Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Interests
Work Preference
Timeline
Generic
SOUVIKE CHAKRABORTY

SOUVIKE CHAKRABORTY

Operations Manager
Hyderabad

Summary

Experienced B. Com Graduate with over a decade of expertise in Banking, Customer Experience, Escalation Management, Content Moderation Team Management, and Operations. Holds Lean Six Sigma certifications and excels in planning, contact centre management, and strategy execution. Proficient in using RCA tools, with domain knowledge spanning Telecom, Sales, Networking, MIS, Microsoft Operating System, Content Moderation, and Banking. Skilled in leading diverse teams to meet corporate objectives while maintaining motivation.

Overview

12
12
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Unit Manager- NRI Private Banking

ICICI Bank Ltd.
Hyderabad
10.2023 - Current
  • Led a team of 9 Private Banking RMs to achieve and exceed revenue targets by 15% annually
  • Developed and implemented strategic initiatives to enhance client acquisition and retention, resulting in a 20% increase in assets under management (AUM)
  • Provided mentorship and guidance to team members, fostering a culture of continuous learning and professional development
  • Cultivated and maintained relationships with high-net-worth individuals and families, understanding their financial goals and delivering tailored solutions
  • Collaborated cross-functionally with investment advisors, wealth planners, and legal experts to deliver comprehensive wealth management services
  • Ensured compliance with regulatory requirements and internal policies, mitigating risks and safeguarding client interests.

Unit Manager- NRI eRM Department

ICICI Bank Ltd.
06.2021 - 09.2023
  • Led a team of 16-20 Assistant Managers and Deputy Managers, achieving a 15% increase in customer satisfaction scores over 12 months
  • Reduced operational costs by 10% through process optimization and efficiency measures
  • Implemented improvement ideas resulting in a 20% reduction in average call handling time, enhancing customer service efficiency
  • Conducted Root Cause Analysis (RCA) on customer complaints, leading to a 30% decrease in recurring issues
  • Pioneered Bottom Quartile management using RAG Analysis, resolving 90% of performance issues within 30 days
  • Improved the NRI mortgage process, reducing the processing time by 25% and increasing disbursement speed
  • Achieved a 15% increase in revenue and secured 20% more monetary approvals
  • Successfully led the User Acceptance Testing of tools and software introduced by the ICICI Product team, resulting in a 25% improvement in operational efficiency.

Assistant Manager Operations – Trust and Safety

Genpact India Pvt. Ltd.
Hyderabad
02.2019 - 04.2021
  • Managed a team of 75 content moderators, achieving a 98% compliance rate with client requirements
  • Reduced average review time by 20% and increased productivity by 15%
  • Implemented automation for attendance and leave tracking, saving 10 hours per week
  • Reduced attrition by 12% through upskilling and fun sessions for employees
  • Recommended lean process improvements that saved 15% of operational costs
  • Managed a team of 7 Team Leaders
  • Oversaw 100 content moderators, achieving a 98% compliance rate with client requirements.

Assistant Contact Centre Manager – Community Operations and Telecom

Teleperformance India Pvt. Ltd
Indore
06.2017 - 01.2019
  • Managed a team of 7 Team Leaders
  • Supervised 80 Support Associates
  • Led 35 content moderators
  • Collaborated with Contact Centre Managers
  • Conducted performance reviews and coaching sessions
  • Implemented training programs
  • Monitored performance metrics
  • Collaborated with cross-functional teams
  • Assisted in developing standard operating procedures
  • Managed escalated issues
  • Ensured compliance with data privacy and security policies and regulations
  • Prepared call centre performance reports by collecting, analysing, and summarizing data and trends.

