Sumita Rawat
Jaipur
Summary
Results-driven Senior Manager at Infosys with expertise in conducting internal and external audits, including SOC 1 and ISO 9001 certifications. Known for optimizing processes and driving cross-functional collaboration, leading to significant enhancements in organizational credibility and efficiency. Proven capability in project implementation and effective communication, alongside a strong commitment to knowledge management and team development. Aspires to further elevate organizational performance through strategic leadership and innovation.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Manager – Quality
Infosys BPM
Jaipur
01.2014 - 01.2025
- Directed successful third-party SOC 1 audits focusing on regulatory compliance facets for IBPM, in collaboration with KPMG and EY . Collaborated with external auditors to address findings and implement necessary amendments promptly.
- Compiled comprehensive reports on audit findings and delivered strategic recommendations to senior management.
- Conducted quarterly SOC 1 internal audits to ensure compliance across departments.
- Developed and implemented security controls and processes tailored to subcontracting.
- Led the preparation and successful completion of ISO 9001 certification audits, significantly enhancing organizational credibility.
- Led company-wide adoption of workflow approach, enhancing efficiency - Deployment of PRIDE for IBPM
- Acted as the primary liaison between the quality assurance department and other organizational units, ensuring seamless communication and coordination
- Ensured platform compliance with IBPM's ISO 9001, Information Security, and BCMS standards.
- Centralized and analyzed critical data on penalties paid over the last 5 years, designing a categorization system for failure causes to minimize financial penalties.
- Led Knowledge Management initiatives across seven centers, enhancing operational efficiency.
- Guided the integration of PPM with a focus on KM, managing configuration and developing white papers.
- Led initiative to align Center with Organization level track of Ignited Floor Awards in collaboration with Center head
- Facilitated training sessions for staff on quality assurance best practices and company policies
- Conducted training sessions for staff on quality assurance best practices and company policies.
Team Lead (Operations) -
Infosys BPM
03.2012 - 12.2013
- Australia and New Zealand payroll process hire to retire track
- Resolved complex customer enquiries, disputes and complaints
- Supported Resume automation process for staff agency at client end
- Developed comprehensive training program for new hires, enhancing team skill sets and performance
- Completed audits and risk assessments to achieve regulatory compliance
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
- Managed payroll accuracy using specific checklists and quality review processes
Subject Matter Expert (Operations)
Infosys BPM
03.2007 - 02.2012
- Overseeing reservation of advertisement spaces across newspaper's platforms
- Tested advertisements across various applications and systems to ensure optimal performance.
- Presented findings and recommendations to stakeholders through clear, impactful reports and presentations
- Implemented innovative methodologies for process improvement, resulting in increased efficiency and productivity
- Negotiated contracts and agreements with suppliers and clients, securing favorable terms and conditions
- Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions
- Managed complaints with calm, clear communication and problem-solving
Process Executive
Airtel
02.2006 - 03.2007
- Managing Post paid customers, SIM activation outbound calls, Query management on VAS, Billing cycle and deactivation process
- Picked up additional tasks to aid team success
- Engaged with customers to better understand needs and deliver excellent service
- Attended 75+ calls from customer to address issues related to billing, value add services and roaming etc
Education
M.A. - Sociology
Samrat Prithviraj Chouhan Government College
01.2018
MBA - Human Resources
Indra Gandhi National Open University
01.2011
B.A. - Arts
Sophia Girls College
01.2005
Senior Secondary Examination - Geography, Home Science, Physical Education
CBSE
01.2002
Secondary Examination - English, Hindi, Math, Science & Social Science
CBSE
01.2000
Skills
- Project Implementation Expertise
- Conducting Internal Audits
- Facilitating External Audit Processes
- SOC 1 Audit Expertise
- Proficient in ISO 9001 Implementation
- Collaborative Negotiation Expertise
- Comprehensive Audit Analysis
- Effective Presentation Delivery
- Knowledge Management
- Process Optimization
- Advanced Process Improvement Strategies
- Issue Resolution Assessment
- Proactive Issue Resolution
- Professional Development Training
- Cross-functional collaboration
- Database development
- Corporate communications
Achievements
Professional :
Successfully completed Project as PMO for P&G which helped earning revenue for Quality function, $50,000 (USD)
Certified ISO Lead auditor, DNV, 2020
Lead QMS migration to Pride for IBPM, 2018
Completed HRO Domain Certification, T-100, T-200, 2012
Certified T – 100 Trainer (Behavioral Training), 2010
Certified Transaction Monitor, 2010
Lean Project, 2011, $299 per annum
Six Sigma Project (Yellow Belt), 2008, $3341 per annum
Personal :
Active member for consultation & counselling on education & women safety in rural area (Ajmer), 2014 onwards
Certified Trainer under TTT (Behavioral trainings), 2010
Diploma in Aviation & Hospitality Management, 2005
Best Sports person (RIE Ajmer), 2002
Best academic student, 2002
Athletics - National awards (under 19)-2000
Rajya Puraskar (Scouts & Guides), 2000
Accomplishments
Professional:
Successfully completed Project as PMO for P&G which helped earning revenue for Quality function - $50,000 (USD)
Lead QMS migration to Pride for IBPM (2018)
Lean Project – 2011 (Saving: $299 per annum)
Six Sigma Project (Yellow Belt) – 2008 (Savings: $3341 per annum)
Personal
Active member for consultation & counselling on education & women safety in rural area (Ajmer) – 2014 onwards
Best Sports person (RIE Ajmer) – 2002
Best academic student – 2002
Athletics - National awards (under 19) – 2000
Rajya Puraskar (Scouts & Guides) – 2000
Certification
Certified ISO Lead auditor – (DNV) – 2020
Completed HRO Domain Certification – T-100 & T-200 - 2012
Certified T – 100 Trainer (Behavioral Training):2010
Certified Transaction Monitor: 2010
Diploma in Aviation & Hospitality Management – 2005
Timeline
Senior Manager – Quality
Infosys BPM
01.2014 - 01.2025
Team Lead (Operations) -
Infosys BPM
03.2012 - 12.2013
Subject Matter Expert (Operations)
Infosys BPM
03.2007 - 02.2012
Process Executive
Airtel
02.2006 - 03.2007
M.A. - Sociology
Samrat Prithviraj Chouhan Government College
MBA - Human Resources
Indra Gandhi National Open University
B.A. - Arts
Sophia Girls College
Senior Secondary Examination - Geography, Home Science, Physical Education
CBSE
Secondary Examination - English, Hindi, Math, Science & Social Science
CBSE
Similar Profiles
DESIREE ANN ALDAYDESIREE ANN ALDAY
Technology Lead at Infosys Ltd. / Infosys BPMTechnology Lead at Infosys Ltd. / Infosys BPM
Simona MurzeaSimona Murzea
Order Entry Specialist at Infosys BPM/ InfosysOrder Entry Specialist at Infosys BPM/ Infosys
Abhinandan SAbhinandan S
Senior Technical Process Executive at Infosys BPM Ltd.Senior Technical Process Executive at Infosys BPM Ltd.