Hi, I’m
Ratul Mitra
Transition Manager
Kolkata,West Bengal
Summary
Certified experienced Transition Manager with a demonstrated history of working in Telecommunication industry. Skilled in Negotiation, Stakeholder Management, Change Control Management, Account Management and Leadership. Professional Transition Specialist with demonstrated ability to lead teams and drive successful change management initiatives. Skilled in process optimization, stakeholder engagement, and risk mitigation. Strong focus on collaboration, flexibility, and achieving measurable results. Known for reliability, adaptability, and effective problem-solving in dynamic environments.
Overview
14
years of professional experience
Work History
Capgemini Technology Services Pvt Ltd
Transition Manager
06.2022 - Current
Job overview
- Currently working as an IT Transition Manager for smooth onboarding of different
- Software Application from the AD(App Development) teams into the ADM(App
- Maintenance) support window, maintaining all the Quality Gates and final Handover to the
- ADM support team .
- Monitored progress of ongoing transitions, identifying potential bottlenecks and implementing solutions to maintain project timelines.
- Applied problem-solving abilities to address unforeseen challenges that arose during the course of transition projects effectively.
- Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
- Collaborated with stakeholders to define objectives, scope, and deliverables for each transition project.
- Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
- Established performance metrics to track progress and measure success of transition initiatives.
- Championed continuous improvement efforts by incorporating feedback from team members and stakeholders into future transition planning and execution strategies.
- Managed multiple simultaneous transitions, ensuring timely completion and minimal disruption to business operations.
- Conducted post-transition assessments to identify areas for improvement and implement necessary adjustments for future projects.
- Identified potential risks and developed mitigation strategies to ensure smooth transitions with minimal impact on business continuity.
- Streamlined transition processes by implementing effective project management methodologies and communication strategies.
- Communicated project updates to stakeholders at all levels.
- Monitored and tracked project progress to support timely completion.
- Partnered with project team members to identify and quickly address problems.
Axa Business Services
Consultant
09.2021 - 06.2022
BT e Serv India Ltd
Project/Transition Lead
07.2020 - 09.2021
Job overview
- Worked as Transition/Project Lead for offshoring major work packages from UK to
- Kolkata/Gurugram for BT Major and Public Sector Customers.
BT e Serv India LtdKolkata
Subject Matter Expert
Job overview
- For UK telecom operator which caters to 160
- Small and medium Enterprise contracts
- The job role includes supporting a team of 22-25 members on their day to day operational activities, coaching and guiding them, handling first level of escalation
- I am also working as a New Hire Process Trainer and Elevate trainer for the CDO Billing and TPCA tower.
BT e Serv India Ltd
Manager
Job overview
- Worked as a Desk Based, (DBCM) for multiple contracts in
- Commercial Delivery Operations (C&DO) & Pricing Activity (Service Request Management) scope of work & responsible for all the deliverables for smooth functioning of the contracts
- Towers that are applicable for the contracts I look after are Billing, TPCA(Third Party
- Contract Administration), Change Management, Query Management & CIM(Commercial
- Inventory Management)
- The role is primarily of an Individual Contributors Role.
Associate
06.2014 - 10.2018
Tata Consultancy Services
Senior Process Associate
05.2013 - 06.2014
Job overview
- Have worked in two separate departments namely Payments & Back Office for
- Commercial Cards Department of CITI BANK(client)
- The business region for both the processes are primarily Europe Middle East & Africa(EMEA)
- The entire department
- Commercial Cards was a part of new migration from a different site.
