Lead Assessor Quality Auditor

Joyanta Chakraborty *************@*****.***

Cell#+91-953*******

Black Belt, Lean Coach & Lead Assessor – ISO 14001 Certified Professional - Operations Excellence & Business Transformation Joyanta is a professional with experience of 12+ years in the IT/ BPS segment, handling Business Quality in diversified work environment, currently working with Cognizant Technology Solutions, Bangalore. He is educationally backed up by BE(Mech.) from (NIT-Jamshedpur) and M.Tech (Quality, Reliability and Operations Research) from Indian Statistical Institute, Kolkata. He has strong experience in leading from the front in the areas of Supplier Quality Assurance, Developing Quality Management Systems, Auditing QMS framework, Driving Lean and Sigma initiative in BPS/ IT/ ITES environment, Project Management experience, People management and Customer support. In addition, he had fair exposure to Manufacturing sector as well mainly in the areas of Supplier QA, Development of Quality Management System & Certification, Handling of Customer Inspection and conducting Internal Audits. Key Highlights:

- Good Understanding of SDLC cycle & Delivery Management process. Proactive approach taken for Margin Optimization for the key clients (Life Sciences Vertical) and could achieve improvement in Customer Profitability up to ~4.0%.

- Identification of key metrices at a project level and it’s analysis to improve Quality, Reduce cost, Improve On-time delivery schedule etc for APAC & LS vertical.

- Also had a good exposure to COPC in Infosys Technologies.

- Developed P&L Dashboard for the Life Sciences SBU which helped the Delivery team to act proactively on Optimizing Non billable FTE, Improvement in Utilization & T&E expenses

- Hands-on with the Profitability Analysis, Forecasting & Pipeline Analysis using CRM Good exposure to ESA & Project Management activities.

- Applied Lean Six Sigma Methodology in IT domain and mentored 50+ projects successfully and witnessed improvement in Productivity, Utilization, Pyramid Optimization & Skill enhancement for the associates improving Customer Profitability up to 5.0%.

- Working closely with the Delivery Excellence team for Risk Identification and Mitigation at a Project level and achieve min. 95% Compliance target

1

- Had fair exposure to F&A processes. Led 1 GB Project for AR process related to enhancement of SLA performance levels for Optimizing gains for the client.

- Process Mapping and Development of Procedures for Corporate Workplace Service.

- Track Operational risk at a project level & ensure it’s compliance with the support from the PM’s. Work Experience/Organization History:

# Organization Name Designation /Role/ level Start Date End Date

#1 Cognizant Sr. Manager-Quality 03/2010 06/2019

Technology

Solutions

#2 Infosys BPS Quality Manager 08/2007 03/2010

#3 Tata Power Manager-Quality/ 01/2005 08/2007

Management

Representative

#4 IFB Automotive(P) Asst. Manager – Quality 08/2002 01/2005 Ltd Assurance

#5 Toyama Electric Ltd Asst. Manager- Quality/ 10/1996 08/2002 Management

Representative

#6 Lincoln Helios(I) Ltd Senior Engineer – Quality 09/1994 10/1996 Assurance

Cognizant Technology Solutions (Operations Excellence – Corporate role ) Oct ’18 – Jun ’19 Key responsibilities includes the following :

1. Simplification of process raising of Service Order for hiring resources both internal/ external 2. Support delivery teams on Margin Optimization for projects which are bleeding 3. Customer Profitability Analysis and identify critical financial levers for improvement 4. Participate in the weekly governance call for closure of action items as identified Cognizant Technology Solutions (Corporate Workplace Services) Nov’16 – Sep’18 Key responsibilities includes the following :

1. Develop & Implementation of process documents

2. Process Mapping & Identify process improvement opportunities 3. Participate in the weekly governance call for closure of action items as identified Cognizant Technology Solutions (Operations Excellence - APAC) Jul’15-Oct’16 Key responsibilities includes the following :

1. Pipeline Analysis & reporting for APAC BU.

2. Identification and analysis of key project metrices as a part of Margin Optimization Program. 3. Margin Optimization by working closely with the Delivery Teams. 2.

4. Profitability Analysis on a monthly basis and sharing during the Ops. Governance call for action items and tracking for closure.

5. Working closely with the Delivery Excellence team for RisK Identification and Mitigation at a Project level 6. Working closely with the Delivery Excellence team on the Lean Six Sigma Projects in regard to identification, validation & tracking of projects for timely closure. 7. Supported PDC (Proximity Development Centre) initiative along with the Onsite Delivery Leads for effective Delivery Management. Tracking & reporting KPI at a project level on a monthly basis. 8. Project Management in ESA.

