Titir Neogi
Bangalore,Karnataka
Summary
Experienced professional with expertise in Governance, Financials, Operational Risk Management, Integrated Regulatory Reporting (IRR). Skilled in stakeholder management, Process Improvement through AI Tools, Revenue generation, and Project management. Hands-on with tools like Riskflo, Helios, Appian. Working on Third Party Management. Extensive experience in supporting executive forums and managing operations across various contact centre departments – Customer Service, Collections, Dialler Management.
Overview
20
20
years of professional experience
3
3
Languages
Work History
Manager – Asia Pacific Operational Management, Group Chief Operating Office (GCOO) CoE
HSBC Data Processing India Pvt Ltd.
07.2023 - Current
- Establish and maintain engagement with onshore teams for transitioning new work
- Simplification of data management through AI Tools- saved 5 hrs monthly in a deliverable
- Stakeholder management
- Operational Governance forum meets
- Financial and Non-Financial Risk management for various HSBC GSC GCOO functions
Operations Manager
Marble Box Solutions LLP.
05.2021 - 07.2022
- Managed US Insurance services
- Client communication
- Handling a team of 100+ FTE’s
- Process improvement through FTE optimization
- Shrinkage management
- Coaching and development
- Ensuring Call Quality
- Performance management
- SLA management
- New process transition and FTE billing
Assistant Manager Dialer
Home Credit India Finance Pvt. Ltd.
08.2016 - 04.2021
- Oversight of collections contact center
- Workforce planning
- Telco resources management
- BCP Management
- SLA and shrinkage planning and forecasting
- Attendance tracking
- Call volume forecasting and FTE utilization accordingly
- Multiple operational issue handling and prompt resolution to avoid loss in productivity in a contact centre environment
- Performance management
Dialer Administrator, Operation System Associate, Outbound Collection Associate for US Collections
HSBC Data Processing India Pvt. Ltd.
04.2008 - 07.2016
- KPI reporting
- BCP management
- Ensuring call quality and CSAT scores and individual shrinkage management
- Dialer management
- Stakeholder communication
- Team leadership
- Process improvement through call volume management
- US collection customer handling
- Call quality
- ECVOC score maintenance
- Overview of Collections process from a contact centre perspective for GSC Kolkata
Customer service associate
GE Consumer Finance Services (GE Money)
02.2005 - 03.2008
- CSAT/ECVOC
- Call quality and shrinkage
- Coaching, development and call feedback to operators as an SME
- Escalated issue handling
- Complete overview of Customer service and Customer experience
Education
BBA -
Vinayaka Mission University
Higher Secondary - 12th Standard
WBHSEB
ICSE - 10th Standard
Skills
- Stakeholder Management
- Process Improvement
- Project Management
- Third party Management
- Financial and Non-Financial Risk Management
- Operations Management
- Team Leadership
- Communication
- Coaching and Development
- Presentation
- Strategic planning
- Staff development
- Performance evaluations
Disclaimer
The information provided is true and correct to the best of my knowledge.
Timeline
Manager – Asia Pacific Operational Management, Group Chief Operating Office (GCOO) CoE
HSBC Data Processing India Pvt Ltd.
07.2023 - Current
Operations Manager
Marble Box Solutions LLP.
05.2021 - 07.2022
Assistant Manager Dialer
Home Credit India Finance Pvt. Ltd.
08.2016 - 04.2021
Dialer Administrator, Operation System Associate, Outbound Collection Associate for US Collections
HSBC Data Processing India Pvt. Ltd.
04.2008 - 07.2016
Customer service associate
GE Consumer Finance Services (GE Money)
02.2005 - 03.2008
Higher Secondary - 12th Standard
WBHSEB
ICSE - 10th Standard
BBA -
Vinayaka Mission University
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