Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Availability
Globalexposure
Languages
References
Languages
Affiliations
Timeline
Generic

MRITUL BHATTACHARJEE

Hyderabad

Summary

Experienced professional with 16 years in Learning and Development, Delivery Operations, and Technical Training across B2B SAAS industries and ITes Product and Services Organizations. Currently serving as a Director of Learning and Development Enablement at HighRadius Technologies. Expertise in BPO Operations and technical training with a Six Sigma Yellow belt Project in 2020 resulting in a net saving of $125k volume efficiency. Skilled in designing new learning solutions for the Product Org. Strong team player capable of leading customer and partner relationships. Proficient in implementing process metrics for service delivery and training. Innovator with a track record of improving overall business processes through the implementation of an LMS in the B2B SAAS domain. Strong analytical, problem-solving, interpersonal, and organizational abilities with a talent for identifying ways to improve market penetration.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director–Learning and Development

HighRadius Technologies
Hyderabad
10.2021 - Current
  • Core responsibilities include setting up a New Team for Learning and development function under strategy in Houston, Amsterdam and Hyderabad part of a global initiative program in 2021 and 2022
  • - Total HC reportees in Hyderabad is 16 including 2 Sr
  • Manager, 1 Manager, and a team of Sr Analysts and Associate Managers.
  • Dotted reportees in Amsterdam - 6 and Houston 4
  • Spearheaded comprehensive learning and development efforts encompassing Consulting, Product, Engineering teams in addition to Customer value and Support.
  • ( Use Playbook style content delivery , plus web based training
  • - Covers 5000 employee base
  • Led the implementation of Leadership Development Programs across multiple Highradius locations, showcasing strong management abilities.
  • Develop and moderate content for various Leadership Development Programs includes behavioral trainings across the organization
  • Implemented comprehensive post-training strategies to enhance technical skills in E2E testing for Product
  • Implemented tailored Enablement programs in collaboration with Delivery leadership team and site business stakeholders.
  • Innovation 1 - Let The best Idea Win concept formalized and executed on Value Adds in the Support and Consulting verticals
  • Innovation 2 - Project Ace - Formal set up of Communications gurukul as center of excellence
  • Worked closely with the Finance team to oversee budget plans for successful half-yearly partner/customer connects at High Radius.
  • Recruited, trained, supervised, evaluated and mentored staff members.

Account Operations Manager - Operations

Concentrix Daksh Services Pvt Ltd
Hyderabad
11.2018 - 10.2021
  • Core responsibilities include managing client relations, Workflow management, Escalations point of contact, Strategic decisions with the client
  • Managed a team of managers and team leads with a team size of ~ 250 employees
  • Analyzes the key levers of the business to identify errors/loopholes and proactively take action to eliminate root defect and maintain trust in transaction with the client
  • Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership in Concentrix
  • Leading team and stakeholders towards meeting the operational metrics of quality, productivity and service levels
  • Innovation - Leading projects on Value Adds and Ideas across all workflows within the client domain
  • Supervise the Clean room policy and leading the project with client with zero escalations till date
  • Leading and Coordinating with RESO and HR on Biometric installations across Hyd locations
  • Leading all WBR/MBR/QBR presentations for all workflows
  • Act as SPOC for all internal audits and COEBC Compliant.

Education and Training Delivery Manager

CA Technologies Private Ltd
Hyderabad
06.2016 - 11.2018
  • Prime responsibilities include managing and leading IT Partner Enablement on CA Focus products across Asia Pacific and India
  • Key role in end-to-end quality operations including process mapping to meet & exceed [partner expectations
  • Responsible for end to end operational management for back end Learning activities of Partners
  • Acting as a People Manager responsibility with six seniors Instructors and a span of 15 Educational Co-coordinators across globe
  • Accountability on Monthly reporting and presentation of client data and engagement with respective stakeholders
  • Liaising with CA Customer Education Sales team in Asia Pacific and India on training key products to customers and partners
  • Partner with the North America product team to build, deploy and release new education releases for partners/customers.

