  • Communication Skills
  • Leadership skills
  • TECHNICAL SKILLS
  • MS (Word, Excel, PowerPoint) Lotus Notes World Check LexisNexis FINRA IFPD PAS BADC SOPTS
  • Netx 360 NetxPro Rumba CRM on Demand and other applicable surveillance systems

Certification

Scrum Master Certification

Additional Information

  • Awards Won: 2 Bow Awards 3 Bravo Awards , 1 Spotlight Award

Declaration

 I hereby declare that all the details provided above are true to the best of my knowledge 

Timeline

Quality Analyst - Legato Health Care Technologies
02.2021 - 07.2022
Lead Representative - Pershing India operational services LLC, BNY Mellon
03.2010 - 08.2020
Service Provider - Accenture
04.2009 - 03.2010
Process Associate - Citigroup Global Services
07.2007 - 07.2008
S V Degree College, S V University - Bsc., Biotechnology

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