Shreejith Nair
Business Process Lead
Mumbai
Summary
A highly motivated and goal-oriented person. Dedicated to driving operational excellence and contributing to the company's success. The goal is to leverage strong organizational and leadership skills to lead cross-functional teams and implement strategic initiatives that optimize efficiency. Being committed to achieve the company's objectives while continuously improving personal project management expertise and leadership capabilities.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Internal Auditor
Tata Consultancy Services
Thane
11.2021 - Current
- Protects assets by ensuring compliance with internal control procedures and regulations.
- Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
- Verifies assets and liabilities by comparing items to documentation.
- Completes audit paper works by documenting audit tests and findings.
- Appraises adequacy of internal control systems by completing audit questionnaires.
- Maintains internal control systems by updating audit programs and questionnaires, and recommending new policies and procedures.
- Communicates audit findings by preparing final report and discussing findings with auditees.
- Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications and content, and participating in professional societies.
Business Unit Manager
Tata Consultancy Services
Mumbai
01.2018 - 10.2021
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Involved in Audit related activities to make team was always compliant.
- Involved in Monthly Business Review with Onshore Clients and TCS Internal Business Clients.
Subject Matter Expert
Tata Consultancy Services
Mumbai
01.2017 - 12.2017
- Improved Teams performance by eliminating process gaps helping them to achieve month on month KPI.
- Designed Process SOP and redefined structure of performing QA related activities in efficient manner to achieve goal of 100% compliance month on month.
- Get on weekly calls with onshore clients to share updates on week on week performance.
- Teaching or training process employees on new updates received on timely basis from client.
- Resolving project-related problems within area of expertise.
- Providing feedback to project team throughout creation, testing and rollout of deliverables
Associate
Tata Consultancy Services
Mumbai
11.2015 - 12.2016
- Quality Assurance Analyst (QA Analyst) is responsible for assessing quality performance of Citi Bank’s contact center employees who deal with existing and potential Members.
- QA Analyst will monitor inbound and outbound calls responses to assess communication technical accuracy, Member service performance, and conformity to Citi Bank’s policies and procedures.
- QA Analyst will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance overall Member Experience.
- QA performs call monitoring and provides trend data, quality reports, and feedback to Contact center employees and their reporting Managers.
- QA uses quality monitoring data management system to compile and track performance at team and individual level .
- Coordinates and facilitates call calibration sessions with our clients in Citi Bank North America region.
Associate
Tata Consultancy Services
Mumbai
01.2013 - 10.2015
- Citi Bank North America back office process which handles tickets/queries raised by customer through customer service representative.
- Customers generally raise queries on different types of Fee and Interest Charges laid on their accounts such as Late Fee, Balance Transfer Fee, Miscellaneous Fee, Annual Membership Fee, Return Check Fee, Cash Advance Fee, Over Limit Fee and Interest Charges.
- Apart from these fee and charges various other requests was also handled like Name Change request, Address Change, Account Status Change, Phone Number Change, Statement Request etc.
Education
Bachelor of Science - Computer And Information Sciences
LN College of Management
Mumbai 04.2009 - 03.2012
Skills
Strong relationship management skills
Continuous Improvement
Critical thinking
Leadership
Teamwork and collaboration
Adaptability
Problem-solving
Accomplishments
- Received Top Performer Award of the year 4 times in .
- Was the Top rated employee in the Unit for 7years.
Timeline
Internal Auditor
Tata Consultancy Services
11.2021 - Current
Business Unit Manager
Tata Consultancy Services
01.2018 - 10.2021
Subject Matter Expert
Tata Consultancy Services
01.2017 - 12.2017
Associate
Tata Consultancy Services
11.2015 - 12.2016
Associate
Tata Consultancy Services
01.2013 - 10.2015
Bachelor of Science - Computer And Information Sciences
LN College of Management
04.2009 - 03.2012