Yasmeen Banu
Project Manager
Bengaluru
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Manager
Cognizant India Pvt Ltd
08.2022 - Current
- Handling 4 Projects (LinkedIn Data Quality, MSR, Intuit & Google – LASER TAG)
- Current team size 450 team members plus 21 Leads and 4 Team managers
- Day to Day Operations Call with respective stakeholders
- Responsible for complete stakeholder management during entire pursuit cycle and maintain relationships with multiple entities within ecosystem involving
- People Management/Team Building
- Attend relevant training programs and assist in preparing emerging trends in domain/technology
- Contribute to knowledge sharing sessions within and outside BD group
- Provide mentoring and coaching support for team members
- Handling Escalations and reviewing RCA
- Working closely with Process Excellence team to set up controls on repetitive errors/escalations
- Performance Management/SLA and KPI
- Skip Meetings and 1-0-1 Connect
- Review Forecast and manage monthly Billing
- Process transition completed for Bangalore and Poland with Billable HC of 26 for each location
- Review MBR/WBR/QBR
- Leadership connects on current ongoing activities on process, people, and technology
- Engaged on Quality dashboard, Focused groups, stratified random sampling method
- Review of Client reports with PEX team and working on CSI
- Focused learning on Udemy
- Created Knowledge Base (SME) and Internal Risk & Compliance team
- One-view dashboard for live performance is created
- Daily attendance with MTD view is shared.
Operations Delivery Manager
Concentrix Daksh India Pvt Ltd.(Formerly IBM Daksh India Pvt. Ltd)
06.2006 - 08.2022
- Currently handling 5 Projects (Westpac Bank, Pearson, Prima, IBM.com & Club House)
- Handling 12 Assistant managers, leads along with team of 240 executives
- Managing end to end project delivery and commercials
- LOB’s like Collections (Secured, Unsecured Loans and Credit Cards), Mortgage (Securitization and Full/Partial Discharge) and Backend Process (Customer Administration, Estate Management, Indexing and Signbanking, Portfolio Loan Limit, Bank Reconciliation and Investment Banking
- Handling the Service Desk project for Lloyds Bank – Collections & Back office
- IBM.com ensuring client SLAs are met
- Pearson & Prima – Managing Collections project for US & UK region
- Club House – Content Moderation & Community Support globally
- Project Management for RPA projects, done scheduling and planning Project
- Day to Day interaction with Clients
- Performance Reviews, Goal Setting
- Escalation management Process improvement
- Resource management
- Working closely with the Service Desk teams to prioritize incidents based on the urgency and business impact
- Transitions & Transformation Specialist, steered process transformation by streamlining existing process, curbed the tasks involved which resulted in significant saving in man hours and overall cost
- Domain expertise entails directing operations and driving customer satisfaction scores by ensuring high quality delivery, reduction in overall complaints & adherence to SLAs
- Expertise in establishing high -performance culture, built on strategic customer and partner engagements driving sustainable and profitable growth fueled by innovation.
Deputy Manager
St. George Bank (Australia)
01.2008 - 05.2015
- Handled a team of max 110 process executives + 6 Team leads
- Responsible for Operation Management, People Management, Client Management, Process Management, Performance Management, Hiring, training and process Transition
- Engaged in People & Process Optimization
- Engaged with Clients on process documentation (SOP, SOW etc) for a new process and provided multiple process improvements
- Quality Improvement through RCA and structured audit methodology.
Process Executive
Lloyds Bank
06.2003 - 12.2007
- Handling Outbound calls effectively and ensuring collection targets met and exceeded on month-on-month basis
- Collecting arrears on secured and unsecured products (Credit cards, Personal Loans, Home Loans & Portfolio Loans)
- Trained new joiners.
Education
Bachelor of Commerce -
MES College of Arts, Science & Commerce (Bangalore University)
01.2000 - 04.2003
Skills
Process Management
P&L Management
Service Delivery Management
Client Management
Vendor Management
Innovation & Transformation
Team Training & Management
Audit & SLA Compliance
Transition Management
Escalation Management
Active Directory
Cisco Web Conferencing Tools, Skype, Microsoft Teams
MS Office – Excel, Powerpoint, Word, Outlook, Project, OneNote
Accomplishments
- Multiple appreciations from Clients
- Successfully done 6 process transition 3 in India & 3 in Manila
- Customer Champion
- Green Belt project for Quality improvement
- Onsite transition successfully completed for reputed Bank in Australia (Mortgage & Banking Services)
- Offsite transition – Collections & PD invoicing
- Received Gold level appreciations from customer and multiple awards for best leader
Methodologies
- Lean
- Six Sigma
Timeline
Service Delivery Manager
Cognizant India Pvt Ltd
08.2022 - Current
Deputy Manager
St. George Bank (Australia)
01.2008 - 05.2015
Operations Delivery Manager
Concentrix Daksh India Pvt Ltd.(Formerly IBM Daksh India Pvt. Ltd)
06.2006 - 08.2022
Process Executive
Lloyds Bank
06.2003 - 12.2007
Bachelor of Commerce -
MES College of Arts, Science & Commerce (Bangalore University)
01.2000 - 04.2003