Prabhash Kumar
Delhi
Summary
An experienced and result oriented professional with 18+ years of experience in Operations, Compliance and Customer Support Management. Possessing leadership skills with the ability to work independently and within a team. Capable of managing multiple projects with exceptional communication and organizational skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager - Operations & Compliance
HDFC BANK LTD
Delhi
10.2018 - Current
- Managed a team of 40 staff in performing quality checks, TVR (Telephone Verification), Profile analysis, verifying income documents and checking KYC parameters in processing credit card applications
- Performing sample checks in customer applications to identify forged income documents, Tampering in KYC documents
- Conduct periodic internal reviews or audits for banks assigned DSA channels, IFB(Installment Finance Business) stores, Branch channels, Operations teams and Merchant services to ensure that compliance procedures are followed
- Call barging and monitoring the call quality to ensure the teams following operational compliance
- Conducting spot checks to identify any process lapse
- Identify and organize compliance training needs for the above channels
- Conducting operational audits to ensure departments are compliant with banks policies
- Reviewing customer escalation and complaints pertaining to credit cards business
- Recruit, train, and supervise operations staff, ensuring they have the necessary skills and knowledge to perform their duties effectively
- Conduct performance evaluations and provide feedback to team members
- Creating MIS/ Dashboard report, collation of daily, weekly, month end report, preparation of monthly Function presentation for internal stakeholders.
Manager - Operations and HR
Energy Technical Services WLL
Doha
10.2015 - 05.2018
- Coordinate, manage and monitor the workings of various departments in the organization
- Slashed office expenditure by QAR.25,000/- by standardizing ordering procedures, negotiating with suppliers, and finally implementing inventory control
- Plan the use of human resources
- Organize recruitment and placement of required staff
- Establish organizational structures
- Delegate tasks and accountabilities
- Establish work schedules
- Supervise staff
- Monitor and evaluate performance
- Manage customer support
- Plan and support sales and marketing activities
- Keeping stock of the all the company asset, by tagging and numbering and keeping record of the same
- Maintain and expand knowledge of existing and proposed state and local laws
- Develop and implement actions to ensure compliance.
Manager - Operations
Pioneer SEO Services Pvt Ltd
Noida
02.2014 - 10.2015
- Monitoring and controlling the routine activities in operations
- Responsible for managing SLA’s, drive performance improvement through innovative ideas
- Supervised and increased effectiveness and efficiency of operational systems and processes/policies to support organization’s mission; specifically, supported management reporting/information
- To provide regular process updates and conduct regular product knowledge trainings within the team
- Conducting weekly team meeting to discuss the errors with Asst Managers and TLs
- Responsible for defining key performance indicators (KPI’s) / establishing targets within the processes and reviewing performance at agreed intervals
- Preparation of all weekly/ monthly reports both for client and corporate head office
- Working with the concerned teams with respect to how to build process for the crisis management, emergency preparedness and Business Continuity.
Deputy Manager - Operations
Igate Patni
Noida
06.2012 - 01.2014
- Managed a team of 50 members both Onsite and Offsite
- Managing and setting up new promotions, stores and the pricing menu for McDonald’s
- Represent the first stage of escalation for Incidents and ensure resolution provided within the agreed SLA
- Analyzing and documenting the root cause analysis (RCA) of the incidents
- Table the entire request (Previous & current) for CAB (Change Advisory Board) meetings
- Reviewing all outstanding RFC’s, analyze change records to determine any trends along with the closing of RFC’s
- Created Risk log to analyze any potential risk to the project
- Creating MIS/ Dashboard report, collation of daily, weekly, month end report, preparation of monthly Function presentation for internal stakeholders and clients.
Team Lead - Operations
Ernst & Young GSS
Gurgaon
07.2009 - 06.2012
- Managed team comprising of 30+ member
- New Business Development for the assigned portfolio of accounts
- Managed internal and external communications via creating and distributing account/industry specific newsletters for the client and management
- To liaise and work with Global project teams to help the India Business expand the services already provided
- Act as point of contact between geographies and relationship building and strengthening with senior management across geographies
- Oversee and ensure smooth transition of work from Onsite locations to India
- Conducting business/market search through tools like Factiva, ThomsonOne.com, S&P Capital IQ Market Insight, OneSource and Company Info Gator
- Coach and develop individuals through each stage of their role; complete appraisal reviews twice-yearly (Carrier Road Map Planning); produce coaching and development plan for each member of the team by holding regular One to Ones
- Screening, testing and assessing candidates
- Resource management through global tool RETAIN
- Experience in working on global Audit tools and applications like GAMx, eRoom, ITRA Database management tools.
Senior Process Executive - Operations
Steria India Ltd
Noida
06.2005 - 07.2009
- Conducting Primary and Secondary research for project Experian (Credit Reference Agency)
- Conducting background verification of candidates and managing the workflow management for Project Lloyds’s TSB Bank UK
- Providing process training to new hires
- BCM (Business Continuity Management) SPOC for the process
- Making daily MIS/RAG reports for the project
- Screening, testing and assessing candidates
- Actively participating in execution of various quality improvements strategies for continual improvements in the services.
Technical Support Executive – Dell Support
Wipro BPO
Delhi
05.2004 - 06.2005
- Handling all hardware and software queries for Dell desktop computers
- Quickly and effectively solve customer issues related to hardware/software
- Maintain quality control/satisfaction records, constantly seeking new methods to improve customer service.
Education
MBA - Marketing Management And Research
Annamalai University
Delhi01.2010
Bachelor of Arts - Political Science
Delhi University
Delhi07.2004
Skills
- Operations Management
- Risk & Compliance
- Customer support & Management
- Project Management
- Complaints Management
- People Management
Core Competencies
- Date of Birth: 08/13/1983
- Passport Number: R5435221
- Nationality: Indian
- Marital Status: Married
Affiliations
- HDFC Bank – Received Golden Star Award(2019), Silver Star Award(2020, 2021 & 2023) for best performance and brought DSA compliance rating from 65% to 95% compliant for North region.
- Energy Technical Services – 2018 - Received Best employee award.
- Ernst & Young – 2008 - Received TEAM PLAYER award for contribution in successful completion of Projects Assigned.
Certification
- HDFC Bank – Received Golden Star Award(2019), Silver Star Award(2020, 2021 & 2023) for best performance and brought DSA compliance rating from 65% to 95% compliant for North region.
- Energy Technical Services – 2018 - Received Best employee award.
- Ernst & Young – 2008 - Received TEAM PLAYER award for contribution in successful completion of Projects Assigned.
Timeline
Manager - Operations & Compliance
HDFC BANK LTD
10.2018 - Current
Manager - Operations and HR
Energy Technical Services WLL
10.2015 - 05.2018
Manager - Operations
Pioneer SEO Services Pvt Ltd
02.2014 - 10.2015
Deputy Manager - Operations
Igate Patni
06.2012 - 01.2014
Team Lead - Operations
Ernst & Young GSS
07.2009 - 06.2012
Senior Process Executive - Operations
Steria India Ltd
06.2005 - 07.2009
Technical Support Executive – Dell Support
Wipro BPO
05.2004 - 06.2005
MBA - Marketing Management And Research
Annamalai University
Bachelor of Arts - Political Science
Delhi University