Ritesh Thakar
Pune
Summary
Instrumental Scrum Master and Operations Manager bringing 15+ years of experience achieving ambitious goals in challenging Non IT/ IT/ITeS environment. Diligent, forward-thinking and adaptable to dynamic company, customer, and project needs. Successful at motivating teams to meet demanding timelines.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Assistant Manager (IO Analytics Support for P&G)
Infosys BPM Ltd
04.2020 - Current
- Continually update process and toolsets following the latest principles and BPS- Incident Mgmt, Request Mgmt, Change Mgmt
- Successfully completed Infosys internal ITIL certification
- Successfully implemented Dashboard Management System for Infosys client in SNOW
- Work on designing of reports in PowerBI and SNOW
- Serving as SPOC for application owners on the client side, platform teams and internal Infosys teams
- Support Tier-1 Operations as authorized within the application
- Ensure proper documentation (FAQ’s, Knowledge articls, Change Playbook
- Govern E2E ITIL Compliance
- Own tracking of action items
- Escalation Management (ensure proper documentation)
- Stakeholder communication
- Ensure support resources are staffed and properly trained
- Support/govern routine activities related to application performance
- Conduct service reviews/feedback gathering from stakeholders and drive operations improvement
- Integrations Governance
- Improving health of the process and driving adoption
- Own overall CSI process
- Analyzing the SLAs and submit the report on missed SLAs
- Daily/ Weekly connect with onshore stakeholders
- Conducting MBRs and QBRs.
- Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
- Identified potential risks early in the project lifecycle and implemented mitigation strategies accordingly.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Wrote, updated and maintained project documentation.
- Facilitated seamless integration of new team members into existing projects without compromising productivity levels.
- Developed and introduced IT strategies to improve operational efficiency.
- Led cross-functional teams to successfully complete IT projects.
- Coached cross-functional teams on Agile principles, leading to an increase in successful project deliveries.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Assistant Manager (Service Delivery Quality and Operations)
Infosys BPM Ltd
09.2015 - 04.2020
- Setting up the parameters for Transaction Monitoring sheet
- Develop and Deploy TM
- Data analysis, reporting and feedback sharing and action for improvement
- Handling customer complaint management process
- Facilitate Improvement projects opportunity identification
- Drive SOP audits across the engagement
- Preparing weekly/monthly reports and dashboards
- Design and implement FMEA
- Finalizing sampling methodology
- Closing of all the NCs (nonconformities) which were observed during internal and statutory audits
- Collate data and prepare Process Capability Analysis
- Conducting Quality related quiz
- Analyzing the SLAs and submit the report on missed SLAs
- Daily/ Weekly connect with onshore stakeholders
- Conducting MBRs and QBRs
- Preparing SLA dashboard on monthly basis
- Assisting the team in drafting accurate RCAs for internal and external errors
- Publishing the daily report on volume trends and backlog
- Identifying the best practices and implementing the same to enhance the overall process
- Conducting process knowledge test for the entire team and analyzing results.
Team Lead (FnA)
Infosys BPO Ltd
07.2012 - 08.2015
- Played key role in end to end transition and stabilization of FnA process followed by organizing training sessions for the employees
- Distinguished for successfully completing the green belt project leading to quality enhancement of the process
- Manage day to day activities related to AP AR process in Pune including an onshore team of 6 FTEs based in Poland
- Perform quality checks to ensure compliance to quality parameters for the FnA process and UAT prior to implementing new interface
- Participate in vendor bidding, manage MRO and sourcing activities
- Maintain regular interaction with stakeholders/ COH/ external clients pertaining to business and operational requirements
- Update SLA’s, SQP & Transaction Monitoring sheets for quality purpose including EWI tracker (Early Warning Indicator)
- Enhance client satisfaction through prompt resolution of issues and by rendering qualitative service delivery
- Optimize resource utilization and streamline processes for enhancing operational efficiency as well as departmental profitability
- Evaluate team performance and provide productivity enhancement feedback
- Organize training sessions for team members based on identified training needs
- Generate/ update various status reports for the senior management team and other stakeholders to enable effective decision making.
Sr. Financial Analyst / Management Associate
Avaya India Pvt. Ltd
06.2007 - 07.2012
- Played key role in remote transition of channel report work, other monthly reports, EMEA and UK Mailbox Process
- Transitioned HR Mobility Process
- Conducted Essbase training and implemented various reports
- Rated high for effectively conducting XMS EMEA audits
- Independently managed regional channel partner reports including other reports encompassing EMEA UK region to the management for evaluating and implementing policy decisions
- Highlighted organizational financial health by updating the management on revenue and cost position related to day to day operations
- Maintained regular interaction with vendors and team members pertaining to various business and operational issues
- Participated in weekly calls to ascertain region wise performance of the company and highlight issues with potential business and revenue impact
- Distributed Accounts Payable invoices globally (SAP) received through email or on share drive to associates for processing
- Monitored day to day business volume and deployed adequate resources for maintaining various SLA parameters
- Followed up with onshore team on invoice related issues
- Interacted with the management for understanding and developing new reports based on business requirements
- Evaluated team performance and organized training sessions for new recruits.
