SUBRATA BISWAS
Navi Mumbai
Summary
Dynamic Subject Matter Expert with a proven track record at Accenture Solutions, excelling in SLA management and quality assurance. Expert in root cause analysis and process improvement, I effectively resolved complex escalations, enhancing operational efficiency. Recognized for trend monitoring and impactful policy coordination, driving significant improvements in team performance.
Overview
18
18
years of professional experience
Work History
Subject Matter Expert
Accenture Solutions Pvt. Ltd.
Navi Mumbai
10.2015 - 11.2025
- Managed queue allocation, SLA/TAT tracking, and shift-wise coordination to support daily operations.
- Conducted floor-walks, resolved agent queries, cascaded policy updates across shifts, and coordinated with policy, QA, and training teams.
- Performed RCA for quality issues, supported error calibration and dispute reviews, and helped reduce recurring mistakes.
- Maintained daily/weekly/monthly quality and productivity trackers, monitored trends, and shared critical updates with leadership.
- Handled escalations and complex cases while balancing 50% production work with 50% process / SME support responsibilities.
Analyst
Accenture Solutions Pvt. Ltd.
Navi Mumbai
05.2017 - 06.2023
- Reviewed Trust & Safety operations involving sensitive-case review and escalation decisions.
- Supported daily workflow management, reporting, and operational coordination.
- Assisted in quality checks and provided clarification to team members as required.
Associate
Accenture Solutions Pvt. Ltd.
Navi Mumbai
10.2015 - 05.2017
- Performed case review and follow standard process guidelines.
- Met daily SLA/TAT targets and maintained accuracy benchmarks.
Associate - Finance & Risk Ops.
Opine Consultants Pvt. Ltd.
New Delhi
12.2012 - 10.2015
- Supported the client on boarding and basic KYC verifications for an NBFC client.
- Checked ID, address proof, and customer details for accuracy and completeness.
- Flagged mismatches, followed up on missing documents, and supported periodic KYC refresh.
- Maintained updated records and supported team members with KYC refresh activities.
Associate – Capital Markets
STATE STREET SYNTEL
Navi Mumbai
12.2011 - 12.2012
- Performed daily cash, asset, and accrual reconciliation for assigned portfolios.
- Resolved breaks by coordinating with custodians, brokers, and internal teams.
- Supported NAV and transaction checks to help maintain reporting accuracy.
- Prepared MIS updates and communicated exceptions for timely closure.
Associate – Fund Management
PRUDENTIAL – PPMS
Mumbai
02.2011 - 09.2011
- Handled client queries related to mutual fund transactions and account status.
- Processed requests after verifying required documents and compliance checks.
- Coordinated with operations and registrar teams to resolve account issues.
- Logged cases, highlighted discrepancies, and supported basic process improvements.
Officer – Wealth Management Operation
ICICI BANK
Mumbai
03.2008 - 01.2011
- Processed investment transactions across mutual funds, bonds, equities, and insurance products.
- Conducted basic risk-profiling to support investment suitability checks.
- Coordinated documentation, order processing, and follow-ups with branches/relationship managers.
- Assisted in resolving client service queries and maintaining accurate records.
- Received recognition during tenure, including the Learn to Earn Business Acumen Challenge (2010) and Akshay Tithiya Performance Award (2009).
Education
B.Com. -
Vinoba Bhave University
HazaribaghSkills
- SLA management
- Quality assurance
- Root cause analysis
- Policy coordination
- Trend monitoring
- Workflow management
- Escalation handling
- Process improvement
- Business reporting
Accomplishments
- Promoted to Subject Matter Expert (SME) in June 2023.
- Encore Award (Power Team), FY25 – GenAI and automation support.
- Received Star Business Awards and 3 Cheers Award multiple times for consistent quality & performance.
- Supported the rollout and stabilization of two new pilot processes by resolving early issues, aligning standards, and ensuring a smooth ramp-up.
Timeline
Analyst
Accenture Solutions Pvt. Ltd.
05.2017 - 06.2023
Subject Matter Expert
Accenture Solutions Pvt. Ltd.
10.2015 - 11.2025
Associate
Accenture Solutions Pvt. Ltd.
10.2015 - 05.2017
Associate - Finance & Risk Ops.
Opine Consultants Pvt. Ltd.
12.2012 - 10.2015
Associate – Capital Markets
STATE STREET SYNTEL
12.2011 - 12.2012
Associate – Fund Management
PRUDENTIAL – PPMS
02.2011 - 09.2011
Officer – Wealth Management Operation
ICICI BANK
03.2008 - 01.2011
B.Com. -
Vinoba Bhave University