Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
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Ritesh Rai

Manager - Tax
Kolkata,West Bengal

Summary

Accomplished manager with experience managing and motivating professionals and focused on delivering decisive, forward-thinking and positive team leadership to enable efficiency and quality with effective workflows. Smoothly equip employees to independently handle daily functions and meet the clients' needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Have experience in working with different geographic region. Currently handling a team of 11 members working in different projects which includes risk management, Tax compliance services, portfolio management and global compliance and reporting and more.

Overview

4
4
years of post-secondary education
13
13
years of professional experience

Work History

Manager

PwC Service Delivery Center
Kolkata, West Bengal
05.2016 - Current
  • Manage entire projects that range from medium to high complexity, visibility and impact. Projects included transitions, operational improvements, technology deployments and strategic implementations.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Analyzing the budget versus actuals hours and working with the engagement team to manage budgets maintaining an optimal balance between cost effectiveness and investment.
  • Monitor and enhance succession planning framework.
  • Complete ownership of the engagement i.e. Own your work end to end. Flexibility in role and job, crisis management in case of urgent requirement and shadowing the senior manager.
  • Improved operational planning and business frameworks to enhance resource utilization.
  • Ensuring consistent and reliable service delivery by defined KPI, SLA and Reporting adherence. (Service delivery KPIs (SLA adherence), Work allocation KPIs (Capacity allocation, utilization, rationalization, capability building balanced work allocation and reporting (Track, measure and report on the KPI/SLA agreement and other operational and Functional MIS metrics)
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Partake in the hiring process by taking interviews
  • Onboarded new employees, including training, mentoring and new hire documentation.

Senior Associate

Ernst and Young
Bangalore, Karnataka
03.2012 - 02.2016
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Promptly addressed concerns, feedbacks and inquiries to meet high customer satisfaction.
  • Assigned tasks to associates and advanced associates, reviewed performance and devised improvement plans or corrections.
  • Developed junior team members and cultivated collaborative culture.
  • Maintained constructive team environment through effective mediation of disputes between associates and application of motivational techniques.
  • Client management for EY's global compliance and reporting services. Providing project management and service management for tax compliance

Senior Customer Service Executive - Operations

HCL Technologies Ltd BPO Services
Delhi
06.2009 - 11.2010
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Addressed on average 40 inbound customer calls daily.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Increased efficiency and team productivity by promoting operational best practices.

Centre in Charge

Webel Informatics
Darjeeling, West Bengal
03.2007 - 05.2009
  • Monitored all company inventory to ensure the systems are working and highlighting any issues to the director.
  • Carried out day-day-day duties accurately and efficiently.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Served trainees in a friendly, efficient manner following outlined steps of service.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Education

Bachelor of Science - Computer Science And Programming

Kuvempu University
Shimoga, Karnataka
07.2004 - 08.2008

Skills

Staff Management

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Accomplishments

  • Received employee of the Year award in the year 2018.
  • Trained PwC SDC employees on the various automation tools (Alteryx, Tableau and Uipath)

Additional Information

Secondment in EY London office for nine months where I worked closely with the engagement teams for better insights on project and program management aimed at improving process.

Travelled to Australia (Sydney and Melbourne) to attend a series of meetings and trainings with the engagement teams and transition the process which is running successfully.

Timeline

Manager

PwC Service Delivery Center
05.2016 - Current

Senior Associate

Ernst and Young
03.2012 - 02.2016

Senior Customer Service Executive - Operations

HCL Technologies Ltd BPO Services
06.2009 - 11.2010

Centre in Charge

Webel Informatics
03.2007 - 05.2009

Bachelor of Science - Computer Science And Programming

Kuvempu University
07.2004 - 08.2008

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Ritesh RaiManager - Tax