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
Similar Profiles
Sam RosenthalSam Rosenthal
Strategy Consultant at AccentureStrategy Consultant at Accenture
Amanjot Kaur LambaAmanjot Kaur Lamba
Workday Integration Consultant at AccentureWorkday Integration Consultant at Accenture
Sheethal Raina KommuSheethal Raina Kommu
Drug Safety Associate at AccentureDrug Safety Associate at Accenture
Sumit PatilSumit Patil
SAP Security and GRC Consultant at AccentureSAP Security and GRC Consultant at Accenture
Sree lekshmiSree lekshmi
ITSM Lead at U.STITSM Lead at U.ST