R. Vijayanand

• Heading the entire IT Support Projects aiming at Bank’s up gradation across India and UK with a skilled manpower of 54 Technology staff, Managed Services, and T & M
• Leading & defining project management structures, and ROI-based resource alignment, included elimination of non-value-add programs and improving annualized program delivery
• Providing relevant reporting information relating to the IT strategy in projects portfolio to Executive Management as requested; single-handedly driving projects while ensuring timely delivery of multiple projects as per requirements of compliance, time & cost parameters
• Managing IT Service Desk, & Workplace Technology Services supporting 7000+ users, 24x7x365 across 3 Locations and 3 sites for RBS India with a team of 50+ support Agents, Engineers and leads
• Improve efficiency by reducing user dependency on IT service desk by introduction of self-help tools, proactive updates, and automation
• Monthly engagements with Business Unit Heads & their one down to ensure seamless IT support, new projects / Business requirements, any challenges, etc
• Managing RBS Technology Service Partners to deliver as per the contractual obligations with a clear trend of Continual Service Improvements
• Working as a SPOC for all IT teams viz
• Technology Operations (Infra), Data Centre Ops, Network Services, Voice telephony, AV Services, Supply chain Services, etc
• Working closely with 3rd line support, InfoSec, IT Security, IT Risk Assessment, Operational Risk Management teams for risk items & for any new Business process getting migrated from UK to India
• IT point of contact for representing EUS for Audits - ISO 27001 & BCM – BS25999, NAB
• Managing IT asset procurement, budget forecast & stock for India delivery
• Ensure proper technology service delivery during BAU with focus on service quality and response
• Ensure proper monitoring and tracking of Technology DR plan for Infrastructure environment
• Working closely with Business Continuity Management (BCM) team & providing IT support to all Businesses during regular recovery tests & yearly Business Integrity test
• Ensure adequate and effective controls are in place to continuously strive for Service Delivery Improvement month on month
• Managing IT CMDB with clear picture of on floor & stock assets
• Decommissioning of assets at periodic intervals in go-green way.

Team Management:

· Leading, mentoring & monitoring the performance of team members; as well as ensuring higher productivity and meeting of individual & group targets.

· Defining and setting KPIs for the staff for monitoring, improvements, and the required training areas with its plan (time & cost).

· Promoting and establishing waterfall and Agile (like Kanban Board, Confluence, Jira, Scrum Framework) culture and mindset, promoting the attitude for more effective ways of working and delivering supreme services to customers

• Understand client’s business challenges / pain points and work to provide technology solutions
• Understand client’s business time zones and align IT support made available accordingly
• Participate and handle Customer IT Due-Diligence
• Draft / discuss solution and derive IT design – architecture for new migrations
• Overall responsibility for the delivery of the IT solution within agreed timelines
• Understand client environment
• Various components under the IT delivery for the projects (Technology infra setup at new site & building exit projects
• Setting up the overall IT Infrastructure for the project and get the applications accessed form client location or hosted datacentre at a third-party location
• Identifying and implementation of the security measures based on the customer requirements
• Engage with onshore IT teams and collaborate with all stakeholders (IT Security, Information Security, Networks, Enterprise Platform Services, Compliance & Facility MGMT and design solutions Derive Mitigations and support business on successful GO-LIVE
• Execution of the IT project plan for setting up the IT infrastructure
• Effective client communication & relationship building
• Take initiatives to achieve 'Continuous Improvement' on key objectives of the team and organization (reducing cost, exploring technology to get the maximum out of it and best fit solution)
• Appropriately highlighting risks, assumptions, dependencies & pass-through costs.

• Screening the calls made by the Agents and rates them as per the WCO / VOC metrics
• Preparing daily reports taking quality and the volume of work into consideration
• Prepared the Rating Analysis Grid for the calling team to gauge the performance of each team member and give constructive feedback based on the same
• Conduct Regular Training Sessions Based on the Feedback (Product, Process & Soft Skills)
• Co-ordinate with internal Training Team & External Training Academies to conduct the Training Programs for the Dept
• Co-ordinate with the IT-Network team Local & Global and resolve any issues if faced
• Co-ordinate and assist the Team members in logging & successfully completing their Endeavour’s (Cost Efficiency projects)
• Co-ordinate the complete product migration activities for EMEA, APAC and LATAM clients
• Successfully handled client migration and reached target well before the given deadline
• Liaise with the Regional Migration Manager in selecting, scheduling and monitoring the migration activities for the clients
• Manage the migration team's (EMEA, APAC and LATAM) activities to ensure smooth and swift product migration
• Record the queries from the clients and provide feedback to the Global Migration Team (Amsterdam)
• Monitoring client information set-up in the banks database
• Formulating, Implementing & maintaining World Class Operations – Six Sigma within the Client Facing Team.

• Responsible for ensuring team /individual productivity and quality targets
• Being the Single Point of Contact (SPOC) for the Process and Quality updates
• Being the Subject Matter Expert (SME) on Client Specifications and other software related issues
• Compiling and maintaining critical team data viz
• Reports, Call Quality scores, Client specification updates, attendance records, meeting schedules etc
• Involved in coaching the Executives on Voice and Accent, Product Knowledge and evaluating associates by conducting huddles, quizzes etc
• Promote High productivity practices, identify, resolve and take up escalated issues in co-ordination with the US counterparts
• Involved in handling a team of 30 members and training them to bring up to operations level.

• Started My carrier with Lapiz as an Accounts Receivable executive, (caller) Calling Insurance companies in the US and checking on the payment status of a claim
• Promoted as a Team leader for American debt collection
• Project managing a team of 30 call centre officers
• Monitoring the calls made by teammates and helps them to achieve the monthly target
• Co-ordination with Clients and see if customer support is done qualitatively
• Played as team head for quality control team, as auditing the work done by each employee, and check whether proper action is taken on each account.