Manager Executive

Sathyavirthan Kausthuban

Service Delivery Team Manager

Mobile: +91-984*******

Email: ***********@*****.***

EXECUTIVE SUMMARY

Dynamic, performance driven professional with 17 years of experience in the Banking, Insurance, and F&A sector

Proficient in leading the overall project management, right from conceptualization, process planning to delivery

Competencies in mobilizing and judiciously managing resources with structured inputs in the domains of project planning, designing, scheduling and monitoring

Customer focused, highly successful in building relationships with clients, seizing control of critical problem areas and delivering on customer commitments.

Experience across all facets of Business Analysis, Strategic Development & Risk Management

Possess a unique blend of managerial and functional skills backed by strong record of people management and resource optimization An enthusiastic motivator/ counsellor and a mentor with a passion to create a change.

An effective communicator with interpersonal skills and hands on experience in training and development of subordinates and team members.

SUMMARY OF QUALIFICATIONS

PROFESSIONAL EXPERIENCE

Accenture October 2016 – Present

Team Manager – F&A Operations

Responsible for managing a team of 50 employee for F&A project

Managing SLAs to meet client expectations and end customer satisfaction

Provide directions to supervisors that includes –TLs, QA and QTLs

Participate in daily client calls to discussion team performance and identify the client requirement

Holds regular meetings with Team leaders and associates to plan the work and delivery expected output

Responsible to review the SLAs with teams and appraise Ops Heads on deviations and action plans

Responsible for conducting self audits for processes to ensure risk and compliance parameters followed

BCP manager for the process and conducted regular BCP testing at various locations.

Setting up the process from the scratch including recruitment, Systems management, applications, Seat allocation, managing onshore requests, deliverables, TAT and SLA’s, People management etc.

Participate in support function reviews that includes, Risk and compliance, Transformations, Quality and other

Business HR related and ensure the operations run smoothly

Identify individual growth plan and ensure enrolment with L&D teams for development programs

Continue to build client communication and explore every possible opportunity to expand the business

SPOC for identifying Process Improvement, Innovation and Transformational ideas from teams

Accenture March 2015 – October 2016

Team Manager– Banking Operations

Managing 56 Team members across Quality Improvement services/Reconciliation/Treasury management operations/Treasury Service Operations/Account Analysis and Strategic analysis

Review quality dashboards and prioritize the deals depending on data analysis and critical deals

Publish the quality trends, dashboards, and various action plans for qualify improvements

Conduct daily huddles and meetings to understand the quality trends for each process and review with Ops

Walk through of process quality frameworks, trends, threats and opportunities with respects Ops leads

Independently conduct periodic process review t o identify process threats and opportunities

Publish QA performance dashboard, Training Need Identification and groom them for next level

Prepare quality checklists, cheat sheets, and hand notes as and when required

Conduct special nesting bay for new joiners to build strong quality output from inception itself

Schedule and facilitate the onshore/offshore calibration in order to augment domain base

Conduct periodic risk and compliance check considering the Payments nature of the processes

Responsible for providing process improvement ideas for quality and operations improvements

Accenture June 2013 – March 2015

Team Manager– Financials

Responsible for the overall project management, project planning, resources deployment & utilization and risk identification & mitigation

Initiating, planning, executing, tracking/ monitoring, controlling and closing the projects as scheduled

Gathering critical business information from the clients and communicating them to the Software development team along with acting as a liaison between to meet technology related expectations and requirements

Providing guidance on the process and its requirements to the clients over the technology, processes and applications while updating them on the regular project related developments

Directing project activities, conducting reviews, managing risk mitigation and change control processes and communicating status to senior executives

Distinction of improving business processes and supporting critical business strategies by implementation & maintenance

Providing support, coaching and mentoring to the team members to ensure that all objectives and commitments are fulfilled in line with expectations, agreements and standards

Agreeing SLA’s with the clients and revisiting SLAs for changes whenever required.

Accenture May 2009 – May 2013

Team Lead – Insurance Operations

In charge of Insurance Project voice Support team for the client Credit Suisse.

In charge of the teams Routing, Performance and direct interaction with Clients on queries.

Monitoring work on progress and future workload demands, ensuring resource requirements are made known to management within timescales and Monitoring individual performance

Manage day to day running of the team ensuring completion of processing within SLA's.

Resolves diverse non-routine problems that deviate from standard collection policies as they occur.

Tata Consultancy Services May 2004 – May 2019

Team Lead – Banking Operations

Processing Invoices that are scanned from the Imaging Department.

Responsible for identifying errors and escalate the same to the Imaging department.

Calling the clients for clarifying details from the invoices.

Involved in both Voice and Data processing of invoices.

Responsible for End to End Processing of Imaging and Invoice processing Operation.

PAST EXPERIENCE:

Sutherland Global, Customer Support Executive, AUG 2003 - MAY 2004

Net vision Cybertech Ltd, Telemarketing Executive, AUG 2002 - AUG 2003

Educational Qualifications

2013 – 2015 Master in Human Resources and Management (MHRM) – Pondicherry University

2008 – 2012 Bachelor of Arts (B.E.) in Corporate Secretaryship – Sindhi College

Transformation Projects, Automations and Continuous Improvement (CI) Projects

o2 Continuous Improvement (CI) Projects completed and Implement

oAccuracy Improvement – Using DMAIC Methodology

oTurn Around Time (TAT) – Using DMAIC Methodology

oWorkflow Tool – Tool to manage end to end workflow with mistake proofing ability

Awards & Achievements

oBest Manager award 2016 & 2017 for Operational support to one of the new processes.

oProject Triathlon award for providing exceptional support to the process during KT.

oHave Increase 12 FTE in a span of 2 Years in 2017 & 2018 as part of Upscaling the project.

oHave reduced 7 FTEs through Automation for Financial Project

oHave successfully transitioned Projects across, US, UK, Australia, Malaysia and China

Contact Info

Mobile: +91-984*******

Email: ***********@*****.***

Residential Address: Block 2 FOA Jains sudarsana apt, Rajakilapakkam, Chennai - 73

Teamwork & Co-ordination

Talent Management & Development

Performance Management

Quality Management

People Management

Operations Management

Client Management

Transition Management

Risk & Compliance

Effective Communication

Contact this candidate