RAJDWIP BANERJEE
Summary
Dynamic ITSM Lead with a proven track record at Accenture, excelling in ITIL frameworks and incident management. Spearheaded performance reporting initiatives, enhancing service delivery and stakeholder communication. Adept at leading high-performing teams, fostering accountability, and driving continuous improvement in IT service management processes. Recognized for strategic leadership and impactful service governance.
Overview
23
23
years of professional experience
1
1
Certification
Work History
ITSM Lead
Accenture
11.2023 - Current
- Providing strategic leadership and governance to the IT Service Management (ITSM) function
- Responsible for establishing policies, procedures and best practices based on ITIL frameworks
- Act as the primary owner for key ITSM processes, such as Incident, Problem, Change, and Configuration Management
- Establish robust metrics and reporting mechanisms to monitor the health and performance of IT services. This includes developing dashboards, generating reports for senior leadership, and conducting regular service reviews
- Serve as the central point of contact for service-related matters, managing communication with internal business units, external vendors, and executive stakeholders.
- Lead, mentor, and develop a high-performing ITSM team. This includes setting clear goals, conducting performance evaluations, and fostering a culture of accountability and professional growth.
- Led the development and presentation of end-of-month (EOM) performance metrics and service reports to key clients in formal governance decks. I am a key point of contact for crucial client communications, ensuring transparency, managing expectations, and aligning IT service delivery with client business objectives
Manager Operations
Teleperformance
04.2022 - 11.2023
- Company Overview: (International Business Unit)
- Handling 300+ FTEs, 12 TLs & 2 AMs across 3 LOBs
- Ensuring all the functional KPIs are adhered to and met as per defined SLA
- Attending regular client calls & internal stake holder calls to review achievements and challenges
- Attending multi Geo WBR to discuss highlights and lowlights
- Weekly review of AM / Team Leader performance and setting step up goals
- Attending & presenting WBR and MBR calls with clients / Internal stake holders
- Conducting interviews for TL/ AM / associate levels
- Ensuring improved performance and productivity through innovative business approach
- Collaborating with Quality and Training team to identify issues and present resolution
- (International Business Unit)
Deputy Manager Operations
Hinduja Global Solutions
12.2021 - 04.2022
- Company Overview: (HGS)
- Handling 180+ FTEs, 6 TLs & 2 AMs across 2 different LOBs
- Ensuring all the functional KPIs are adhered to and met as per defined SLA
- Attending regular client calls & internal stake holder calls to review achievements and challenges
- Weekly review of AM / Team Leader performance and setting step up goals
- Attending & presenting WBR and MBR calls with clients / Internal stake holders
- Conducting interviews for TL/ AM / associate levels
- Ensuring improved performance and productivity through innovative business approach
- (HGS)
Service Delivery Team Leader
Merit Software
04.2021 - 12.2021
- Company Overview: (UK Based Research Firm)
- Monitoring and ensuring meeting various hygiene parameters like Attrition, Shrinkage and optimized productivity management as per client requirement.
- Defining and designing SOPs for operational directives to optimize our output and to honor clauses and achievement targets as stated in SOW.
- Ensuring our team carries out the best business research leveraging state of the art BOT for scraping data as per predefined algorithms.
- Continuous improvement in catering with valuable business inputs to our clients (Retail & Civil Engineering firms) with end to end research procedure.
- Attending DCs with client and internal stakeholders to analyze D-1 output and developing strategies for further augmentation of our output.
- (UK Based Research Firm)
Assistant Manager
Concentrix
05.2016 - 04.2021
- Company Overview: (India in JIO EAST RCC, Sprint Telecom)
- Spearheading the entire project management and consulting initiatives right from conceptualization, strategic & project planning within the set parameters and operational analysis.
- Establishing a communication schedule to update stakeholders, including appropriate staff in the organization on the progress of the project.
- Improving the monthly KPIs, including AHT, CSAT, and Shrinkage, BPO score and monthly online tests and Live Floor Quiz by maintaining seamless coordination with team members.
- Attending client operations and process conference calls and weekly client-oriented call calibrations.
- Submitting manager’s self-analysis and root cause analysis on monthly basis for the customer.
- Enhancing process knowledge by arranging refresher sessions, daily briefings and huddles for the agents.
- Attending Weekly Review Meetings, Monthly Review Meetings and Quarterly Business Review Meetings with the Operations team and Senior Management.
- Managing the entire gamut of activities pertaining to client level escalation process for the entire business.
