Rizwan Khan
Business Process Lead
Vasai
Summary
Being a result oriented individual, I am seeking a challenging position where my academic background & skills can contribute to your esteemed organization’s goals objectives and also enhance my interpersonal skills by providing better solutions in the company’s favor, further with any tasks entrusted to me.
Overview
13
13
years of professional experience
5
5
Certificates
Work History
Business Process Lead
TATA Consultancy Services
07.2022 - Current
- Managing a team of 15 associates
- Preparing daily workloads for associates & coordinating daily allocation of work
- Mentoring team members and new joiners in their ongoing process improvement projects
- Coordinating with clients for error reviews and feedback through calls & emails
- Preparing Communication logs for any process updates provided by client
- Sharing and providing feedback to the team members for any external or internal errors committed by them
- Performing RCA for external errors/ Internal errors and providing resolution to reduce them
- Preparing monthly report card based on individual monthly performance and providing feedback to them accordingly
- Work with onshore team to identify opportunities for process improvement and implement solutions
- Responsible for effective, timely and accurate client communication
- Handle operational and financial functions as per SLA within prescribed TAT.
Senior Business Consultant
TATA Consultancy Services
Thane
09.2014 - 07.2022
- Identify the process documents from the list of documents shared by clients
- Attend process training conducted by clients
- Identify the gaps in the process documents based on the process training conducted by clients
- Conducting training for the new trainees in process and ensuring that they get signed off in the time frame as laid by the management
- Authorizing payments, premium statements, sending and approving policy statements
- Conducting refresher sessions for under performing staff within my team
- Conducting Audits, Investigating and validating complaints
- Ensure optimum performance and Customer satisfaction
- Preparing the OSLA (Outside service Level Agreement) report of the team and providing reason to Team Manager
- Updating the Business Process Manual with any change in process.
Technical Professional Associate
CONVERGYS (Stream Global Services)
10.2012 - 09.2014
- Resolving customer queries through chat
- Escalation and grievance handling
- Team supervision, SME
- Maintaining the Dissatisfied customer’s percentage
- Working on four chat window at a time
- Quick resolution to the customers’ query
- Tracking break sheet.
Process Associate
OCWEN financial solutions Pvt. Ltd.
08.2011 - 06.2012
- Reconciliation for client using multiple applications on monthly basis
- Informing superiors regarding monthly reconciliation through conference call
- Investor research of MINs and loans in MERS website
- Preparing daily, weekly and monthly MIS of the team
- Handling process also backing up for various processes in case of contingency
- Handling team in absence of team leader
- Process QC of team on daily basis
- Preparing QC spreadsheets weekly and monthly as per process
Education
Post-Graduation in Operation Management - undefined
Percentage: 59.00%
B.com - undefined
Percentage: 53.44%
H.S.C - undefined
Percentage: 64.33%
S.S.C - undefined
Percentage: 61.86%
Skills
Lean Six Sigma
Process Mapping
Business Analysis
Multitasking Abilities
Interpersonal Skills
Time management abilities
Certification
Investment Banking
Timeline
Business Process Lead - TATA Consultancy Services
07.2022 - Current
Senior Business Consultant - TATA Consultancy Services
09.2014 - 07.2022
Technical Professional Associate - CONVERGYS (Stream Global Services)
10.2012 - 09.2014
Process Associate - OCWEN financial solutions Pvt. Ltd.
08.2011 - 06.2012
DR.P.N.Welingkar College, Mumbai University - Post-Graduation in Operation Management,
St. G.G College, Mumbai University - B.com,
New English Jr College, Mumbai University - H.S.C,
RV Nerker School, Mumbai University - S.S.C,