SHOBHIT GUPTA
New Delhi
Summary
Career Objective
To serve an esteemed, dynamic, progressive, and career-oriented organization that allows me to contribute a visionary global perspective by displaying leadership & integrity in a growing and learning environment by holding responsible position with an unrestrained vertical growth, ensuring credible performance that leads the reputation on to a high pedestal.
PROFESSIONAL SUMMARY
Highly motivated, goal -oriented and result driven Professional with 18+ years of extensive hands-on experience in Work Force Management, Project Management, Governance, Risk Mitigation, Contact Center Operations, People Management, New hire Training and Sales. Possess strong ability to provide individuals and teams of cross- functional professional towards achieving common goals utilizing excellent negotiation, teamwork, motivation, and staff development skills including the ability to act as a role model within the organization. Well-versed in making effective and concise decisions even under extreme conditions, utilizing professional approaches to ensure and promote high customer satisfaction and low operational costs. Demonstrated experience in Business process enhancement and revenue optimization with persistence, personal integrity, and directed energies as major strengths and a universally praising team spirit and determination to conquer challenges.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Team Leader, Global Contact and Capacity Mgt.
American Express India Pvt Ltd
GGN
12.2014 - Current
- Leading IDs and Access management work for multiple business functions and Org. across 21 markets and for over 10,000+ FTEs with utmost focus on accuracy, output and efficiency.
- Managing Team of 17 and leading team of 9 professionals within organization and helping them in coordinating and working towards high standards of business ethics
- Exemplify strength in American Express Leadership Model: set the agenda, bring others with you and do it the right way, and put enterprise thinking first.
- Responsible for Project Management, Performance enhancement, Business continuity management and up-skilling drives
- Handling recruitment processes of Colleagues and partnering with third-party consultants.
- Liaising with Strategic Sourcing and other teams to ensure flawless execution to maintain internal and external service level agreements
- Partner with functional leaders, Strategic Business Partners and Senior leaders to maintain continuous improvements of various activities.
- Stimulating Career development paths for direct reports matching their long-term collective goals
- Performing deep dive analysis on metric and volume trends; Manage end to end Post Authorization Review revocation process including PAR audits critical to business (Process Risk Self-Assessment (PRSA)
- Monitors, controls and maintain first level of Governance
- Creating infrastructures for proper governance of IDs within compliance/ Audit guidelines and strategies for transformation and improvements in ID Management process
- Proven ability to effectively lead and develop team of diverse backgrounds
- Liaison with BUSA/IAM and multiple stakeholders to meet SOX guidelines with IBM, Lead Architectures, Avaya Voice, TCS & Infosys for Project management, Migrations, Transitions & Implementation
- Excellent planning and organizations skills including ability to manage inter-dependencies and execute under stringent timelines
- Proven ability to assess internal/external factors and link together to develop appropriate business and IDs risk management strategies and actions by placing Risk and Control disciplines.
- Exceptional drive and commitment; ability to work and thrive in in fast changing, results driven environment; and proven ability in handling competing priorities.
- Strong analytical skills with ability to clearly articulate complexities and business requirements.
- Initiative-taker and ability to work effectively and influence across departmental and geographic boundaries.
- Demonstrated Learning Agility make decisions quickly with highest level of integrity
- Strong verbal and written communication skills, with ability to translate between various technical and non-technical audiences
- Conduct independent, proactive risk management and oversight of technology, cybersecurity and business continuity management risks generated within business processes or that occur due to use of IDs and Access.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Extensive knowledge of Identity and Access Management Tools ,Sailpoint (IIQ) and user access lifecycle management.
- Coordinating with internal audit(s)/external auditors for ITGC testing in the area of change management, logical access & other applications in use
- Identifying ITGC deficiencies and engaging asset/process owners to work towards mitigating them
- Assisting with the creation of step-by-step process documentation for the IAM team,including workflows & controls
Assistant Manager,Command Centre (Work Force Mgt.)
Convergys India Services India Pvt. Ltd
GGN
05.2011 - 12.2014
- Led a team of 24 professionals, providing them mentorship, coaching and counseling, enhancing them Professionalism and service delivery.
- Involved in team engagement activities which are boosting positive employee morale and exploring their ideas to grow.
- Conducted interviews for internal and external positions within the WFM
- Created performance appraisals with scorecard goals and designing business strategies.
- Supported an inclusive work environment, where each Team member has an opportunity to contribute and achieve more for Organization
- Effectively managed the Vendor and Third Parties metric's and performance KPI.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed and implemented BCP for the WFM department
- Created performance appraisals with scorecard goals and designing business strategies
- Contributed in setting up a new department consisting of 250+ FTEs right from the planning stage till launch of Virtual Command Center.
- Represented Command Center on the daily performance analysis call and provided daily strategy and planning report to Site leaders & SLT.
- Analyzed real-time daily, weekly, and monthly Call Management and operations performance metrics
- Managing RTA (Real Time Adherence), ensuring real time half-hourly service commitments met
- Implementing short/long-term plans for achievement of process objectives.
- Monitor the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize KPI.
- Coach and train new teammates on tools, techniques, and methodologies of reporting and analysis
Analyst, Command Center (Work Force Mgt.)
