Plaban Sinha
Team Manager
Kolkata,WB
Summary
Professional Project Management Specialist with more than 14+ years of experience in Operation, Project management, Team management, Trouble shooting help desk, and service desk support to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Areas of expertise in Operations Management, Process Management & Vendor Management.
Strengths include in-depth process understanding, formulating & implementing process initiatives affecting increase in productivity, Profitability and ensure to meet client goals.
with experience working with teams
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
Team Manager
Cognizant
Kolkata
12.2016 - Current
- Currently working as a Team Manager in a Canadian/US Insurance/Banking process which is a part BFSI
- Meeting client deliverables and meeting transmission numbers are the major KRA's
- Formulating ideas to improve RPH so that more numbers can be achieved at a less headcount
- Responsible for improving the quality for the span by new improvement ideas for the operational tool
- Doing Cluster Management for the complete process to improve the score and productivity
- Sharing Inputs and feedbacks with client when a new product/process is introduced
- Responsible for hiring new resources and maintaining SO's for the entire project
- Responsible for creating invoice and handling the client receivables
- Forecasting the volume and working Hrs
- For all the projects and looking into the deviation for the same.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
Group Leader (HP North America)
WIPRO
Kolkata
05.2009 - 12.2017
- Attending client calls weekly for client score and revenue related issue
- Providing refresher training for the front line agents
- Handling team of 25 members
- Maintaining performance related reports for the agents and conducting assessments
- Doing staffing for complete process to meet service level
- Doing cluster management for the complete process to improve score
- Discuss unresolved technical issues and research to find a technical solution
- Escalate unresolved issues to HP with ST numbers and close loop.
- Established clear goals and expectations for the team, promoting accountability and fostering a high-performance culture.
- Monitored team performance to identify productivity improvement opportunities.
- Conducted routine inspections to check quality and compliance with established specifications.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Enhanced team productivity by implementing efficient work schedules and providing ongoing support.
Team Leader (HP North America)
WIPRO
Kolkata
05.2009 - 12.2016
- Responsible for supporting the aligned team in a PL
- Taking huddles and reviews of team members, judging them on the CPMs & KPIs to understand the Positives, Areas of Improvement & Action Items
- Conduct daily/weekly huddles with the FLA's and discuss team/PL's performance
- Take daily/weekly reviews on case management, technical training/coaching sessions conducted, discussion on TCGs etc
- Discuss all the technical audits as well as case management audits on a weekly basis
- Responsible for team's resolution and AHT metrics
- Ensure that callbacks are met on time by team members and facilitate during SL challenges
- Ensuring that the team meets the resolution targets set
- Do the quad management for a minimum of 1 hour per day.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader
Hyatt Regency Kolkata
Kolkata
04.2004 - 01.2007
- Worked in Hyatt Regency Kolkata as a team leader.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Education
Diploma In Hospitality Management - Hospitality Management
Institute Of Advanced Management
Kolkata 04.2001 - 05.2004
Skills
Banking & Financing
Quality Control
Client Relations
Client liaison
Project plan development
Financial management
Strategic Planning
Project management
Operations Management
Operations Management
Service Desk
THD
Banking & Financing
Jobroles
- WIPRO, 09/01/09, 12/16/16, Group Leader (HP North America), Attending client calls weekly for client score and revenue related issue.Providing refresher training for the front line agents.Handling team of 25 members.Maintaining performance related reports for the agents and conducting assessments.Doing staffing for complete process to meet service level.Doing cluster management for the complete process to improve score.Discuss unresolved technical issues and research to find a technical solution. Escalate unresolved issues to HP with ST numbers and close loop.
- WIPRO, 09/01/09, 12/16/16, Team Leader (HP North America), Responsible for supporting the aligned team in a PL.Taking huddles and reviews of team members, judging them on the CPMs & KPIs to understand the Positives, Areas of Improvement & Action Items.Conduct daily/weekly huddles with the FLA's and discuss team/PL's performance.Take daily/weekly reviews on case management, technical training/coaching sessions conducted, discussion on TCGs etc.Discuss all the technical audits as well as case management audits on a weekly basis.Responsible for team's resolution and AHT metrics.Ensure that callbacks are met on time by team members and facilitate during SL challenges.Ensuring that the team meets the resolution targets set.Do the quad management for a minimum of 1 hour per day.
Achievementsinitiatives
- Took the initiative for publishing daily reports for the process on open cases and survey return.
- Took initiative to test the newly launched CRM (Care force) and send the data for the same.
- Awarded for the best Supervisor for getting the highest number on customer satisfaction and maintaining first call resolution for 3 consecutive times.
Previous Experience
Worked in Hyatt Regency Kolkata as a team leader.
Educationbackground
Diploma in hotel management from Institute Of Advanced Management.
Personal Information
- Date of Birth: 04/12/83
- Marital Status: Married
Languages
English
Hindi
Hindi
Timeline
Team Manager
Cognizant
12.2016 - Current
Group Leader (HP North America)
WIPRO
05.2009 - 12.2017
Team Leader (HP North America)
WIPRO
05.2009 - 12.2016
Team Leader
Hyatt Regency Kolkata
04.2004 - 01.2007
Diploma In Hospitality Management - Hospitality Management
Institute Of Advanced Management
04.2001 - 05.2004
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