ATUL J D’SOUZA

Siddhachal Phase VI,

**** - ** *** ******** ** 2,

Thane (W) Maharashtra

India 400610

Overall 17 years of experience in Banking – Credit card Operations, General Insurance, life and pensions, Backend Administration Processes - Finance & Accounting and Hospitality. Relevant BPO experience of 13 years with leading BPO. Positioned to deliver leadership excellence, proven resource maximization methodology, innovative operational efficiency, and cost reductions.

PERSONAL INFORMATION

Born May 24th, 1976 in India (Mumbai)

Citizenship: Indian

Email: actf5n@r.postjobfree.com

Phone Number: 992*******

WORK HISTORY

01.2006 – 12.2015 CAPITA PVT LTD

DGM Strategic HR and Operations

Senior Manager (2006-2012)

REPORTED TO: DIRECTOR

STRATEGIC HR ROLE

•Partnered with the global HR team in developing, standardizing and implementing the HR strategy for the organization and administration of the HR Policies / Processes / Systems yet in regulation with the local regulatory requirements.

•Responsible for providing strategic HR guidance for the businesses in India. Informs, interprets and advises aligned business managers on all HR -related matters, including reporting and analysis and clarification of policies and practices.

•Assists in the development of a comprehensive talent development strategy and HR framework to ensure the current and future caliber of talent needed to support business success and growth planned.

•Partners with HR colleagues across the businesses globally and locally to support performance management and annual compensation planning review to ensure recommendations are performance -based and in line with Capita philosophy and guidelines.

•Influences and develops HR strategies and priorities to support business objectives to respond to changing business needs and expansion.

•Provides guidance to develop the professional capabilities of the team, Organizational and change management skills and exceptional relationship management skills.

•Excellent knowledge of strategic planning, organizational effectiveness, talent development, acquisition, succession planning and leadership effectiveness.

•Review and analyze business unit data to identify trends and recommend solutions to improve performance, retention, and employee experience.

•Identify new opportunities where HR can add value by analyzing and prioritizing departments’ needs and Provide support and feedback to other HR functions (Total Rewards, Talent Management, Learning, Global HR, Operations) with regards to ‘pulse’ of unit to support the development and implementation of strategies and policies.

OPERATIONAL LEADERSHIP ROLE

(General Insurance-Life & Pensions/Accounts Payable-Receivable/Financial Accounting)

Performance Management

•Strong Analytical/Problem solving skills

•Good understanding of Project Financials and key levers that influence profitability

•Manage delivery in multivendor environment

•Proven track record of managing project deliverables on time, under budget and quality

•Strong understanding of key client stakeholders/organization

•Ability to quickly get plugged into the Account team and gain understanding of Account Plan and key client and internal stakeholders

•Proven experience in deal process - presales, solution and contract process

•Grow into the Trusted Advisor position

•Experience in Contract/Commercial Management. Ability to engage with Contract Management/Legal teams as appropriately

•Own and manage Weekly and Monthly status calls with various Capita stake holders about Delivery issues/SLA management.

•Risk mitigation plans, Business continuity plans, disaster recovery, back up plans preparation and deployment.

•Management, functional, business and technical support to meet project deadlines, SLA’s and KPI.

•Day to day Client management

•Managing an account of 750+ FTEs

•Lead all client and internal calls for the process, single point of contact

•Direct Workflow, Training and other shared services for optimum functioning of account

•Single point of contact for all financial decisions regarding the account

•Manage attrition and career planning of all employees within span of control

•Grow account strategically to increase top line for the organization

•Manage and improve profitability of the account

•Achieve and sustain high level of employee engagement in the department;

•Promote a culture of high performance and continuous improvement that values learning and a commitment to quality;

•Develop a team of managers to lead an effective and cohesive team that operates seamlessly across the centers

•Manages the performance of the management team; and

•Work to build talent pipeline for succession plan.

