Nilanjana Mukherjee
Operation Lead
Kolkata
Summary
Hardworking Operation Lead brings proven success in overseeing administrative areas. Knowledgeable about best methods for managing resources, schedules and personnel to achieve objectives. Tech-savvy and always looking for improvement opportunities.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Operation Lead
TCS
Kolkata
10.2024 - Current
- Developed comprehensive operational plans to optimise performance.
- Enforced adherence to quality, safety and performance metrics to keep teams in compliance with all requirements.
- Achieved process continuity by coordinating cross-functional teams.
- Handled conflict resolution amongst team members, fostering a harmonious workspace.
- Supervised highly effective teams in managing daily workflow and monitoring task completion.
- Improved workflow with strategic delegation of tasks.
- Fostered team goal achievement, monitoring daily needs and allocating resources to appropriately meet quotas.
- Conducted regular staff appraisals, leading to improved morale and productivity.
- Orchestrated team training for improved operational efficiency.
- Implemented risk mitigation strategies to prevent operational disruptions.
- Facilitated regular team meetings to encourage open communication and collaboration.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
Project Delivery Manager
TCS
Kolkata
04.2021 - Current
- Ensured compliance with industry regulations during all stages of the projects.
- Established and maintained strong client relationships throughout the project lifecycle.
- Coordinated training sessions for team skill enhancement, boosting overall performance.
- Facilitated regular team meetings, promoting open communication and problem-solving discussions.
- Managed stakeholder relationships, fostering a collaborative work environment.
- Conducted comprehensive project reviews to ensure quality outcomes.
- Led multi-disciplinary teams, resulting in improved coordination and teamwork.
- Achieved project delivery success by coordinating team efforts and facilitating communication.
- Delivered projects within stipulated timelines through effective time management techniques.
- Implemented measures to mitigate potential risks, safeguarding project outcomes.
- Established clear budgets and cost controls strategies to meet objectives.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Senior PMO lead
TCS
Kolkata
06.2018 - 03.2021
- Facilitated training sessions, enhancing team members' skills.
- Led cross-functional teams to successful project completion.
- Optimised communication channels for improved team collaboration.
- Provided critical support in budget planning to ensure cost effectiveness.
- Cultivated positive stakeholder relationships through regular updates and transparency.
- Assessed risks proactively, mitigating potential project delays.
- Established clear budgets and cost controls strategies to meet objectives.
- Drafted procedural statements and guidelines for company-wide use.
- Maintained detailed project documentation, ensuring traceability and accountability.
- Organised weekly meetings to keep all stakeholders updated on project status.
- Monitored budget expenditure, maintaining financial discipline throughout the project cycle.
- Provided mentorship to junior staff members, enhancing their professional growth.
Team leader
TCS
kolkata
07.2015 - 05.2018
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Led project coordination, resulting in timely delivery.
- Fostered positive employee relationships through communication, training and coaching.
- Increased team cohesion by implementing regular feedback sessions.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Encouraged open communication, fostering a positive work culture.
- Upskilled team members by planning and delivering training workshops.
Workflow Specialist
TCS
Kolkata
06.2012 - 06.2015
- Worked as a domain specialist on US Mortgage and ensure delivery of the work within the SLA and quality.
- Communicated with team members to enforce deadlines and quality standards.
- Reviewed internal systems and organized training plans to address areas in need of improvements.
Relationship Manager
HDFC Life
Kolkata
12.2011 - 06.2012
- Increased client retention, fostered trust and loyalty by resolving complaints efficiently.
- Achieved high customer satisfaction with regular follow-ups and updates.
- Conducted proactive credit risk assessments and customer due diligence reviews for comprehensive understanding of clients.
- Developed new business opportunities for enhanced revenue generation.
- Advised clients on financial strategies and tailored solutions to meet unique needs.
- Provided expert guidance on financial products and services, enhancing client understanding.
- Built effective networks across business areas, fostering relationships based on mutual trust and encouraging collaboration.
- Analysed customer feedback, made necessary improvements in service delivery.
- Developed profound understanding of clients' businesses and industries, enriching conversations and achieving fair outcomes.
Relationship Manager, Banking Operations
ICICI Direct
Kolkata
06.2011 - 12.2011
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Monitored customer feedback and generated reports to identify areas of improvement.
Education
Bachelor of Commerce: Finance - Accountancy and Finance
Calcutta University
India 06.2007 - 08.2010
Skills
Project Creation
Operation Support
Training and Coaching
Client Need Assessments
Active listening and communication
Budget control
Loading and unloading
Documentation
Budget planning
Contract Management
Languages
English
Fluent
Bengali
Fluent
Hindi
Advanced
Certification
Professional Scrum Master I
Interests
Reading
Travelling
Baking
Listening to Music
Timeline
Operation Lead
TCS
10.2024 - Current
Professional Scrum Master II
03-2024
Professional Scrum Master I
06-2022
Project Delivery Manager
TCS
04.2021 - Current
Senior PMO lead
TCS
06.2018 - 03.2021
Team leader
TCS
07.2015 - 05.2018
Workflow Specialist
TCS
06.2012 - 06.2015
Relationship Manager
HDFC Life
12.2011 - 06.2012
Relationship Manager, Banking Operations
ICICI Direct
06.2011 - 12.2011
Bachelor of Commerce: Finance - Accountancy and Finance
Calcutta University
06.2007 - 08.2010