Sumit Singh
Kolkata
Summary
Dynamic operations leader with a proven track record at BT Eserve Pvt. Ltd., excelling in strategic planning and client management. Spearheaded initiatives that enhanced service delivery and improved process efficiency, achieving significant productivity gains. Adept in financial acumen and continuous improvement, driving innovation in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Head of Billing & Collections Operations
BT Eserve Pvt. Ltd.
Kolkata
10.2016 - Current
- Currently leading the Kolkata Site Operations for Bill to Cash, Managing function of Pricing, Billing, Enquires and Collections
- Contributed to organizational strategic direction to improve products and services.
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Created policies and procedures for improved workflow processes.
- Identified areas where process improvements could be made resulting in increased productivity.
- Conversant with the concepts of setting up targets, SOP & SLA, maintaining CTQ (Critical to Quality) / CTP (Critical to Process) objectives and planning for the process
- Commercial Billing & Contractual Management, Service Delivery
Sr. Manager - Operations
OnProcess India Pvt. Ltd.
Kolkata
07.2014 - 10.2016
- Functioning as Sr Manager Operations for three of worlds’ biggest Computer & Server manufacture
- Taking care of IT helpdesk, Logistic, Order management and post sales warranties related activities
- Managing a client business of Field Engineer support/Customer support/Technical Support operation for DTH/PSTN/Broadband/Home security product
- Relationship management through regular interaction with clients, understand perspectives and suggest/implement strategies to exceed end-customer satisfaction
- Communicate and interact with other functional areas of the company to ensure customer and operational requirements are addressed
- Recruitment, training and improvement strategies with HR, Training and Quality departments
- Effective management of operation services including floor management, Transition Management and SLA compliance
- Responsible for P&L (revenue forecast & delivery)
- Responsible for Managing supplier relationship, operational & commercial performance
Manager, Operations
Infosys BPO Ltd.
Bangalore & Pune
01.2005 - 01.2014
- Oversaw program management for prominent UK telecom and broadband service provider.
- Handled various aspects of order management and customer follow-up for leading e-commerce company.
- Experienced in non-voice, semi-voice, core-voice process & inbound sales process one of the largest UK Telecom Company
- Managing Service operations & Site Lead for OPI
- Monitoring the overall functioning of process, identifying improvement areas and implementing adequate measures
- Oversee Resource mobilization, availability, ramp up/down, rotation etc
- End to end designing of the process flow and reporting as part of process transition
- Based on the volume forecast, handle time and seat utilization did the capacity planning
- Quality Maturity Management & Transformation & Benefit Realization
- Contractual & Non-Contractual KPI Adherence, Control & monitoring
- Reduction in service level guarantees, make the account profitable
Education
Post Graduate Business Management Course -
IIM-Ahmedabad
01-2011
Bachelor Degree - Commerce
Umesh Chandra College
Calcutta University01.2004
I.S.C. -
ST. Thomas’ Boys’ School
Kolkata01.2001
I.S.C.E -
ST. Thomas’ Boys’ School
Kolkata01.1999
Skills
- Operations Management & Service Delivery
- Strategic Planning
- Continuous improvement
- Change management
- Client management
- Financial Acumen
- Quality Assurance, Financial Forecast, & Invoicing
- Transition & Business Analytics
- Innovation and Creativity
Certification
- Six Sigma Green Belt Certified
- Completed one & half year Middle Management Leadership Program from Infosys
- Client Management & Operation management
- CS100/200 (Customer Service)
Languages
- English
- Hindi
- Bengali
Affiliations
- Leads the Site CSR & Organizational initiatives
Accomplishments
- Winner of the 'BT Managing Director Award 2018'
Timeline
Head of Billing & Collections Operations
BT Eserve Pvt. Ltd.
10.2016 - Current
Sr. Manager - Operations
OnProcess India Pvt. Ltd.
07.2014 - 10.2016
Manager, Operations
Infosys BPO Ltd.
01.2005 - 01.2014
Post Graduate Business Management Course -
IIM-Ahmedabad
Bachelor Degree - Commerce
Umesh Chandra College
I.S.C. -
ST. Thomas’ Boys’ School
I.S.C.E -
ST. Thomas’ Boys’ School
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