To handle challenging projects in reputed concern & to seek a position that will allow me to grow and to use my skills for the growth of the business.
Hi, I’m
Manikandan Jaganathan
Lead Rep
Chennai
Summary
Overview
19
years of professional experience
1
Language
Work History
Bank of New York Mellon
Lead Reperstive of Reconciliation/ Pricing/ NAV Transfer Agency and Trade Dealing
09.2014 - Current
Job overview
- Key Deliverables:
- Process & Operations Management
- Setting up & delivering service that meets SLA and delights the customer
- Managing the operations seamlessly and ensure timely service delivery by maintaining high levels of employee and customer satisfaction
- Ensuring process efficiency is reviewed periodically through time and motion study and capacity planning
- Undertaking responsibilities of removing wastes in processes; ensuring uniformity in the process understanding at the client’s and the organisation’s end
- Monitoring the overall functioning of processes, driving continuous improvements and implementing adequate measures and controls to maximise customer satisfaction level
- Conducting internal process audits & process reviews for ensuring strict adherence to SOP and controls
- Delegate, different job duties and responsibilities to the team to ensure that the work place runs effectively and efficiently without dependencies
- Quality Management
- Ensuring achievement of both end user and business quality standards as per client agreement
- Implementing various quality tools such as Gage R&R, Pareto analysis, Influx and Out flux, Side by Side monitoring for continuous improvement of RFT
- Generating innovative ideas from team members & implementing feasible ideas to maximize customer satisfaction levels
- Identifying Bottom quartile members and implement stringent monitoring and feedback mechanisms
- Conducting process refresher training to ensure critical errors and process updates are cascaded to the team
- Ensuring comprehensive error analysis done by team managers and necessary actions are taken on time.
- Periodic review with SMEs, Team leads and Managers on queries, accuracy and RFT and device viable plans for implementation
- Ensuring self-identified risks are raised and implement adequate controls to cover the risk
- Client Servicing
- Build strong partnership with clients by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Actively engage with global stakeholders by regular weekly/monthly conference calls to discuss quality, support model, change management, staffing, hiring & Training, forecasting etc.
- Addressing escalations for resolving critical issues; adhering to SLA’s delivery and customer compliances in operations & business continuity
- Team Management
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual, team & organisational targets.
- Responsible for Hiring, training, inductions, regular feedbacks, one on ones, performance Appraisals, Shrinkage and attrition management
- Conducting training sessions & in house forums to boost the technical and soft skills of the associates
- Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members
- Strived to inculcate basic discipline across the floor, in terms of dress code adherence/ breaks & schedule adherence policies.
- Took up various engagement activities viz., weekly fun activities, SPOT awards, monthly R&R, etc
- Continuous Improvement
- Identifying CTQ/CTP and implement six sigma projects to improve critical X for the process
- Implementing Lean initiatives and ensure the elimination of wastes in the process using VSM
- Implementing Kaizen initiatives to bring in changes for process improvements
- Developing, reviewing and implementing 90 days plan on continuous improvements ensuring adequate ROI is obtained periodically.
- Process Improvement Projects
- Improved customer journey through tactical workflow and automations solutions
- Sizeable reduction in Overtime thereby saving cost to Bank
- Achieved significant referral reduction thereby improved end user satisfaction
- Significant reduction in Customer TAT through SUT Reduction thereby improved Customer Satisfaction
- Improved process efficiency by Capacity Review thereby saving cost to Bank
- TAT Reduction on Fee collection process thereby saving cost to Bank
Serco Global Services Pvt. Ltd.
Sub Matter Expert/Process Trainer in Retail KYC
09.2009 - 09.2014
Job overview
- distinguished successes
- at Serco Global Services Pvt Ltd.
- Attained numerous awards exceeding 10 for exemplary performance and notable contributions within processes.
- 2 annual recognitions for outstanding performer/trainer
- Gained commendation emails from onshore process experts and senior managers.
- Led initiative to minimize query and repair challenges, culminating in successful project delivery. Earned nomination for global award acknowledging exceptional project performance.
Intelenet Global Services Pvt. Ltd.
Process Executive
08.2007 - 09.2009
Job overview
Education
Madras UniversityChennai
Master's Degree – MBA from Finance
01-2010
University Overview
Alpha Arts and Science CollegeChennai
Bachelor's Degree from Commerce
01-2007
University Overview
Skills
A dynamic professional experience in Operations Management, Team Management & Client Servicing in BPO and Captive operations
Experience in retail operation kyc and mutual fund transaction process
Green Belt certified in Lean Six Sigma with proven exposure to lean and repair in project 360
Perusing my Lean Six Sigma black belt course in varsigma consulting
Excellent communication & interpersonal skills with proven abilities in customer relationship management & Team Management
Strong working knowledge in advance Microsoft Excel, Word and Power point
Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual objectives
Strong numerical, analytical and logical ability skills, ability to develop reports, analyse and interpret data
Strong exposure in Capacity Planning and Business Continuity Plan
NOTABLE ATTAINMENTS
NOTABLE ATTAINMENTS
At BNY Mellon, Best process lead award in 2018, Idea master award for the 2017, Overall contribution of best individual and Team award in 2016
Best team award 2018 , 2022 and 2025
DECLARATION
DECLARATION
I hereby declare that the above-mentioned details are authentic and clear to the best of my knowledge.Timeline
Lead Reperstive of Reconciliation/ Pricing/ NAV Transfer Agency and Trade Dealing
Bank of New York Mellon
09.2014 - Current
Sub Matter Expert/Process Trainer in Retail KYC
Serco Global Services Pvt. Ltd.
09.2009 - 09.2014
Process Executive
Intelenet Global Services Pvt. Ltd.
08.2007 - 09.2009
Madras University
Master's Degree – MBA from Finance
Alpha Arts and Science College
Bachelor's Degree from Commerce