Convergys India Services India Pvt. Ltd
GGN
09.2008 - 05.2011
- Handled day to day, minute to minute monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence, and other related Work Force Management Functions
- Responsible for Intraday management, line management, People Management, Queue management, Staffing, Internal Forecasting and Scheduling for projects and vendors.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Ensured consistent development and maintenance of Standard Operating Procedures (SOP)
- Prepared reports including Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations
- Worked on driving changes and providing thought to leadership by building customer relationship in achieving the company goals
- Preparing Root Cause Analysis (RCA) on service metrics and managed Process SLA targets and improvement plans based on COPC and Six Sigma methods
- Handled negotiations with Internal and External Clients for Project Development
- Tools/Platforms Exposure: Working on applications such as TKS, CMS, IEX, CRDB, AWAYA, CISCO, EMLI, SYMPOSIUM etc
- Training Support Professional-Citibank Legacy
- Measure, analyze and report short-term and long-term performance against forecast,call volume trends and goals for key metrics driving strategic planning. Preparing action plan to deliver better results.
- Track/monitor/escalate any tool/technology outages to IT team/other Centre and Client
- Handling Incidents/downtimes, coordinating between operations, third parties and Technology to resolve issues
- Monitor overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize KPI
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and resources.
Training Support Professional-Citibank
Convergys India Services India Pvt. Ltd.
GGN
09.2007 - 12.2008
- Handled multiple new hire batches by delivering process, product & business knowledge along with the trainer responsibilities by meeting the timelines.
- Managed batch performance, Productivity, CSAT, AHT and shrinkage
- Provided regular feedbacks to associates, conducted Performance Analysis, Planning and implemented improvement plans for each associate for process improvement
- Supported trainees who needed more attention to come up learning curve by devoting extra time and conducting pre-shift and post-shift sessions
- Applied effective time management techniques to meet tight deadlines.
Sr. Customer Care Officer -Citibank
Convergys India Services India Pvt. Ltd.
GGN
04.2006 - 09.2007
- Provided Voice Support for Credit Card Services,products and upselling in dynamic work environment
- Handled Team Briefing and provided mentorship support to others associates to come up learning curve
- Conducted sessions on sales, compliance and CSAT.
Customer Care Officer - Citi Bank N.A
Convergys India Services India Pvt. Ltd
GGN
10.2004 - 04.2006
- Handled Customers queries and issues regarding Credit Cards
- Provided solution for all billing, payment, travel, disputes, applications, collections related queries and up selling
- Responsible for selling value added services and bank products to Customers and maintaining CSAT scores.
Education
Executive MBA (EPGDIB) - International Business
IIFT
New Delhi2018-03
Bachelor of Business Administration (B.B.A) - Business Administration
University of Madras
Chennai 2004-06
Skills
- Project Management (handled 50 Projects)
- Process Risk Self Assessments & Governance (Exp:8 Yrs)
- IDs & Access Management (Exp:9 Yrs)
- Business Continuity Plan Management (Exp:4 Yrs)
- Workforce & Performance Management (Exp:8 Yrs)
- Strategic Planning & Execution (Exp:12 Yrs)
- Business Development (Exp :5 Yrs)
- Vendor Management (Exp:4 Yrs)
- Business Process Improvement (Exp:10Yrs)
- Team Management (Exp:10 Yrs)
- Problem-solving & Creativity (Exp:10 Yrs)
- Excellent communication and collaboration
- Successful track record of leading large-scale initiatives & Teams
- Emotional Intelligence
- Flexibility & Critical Thinking
Accomplishments
- Awarded Beyond Call of Duty, 2018, Best Team Award for three consecutive years,2019,20 & 21.
- Awarded Elite performer for 2015, 2017 & 2019
- Awarded Star of the Month for Dec. 2005, March & Nov. 2006 and June 2007, Aug 2009.
- Awarded “Quarterly Champion” for Q IV 2006, 1st 2009, Oct. 2010, Q3-2012.
- Awarded with “YOU MAKE THE DIFFERENCE” for outstanding performance
- Awarded with Superstar and Knight for month of Q-3 2013.
- Multiple accolade from various stakeholders and Leadership Team.
Certification
- SMART – Team Building Workshop
- Leadership Workshop Certification
- Six Sigma Certified (Yellow Belt)
- Certification in Strategy Planning and Revenue Maximization.
- Prince-2 Certified
- Completed Harvard Leadership Edge
Interests
- Tutoring : Coaching up to Senior Secondary Standard.
- Games : Chess and Cricket.
- Music and travel enthusiast
Timeline
Sr. Team Leader, Global Contact and Capacity Mgt.
American Express India Pvt Ltd
12.2014 - Current
Assistant Manager,Command Centre (Work Force Mgt.)
Convergys India Services India Pvt. Ltd
05.2011 - 12.2014
Analyst, Command Center (Work Force Mgt.)
Convergys India Services India Pvt. Ltd
09.2008 - 05.2011
Training Support Professional-Citibank
Convergys India Services India Pvt. Ltd.
09.2007 - 12.2008
Sr. Customer Care Officer -Citibank
Convergys India Services India Pvt. Ltd.
04.2006 - 09.2007
Customer Care Officer - Citi Bank N.A
Convergys India Services India Pvt. Ltd
10.2004 - 04.2006
Executive MBA (EPGDIB) - International Business
IIFT
Bachelor of Business Administration (B.B.A) - Business Administration
University of Madras
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