Team Manager Operations – Technical Service

Wipro Ltd.
Kolkata
06.2016 - 04.2017
  • Creating, performing and delivering reports/ analysis and make recommendations for improvement – Operational Excellence
  • Maintaining the Service Level more than 85
  • Coaching, Guiding and Monitoring team members to their skill sets
  • Achieving Daily/Weekly/Monthly targets of Key Performance Indicators such as Average Handling Time, Productivity, Quality, Net Promoter Score, Utilization, Shrinkage, Occupancy, Total Problem Resolution and First Call Resolution
  • Updating team for day-to-day dynamic process changes
  • Auditing calls and conducting feedback sessions
  • Handling customer escalations and mitigating the gap between customer’s expectations and services
  • Fostering the team working on User Acceptance Testing of tools and software induced by the HP clients such as Careforce and NCRM.

Customer Relationship Manager – Technical Service

Wipro Ltd.
Kolkata
01.2016 - 06.2016
  • Handling customer escalated cases, which included of cases elevated to social media, Legal Department and Service Centres
  • Taking critical decisions while providing exceptional approvals of service requirement
  • Bridging the gap between customer’s expectation and protocols of the company
  • Coordinating with the stakeholders from different departments such as service centre, sales team, etc.

Process Associate – Technical Service

Wipro Ltd.
Kolkata
04.2014 - 01.2016
  • Handling end user and service centre calls for HP laptop APAC customers while maintaining AHT, Productivity, Quality Scores, NPS and FCR
  • Troubleshooting OEM OS and Software related issues in various OS editions ranging from Windows 7 to Windows 10
  • Validating the troubleshooting steps of Service Engineers assigned for hardware repair of replacement and coordinating with Service Centre Stakeholders if required.

MIS Executive – Telecom MIS

Shivam Infocom Pvt. Ltd.
Delhi
12.2012 - 01.2014
  • Coordinating with team members in development of organizational information system
  • Follow up with SME- DG, Power Interface Unit, Battery Banks and AC for closure of trouble tickets as per pre-defined SLA
  • Maintaining Fault Management Tracker
  • Coordinating with Field team for daily requirements to ensure smooth function including maintenance activities
  • Keeping attendance record of employees and deploying work according to it
  • Publishing daily Management Information Report/Daily Project Report.

Education

Bachelor of Commerce -

Dum Dum Motijheel Rabindra College
Kolkata, West Bengal
10.2012

Skills

Microsoft Office 365

Certification

Trained and Tested Certified LSSGB, Genpact India Pvt. Ltd., 2019

Accomplishments

  • 8 times best Technical Associate in Wipro Ltd.
  • Awarded best Customer Escalations Manager in Wipro Ltd.
  • Awarded thrice the best Team Manager in Wipro Ltd.
  • Awarded the best Assistant Contact Centre Manager in Teleperformance Ltd.
  • Awarded 4 times the best Unit Manager in eRM Department of ICICI Bank Ltd.
  • Awarded the Emerging Star Leader in NRI Private Banking Department of ICICI Bank Ltd.

Interests

Sketching Portraits

Reading Comics

Playing Computer Games

Travelling

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balancePaid sick leaveHealthcare benefitsCareer advancementTeam Building / Company RetreatsFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programsPaid time off401k match4-day work week

Timeline

Unit Manager- NRI Private Banking

ICICI Bank Ltd.
10.2023 - Current

Unit Manager- NRI eRM Department

ICICI Bank Ltd.
06.2021 - 09.2023

Assistant Manager Operations – Trust and Safety

Genpact India Pvt. Ltd.
02.2019 - 04.2021

Assistant Contact Centre Manager – Community Operations and Telecom

Teleperformance India Pvt. Ltd
06.2017 - 01.2019

Team Manager Operations – Technical Service

Wipro Ltd.
06.2016 - 04.2017

Customer Relationship Manager – Technical Service

Wipro Ltd.
01.2016 - 06.2016

Process Associate – Technical Service

Wipro Ltd.
04.2014 - 01.2016

MIS Executive – Telecom MIS

Shivam Infocom Pvt. Ltd.
12.2012 - 01.2014

Bachelor of Commerce -

Dum Dum Motijheel Rabindra College

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SOUVIKE CHAKRABORTYOperations Manager