RAJARSHI BANERJEE
Hyderabad
Summary
Seasoned Process Excellence Manager with strong background in optimizing systems for efficiency and effectiveness. Proven record of implementing strategic operational changes that streamline processes, improve productivity, and cut costs. Equipped with skills in Lean Six Sigma methodologies, project management, and data-driven decision making. Notable impact includes successful process improvements which led to significant cost savings and performance enhancements.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Process Excellence Manager
Wipro Technologies
Pune
04.2025 - 11.2025
- Lead and drive strategic process improvement initiatives using Six Sigma, Lean, and DMAIC methodologies.
- Lead and drive strategic process improvement initiatives using Six Sigma, Lean, and DMAIC
methodologies. - Facilitate and manage cross-functional Six Sigma projects across departments such as operations, finance, procurement, HR, sales, customer service, and support functions.
- Identify improvement opportunities aligned with business priorities and organizational goals.
- Facilitate and manage cross-functional Six Sigma projects across departments such as
operations, finance, procurement, HR, sales, customer service, and support functions. - Use tools such as process mapping, hypothesis testing, regression analysis, control charts,
FMEA, and Pareto analysis & Translate data insights into actionable improvements. - Led automation projects to enhance operational efficiency and streamline processes.
- Conducted audits to ensure compliance with ISO standards and regulations.
- Established key performance indicators to measure the effectiveness of business processes.
- Developed and executed strategies and policies for continuous improvement
- Collaborated with finance, procurement, IT, and business units to streamline processes and address escalations.
- Collaborated with IT to integrate automation software with existing systems.
- Analyzed workflows to identify waste and recommend process improvements.
- Conducted root cause analysis to solve process-related issues effectively.
- Mentored team members on Lean tools and techniques for operational excellence.
- Implemented visual management systems to improve workflow transparency and communication.
- Vertical managed - Banking, Finance & Accounting (P2P, O2C, R2R, Order Management, General Reconciliation)
Senior Quality Assurance Manager
Concentrix Daksh Services India Pvt. Ltd
04.2022 - 03.2025
- Led quality audit programs for F&A processes (P2P, O2C, R2R), reducing error rates by 42% and increasing accuracy of financial transactions to 99.8%.
- Streamlined root cause analysis for quality defects, driving a 60% DPMO (defects per million opportunities) reduction across all finance processes within one year.
- Developed and implemented standardized work instructions and QA scorecards, raising SLA compliance from 92% to 98% in less than 12 months.
- Enhanced customer satisfaction scores (CSAT) 20% through targeted staff training, coaching, and calibration sessions validated by post-interaction feedback.
- Instituted corrective and preventive action (CAPA) programs, reducing repeat audit findings by 70% and elevating audit readiness scores.
- Trained, coached, and mentored a team of 10+ quality analysts, increasing productivity by 33% while reducing attrition below 10%.
- Automated quality monitoring and reporting, reducing monthly reporting cycle times from 5 days to 1 day, increasing transparency for clients.
- Introduced Lean Six Sigma methodologies, resulting in $125,000 annualized savings through the elimination of process bottlenecks and rework.
- Led multiple lean digital transformation initiatives for regulatory reporting workflows
Quality Manager
Tech Mahindra BPS
11.2019 - 03.2022
- Led quality assurance for BFSI BPO operations managing over 200,000 customer interactions monthly, improving accuracy from 93% to 99.5% and reducing transaction errors by 45% within 12 months.
- Developed and implemented tailored quality scorecards and KPIs focused on regulatory compliance, increasing audit pass rates from 85% to 98% while cutting non-compliance incidents by 50%.
- Drove process standardization and quality calibration initiatives across multi-site BFSI BPO delivery centers, enhancing SLA adherence from 90% to 97% and improving client satisfaction scores by 17%.
- Spearheaded root cause analysis and CAPA programs that lowered defect rates by 35% and shortened issue resolution time by 40% in loan processing and insurance claims.
- Led and coached quality analyst team of 15, increasing productivity by 30% and lowering staff turnover by 20% through structured training and engagement programs.
- Automated quality monitoring reports, halving manual effort and delivering real-time insights to senior leadership, enabling faster decision-making.
- Managed compliance with data privacy and regulatory mandates (e.g., MAS mandates & SOX compliance) across BFSI processes, achieving zero audit findings in two consecutive quarters.
- Partnered with client stakeholders for regular quality reviews, achieving 25% reduction in customer complaints related to transaction discrepancies.
Manager - GCC
NTT DATA Global Delivery Services Pvt. Ltd
08.2018 - 09.2019
- Managed a team of 24 F&A professionals, increasing month-end close efficiency by 30% and reducing closing cycle from 8 days to 5 days.
- Achieved 98% SLA adherence for accounts payable and accounts receivable processes while handling over 100,000 transactions per month.
- Led process re-engineering initiatives, improving end-to-end F&A process accuracy from 92% to 99% and reducing rework by 60%.
- Implemented automation solutions that cut manual invoice processing by 45%, saving $350,000 annually in labor costs.
- Drove a 22% reduction in operational costs through vendor negotiations, process improvement, and team cross-training programs.
- Enhanced customer satisfaction scores (CSAT) by 18% through proactive issue resolution and first-contact resolution initiatives, improving client relationships.
- Reduced outstanding receivables by 25% in one year by streamlining collection processes and instituting rapid escalation protocols.