HSBCKolkata
Customer Service Executive
10.2010 - 04.2013
Job overview
- Job role-Have worked in two different departments which deals with back office operations (advances fraud & manual payment validation) & seven different queues which include non- voice & semi-voice process respectively for both the processes the business region is
- UNITED KINGDOM
- Was a part of a migration process of MIDDLE EAST(UAE) for manual payment validation
- Kolkata
- Kolkata, Establish and lead the new process that is being implemented by ensuring all the pre checks and the SOP
- Implement best Practice within process and team by highlighting gaps and areas for potential improvement in current process
- Review current Service Level Agreement and to make sure that the team adheres to that
- Accountable for Customer Service KPI's (Quality, OTD, RFT) in order to control quality and productivity targets
- Monitor, analyse and report performance against defined targets in scorecard criteria, connect with customer and drive Customer Satisfaction Survey
- Managing compliance to the process and put governance on it
- Supported major Transitions from Operations perspective as a KT Lead
- Have acted as a backup for the Team Manager whenever necessary also supported different teams as SME cover
- Have worked on Multiple contracts & ensure smooth delivery on all the contracts
- Handle back office (and in most cases speaking to the end customer) processing tasks including reconciliations, commercial management and transaction processing in an efficient and accurate fashion for CDSS customers
- Analyse and interpret financial statistics and other data and produce relevant reports
- Adhere to stated policies and procedures relating to quality management
- Have worked as an on role SME(Subject Matter Expert) for the Team
- Have been responsible for multiple on shore transition as a KT Lead
- Delivering excellent customer service without compromising business needs
- Maintain regular and consistent attendance, punctuality and appearance
- Have simplified lot of processes & implemented them to streamline the process
- Used to process payment of Card Holders through various modes(DD Payment, Cheque
- Payment, Manual Payment)
- Used to do internal audit for the team
- Achieved 100% quality/Also received customer as well as client appreciation
- No conceptual errors or client escalation
- Worked as an on role TL for Payments Team attended client calls on weekly basis
- Getting cross trained in back office department which used to take care of various customer queries through email or calls(only clients no end customer
- Used to process customer information as per request & the nature of the queue
- Do necessary investigation as per procedure identify fraud (if any) & take corrective actions
- Cross trained people in two different queues before moving to the new process
- Achieved 100% quality every month, have worked as an internal auditor & trainer for the team
- Have thorough knowledge on various kinds of payments of various currencies, currency cut offs & different types of payments eg
- CHAPS, SWIFT, BOOK etc.
Education
IHM
BSc from Hotel And Hospitality
Administration
Higher Secondary
Skills
- Risk Management
- Stakeholder Management
- Change Control Management
- Offshoring
- Billing Operations(L2C Cycle)
- Service Request Management
- Team Management
- Process Improvement
- Transition Management
- Business analysis
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Project team coordination
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Project tracking
- Relationship building
- Team building
- Risk Management
- Work Planning and Prioritization
- Self motivation
- Assigning work
- Interpersonal skills
- Coaching and mentoring
- Client relations
- Analytical thinking
- Conflict resolution
- Goal setting
- Risk assessment
- Professionalism
- Interpersonal communication
- Communication planning
- Public speaking
- Complex Problem-solving
- Strategic planning
- Schedule management
- MS office
- Time management abilities
- Project management
- Risk management
- Project planning
- Risk analysis
- Cost management
- Process improvement
- Stakeholder negotiations
- Risk mitigation planning
- Stakeholder relations
Accomplishments
- ITIL V4 Certified
- PRINCE2 Foundation & Practitioner
- BT Future Leadership Programme
- KEY PROJECTS DELIVERED
- Currently engaged with Group Business
- Process Owners to standardize the
- Order to Cash Journey for AXA Partners- (To enhance better cash flow and define clear governance process)
- Successfully migrated 47 FTE of PSO Set up work from a Third Party to BT In house - (Cost Savings)
- Offshored first tranche of Service Desk from UK to India
- Total FTE work - 45
- Already completed - 25 FTE
- (Cost
- Savings)
- Delivered multiple cost benefits by running continuous improvement projects by doing Cost v/s Revenue
- Reconciliation and delivered Annual
- External Savings of GBP 1.5 M - (Team
- Level)
Interests
/1988
Father's Name - Sekhar Mitra
Additional Information
- AWARDS & RECOGNITION , Awarded Best Associate of the Month Award (Individual) Awarded Spotlight Award (Team Award) Awarded best SME of Quarter (Team Award)
Timeline
Transition Manager
Capgemini Technology Services Pvt Ltd
06.2022 - Current
Consultant
Axa Business Services
09.2021 - 06.2022
Project/Transition Lead
BT e Serv India Ltd
07.2020 - 09.2021
Associate
06.2014 - 10.2018
Senior Process Associate
Tata Consultancy Services
05.2013 - 06.2014
Customer Service Executive
HSBC
10.2010 - 04.2013
IHM
BSc from Hotel And Hospitality
Administration
Higher Secondary
Subject Matter Expert
BT e Serv India Ltd
Manager
BT e Serv India Ltd
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