Melwyn Manuel Cardoz
412, Building D28, Wasl Village, Dubai
Summary
Over 23 years of experience in Banking Operations, specializing in Business Process Excellence, Risk & Control, and Service Management. Achieved a revenue goal of 100CR INR for FY24-25 while managing operations for over 800 FTEs. Improved Production Process Quality from 94% to 98.50% and successfully handled compliance with new regulations. Certified Lean Six Sigma Green Belt, with ongoing pursuit of Black Belt, demonstrating commitment to continuous improvement and operational efficiency in managing SLA's , Profit and Loss and Process Budgeting.
Overview
24
24
years of professional experience
Work History
Senior Delivery Leader
Tata Consultancy Services
Mumbai
09.2021 - Current
- Responsible for managing business operations (DHL project in the TTH domain).
- Managing learning and development, and quality verticals through the Agile method.
- Increased business operation profit margins from 11% to 23% through the implementation of a transaction-based billing model instead of the FTE model, and delivering results without penalty on KPIs and SLAs.
- Led initiatives to enhance Net Promoter Score, Average Handling Time, and Customer Satisfaction.
- Coached delivery teams to take accountability for delivery, risk, and issue management.
- Established procedures for tracking progress against timelines and budgets.
- Drive employee engagement initiatives and activities through recognition and reward systems, motivational, and loyalty-building processes.
- Reviewed standard operating procedures and quality assurance manuals to refine production processes for conformity to new regulations and policies, ensuring audit compliance.
Contact Center Vertical Head
Auxilo Fin Serve Private Ltd
Mumbai
05.2018 - 09.2021
- Led contact center operations for a Pan-India customer portfolio and managed P&L.
- Provided business process excellence.
- Established and deployed a contact center, including systems, procedures, and workflows.
- Implemented SOPs on center discipline, automation, and overall contact center management.
- Engineered lead sourcing, dialing mechanism, and lead management methodology to boost business performance.
- Actively participated in release planning meetings, retrospective meetings, and conducted test planning and test release activity discussions.
Service delivery manager
Integreon Management Solutions
11.2017 - 05.2018
- Handling client management – stakeholder management to plan and manage key functions to maximize revenue and profit opportunities, while aiming to achieve the highest levels of customer satisfaction.
- Extracting knowledge from client SMEs, creating training procedures, and managing customer care and process mapping, SIPOC, risk analysis and mitigation – FMEA, and change management.
- Providing business operations updates to the business head and respective internal/external stakeholders, and handling business management to help the client understand the areas of opportunity and design appropriate solutions.
- Perform business process improvement using various business consulting tools and methodologies.
- Create detailed action plans that include organizational change management, resource planning, competitive strategies, and alliances to embark on a new strategic direction, and to enable successful deployment of solutions.
Delivery HEAD - Business Risk and Control
JP Morgan
02.2005 - 05.2017
- Handled business Process operations, Process re-engineering and strategy planning.
- Engineered Process Maps and Process SOPs post coordination with various verticals.
- Fraud Hotline: Senior Manager, Retail Fraud Loss Prevention (Inbound/Outbound)
- Establish and lead the Fraud Risk Management function, focusing on preventing retail fraud.
- Supported the Learning Development team to plan training for new hires and business improvement.
- Managing SLA/KPI, team functions, viz. Manpower planning, interviews, and business planning.
- Developing and managing comprehensive project plans for new product launches, ensuring accountability across business lines, and guaranteeing site readiness.
- Credit Card Fraud Prevention (Inbound) - Manager.
- Tracking results to determine success and shortcomings, and identifying new program opportunities.
- Managing a team of Risk Management Analysts servicing inbound and outbound Chase Credit Cardholders, whose role includes validating the caller’s authenticity and making appropriate decisions to help prevent fraud losses, as well as ensuring card members are able to use their cards securely and with ease.
- Instrumental in setting up a support team to coordinate with the Core Workforce and Networking team in supporting real-time operations of the process.
- Focused on strong coaching practices, along with employee engagement, and career mapping exercises.
- Applied innovative coaching practices to ensure accurate feedback is being provided in a timely manner to every employee. Lead the team to win many 'Team of the Quarter' and 'Annual Awards.'
Senior CUSTOMER SERVICE REPRESENTATIVE
Efunds International
10.2001 - 06.2004
- Handled escalation calls to diffuse irate customers, and assisted customers with their queries for the second largest home equipment retail chain across the United States, Canada, and Mexico.
- Subject Matter Expert for the team providing coaching and assistance, and was the Relief Team Lead.
- Customer Service Representative, E-Funds International.
- Provided customer service in an inbound, outbound, and interactive voice response department to update customer information and upsell products to customers.
Education
Bachelor of Arts -
University of Madurai
Swami Vivekanand CollegeCourse in Food & Beverages -
IHM (Indian Hotel Management)
MumbaiSkills
- Analytical and logical skills
- Project management
- Process improvement
- Risk analysis
- Logical skills
- Customer satisfaction
- Agile methodologies
- Business operations
- Stakeholder management
- Business analysis
- Learning and development
- Operational excellence
Accomplishments
- Lean Six Sigma Green Belt certified from AIQM. (Pursuing Black belt)
- Participated in Leadership Acceleration and Effective People Management Programs
- 'Outstanding Leadership Award for the Year' 2022-23
- Catalyst Award winner for 2012
- Agile Methodology for Business growth.
Personal Information
Hobbies: Soccer, Music, Sketching, Movies
Languages
English
First Language
Timeline
Senior Delivery Leader
Tata Consultancy Services
09.2021 - Current
Contact Center Vertical Head
Auxilo Fin Serve Private Ltd
05.2018 - 09.2021
Service delivery manager
Integreon Management Solutions
11.2017 - 05.2018
Delivery HEAD - Business Risk and Control
JP Morgan
02.2005 - 05.2017
Senior CUSTOMER SERVICE REPRESENTATIVE
Efunds International
10.2001 - 06.2004
Bachelor of Arts -
University of Madurai
Course in Food & Beverages -
IHM (Indian Hotel Management)
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