Soumen Paul
Operations Manager
Kolkata
Summary
Black Belt certified professional with 17 years of strong track record of Business Management and excellent cross industry experience in managing Govt. Clients across domestic and foreign terrain. Champion in People Management. Successfully managed large teams around 200+ associates. Have insightful experience in preparing project SOW and other documentations. Successful in managing end-to-end service delivery.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Cluster Head Operations - East (Passport Program)
Tata Consultancy Services Limited
04.2022 - Current
- Ensured successful takeover of Northeast Passport Offices from Govt. in all aspects and manage operations handling a team size of 250 associates
- Responsible for overall service delivery of 15 Passport Seva Kendras and 131 Post Office Passport Seva Kendras across 12 states in Eastern Region, India.
- Monitor and ensure all SLA parameters are fulfilled and maintained at the project sites including all Audit compliances
- Liaison with key stakeholders at Govt levels & establish high level of customer satisfaction
- Managed cluster expenditure & procurement by adhering to set budget.
- Trained & Monitored facility managers and staff performance through quarterly review assessments.
Project Manager – Australia based utilities client
Tata Consultancy Services Limited
11.2021 - 04.2022
- Successfully implemented 7 ITIS projects with an Australia based utilities client within a short span of time
- To understand the requirements based on the RFS & prepare effort estimation and documentation of SOW and take projects to closure till release of payments
Lead - State EDistrict Project
Tata Consultancy Services Limited
01.2020 - 11.2021
- Successfully implemented 5 different new service UAT sign-offs from customer within a quick period
- To understand the software requirements of Govt. Client and advice stakeholders accordingly
- Prepare/verify SRS documentations of important processes/activities related to the project
- To Strategize, Lead and deploy the processes in the respective fields as per the agreed terms with Client including communication with Client at all levels.
Cluster Head (East) – Passport Seva Project
Tata Consultancy Services Limited
11.2017 - 12.2019
- Managed the overall service operations of 6 Passport Seva Kendras across 5 states in the Eastern Region, India
- Received achievement awards for successful service business operations in the cluster
- Received Star Team Awards for outstanding contribution
Education
MBA -
University of Burdwan
07.2003 - 09.2005
Bachelor of Commerce -
Burdwan Raj College, University of Burdwan
06.2000 - 05.2003
Skills
Customer Relationship Management
Websites
Certification
e-Diploma in Advanced Software Technology(e-DAST), from Erstwhile CMC Limited in 2003
Interests
Watching movies
Listening to music
Travelling new places
Achievements And Awards
- Star of the Month on 26th Mar-21 from TCS Ltd. for exemplary contribution towards ISO audit certification 2021 for WB eDistrict Project
- Certificate of Appreciation on 19th Nov-20 from ACMART in recognition to my emphatic contribution towards imparting of Online Training to Client for eDistrict platform
- Star Team Award on 22nd Jan-19 from TCS Ltd. as a role model to my team members in Passport Seva project
- Certificate of Achievement on 4th Dec-18 from TCS Ltd. for extraordinary performance in Passport Seva Business Operations
- Employee of the Year in 2014 from CMC Limited
- Employee of the Year in 2008 from CMC Limited in MCA21 project
Personal Information
Date of Birth: 11/18/81
Timeline
Cluster Head Operations - East (Passport Program)
Tata Consultancy Services Limited
04.2022 - Current
Project Manager – Australia based utilities client
Tata Consultancy Services Limited
11.2021 - 04.2022
Lead - State EDistrict Project
Tata Consultancy Services Limited
01.2020 - 11.2021
Cluster Head (East) – Passport Seva Project
Tata Consultancy Services Limited
11.2017 - 12.2019
MBA -
University of Burdwan
07.2003 - 09.2005
Bachelor of Commerce -
Burdwan Raj College, University of Burdwan
06.2000 - 05.2003
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