ITes Customer Support Team Lead

Concentrix Daksh Services Pvt Ltd / IBM Daksh
Gurgaon
04.2012 - 06.2016
  • Ensured customer delivery, revenue and employee metrics for Google ILCS account (Includes Reporting and Optimization)
  • Ensured 100% integrity and drive Zero non-compliance for the process
  • Utilization reporting, analytics and support ; Managed overall personnel performance and discipline across team members
  • Evaluation of operational practices and procedures; Provided direction to staff, ensure resolution of problems
  • Provided expertise and leadership in assigned functional area
  • Managed all client interaction and communication, should front end the relationship with the client
  • Managed & control attrition to the minimum and plan for back fills on a timely basis
  • Involved in Employee development and coverage of all team members through development trainings.

Subject Matter Expert- BPO Operations

Manila Philippines
Manila
07.2011 - 08.2012

BPO Product Trainer

Plymouth UK and Manila Philippines
Plymouth
05.2010 - 03.2011

BPO Process Trainer

Gurgaon India
Gurgaon
07.2006 - 06.2009

Education

Master of Science in Biotechnology -

University of Calcutta
India

Bachelor of Science in Biotechnology -

North Eastern Hill University
India

Skills

  • IT Security
  • APM
  • APIM Gateway
  • DevOps
  • Project and Portfolio Management
  • Agile Best Practices
  • AWS Level 1 Certified
  • O2C Finance automation tools
  • Basics of Python coding
  • Basic usage of Chat GPT

Websites

Certification

  • Certified Google Search Engine Optimizer (Fundamental and Search) Accreditation
  • TTT certification for I-phone Pay as you go Services - Orange in UK
  • Six Sigma -Green Belt Certification and successful completion of project
  • SaFE Agile Methods and Best Practices
  • P3 project closure for client - signed and approved

Accomplishments

  • Most recent- Highflyer Awards for Leadership excellence in H1 2024 at HighRadius Technologies.
  • Best Manager award for H2 2023 at HighRadius Technologies.
  • Location award for Going Above and Beyond in Asset Management - Q4 2020 (Covid era)
  • Ideation Champion for the year 2021 - Concentrix Daksh, Location South
  • Recognized ability to develop and drive a culture of innovation, change and growth to optimize customer experience – Concentrix – Manager Who Shines – Q2’2019
  • Above and Beyond award for successfully building a website to track and mentor Instructor Readiness – Year 2017 – CA Technologies
  • Consistently rated as Top talent in 2011, 2013 and 2014 in Client Engagement with IBM Daksh
  • Effectively designed training modules and implemented new process to track performance of new hires
  • Successfully training transitions Pay As you go project for Orange in Philippines and United Kingdom in 2010-11
  • Bagged several awards for excellence performance viz. “GEM (Going Extra Mile)”, “Achieve Your Dreams” and “Dine in With Leadership”

Availability

Preferred timings after 11am for any interview and open to travel.

Globalexposure

  • Successfully executed Learning curriculum and training execution in the UK and Philippines for 2 years for Post Paid Iphone customers for Orange.
  • Manager Education in Singapore for 3 months facilitating trainings
  • Set Up Learning and Development teams in Houston, Amsterdam and Hyderabad for HighRadius.

Languages

  • Fluent in English
  • Bengali
  • Hindi

References

References available upon request

Languages

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1

Affiliations

  • Actively involved with Care program as part of CSR activities in HighRadius
  • Support 2 girl child pre-primary education in a Govt. run school

Timeline

Director–Learning and Development

HighRadius Technologies
10.2021 - Current

Account Operations Manager - Operations

Concentrix Daksh Services Pvt Ltd
11.2018 - 10.2021

Education and Training Delivery Manager

CA Technologies Private Ltd
06.2016 - 11.2018

ITes Customer Support Team Lead

Concentrix Daksh Services Pvt Ltd / IBM Daksh
04.2012 - 06.2016

Subject Matter Expert- BPO Operations

Manila Philippines
07.2011 - 08.2012

BPO Product Trainer

Plymouth UK and Manila Philippines
05.2010 - 03.2011

BPO Process Trainer

Gurgaon India
07.2006 - 06.2009

Master of Science in Biotechnology -

University of Calcutta

Bachelor of Science in Biotechnology -

North Eastern Hill University

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MRITUL BHATTACHARJEE