VimalKumar Masilamani

Credit Card Systems: Credit strategy unit– New version of Application processing system which automated by interfacing with multiple.

currently migrating to salesforce

Application processing system – Complete application flow

Business Rule Engine – System to configure the policy rules to take the application decisioning of Cards.

OBIEE reporting- Report extract and Modification.

Responsibilities:

· Requirement gathering from business teams

· Study on the existing system functionalities and processes to accommodate the requirement without any changes to system and drive through process if possible

· Communication to all stakeholders on project progress on all milestones, aligned impacted systems and processes accordingly

· Functional testing on the changes and provide signoff

· Align process and people to use the changes made in systems

· Responsible for getting Sign off from audit team & accountable for all policies and procedures of the organization

· Handled E2E production support of APS in terms of System stability, RCA for real time and historical issues tracking, DR Drills and Managing scheduled and unscheduled downtime.

Reporting:

Responsible for delivering complete TAT and productivity reporting basis business requirements Very effective documenting the amendments as per policy (Good in MS-Excel)

Developed score cards on performances of the employees of the bank against the set benchmarks under their respective KPIs also created template for business target.

Production Support / Problem Manager– Ensure bugs are kept a minimum, trouble shooting and conducting detailed RCA for incidents, query support for techno functional queries, train end users and equip them to handle day to day queries, carry out DR and BCP drills and other maintenance activities.

Consultant – Be a support and guiding force to business and operations users in carrying out their day to day activities, build system manuals, process documents, use case reviews, build and validate test scenarios and cases, help make effective implementation plans.

Previous Employer : IBM India Private Limited (Bangalore)

· Position: First Line Manager (Reporting and resource optimization center).

· Period of Service: 10th March -2011 to 19th October 2014 (ITIL V3 certified)

responsibilities

Roles : Responsible for all Global critical reporting to the Global team, Leading SAGE online reporting project EMEAwide Service Desk Reporting tool deployment, Service and Delivery Improvement, EMEA wide Account On-Boarding, Transition & Transformation, Continuous Improvement and Problem Solving. Perform education Session, interlock with SAGE project TEAM. New data Centre set-up coordination; integrated email tool deployment; BCP Etc.

Responsible for all kind operational WFM metrics, Metric target changes, Service level and metric calculation, Delivering reports on time based on the business requirement

Access control management and responsible for WOR and MOR deck

Achievements:

Certificate of Appreciation for “Efforts towards Accuracy, Dedication, Reporting analysis and timely reporting for key projects” awarded by Tim smith (VP) & Pari C Sadasivam –IBM India (GPS)

responsibilities

Extensive call center technology experience- specifically (Outbound)

· Aspect Ensemble Pro 5.2 -(AOD table, Filters, Table definition, Workgroup, IMPORT & EXPORT, etc)

· GENESYS 7.5 ((knowledge in OCM, CME, Calling list utility, CC pulse +, Hyperion etc)

· Handling entire south portfolio and handling the team of 10 WFM Associate

AIRTEL and Vodafone -Role & responsibility in Airtel Outbound &Inbound Process:

·Manage the dialer system parameters and procedures to ensure maximum efficiency and effectiveness. Developing and maintaining internal control, setting benchmarks. .

· Understanding business logic, creating campaign, calling list and table access, uploading leads

· Daily strategy for calling, real time analysis, hourly reports and crack down all NCT’s dispositions

· Increasing of right party connects (RPCs), penetration, and increased conversion rates/agent

· Predicting the best time to make a RPC (right party connects); this is one of the biggest outbound and blended call center challenges.

· Responsible for FTE requirements, ability to estimate the impacts of events

· Major perspective of WFM to ensure reducing costs and improving profitability.

· Proficiency in Dialer management, Campaign management and break management.

· Ensure that right people with the right skills at the right time to service customer

· Forecasting, scheduling, weekly rostering which is based on work load.

· Real time monitoring, Break management publishing interval wise report.

· Publishing all kinds of MIS reports like APR, Shrinkage, Absenteeism, management dash board weekly daily monthly reports, manpower,, Aux, Headcount, absenteeism, Attrition, shrinkage, FTE billable for invoice & capacity planning.and Invoice