Resume - 0616

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1. LOKESH D #77/37, 7th Cross, 17th Main, J C Nagar, Kurubarahalli, Bangalore – 560086 Mobile: 99005 88889; Email: CAREER HIGHLIGHTS: …
  • 1. LOKESH D #77/37, 7th Cross, 17th Main, J C Nagar, Kurubarahalli, Bangalore – 560086 Mobile: 99005 88889; Email: CAREER HIGHLIGHTS:  Performance-driven professional with over 9 years of experience in Banking Industry & over 5 years in Lead / Assistant Manager Role.  Working for one of the top Bank in the UK.  High level process orientation. Ability to identify and eliminate process bottlenecks for efficient operations.  Have extensive knowledge of Billing and Revenue, Client Management, Escalation Handling, Effort Estimation, Performance Tracking, Training and Development, Quality Improvement, Process Standardization, Data Analysis and MIS.  Have great motivation to learn new skills / technologies, excellent problem-solving skills, fast learner, resourceful, committed.  Have excellent MS-Office skills. WORK EXPERIENCE: CONCENTRIX DAKSH PVT LTD., BANGALORE [Assistant Manager – May 2015 till date] Concentrix is a high value business services company founded in 1991. A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 24 countries with a staff of more than 54,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism. Domain: BFSI Vertical: UK Banking (Payments, Collections, Recoveries, Retail, Commercial & Insurance) RESPONSIBILITIES HANDLED • Create, monitor and deliver on operational metrics as specified by SLA guidelines • Develop strategies to maximize productivity by utilizing the available resources • Ensure continuous learning for the team members. • Ensure adherence to the compliance with respect to UK laws, policies and procedures. • Mentor and work alongside Lead and associates to deliver on team goals • Billing – FTE Billing as well as Transaction Based Pricing • Forecasting and Capacity Planning • Monitor all client-related activities and conduct weekly, monthly & quarterly project reviews • Customer Relationship Management – Interact with clients on daily basis to ensure operations are carried over smoothly • Escalation Handling – Initiate and follow-up on appropriate actions to resolve the issue and work on plans to prevent the recurrence of similar issues Page 1 of 3
  • 2. • Ensure all actions / changes agreed with the client are implemented and closed within agreed timelines • Delivery Management - Ensure KPI Metrics are met as per SLA’s agreed in the SOW • MBR / QBR – Prepare and present monthly/quarterly performance to all the stake holders • Conduct monthly One-on-One meetings to understand employee concerns and take appropriate actions to resolve issues and enhance employee satisfaction • Risk and Compliance – Conduct periodic review and ensure all the preventive measures are reiterated to the team & are carried over without deviation. • Ensure audit compliance by reviewing all auditable documents. • Conduct periodic performance appraisals and provide appropriate feedback. • Interact and follow-up with internal departments like HR, Admin, Transport, Finance to resolve outstanding employee issues such as salary, allowances, transport, employee grievances, RnR etc. Areas of Expertise: • Hiring • Employee Engagement • Employee appraisals • Quality Assurance • Customer Satisfaction • Resource Management • Team Administration • Project Management • MIS Reporting Initiatives and Added Responsibilities: • Been responsible for analysis of data supplied by the various Strategic Business Units for the purpose of reviewing the process and monitoring the performance of the client's business. • Initiating the training modules and procedures for the client for enabling them with the understanding of the process concept. • Documenting, Training and Execution of the processes. • Preparation of SOP and finalizing SLA for the respective process. • Been part of core committee in handling different extracurricular activities (Festival celebrations, Sports Meet, Competitions, Team engagement activities, Team outing) in the company. • Supported several adhoc projects which help the clients to keep the customer records up to date on banking system. • Trained on conducting the Time and Motion activity which helps to arrive at the AHT (Average Handling Time) of the various tasks processed. • Expertise in preparing process maps using MS office applications (including MS VISIO). • Designed Navigator tool which was implemented across the account which captures the complete activities of an agent throughout the day and also helps in generating several reports like team performance, individual performance and also helps in generating MIS reports. Special Mention: Transition: Has been part of a training conducted at client site in UK for 3 weeks to learn the new process of “Insurance” domain, which was successfully off-shored for team strength of 140 agents. Overview of Projects: Yellow Belt: Developed a web-based tool called Payment Calculator (with the help of IT team). Page 2 of 3
  • 3. The tool allows us to calculate payment dates and amounts which help us to process payments faster and accurately, which is required for the payments process. Benefits arrived out of the tool led to financial savings of $31,790 per year to the organization. Certificates: CLE - Certification in Leadership Excellence from Harvard Business Publishing TROY - Talent Retainer of the Year Yellow Belt Certification Prior Work Experience: • RAMNARAIN & CO. (C.A), NO.28/1, Ulsoor Road, BANGALORE. Designation: Executive - Audit Experience: 1 year and 3 Months. • METRO Cash & Carry Pvt. Ltd, Yeshwanthpur, Bangalore. Designation: Associate (Cashier) - Part Time Experience: 1 year and 2 months. ACADEMICS: • SSLC : Kiran English School, Bangalore, Year - 2000 (Result - 60%). • II PUC : Gangamma Thimaiah Govt. PU. College, Year - 2002 (Result - 57%). • Graduation : B.COM, Bangalore University, Year - 2005 (Result - 46%). Technical Qualification: • Computers : Aptech - (Windows Operating System & MS Office - Office Management). • Typing : English Senior Personal Information: • Date of birth : 29-Jul-1985 • Father’s name : Dhanashekaran • Marital status : Single • Gender : Male • Nationality : Indian • Languages known : English, Kannada, Tamil and Hindi • Hobbies : Listening to music, Watching Cricket and Travelling. • Passport : Available Date: Place: Bangalore (Lokesh D) Page 3 of 3
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