Cognizant Technology Solutions (Life Sciences Vertical) -Mar’12 – Jul’15 Played Lean Champion role internally & mentored 50+ Lean projects covering over 3000 FTE with overall 10-12% FTE benefit. Seen +ve impact on margin in the range 3-5%, 8-10% improvement in Productivity through Automation and associates skill enhancement. Acted as a Mentor for Lean project undertaken from JOHNSON & JOHNSON Client & closed successfully with margin improvement upto 3% through Automation and Offshore leverage. 8%-15% improvement seen for the KPI metrics e.g. Productivity, Load factor, Quality etc Supported Delivery & Project teams by tracking closely the project metrics & conducting reviews Developed P&L Dashboard portfolio wise for driving Margin Optimization effectively. Supported Delivery team on Resourcing & Client visit. Cognizant Business Process Services (Telecommunication Vertical) -Mar’10-Mar’12 : Quality Control of Transaction & Call Monitoring through effective deployment of Service Quality Plan. Conducted Process Audit and resolve the fatal errors through robust process control mechanism. Conducted Six Sigma training (GB/BB) and traianing on Lean Methodology for all the associates. Mentoring Lean projects (15 Lean projects). Achieved margin improvement upto 3% through automation and reduction in size of the buffer resources. 50 FTE released in the process. Worked closely with Delivery Assurance Group for closure of the major/critical NC’s Identify the risks as faced by the Engagement and work towards Mitigation. Develop Visual Management Systems and work towards effectiveness and sustenance Key Achievements (Infosys Business Process Services & Infosys Technology Corporate Quality): Deployment of Quality Management system for SUN MICROSYSTEMS & INGRAM MICRO clients which includes Transactional Quality and F&A processes. Developed methodology of Calibration of the Quality auditors with the Client to rule out difference if any. This has improved the R & R from 28% to 15%(avg.) Developed Visual Management System in MICRO floor which has been appreciated by the client. Implementation of COPC Metrics Measurement System and seen improvement in the process metrics. Improved SLA Compliance level from 90% to 97%(avg.) by conducting Root Cause analysis and resolution of issues through Corrective & Preventive action. Active participation during implementation of eSCM framework in Infosys. Successfully closed 1 BB project related to improving Accuracy for Transaction Quality in BPS domain. 3

Key experience and achievements (in Manufacturing sector) Preparation and Validation of Quality Plan.

Application of SPC tools e.g. Control Charts for Process Control Successfully led Toyama for ISO 9001:1994 Certification as Management Representative. Successfully led Tata Power in Mumbai (R& D) for a ISO 9001:2000 Certification. Successfully led Tata Power in Bangalore for a ISO 14001:2004 Certification as Management Implementation of CMMi Level 3 in Tata Power.

Improved Training man-days and its effectiveness as a Training facilitator for Tata Power, Bangalore location.

Award, Appreciation and Accolades:

1. Mentored 2 Black Belt & 50+ Lean Projects as ‘Lean Coach’ for ( BPS, IT & ITES ) which fetched ~10% FTE benefit with 3000 FTE coverage

2. Appreciation from CEO of Tata Power as a Lead for CMMi –L3, ISO-9001 & ISO-14001 Certification 3. Appreciation from Sr. Management Team from Infosys-BPS in driving Process Capability analysis across all verticals (>25 sub-processes) for e-SCM-L4 Certification 4. Appreciation from Sr. Management Team from Cognizant BPS for driving Operations Clarity for AT&T (BPS) & Life Sciences client (IT).

Others (Training & Certification):

Six Sigma Black Belt Certified

Lean Coach Certified

eSCM/ ITIL 9000

Internal Quality Auditor for ISO 9001 : 94 from Bulls Eye Consultancy, Bangalore. Internal Quality Auditor for ISO/TS 16949: 2002 from ISI, Bangalore. Internal Quality Auditor for ISO 17025:2005 for Quality Management for Testing Laboratory from CETE, Bangalore.

Lead Auditor : ISO 14001 from ICL Certification Ltd., Bangalore Personal Information:

Contact Email Id - *************@*****.***

Permanent Address - #756, KPCL Layout, Kasavanahalli, Sarjapur Road, Bangalore-560035

Contact Number - +91-953*******

4

Contact this candidate