Somnath Chatterjee
Manager Operations
Kolkata,WB
Summary
Results-oriented business leader with experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Operations Manager
Tech Mahindra, Hyderabad
Hyderabad , Telengana
2018.07 - Current
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 300+ members management team with related direct reports.
- Evaluated upcoming program plans to forecast expected resource needs.
- Implemented policies and standard operating procedures for continuous improvement.
- Boosted team performance with enhanced employee evaluation processes.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Implemented ticket tracking system and worked with the team to create customized system for improved tracking and logging of work issues.
- Maximized productivity and management systems by establishing specific goals and managing operations.
Delivery Manager
Tata Consultancy Services, Kolkata
Kolkata , WB
2008.07 - 2018.06
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Supported customers via telephone, email and at sites to handle escalations and product concerns.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Managing Quarterly and Monthly Review with Clients
- Managing P&L, cost reduction
- Preparing Incentive model for the team
- People Management & Development
Executive Operations
IBM Concentrix
Kolkata , WB
2007.04 - 2008.07
- IBM Daksh (Now Concentrix), Kolkata.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
Customer Support Associate
Sparsh BPO Services Limited
Kolkata , WB
2006.02 - 2007.03
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor in Commerce - Commerce
Triveni Devi Bhalotia College
Raniganj, India 2002.05 - 2005.08
MBA - Operations
Mohanlal Sukhodia University
Udaipur, India 2014.06 - 2016.09
Skills
Quality Controlundefined
Accomplishments
- Successfully completed a SIX SIGMA Green Belt project with a hard saving of ~8 million AUD for an Australian client.
- Won the Best Team Leader Award twice in the year 2009 and 2013 from client.
- Travelled onsite (Melbourne, Australia) 4 times for Quarterly business review and transitioning new work.
- Stayed at Manila, Philippines (BCP site) for a month to manage transition of critical work from Kolkata, India.
- Managing back office operations for an Australian Utility client.
- Won the AXIA award for Tech Mahindra in Q4 of FY 19-20 (Prevention of Revenue leakage for client)
- Won the Exchange ion award for the year 2020
- Rewarded the Best Manger award in the Year 2019
References
Personal Reference:
Name: Amitava Moulick
Relation: Brother in Law
Work for: IBM, Brno (Czech Republic)
Mob: (+420) 775 544 926
Professional Reference:
Name: Senthil Sugunan
Relation: Manager
Work for: Netgear as Delivery Lead, India
Mob: (+91) 9791078607
Timeline
Operations Manager
Tech Mahindra, Hyderabad
2018.07 - Current
MBA - Operations
Mohanlal Sukhodia University
2014.06 - 2016.09
Delivery Manager
Tata Consultancy Services, Kolkata
2008.07 - 2018.06
Executive Operations
IBM Concentrix
2007.04 - 2008.07
Customer Support Associate
Sparsh BPO Services Limited
2006.02 - 2007.03
Bachelor in Commerce - Commerce
Triveni Devi Bhalotia College
2002.05 - 2005.08