- Implementing various process improvement initiatives, establishing processes, streamlining workflow, creating a structured work environment to improve overall productivity.
- Recruiting, interviewing and selecting staff and/or volunteers with appropriate skills for the project activities, ensuring that all project personnel receive an appropriate orientation to the organization and the project.
- Ensuring that the project deliverables are on time, within budget and at the required level of quality.
- (India in JIO EAST RCC, Sprint Telecom)
Senior Team Leader Client - Comcast
On-Process Technologies
11.2014 - 04.2016
- Company Overview: (American Logistic Firm)
- Singlehandedly managed and developed monthly stacks by leading a team of 40 Voice Agents and 2 SME’s.
- Improved overall efficiency by submitting Managers self-analysis and root cause analysis for the Customer.
- Facilitated work direction to one or more staff or acted as a team lead on designated projects or assignments with the accountability conducting data analyses and recommending breakthrough to critical problems.
- Stellar in improving business processes through information systems and/or non-system driver changes and successfully prepared proposals to develop new systems and/or operational changes.
- Handling the entire project lifecycle process that includes project initiation, delivery, client liaison, stakeholder management, post implementation review and close out & handover.
- Involved in identifying problems, formulating tactical plans, initiating change to implement effective process, programs and manage modern business systems and ventures in challenging & diverse environments.
- Established the overall training & development function and prepared case studies, scenarios & best practices to share with trainees.
- Drove training support systems, ensuring regular up gradation, maintenance of all knowledge support systems as per the norms and implementing processes to make the training function process driven.
- Recognized Agents for their efforts towards self-performance and rewarded them under RnR within the team and the process.
- Motivated the team and placed them within the organization by means of internal Job postings.
- Played a prominent role in previewing the entire report preparation, involving: Performance tracker to track BQ management, daily dashboards, process leakage reports, shrinkage reports, performance incentive report, value stream mapping and FTE planning, and RnR reports.
- (American Logistic Firm)
Process Operations Manager
Reform Consulting Pvt. Ltd
01.2012 - 11.2014
Multiple Positions
IBM GPS Kolkata
01.2007 - 12.2011
Business Development Executive
Leather Ad.
11.2002 - 12.2006
Education
B.A - English Hons
Calcutta University
01.2002
Skills
- ITIL framework
- Incident management
- Change management
- Configuration management
- Service reporting
- Performance management
Prominent Projects Handled
- PCCS Score, Improved Post Call Customer Survey score (PCCS) for Bell Canada in IBM.
- SR Close looping, Launched a SR Close Looping project for Reliance JIO in Concentrix.
- CAT CFA Augmentation Program, Improved Quality score (R&P metric) for Reliance JIO in Concentrix.
- CSAT Score, Enhanced CSAT Score at a site level for Reliance JIO in Concentrix.
Certification
- ITIL V4 Foundation
- ITIL 4 Strategist DPI
- Gen AI foundation Certificate – upGrad & Microsoft
- Lean Six Sigma Green Belt
- Lean Six Sigma Black Belt (Training certified)
Accomplishments
- Best Service Delivery Manager, 04/01/23, Teleperformance International Business
- Critical Business Award (Business Partner Award), 01/01/22, Teleperformance IBU
- Best Employee for Call Beyond Duty, 01/01/20
- Manager Shine Award, 01/01/17, Concentrix, 3
- Hall of Fame, 01/01/19
- Top Talent for the Year, 01/01/08, IBM Daksh
- STAR (Super Talented Achiever), 01/01/09
- GEM (Going Extra Mile), 01/01/09
- Torchbearer, 04/01/11
- Process Leader, 01/01/19
Expertise Profile
True, True, True, True, True, True, True, True, True, True, True, True, True, True, True, True
Personal Information
- Pan Number: ALMPB4605K
- Date of Birth: 05/18/79
Timeline
ITSM Lead
Accenture
11.2023 - Current
Manager Operations
Teleperformance
04.2022 - 11.2023
Deputy Manager Operations
Hinduja Global Solutions
12.2021 - 04.2022
Service Delivery Team Leader
Merit Software
04.2021 - 12.2021
Assistant Manager
Concentrix
05.2016 - 04.2021
Senior Team Leader Client - Comcast
On-Process Technologies
11.2014 - 04.2016
Process Operations Manager
Reform Consulting Pvt. Ltd
01.2012 - 11.2014
Multiple Positions
IBM GPS Kolkata
01.2007 - 12.2011
Business Development Executive
Leather Ad.
11.2002 - 12.2006
B.A - English Hons
Calcutta University
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