Sandesh Pathak
New Delhi
Summary
A versatile player in Operations and Quality Assurance arena, I aspire to be a successful leader and contribute to the Brand and Business profitability of an organization by providing unsurpassed service to both internal and external customers. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
22
22
years of professional experience
Work History
Team Leader – Operations
FIS Global Business Solutions Pvt Ltd
12.2005 - Current
- Supervise, lead and manage a team of 14 members of Fraud Chargeback Services
- Inventory Management as per the TAT defined by stakeholders
- Prepare growth/development plan for the associates and aligning them to the company goals
- As a leader, also ensured the personal development of associates on soft skills and analytics
- Responsible for Production Management, Crisis Management and Resource Management
- Identify training gaps for TMs and nominates them for soft skills/process specific trainings
- Gathers, tracks and reports productivity metrics
- Ensures delivery of the process as per agreed SLAs
- Analyze volume trends to understand the reasons for the peak/fall in the volumes and manage resources accordingly
- Keeping attrition in check through employee engagement practices
- Educate, reinforce, and hold associates accountable for behaviors that support FIS policies and guidelines (i.e., Code of Conduct, Data Privacy, etc.)
- Responsible for SL compliance, accuracy compliance and workforce management in shift and process as a whole
Team Coach/QA
FIS Global Business Solutions Pvt Ltd
09.2009 - Current
- Handling Escalations, Quality Audits, Client feedbacks, calibration calls with client, Procedural Updates and take Process Improvement initiatives
- Mentored/assisted two batches of new hires in the department
- Conducted OJT, parking lot sessions and daily audits of the newly hired associates
- Provided end to end hand holding right from the training till the completion of learning curve
- Ideated and prepared a procedural checklist for the floor associates helping them to focus on mandatory and vital procedures to be followed in their processing
- Identify the opportunities in the quality process and take appropriate steps to resolve them
- Feedbacks review and coaching to associates
- Keep a track of received feedbacks and classify them on the basis of their criticality
- Identify the under-performing associates and design an improvement plan for them which is to be further approved by Team Leader
Team Member/SME
FIS Global Business Solutions Pvt Ltd
01.2005 - 09.2009
- Handling/opening disputes for American Express Credit Card Holders as per the guidelines and procedures established by American Express Bank
- As an SME, prime responsibility was to take care of the queries encountered in day to day working and act as the mentor to the team in handling disputes
- To keep track of all the updates coming from the client side, document them and share with the team
Team Associate
Infotech Enterprises Pvt Ltd
05.2003 - 12.2005
- Company Overview: Infotech Enterprises is involved in the development of the databases for the Car Navigation System and the digital maps
- The company has an effective presence in Europe and the US has the clientele of Siemens, Mercedes Benz and BMW etc
- Was involved in the creation and maintenance of the databases for Car Navigation System and the digital maps using the source material (satellite images, backend databases, mobile mapping, update reports etc.)
- Act on the feedback received from the client regarding updates and revert back to them in the timely manner
- Create and send the bitmap pictures/reports to the executives in the client side who personally visit the geographical locations and provide the actual geometry of the area which is helpful in successful implementation of the client requirement
- Was part of the first team handling the newly arrived critical Mobile Mapping Project
- Infotech Enterprises is involved in the development of the databases for the Car Navigation System and the digital maps
- The company has an effective presence in Europe and the US has the clientele of Siemens, Mercedes Benz and BMW etc
Education
Management Graduate - BBA
Devi Ahilya University
Indore, MP01.1999
Skills
- Operational Leadership
- Work Planning and Prioritization
- Teamwork and collaboration
- Loss prevention
- Quality improvement
- People management
- Daily workflow improvement
- Team Development
- Subject Matter Expert (SME)
- Performance Management
- Customer Satisfaction Measurement
- Customer Complaint Resolution
- Dispute Resolution
- Problem Solving
- Team Management
- Time Management
- MIS Reporting
- Data Analysis
- Quality Reporting
- Operations Reporting
- On-the-Job Training (OJT)
- Team Rostering
- Appraisal Data Management
- Card Domain Knowledge
- Information Security
- ISO 27001
- PCI Audits
- Access Control Metrics
- Training Coordination
- Workshop Facilitation
- Logistics Management
Languages
- English
- Hindi
Hobbies and Interests
- Driving
- Listening Music
Personal Information
- Date of Birth: 12/06/77
- Marital Status: Married
Trainings Initiatives
- Let’s Hire Rights – A workshop on interviewing skills.
- Quality tools training – Implementation of Pareto, Box plots etc.
- Coaching The FIS Way – A workshop on coaching techniques.
- Magic of WE – A team building exercise.
- Automated the MIP process for all the sub skills of Fraud Chargeback Services.
- Initiated major process change as a checkpoint to contain balance transfer errors.
- Created an SOP for new hires in the department which acted as guide to ensure smooth onboarding of the associates.
Timeline
Team Coach/QA
FIS Global Business Solutions Pvt Ltd
09.2009 - Current
Team Leader – Operations
FIS Global Business Solutions Pvt Ltd
12.2005 - Current
Team Member/SME
FIS Global Business Solutions Pvt Ltd
01.2005 - 09.2009
Team Associate
Infotech Enterprises Pvt Ltd
05.2003 - 12.2005
Management Graduate - BBA
Devi Ahilya University
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