ANKITA PAUL
Bengaluru
Summary
Service -oriented and results-driven Associate Manager with 12+ years of diverse industry experience (Retail, corporate bank & IT software).Well versed in conceptualizing, devising solutions, and partnering closely with business leaders, vendors, and various stakeholders and handling tech operations, consulting and managing projects. Effective problem-solver commited to drive operation excellence and promote organizational efficiency.Adroit in collaborating with global teams and stakeholder management with a customer-first attitude.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate Manager
Bristlecone PVT LTD
06.2022 - Current
- Operated PMO team efficiently to deliver productivity rate of 80%
- Monitored KPIs and administered steps to manage client expectations
- Formulated internal processes to improve CSAT score by 7%
- Collaborated with global cross-functional teams to drive continuous improvement initiatives
- Orchestrated review meeting with leadership team
- Streamlined and facilitated knowledge management roll outs
- Analyzed operational gaps and consulted to improvise SOPs
- Coordinated recruitment to boost resource management efficacy by 20%
- Evaluated tool limitation and advocated necessary development
- Essayed the role of regional escalation point of contact
- Executed data backed decisions.
- Improved client satisfaction by consistently delivering high-quality work on schedule.
Project Manager
HCL Technologies
06.2021 - 05.2022
- Coordinated RCA team for SAP Client
- Facilitated daily stand-up meetings with management
- Monitor and authorized all problem management processes
- Worked closely with SAP SEOs to ensure deliverables are met
- Enhanced escalation process and reduced it by 10%
- Ensured regulatory compliance by closely monitoring applicable standard operating procedures.
- Worked with internal quality and audit team to ensure OLAs are met.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
Project Consultant
Dataformix PVT LTD
03.2016 - 05.2021
- Directed projects to align organizational strategy.
- Demonstrated role of problem management SPOC for APJ region.
- Managed intra-organization escalation.
- Achieved operational excellence by improving RCA delivery KPI% from 50% to 85%
- Contributed in quality management.
- Improved ticket quality from 45% to 75%.
- Closely collaborated with cross-functional teams to improvise process-related gaps
- Proficiently moderated engagement between various teams.
- Verified KPI monitoring and process governance.
- Counseled governance of all Business Transformation led initiatives.
- Executed data-oriented analysis.
- Prepared KPI reporting.
Customer Support Specialist
HSBC Data Processing Centre
03.2015 - 04.2015
- Track , prioritized and manage resolution of escalated issues coming into the support team.
- Worked with SMEs and engage 3rd-level teams for technical issues
- Streamlined support processes for increased efficiency and reduced response times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Senior Process Associate
TESCO
05.2010 - 02.2015
- Charted critical issues, solutions and prepared knowledge-based articles
- Worked with technical team for successful project go-live
- Played key role in KPI improvement rate through various training programs
- Follow up with support and vendor team to ensure timely resolution of technical issues
- Amplified First time fix rate by 20%
- Acted as point of escalation for operational issues
- Promoted continuous improvement by sharing best practices among the team.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Awarded spot award.
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
Education
Master of Business Administration (MBA) - Organisational Strategy and Leadership
Liverpool John Moores University
Liverpool09.2023
Post Graduate Program Management - general management
Institute of Management Technology
Ghaziabad, India07.2022
Bachelor of Computer Application - Computer And Information Sciences
T. John College
Bengaluru, India05.2010
Skills
- Critical Thinking
- Rich experience of working in global organization
- Team Leadership
- Agile methodologies
- Cross-functional Collaboration
- Process Improvement
- Strong Communication and interpersonal skills
- Decision-Making
Accomplishments
- Documented and resolved ticket updates issue which led to improvement of ticket quality by 30%.
- Collaborated in the development of customer information dashboard.
Certification
- PMP® | Issued by PMI | Expiry - 2026
- ITIL® Foundation certified | Issued by AXELOS Global Best Practice | Expiry – N/A
Timeline
Associate Manager
Bristlecone PVT LTD
06.2022 - Current
Project Manager
HCL Technologies
06.2021 - 05.2022
Project Consultant
Dataformix PVT LTD
03.2016 - 05.2021
Customer Support Specialist
HSBC Data Processing Centre
03.2015 - 04.2015
Senior Process Associate
TESCO
05.2010 - 02.2015
Master of Business Administration (MBA) - Organisational Strategy and Leadership
Liverpool John Moores University
Post Graduate Program Management - general management
Institute of Management Technology
Bachelor of Computer Application - Computer And Information Sciences
T. John College
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