Swathi Somasundaram
Chennai
Summary
13.9 years of versatile experience as a Quality Analyst in KPO, Subject Matter expert in Logistics, Risk Specialist in Risk Management, HR Specialist in HR shared services, Risk Management & Process governance role in Retail Banking, Assistant Manager Quality in Publishing and Team lead in BPO with different organization to explore my skills and talents. Decisive planner and analytical problem solver able to oversee diverse business areas in publishing/BPO, Banking, Logistics and BPO/ITES. Productive employee with proven track record of successful project management and quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
14
14
years of professional experience
Work History
Team Lead Operations
IQ BACK OFFICE
08.2022 - Current
- Handling 86 team associates in Innovation refunds project
- This project is mainly due to COVID pandemic introduced by US government to refund the amount paid to employees by small and medium scale business
- Document validation and verification like KYC checking for 5 document types like Payroll, PPP, IRS941, Healthcare and Profit & Loss statement
- Doing RCA analysis for the documents which leads to errors in all the above-mentioned document types
- Identifying significant risks, unknowns, and define and drive mitigation plans
- Addressing customer issues and concerns in a timely fashion to ensure customer satisfaction
- Teaching and guiding the Team Associates to learn to use the process & portals in an effective manner
- Preparing performance monthly review dashboard to showcase in Monthly review meetings
- Handling Deal completion, productivity and metric report in both employee and document level.
Assistant Manager- Quality
SPI Global
05.2021 - 06.2022
- Maintained quality management structure by conducting continuous reviews
- Devised and enacted improvements to quality assurance procedures, achieving the result
- Tracked findings, completed documentation and generated reports
- Handled employee scheduling to ensure adequate, cost-efficient shift staffing
- Helped less experienced staff manage daily assignments
- Checked production performance to guarantee compliance with process standards
- Obtained customer feedback for process improvements in support of long-term business strategies
- Inspected non-conforming parts and conducted Root Cause Analysis (RCA)
- Performed inspections and standardized tests on product samples to assess compliance with tolerances
- Improved customer satisfaction and sales through considered coordination with colleagues, enhancing overall care and service
- Proactively solved complex operational problems, positively impacting business direction.
Associate Manager
STANDARD CHARTERED GLOBAL BUS.SERVCS
06.2019 - 05.2021
- Evaluated staffing gaps in skills and performance revenue, facilitating strategic decision-making
- Collaborated with line managers on department performance and KPIs
- Managed smooth operations and communicated timely updates to coordinate administrative activities
- Monitored staff performance and developed improvement plans
- Represented organization in public at hearings, forums and conventions
- Tracked expenses in tools and implemented cost controls to eliminate overages
- Setting up the process for improving quality percentage Continue monitoring in reducing exceptions
- Going extra miles while performing analysis Sending KPI, QPID performance reports across top management Following up with the operations team on the actions to be closed irrespective of Technical/Tool/People Preparing Dashboard and PPT on fortnight basis Conducting SRM calls and taking ownership of conducting periodic meetings, Training session etc
- Developed training programs to boost staff capabilities
- Helped senior management plan and carry out daily operations and meet key objectives.
Risk Associate Manager
STANDARD CHARTERED GLOBAL BUS SERVCS
04.2017 - 06.2019
- Designed and implemented an overall risk management process for all the processes, including an analysis of the financial impact on the company when risks occur
- Produced in-depth risk reports, educating about significant risks to the business and ensuring individuals understood their own accountability
- Prepared detailed risk management and insurance budgets within timeframe
- Embedded and further refined awareness of risk within company's culture, including providing awareness briefs and providing relevant training
- Worked collaboratively with project and operational teams to ensure projects with solutions were appropriately designed to minimize delivered risk
- Ensured accuracy of information within risk frameworks and reporting processes
- Supported risk reporting delivery to committees and external bodies by providing executive summary reports, data analysis and benchmarking research
- Supervised risk team members, providing ongoing support and guidance to maintain department effectiveness
- Built and maintained risk awareness amongst staff by providing ongoing support and training
- Ensured operational and compliance risks were appropriately managed, with robust compliance assurance processes and policies implemented and controlled
- Reviewed new contracts and internal business proposals to maintain a risk-free environment
- Conducted advanced policy and compliance audits on weekly basis, liaising with internal and external auditors to ensure optimum results
- Drafted detailed management reports for formal governance forums, ensuring risks were articulated clearly
- Provided expert advice and training activities including conducting risk workshops, providing guidance and on risk assessments and strategies
- Supported improvements to risk management tools and methodologies, ensuring strategy objectives and business needs were met
- Evaluated financial viability of proposed business plans and projects
- Assessed clients' financial status, objectives and risk tolerance to devise customized risk policy
- Consulted with clients using preferred channels, maintaining customer satisfaction
- Collaborated with clients to outline realistic financial goals and objectives.
