SANGITA DAS ADHIKARY
Mumbai
Summary
A competent and passionate professional with over 20 years' experience in Service Delivery, Operations, Fraud/Internal Investigations, DLP (Data Loss Prevention) Investigation, Client Servicing, Quality Management and Team Management with reputed organizations. Visionary operations leader with experience managing multiple business programs, including planning, budgeting, developing and administration. Proven track record in conceptualizing by creating strategy and governance programs to accomplish the key organizational targets with high-level leadership and mentoring abilities. Proven record of accomplishment in managing processes, ensuring business profitability, streamlining workflow & enhance productivity with innovation. A successful people leader.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director Operations
Teleperformance
Mumbai
06.2023 - Current
- Leading a team of 600 FTE for a fintech client in an operations capacity.
- Attained operational stability for the process.
- Managed budgets for operations departments and ensured cost-effectiveness.
- Analyzed customer feedback to identify opportunities for process optimization.
- Part of the Network of Women initiative of our organization mentoring new leaders
Senior Manager, Manager, Team Leader & Senior Team
Concentrix
New Delhi, Bangalore
01.2013 - 06.2023
- Responsible for directing the activities of Customer Service, Lead Generation, and Technical Support for a few of the world's largest Financial and Telecom clients.
- Led the budgeting and forecasting activities, henceforth achieving P&L goals.
- Set up new businesses across different geographies.
- Lead high-profile investigations pertaining to financial fraud, data breaches, bribery, corruption, etc.
- Worked on and implemented a project of standardizing disciplinary guidelines (Consequence Management Policy) for the organization.
- Won various leadership awards.
- Led CSR events.
- Part of the Network of Women initiative of our organization mentoring new leaders
Assistant Manager - Ops, Quality, SME, Agent
HSBC HDPI
Bangalore
04.2004 - 06.2012
- Won awards for leadership excellence.
- I have led several operations teams to success in managing Sales and Customer Service hand in hand.
- Delivered various leadership-training programs.
- Project completed for coaching and feedback accreditation for Team Leaders.
Education
MBA - Human Resources
Amity University
New Delhi01.2022
Skills
- Power BI
- Skillsoft
- Leadership
- Critical thinking
- PNL management
- Adaptability
- Client account management
- Financial planning
- Organizational development
- Operational excellence
Languages
- English
- Bengali
- Hindi
Languages
English
First Language
Bengali
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Certification
- Power BI, Skillsoft Certifications
- Information Security Governance, Skillsoft
- Training Facilitator, Blue Sky Performance Management Company, U.K
Timeline
Director Operations
Teleperformance
06.2023 - Current
Senior Manager, Manager, Team Leader & Senior Team
Concentrix
01.2013 - 06.2023
Assistant Manager - Ops, Quality, SME, Agent
HSBC HDPI
04.2004 - 06.2012
MBA - Human Resources
Amity University
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