Summary
Overview
Work History
Education
Skills
Middle Management
Executive Synopsis
Languages Known
Professional Development
Passport Details
Personal Information
References
Certification
Timeline
Generic

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

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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
Ritesh Thakar