Regulatory Compliance

•Upgrade and implement an appropriate system of policies, internal controls, accounting standards, and procedures;

Strategy and Planning

•Develops and spearheads the execution of strategies and business plans to build the consumer credit business;

•Identifies key objectives, financial and other performance measures for the department;

•Identifies, allocates and organises resource requirements, including people development requirements;

•Provides advice and support to Managing Director/Directors and other key members of senior management on financial planning, budgeting, cash flow, investment priorities, and policy matters to achieve the overall business objectives;

•Maintain continuous lines of communication and keep the Managing Director/Directors informed of all critical issues;

•Provide analytical support to internal management team including development of internal management reporting capabilities;

•Serve as the management liaison to the board and audit committee; effectively communicate and present critical financial matters at board of directors and committee meetings;

•Contribute to the development of the Company’s strategic goals and objectives as well as the overall management of the organisation; and

•Ensure that the Company is adhering to the strategic plan, delivering status reports to the board.

•Ability to understand cost, Financials, P&L and resource management and working with 3rd party vendors

•Exposure to managing RFP & Bid management / obtaining new business by discussing with customer and having ability to talk through on these aspects

•Experience in Financials and Operations

- Revenue handled

- Margin levers.

• Understanding of margin levers and their impact.

- Experience in tracking, improving margins

- Experience in ramping up,scaling teams in india

04.2003 – 01.2006 WIPRO LTD (BPO)

Deputy Manager Operations

•Review monthly status of Service Level Deliverables and Weekly performance reviews with Quality Analysts to sustain the health of the process.

•Liaise with business lines and functions (operations, HR & IT) on training, recruitment and system requirements for projects

•Contributing to the gross margin of the engagement by driving Business improvement projects through innovative ideas.

•Dealing with clients for any outstanding issue or new business propositions.

•Skip meetings, driving operations in a structured manner, Identifying and eliminating waste through lean methodology, team motivation

•Track project implementation, risks and concerns and publish periodic status updates and reports.

•Regular scheduled one-to-one meetings with each of the staff to discuss activities, priorities, progress and problems. Provide clear guidance, instruction, advice or coaching for the job. Be accessible. Delegates effectively

•Setting standards and parameters for the team to ensure optimal performance and managing poor performance.

12.1996 – 04.2003 PAST EXPERIENCE

•HONGKONG AND SHANGHAI BANKING CORPORATION LTD

(Card Personalization & Logistics) Senior Supervisor from October 2001 till April 2003

•ICICI INFOTECH (Credit Card Operations)

Supervisor for Cards Personalization, from January 2000 till Oct 2001

•HUGHES TELECOM LTD

Customer Service Executive since March 1999 till December 1999

•Pizza Hut(Subhamangal Mercantile Ltd franchise

Trainee Assistant Restaurant Manger. April 1998 till March 1999

•Baskin 31 Robbins

Supervisor for the period December 96 to February 98

AREA OF EXPERTISE

BUSINESS PROCESS AND STRATEGY DEVELOPMENT

STRATEGIC/TACTICAL

BUSINESS PLANNING AND IMPLEMENTATION

FINANCIAL ANALYSIS& FINANCIAL PLANNING

RISK MANAGEMENT

BUSINESS EXPANSION

GROWTH PLANNING AND IMPLEMENTATION COST REDUCTION

PROFIT MANAGEMENT

CHANGE MANAGEMENT

ORGANIZATIONAL REENGINEERING

PERFORMANCE MANAGEMENT DECISION MAKING, COMMUNICATIONS, MENTORING

MOTIVATION DYNAMIC LEADERSHIP

TEAM BUILDING

ACCOUNTS RECEIVABLES

THIRD-PARTY RECOVERY MANAGEMENT & HUMAN RESOURCES

KEY ACHIEVEMENTS

•Engaged in improvement projects which led to increase in Seat Utilization in for division from 1.2 in 2008 to 1.71 in 2010 thereby increasing the revenue per seat and building efficiencies.

•The Division contributed 20% to Capita India’s Revenue and 30% ( in excess of 1.3million GBP) to profit in 2009 by running some of the most efficient operations and beating the Business Plan target by a considerable margin

Closed 2010 with net profitability 28% on cost .

•Successfully built strong relationships with UK business units within the Capita Group thereby maintaining an average CSAT of 8 out of 10 consistently

EDUCATION

Bachelor of Science - Mumbai University India

Level 5 Advance Diploma in Operations management - Institute of learning and management London

PROFESSIONAL COURSES

Six Sigma Green Belt (Internal Training)

Situational Leadership

Customer Focus Selling Skills

Presenting Appropriately

ISABS – Indian Society of Applied Behavioral Sciences.

Contact this candidate