Team Member – Finance
JP Morgan Chase Bank
11.2005 - 06.2007
- Core member of the research team involved in resolving issues related to processing of vouchers
- Recipient of “Best Team of the Quarter – III Qtr ‘06” award for providing exemplary service delivery
- Evaluated submitted invoices to ensure compliance to bank policies and other statutory regulations
- Coordinated activities related to evaluating cases escalated by the data entry team and collaborating with the LOB for resolving issues and resuming the payment process
- Liaised with Data Entry, Edit and Corrections to minimize number of items moving into research for efficiently maintaining TAT from supplier perspective
- Followed up with team members in effectively resolving invoice related queries
- Acquainted customers on invoice processing procedures
- Maintained updated knowledge on various queues, special handling, data entry and quality assurance
- Organized training sessions for team members based on identified training needs
- Updated business status to the senior management team using detailed reports and presentations to enable effective decision making.
Accounts Executive / Process Associate – Price Protection
Hewlett Packard
01.2004 - 10.2005
- Recipient of Bronze Award for maintaining 100% accuracy in day to day transactions
- Actively participated in trainings on business communication, operations management, six sigma and quality analysis
- Ensured rebate to the HP vendors worldwide to protect from price fluctuations and market volatility
- Coordinated activities related to securing major deals and bids, authenticating deals/ bids submitted by vendors
- Maintained accounts for major HP vendors like Tech Data, Ingram Micro amongst others
- Conducted quality analysis deals and bids processed to ensure compliance to organizational policies/ procedures as well as industry standards.
Education
Diploma in Financial Management -
IMDR, Pune
Master of Commerce - undefined
University of Pune
Bachelor of Commerce - undefined
University of Pune
Skills
Scrum Alliance Certified Scrum Master
Customer rapport
Interpersonal Relations
Managing Operations and Efficiency
Project management abilities
Employee Development
Problem-Solving
Microsoft Power BI certified
ITIL & Data Analytics
Risk Management
Internal Controls
Quality Assurance
Process & Transition Management
Vendor & Stakeholder Interaction
Performance Analysis
Team Leadership
Agile Coaching
Effective Communication
Sprint Planning
Retrospective Analysis
Scrum Framework Expertise
Middle Management
Finance/ Manufacturing/ ITES/ITIL/Data Analytics
Executive Synopsis
ITIL: Strong Operations Management, ITIL domain knowledge. Experience in Numerify Dashboards, SNOW reporting and report building, Power BI Certified
Process Improvement: Skilled in implementation of industry best practices and other process improvement initiatives aimed at rendering qualitative service delivery
Process Transition & Streamlining: Proven ability in transitioning and stabilizing processes across the career spectrum. Proficient in streamlining internal & external reporting processes and implementing latest practices/ automation in operations
Quality Management: Proficient in implementing various quality control parameters based on Six Sigma principles leading to superior service quality
Management Reporting: Consolidate/ evaluate data for preparing various business or operational related reports for the management to enable effective decision making
Finance Management: Adept at verifying and processing invoices, interacting with vendors on invoice related issues, managing accounts receivables/ payables for maintaining organizational bottom lines
Team Leadership: Well versed in developing efficient teams through imbibing of team culture and spirits. High-level leadership and mentoring ability. Excellent interpersonal, communication and presentation skills
Others: Knowledge of international work cultures by virtue of regular interaction with global clients
Languages Known
English, Hindi and Marathi
Professional Development
- German language Level A1
- Yellow Belt Training
- Disaster Recovery Representative(DRR)
- Quality Analyst Workshop
- Business Operations
Passport Details
G5732559 valid till 2029
Personal Information
Date of Birth: 08/25/1981
References
Available upon Request
Certification
Scrum Alliance Certified Scrum Master
Timeline
Scrum Alliance Certified Scrum Master
04-2024
Microsoft Certified Power BI Developer (PL 300)
03-2024
Assistant Manager (IO Analytics Support for P&G)
Infosys BPM Ltd
04.2020 - Current
Assistant Manager (Service Delivery Quality and Operations)
Infosys BPM Ltd
09.2015 - 04.2020
Team Lead (FnA)
Infosys BPO Ltd
07.2012 - 08.2015
Sr. Financial Analyst / Management Associate
Avaya India Pvt. Ltd
06.2007 - 07.2012
Team Member – Finance
JP Morgan Chase Bank
11.2005 - 06.2007
Accounts Executive / Process Associate – Price Protection
Hewlett Packard
01.2004 - 10.2005
Diploma in Financial Management -
IMDR, Pune
Master of Commerce - undefined
University of Pune
Bachelor of Commerce - undefined
University of Pune