Summary
Overview
Work History
Education
Skills
Timeline
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SANTANU MALAKAR

SANTANU MALAKAR

Business Process Lead

Summary

Business Process Lead with 7 years of experience in life insurance and annuity, and overall 5.5 years of experience in team handling, adept at team management and KPI monitoring. Proven track record in process improvement and performance evaluation, leading teams to exceed SLAs. Skilled in root cause analysis, driving efficiency in high-pressure environments while fostering stakeholder engagement.

Overview

21
21
years of professional experience

Work History

Business Process Lead

TCS(A reputed US based Bank)
05.2023 - Current
  • Currently working in TCS IT team as a Tech Lead in a reputed US based banking project and handling a team of 35 Engineers working on Mainframe, linux, Splunk.
  • Team is responsible for setting up health checks, creating alerts to automate the incident generation process for smooth monitoring of the applications.

Business Process Lead

TCS(A UK based life insurance company)
01.2020 - 04.2023
  • Worked as a team leader on a UK based life insurance company, managed a team of 22 associates, processing death and annuity claims.
  • Meeting customer SLAs and ensuring timely delivery.
  • Rightsizing the team based on the forecasted volume.
  • Monitoring KPIs related to SLAs, such as response times and resolution times.
  • Managing the team's performance by providing feedback, setting expectations, creating an action plan, and monitoring the progress.
  • Creating training plan after assessing the knowledge gap of the non-performers, underachievers.
  • Responsible for performance appraisals.

Quality Analyst

TCS(A UK based life insurance company)
06.2016 - 12.2019
  • Identifying defects, errors, and inconsistencies in data, calculations, and workflows.
  • Analyzing the root cause of issues and working with relevant team members.
  • Providing process updates and individual feedback.

Sr Associate

Concentrix Pvt Ltd
Kolkata
05.2011 - 05.2016
  • Transaction processing in a reputed bank in UK.

Executive

Aegis Ltd
Kolkata
01.2010 - 11.2010

Office Assistant

Kankurgachi Computer Plaza Education Society
Kolkata
02.2004 - 07.2006

Education

Bachelor in Arts -

Calcutta University

Skills

  • Leadership & Team Management
  • KPI monitoring
  • Process improvement
  • Performance evaluation
  • Root cause analysis
  • Stakeholder engagement

Timeline

Business Process Lead

TCS(A reputed US based Bank)
05.2023 - Current

Business Process Lead

TCS(A UK based life insurance company)
01.2020 - 04.2023

Quality Analyst

TCS(A UK based life insurance company)
06.2016 - 12.2019

Sr Associate

Concentrix Pvt Ltd
05.2011 - 05.2016

Executive

Aegis Ltd
01.2010 - 11.2010

Office Assistant

Kankurgachi Computer Plaza Education Society
02.2004 - 07.2006

Bachelor in Arts -

Calcutta University

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SANTANU MALAKAR