- Coordinated the global transition of F&A processes (AP/AR/GL) for three new internal client (captive) accounts, achieving 100% transition accuracy and zero business disruption.
- Trained and mentored 15+ team members, resulting in a 35% improvement in productivity and a 20% reduction in staff turnover.
- Controlled attrition while managing SLAs and KPIs in accordance with client agreements, ensuring operational compliance.
- Directed F&A shared services operations, focusing on process re-engineering and profitability enhancements.
- Standardized F&A documentation and reconciliations, contributing to a 99% compliance rate during internal and external audits.
- Handle change management and execute projects and deliver using industry identified methodologies (KAIZEN, DMAIC, DFSS etc.).
- Co-ordinate with multiple transition and delivery SPOCs and controllers, stakeholders and drive the projects assigned in my LOB till closure.
- Work closely with the RPA development team to ensure that the identified opportunities are assessed, and RPA tools are used as per feasibility.
- Assess End-to-End processes to identify improvement/automation opportunities and create automation/transformation roadmap.
- Delivered value-added improvements for clientele.
- Ensure BCP and overall governance is performed, and all risks are mitigated or controlled using control chart and other associated tools.
Assistant Manager
Infosys BPS Ltd.
08.2016 - 01.2018
- Managed daily operations, ensuring quality assurance and seamless transition during process change.
- Oversaw onsite and offshore teams to develop comprehensive process documentation.
- Transitioned R2R process from client site in Singapore, worked onsite and ensured smooth transition.
- Created DFSS for a German Wealth Management client from ideation to steady-state.
- Assisted in finance and accounting management, supporting accurate reporting and compliance.
Team Lead
SunGard Global Services
08.2015 - 08.2016
- Evaluated employee skills and knowledge, training and mentoring individuals to enhance competencies.
- Coached team members in essential techniques to improve job task execution.
- Trained new team members on company procedures and safety requirements to ensure compliance.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Worked different stations to provide optimal coverage and meet production goals.
- Designed strategic plan for component development practices to support future projects.
- Adjusted equipment to meet different productivity levels.
Senior Analyst - Investment Banking
WIPRO Ltd. (Credit-Suisse)
11.2011 - 08.2015
- Generated reports on portfolio performance and risk assessment to inform investment strategies.
- Researched macroeconomic, industry and company-specific data to inform investment decisions.
- Developed trading strategies to maximize returns on investments.
- Evaluated performance of existing investments and adjusted accordingly.
- Led GBSS operations for EMEA region, overseeing team performance and process optimization.
- Conducted transaction monitoring and compliance audits to identify potential financial frauds.
- Performed detailed reconciliation and breaks analysis with the Blackline tool to maintain integrity of financial data.
- Created and maintained models, charts, and reports to ensure accuracy in financial analysis.
Team Lead
TATA Consultancy Services Ltd.
11.2009 - 08.2011
- Managed process excellence and delivered a high impact Six Sigma project in this capacity.
- Led order management team, overseeing workflow and process efficiency.
- Managed QA/QC functions for media publishing client to ensure quality standards.
- Evaluated employee skills and knowledge, training and mentoring underperforming individuals.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Worked different stations to provide optimal coverage and meet production goals.
- Adjusted equipment to meet different productivity levels.
Quality Assurance Analyst
WNS Global Services Pvt. Ltd.
01.2008 - 04.2009
- Led quality assurance efforts for online travel & tourism client in the UK, ensuring adherence to quality standards.
- Established product quality objectives and ensured alignment with product specifications, driving overall quality assurance.
- Implemented Lean principles to streamline processes and reduce waste.
- Fostered a collaborative work environment focused on quality and teamwork, enhancing team engagement.
- Addressed operational challenges to optimize workflow efficiency.
- Got ISO 9001 (QMS) certified in this role.
- Migrated the AP process from client site in Working, the UK to India offshore delivery center.
Education
B.B.A/ B.M.S - Marketing Management
West Bengal University of Technology
Kolkata01-2005
Skills
- Process improvement
- Lean Six Sigma
- Robotic process automation
- Digital transformation
- Quality assurance and monitoring
- ISO standards and automation implementation
- Risk management and compliance
- Data analysis
Certification
- Certified Six Sigma Black Belt
- Certified Scrum Master
- Certified RPA tool Practitioner -UI Path
- ISO 9001:2005 (Quality Management System) Certified Lead Auditor
- Google Certified Project Manager
- IBM Certified Project Manager
- IFRS (International Financial Reporting Standard) Certified by KPMG
- Certified Risk Manager by Coursera Learning Network
Timeline
Process Excellence Manager
Wipro Technologies
04.2025 - 11.2025
Senior Quality Assurance Manager
Concentrix Daksh Services India Pvt. Ltd
04.2022 - 03.2025
Quality Manager
Tech Mahindra BPS
11.2019 - 03.2022
Manager - GCC
NTT DATA Global Delivery Services Pvt. Ltd
08.2018 - 09.2019
Assistant Manager
Infosys BPS Ltd.
08.2016 - 01.2018
Team Lead
SunGard Global Services
08.2015 - 08.2016
Senior Analyst - Investment Banking
WIPRO Ltd. (Credit-Suisse)
11.2011 - 08.2015
Team Lead
TATA Consultancy Services Ltd.
11.2009 - 08.2011
Quality Assurance Analyst
WNS Global Services Pvt. Ltd.
01.2008 - 04.2009
B.B.A/ B.M.S - Marketing Management
West Bengal University of Technology