HR Executive
04.2015 - 04.2017
- Taking care of employee related queries from Hire to Exit process which pass on from ASKHR team
- Bulk uploads through backend also handled by us
- Helped employees progress within their career by helping them to identify areas for improvement and develop specific action steps
- Closely monitored operations to ensure employees complied with relevant laws, regulations and workplace policies
- Helped solve conflicts, disputes and concerns, offering practical and smart solutions
- Provided support to employees with various HR-related issues and liaised with heads of department to find resolutions
- Reviewed employment and working conditions every frame to ensure compliance with current employment laws
- Spearheaded company's talent acquisition and recruitment processes
- Supported management and provided expert legal advice on disciplinary and grievance issues
- Initiated employee evaluation process and recommended policy changes to propel staff progress toward desired readiness goals
- Formulated organizational chart with associated job ranks and responsibilities
- Identified and solved complex strategy problems impacting management and business direction.
Subject Matter Expert
Maersk Global Services Centers India Private Ltd
02.2014 - 04.2015
- Documented performed work accurately and thoroughly, recording clear data for further evaluation
- Used outstanding communication and interpersonal skills to liaise effectively with international stakeholders across varying disciplines
- Notified quality assurance personnel of production flaws suggesting improvements
- Maintained company inventory and ensured product quality
- Scrutinized layouts, methods of work and resource management to help cut costs
- Helped to outline Quality Assurance (QA) procedures for consistency and accuracy
- Adhered to and endorsed health and safety regulations
- Aids in evaluating and establishing logistics support analysis Lead and report the savings and tracking timelines of all logistics cost savings projects Receive incoming shipment emails Working and following up continuously via email and phone with customers/clients.
Quality Analyst Lead
SOURCE HOV
06.2010 - 01.2014
- SME role in processing the Invoices and resolving the disputes in matching issues Analyzed project requirements to find bugs and eliminate issues within a timely manner
- Oversaw all process checks to ensure that they were done properly and at the correct frequency
- Set and achieved product quality objectives while meeting product specifications
- Chosen as the main corporate office contact, answering questions and resolving issues from customers and vendors
- Analyzed performance test results, making enhancement suggestions based on product inefficiencies and faults
- Designed and carried out test plans for inspecting product, reporting results on system for analysis
- Conducted performance tests, assessing features including functionality, reliability, performance and quality.
Education
Bachelor of Engineering - Electronics And Instrumentation
Jaya Engineering College (Affiliated By Anna University Chennai)
Chennai, TN05.2010
Skills
- Delight Customers by improving the FPQ by taking Special Initiative Projects
- Minitab Knowledge and Good presentation skill to present in the Forum
- Quality Tools and Techniques
- Horizontal Deployment of Best Practices across projects
- Playing the role of True SME's and train the SMEs for key process
- Quality Testing (Preparation of test cases, Manual testing) with the help of technical team
- Strong in excel and PowerPoint knowledge and formulas
- MIS Reporting and preparing dashboard
- Well versed MS office knowledge
- Know to handle basic macros in excel and Powerpoint
- Six sigma approach, Quality tools, Dashboards, Basic Macros, MINITAB tool etc
- Excellence in Leadership, Demonstrate with Strong Communication, Preparing Process Problem Solving, and Creative Thinking Skills
Accomplishments
- Best Performer Award was given by the organization during 2010
- Successfully completed 10 yellow belt, 5 green belt projects and 1 SIPs to yield cost benefits to the Organization nearly a savings of 20,000 USD
- Handled 5 Black Belt projects as a team member.
- Horizontal Deployment of the solutions which we proposed to the entire Organization
- Playing the SME's role in my division and train more SMEs for Key process
- Bring back the Business after deploying the Quality Systems
- Promoted as a Junior Executive within a year gap.
- Got best employee award in 2014 in Maersk
- Awarded as rising star of the month in 2015.
- Business excellence award in 2017
- Recognized my performance in Risk and given spot award with cash and certification
- 2019 SPOT award in 2021.
- Recognized for extra mile award.
Timeline
Team Lead Operations
IQ BACK OFFICE
08.2022 - Current
Assistant Manager- Quality
SPI Global
05.2021 - 06.2022
Associate Manager
STANDARD CHARTERED GLOBAL BUS.SERVCS
06.2019 - 05.2021
Risk Associate Manager
STANDARD CHARTERED GLOBAL BUS SERVCS
04.2017 - 06.2019
HR Executive
04.2015 - 04.2017
Subject Matter Expert
Maersk Global Services Centers India Private Ltd
02.2014 - 04.2015
Quality Analyst Lead
SOURCE HOV
06.2010 - 01.2014
Bachelor of Engineering - Electronics And Instrumentation
Jaya Engineering College (Affiliated By Anna University Chennai)
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