Sudeep Polpakara

Domain - Service desk, Access management, Level 1 Production support and Business Command Centre.

Responsibilities include

• Managing solution architecture lifecycle from requirements capture to solution design, transition, delivery and implementation.
• Creating solution proposals which will include Operating model, engagement roadmap, Transformation plan by evaluating customer requirements.
• Devising cost effective location strategy basis customer expectations considering rationales such as Operation Scalability, Time Zone Advantage, Ready setup of Infra & Language requirements.
• Prepare and execute sales presentations, demos with service offerings, case studies and proof points with clients.
• Develop ROI and pricing models to justify investments in proposed solutions stacks.
• Designing a Transformation solution which includes Operation and Technology led enablers for Incident/Call Avoidance & deflections.

• Conducted Due diligence studies and analyzed the gathered information to form a hypothesis of project functions and improvement areas
• Designed roadmaps for creation of L1.5 team by carving out the manual and repetitive tasks carried out by L2 team and assisted the team during the implementation phase
• Assisted the team in creation of process flows, maps standard operating procedures and knowledge repositories
• Created rationalized operating model and Governance structure for seamless integration into client environment
• Interviewed all necessary groups, such as employees, management, and shareholders to aid in consultancy
• Participated in on-boarding of associates for fulfillment of resource requirements.

• Managed a team of 45 support personnel’s supporting level 1 Helpdesk.
• Designed KPI’s and SLA for helpdesk process to maximize client satisfaction and improve team Performance
• Monitored staff’s performance, conducted employee reviews, gave out feedback and make themselves available for questions and concerns
• Driven quality initiatives and automation relation activities and using tools to implement best practices
• Performed the job of Billing manager by generating invoices and ensure that all the outstanding payments are realized from the clients
• Ensured preparedness for all external and internal audits so that there are no non conformances instances in the process
• Prepared revenue decks which encompasses the gross margin, costs and other indicators which are showcased to the senior management.

• Project Manager of a trade technology team handling Technology enhancement & Regulatory projects to suit customer needs and statutory requirements
• Collaborated with key stakeholders & SMEs to elicit the requirements and to review project scope.
• Conducted GAP and root cause analysis and facilitating the re-design of business process Including clarifying and identifying of issues
• Worked with project sponsors and champions to work out training and communication plans
• Working with Development, testing & support team during the design and implementation

• Handled a service desk team of 68 resources which provides

a) resolution to queries of branches across India within specified

timeframe as decided in SLA’s for Personal/ TW / Mortgages and

ABF loans

b) Managed a team which handles closure related activities such as

foreclosure, Part closure, part and full Settlement cases

c) Re age and restructure of loan accounts which are tools used for

rehabilitating Loans of customers with overdue amounts

• Ensured proper vendor Management and proper resource planning and roistering for uninterrupted Operations
• Monitored Productivity of users with the required quality standards so that deliverable to internal customer is provided within the definite TAT
• Handled Internal & External Audit by resolving queries of Respective Auditors
• Maintained synergy between and with other departments such as Branches, Technology & financial controller within the Organization to ensure smooth processing of Loans.

• Member of a Asset Based Finance operation team of 14 officers and executives responsible for booking and disbursements of commercial and construction vehicle loans.
• Managing the maintenances desk which ensures that all system maintenances are in place prior to the booking of a contract
• Preparation of bank reconciliation statement and ensuring the books of accounts are matching with the bank statement
• Preparation of MIS report such as the statement of unrecognized credits in the bank accounts, summary of ageing debit and credit items in various accounts
• Responsible for investigations and taking corrective actions on errors that are reported for loans that have been booked

Process of GE countrywide services India limited

• Reviewing the Loan Proposal form and checking the credit worthiness of the Loan proposal as per Risk policy
• Appraisal of consumer durable loan applications which included the scrutiny of financial statements to ascertain the credibility and the capacity of the applicant
• Managing a CPV team of 18 members who used to perform field verification activities for their clients
• Coaching and motivating a team of multi skilled agents, ensuring continuous improvement of individual and team performance, skills and competencies