SAP
SHOUVIK SANYAL
Team Lead
Howrah
Summary
Dynamic professional seeking a challenging career in a competitive environment, aiming for job satisfaction and steady professional growth.
Overview
11
11
years of professional experience
Work History
Team Lead, HRO
Capgemini
2 2023 - Current
- Lead operations across five delivery centers, ensuring efficient service delivery
- Manage a team of 17 in HRO services for a client base spanning 35+ countries
- Oversee client relationships in APAC, EMEA, and the US
- Key contributor to the establishment of the Employee Services tower
- Conduct regular performance reviews and ensure timely task completion
- Responsible for interviewing Q2R candidates and maintaining process documentation.
Project Management Office & TAG
Tata Consultancy Services
07.2022 - 02.2023
- Created candidate profiles and scheduled interviews for IT professionals
- Managed WON processes and analyzed LinkedIn profiles for project needs
- Addressed timesheet issues and generated resource pipeline dashboards
- Facilitated new hires' journey from screening to onboarding.
Team Leader Operations
Tata Consultancy Services
10.2017 - 06.2022
- Managed a team of 23 for a UK-based energy utility pilot project
- Handled front-end operations (email/chat) for both domestic and commercial sectors
- Engaged in client calls and created process maps for new updates
- Involved in SLA and KPI decision-making and prepared business review presentations
- Led successful CSR activities appreciated across TCS.
Point of Delivery
Tata Consultancy Services
07.2015 - 10.2017
- Resolved complex issues as part of the POD team and acted as a backup team leader
- Mentored new associates and conducted training sessions for performance improvement.
Senior Process Associate
Tata Consultancy Services
05.2014 - 06.2015
- Handled email and web chat support with high NPS and CSAT scores
- Conducted quality audits and implemented process updates based on client feedback.
Guest Service Agent
Hilton Bangalore Residences
07.2013 - 03.2014
- Managed guest check-ins, billing, and room assignments while liaising with various departments.
Education
B.Sc. in Hotel Management -
Guru Nanak Institute of Hotel Management
12th Grade - undefined
Ratnakar North Point
10th Grade - undefined
Rose Bud Liluah
Skills
Performance Coaching
Team Leadership
Teamwork and Collaboration
Time Management
Cross-Functional Teamwork
Client collaboration
Customer Service
MS Office
Personal Information
- Date of Birth: 10/27/90
- Gender: Male
- Nationality: Indian
Accomplishments
- Received Out of the Box Award in my current organization for improving two KPIs within two months
- Recognized as Best Lead for outstanding quarterly team performance (FY 20)
- .Successfully executed three CSR drives for TCS
- Awarded Best Newcomer at TCS for maintaining the highest CSAT and NPS scores in a quarter.
Software
Workday
Salesforce
Timeline
Project Management Office & TAG
Tata Consultancy Services
07.2022 - 02.2023
Team Leader Operations
Tata Consultancy Services
10.2017 - 06.2022
Point of Delivery
Tata Consultancy Services
07.2015 - 10.2017
Senior Process Associate
Tata Consultancy Services
05.2014 - 06.2015
Guest Service Agent
Hilton Bangalore Residences
07.2013 - 03.2014
Team Lead, HRO
Capgemini
2 2023 - Current
B.Sc. in Hotel Management -
Guru Nanak Institute of Hotel Management
12th Grade - undefined
Ratnakar North Point
10th Grade - undefined
Rose Bud Liluah