Pratima Kumari
Summary
To effectively lead and coordinate a team in achieving organizational objectives while fostering a positive and productive work environment. I aim to set clear expectations, provide guidance, and motivate team members to excel. By optimizing processes and enhancing performance through strategic planning and data-driven decision-making, I seek to drive team success and contribute to the overall growth and efficiency of the organization.
Overview
13
13
years of professional experience
Work History
Team Leader Manager
Accenture Services Private Limited
04.2013 - Current
- Leading a team of 77 members in Risk & Compliance, with 7 team leads reporting directly to me
- Regularly prepare and report on monthly, quarterly, and KPI metrics related to service performance, including daily volume inflow, weekly quality assessments, and process highlights and challenges
- Develop work direction and plans for associates based on assessments of their capabilities
- Prepare and present various daily and weekly MIS reports focused on process efficiency, productivity, and quality
- Establish service standards and guidelines that act as benchmarks for excellent service delivery, aligned with global standards
- Conduct quality analyses for team members and provide actionable feedback for immediate improvement
- Direct, lead, and motivate the workforce to ensure timely and efficient achievement of deliverables
- Responsible for timely updates to Desktop Procedures and Standard Operating Procedures on a quarterly basis or whenever process changes occur
- Generate daily MIS reports, compliance trackers, and risk analysis reports
- Monitor day-to-day resolution closures and case aging to ensure timely issue resolution, escalating cases according to the appropriate compliance escalation protocols
- Manage both online and offline reviews, evaluating output files from wallet database screenings against updated lists and updating weekly sanctions metrics
- Undertake various projects focused on quality improvement and automation
- Leadership and Motivation: Inspiring and motivating team members to achieve their best work
- Communication: Facilitating clear and open communication within the team and with other departments
- Goal Setting: Establishing achievable goals and ensuring everyone understands their roles in reaching them
- Conflict Resolution: Addressing any conflicts or challenges within the team promptly and effectively
- Performance Management: Monitoring team performance and providing constructive feedback to help members grow
- Training and Development: Identifying skill gaps and providing opportunities for professional development
- Project Oversight: Ensuring projects are on track, within budget, and meeting quality standards
- Documentation: Prepared Detailed Technical Procedures (DTPs) and Standard Operating Procedures (SOPs) to standardize processes, ensuring clarity and compliance
- Issue Tracking: Maintained an updated issue log for Operational Excellence (OPEX) implementation, facilitating timely resolution and continuous improvement
- Reporting: Drafted Management Information System (MIS) reports that provided insights into business reasons, necessary actions, and support needed from clients and third parties
- Reconciliation Support: Delivered month-end open items reports, aiding the team in performing thorough month-end reconciliations and ensuring accuracy in financial reporting
- Training and Development: Conducted training sessions for team members and new recruits, ensuring they understand processes and standards
- Documentation Creation: Prepared Detailed Technical Procedures (DTPs) and Standard Operating Procedures (SOPs) specifically for EPS processing
- Ongoing Support: Provided ongoing guidance and support to team members as they adapted to new procedures
System Analyst
Capgemini India Private Limited
Kolkata
12.2011 - 12.2013
- Providing proper resolution to queries and issues of the internal Capgemini User for UK and US
- Ensuring proper AHT on an individual basis
- Keeping proper follow up of escalation cases
- Giving maximum FTR of customer complaints
- Ensuring individual and team performance
- Responsible for Solving Customer Queries and Complaints with Quality
- Maintained Strong Team Relationship
- Awarded as Best Employee of the Month in 2012 February
Education
B.com (Hons) -
Calcutta University
01.2010
Higher Secondary -
W.B.B.H.S.E
01.2007
Madhyamik -
W.B.B.S.E.
01.2005
Skills
- Inspiring and motivating
- Decision-Making
- Clear communication
- Active listening
- Project Management
- Time Management
- Problem-Solving
- Data analysis
- Team Building
- Conflict Resolution
- Mentoring
- Feedback Delivery
- Vision and strategy
- Change Management
- Regulatory knowledge
Languages
- English
- Hindi
- Bengali
Hobbies and Interests
- Music
- Travelling
- Dancing
Personal Information
- Date of Birth: 05/20/90
- Marital Status: Married
Summaryofskills
Inspiring and Motivating, Decision-Making, Clear Communication, Active Listening, Project Management, Time Management, Problem-Solving, Data Analysis, Team Building, Conflict Resolution, Mentoring, Feedback Delivery, Vision and Strategy, Change Management, Regulatory Knowledge
Timeline
Team Leader Manager
Accenture Services Private Limited
04.2013 - Current
System Analyst
Capgemini India Private Limited
12.2011 - 12.2013
B.com (Hons) -
Calcutta University
Higher Secondary -
W.B.B.H.S.E
Madhyamik -
W.B.B.S.E.
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