Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Work Preference
Timeline
Generic
Savithri B B

Savithri B B

Manager II - Training & Transactional Quality
Bengaluru

Summary

Dynamic and results-driven Training & Quality Manager with 20+ years of experience in Banking, Insurance,Mortgage & Telecom industries. Proficiencies in implementing strategic quality initiatives, strengthen quality management process, drive process improvements and ensure compliance with industry standards and regulatory requirements. Strong leadership abilities, adept at building and leading high-performing teams, effectively collaborating with cross-functional stakeholders to achieve organizational objectives.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Manager II- Training & Transactional Quality

Concentrix
06.2023 - Current
  • Managing training and quality assurance processes for a critical account, specializing in secured and unsecured responsible lending.
  • Played a pivotal role in the seamless transition of three line of business - blended service encompassing voice and back-office operations, Unsecured lending and Quality Assurance as a service.
  • Developed and implemented quality assurance processes and procedures to ensure compliance with industry standards and regulatory requirements.
  • Establish key performance indicators (KPIs) and metrics to measure quality performance, and analyze data to identify areas for improvement and implement corrective actions.
  • Partnered with the clients to understand end to end product cycle and implemented streamlined processes.
  • Facilitating collaborative performance reviews with delivery teams to assess operational effectiveness and outcomes.
  • Conducted rigorous testing of controls and systematically updated FMEAs to proactively identify and mitigate potential risks, ensuring product/service reliability and regulatory compliance.
  • Drive initiatives and campaigns to drive improvement ideas
  • Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment.

Manager I - Transactional Quality

Concentrix
08.2017 - 06.2023
  • Accountable for delivering service levels as agreed upon with clients, ensuring adherence to contractual commitments and fostering strong client relationships through consistent performance excellence.
  • Deployed advanced processes and methodologies to consistently deliver best-in-class service to end customers
  • Demonstrated velocity by collaborating closely with delivery teams to successfully transition over 700 staff members within a tight timeframe of 5 months. Led the planning of comprehensive training requirements and accreditation processes to ensure a smooth and efficient transition process
  • Providing direction and guidance to the team at all stages to ensure alignment with organizational objectives
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Closely collaborated with the Business Continuity Planning (BCP) site in Philippines across various locations, strategizing and coordinating contingency staff planning to ensure seamless operations during unforeseen circumstances or disruptions.
  • Spearheaded compliance audit, resulting in zero instances of non-adherence
  • Implemented and drove continuous improvement initiatives, fostering a culture of innovation.

Deputy Manager- Transactional Quality

Concentrix
12.2014 - 08.2017
  • Managed a team of 21 colleagues ensuring day to day contractual deliverables are achieved.
  • Collaborate between clients and delivery teams, serving as a liaison to provide clear direction and strategic guidance for operational success.
  • Participated in daily, weekly, fortnightly, and monthly reviews, maintaining regular communication and alignment with onshore counterparts
  • Implemented quality improvement initiatives aimed at enhancing customer and client experiences.
  • Implementation of the COPC model and drove the team towards achieving 100% compliance with COPC standards.
  • Conducted impact assessments on process changes to identify potential risks and developed strategies for mitigation.
  • Review and update FMEA (Failure Mode Effect Analysis) and conduct deep dive analysis on the potential risks.

Team Leader - Transactional Quality

Concentrix
02.2012 - 12.2014
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Played an integral role in two transitions related to remediation and insurance. Contributed expertise and leadership throughout the transition process, ensuring seamless migrations.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Review of process monitoring plan on a monthly basis and set action plans for failed controls.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.


Quality Analyst

Firstsource Solutions Pvt.Ltd
03.2003 - 02.2012
  • Perform audits for the associates & provide one to one feedback on area of improvement.
  • Recorded findings of inspection process, collaborating with delivery to implement corrective actions.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Generated comprehensive weekly and monthly reports, consolidating key performance indicators, progress updates, and actionable insights
  • Conducting need- based analysis for optimum customer experience in close coordination with training department

Audit Assistant

Rajesh Exports Limited
09.2001 - 03.2003
  • Preparation and auditing of day to day books of accounts.
  • Drafting minutes and preparation of notices of various board meetings.
  • Correspondence and direct dealing with the clients on various issues.
  • All other duties as being delegated from time to time.

Education

Bachelor in Commerce -

Bangalore University
Bengaluru, India
05-2001

Skills

  • Quality Assurance and Quality Control
  • Risk Management
  • Performance Management
  • Leadership and Team Management

Accomplishments

  • Client Survey (VOC) 9+ rating over 10 for last 12 years.
  • Seamlessly transitioned 5 diverse line of work.
  • Delivered consistent excellence by achieving zero audit failures in audits conducted by both Internal and External Controls teams.
  • Received numerous organizational-level awards and recognitions for exceptional performance.
  • Recognized as Inspiring role model under the category “ Breakthrough Women's Network ” as part of Inclusion and Diversity

Languages

English
Advanced (C1)
Hindi
Intermediate (B1)
Kannada
Advanced (C1)
Kodava
Bilingual or Proficient (C2)

Certification

  • Certified in ISA Administration (Individual Savings Account), CF1 (Certificate in UK finance Services, Regulations & Ethics), FA2 (Certificate in Financial Administration) through Chartered Institute for Securities & Investment and Chartered Institute of Investments

  • Yellow Belt Certified, Green Belt Trained

Work Preference

Work Type

Full Time

Location Preference

On-Site

Important To Me

Work-life balanceCareer advancementFlexible work hoursPersonal development programs

Timeline

Manager II- Training & Transactional Quality

Concentrix
06.2023 - Current

Manager I - Transactional Quality

Concentrix
08.2017 - 06.2023

Deputy Manager- Transactional Quality

Concentrix
12.2014 - 08.2017

Team Leader - Transactional Quality

Concentrix
02.2012 - 12.2014

Quality Analyst

Firstsource Solutions Pvt.Ltd
03.2003 - 02.2012

Audit Assistant

Rajesh Exports Limited
09.2001 - 03.2003

Bachelor in Commerce -

Bangalore University

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Savithri B BManager II - Training & Transactional Quality