C/o Pradip Roy
M G Road
Buno Kali tala, Chinsurah
Contact No. – +91-861*******
Highly professional administrator executive who has demonstrated continuous growth, achievements, and impressive leadership in the management of complex activities within the service, manufacturing, engineering industry. Solid business insight with the ability to ascertain and analyze needs, forecast goals, streamline operations in BFSI segment, and envision new program concepts. Excellent communication and interpersonal skills serve as the foundation to effectively network, collaborate, negotiate, and maintain positive partnerships with customer, staff, and outside vendors and organizations. Proficient in the management of a diverse range of departments, professionals, and programs through a complete understanding of the said industries arena and integrated networks. Adept at setting, expecting, and achieving high standards of quality.
Operations management - Organization/planning/supervision Team building-Forecasting/scheduling - Site Auditing - Statistical analysis - End to End to set up (Ops, Tech inputs, Manpower) - Customer service/relations -collections - Retentions – Migration/Transitions - Tele-sales - Process Improvement and excellence - Business Analysis – Sales and Brand Augmentation – Pre Sales Business Development ( RFQ – RFI – RFP) – BPM(Business Process Management & Reengineering), Revenue Growth, Profit & Loss
SELECTED ACHIEVEMENTS AND RESULTS
Selected as distinguish member of TASK FORCE for The President of the Republic of the Philippines Rodrigo Roa Duterte KGCR
Awarded Hon: D.Litt in Industrialization Management & Administration[Economics] IEC University South East Asia – Maldives, Conferred at American College - Madurai
Bi Lateral trade increased between India & Philippines around $ 967 Millions
Sold President Duterte’s pet project Polaris City to SANMAR Group of Bangladesh deal size $180 Million
Closed Business of SBI - ANZ Grindlays - IDFC - YES Bank - NIIT Technologies for GRC Stack - Deal size cumulative - 385 Corers
Tie up done in South Africa and USA for GRC stack
Designed and implemented Automatic speech IVR for different VAS and other offerings for TATA Teleservices (Latice Bridge).
Awarded best performing circle according to TNS Customer satisfaction survey within Tata Tele Services (all circles).
Successfully acquired Project from different segment for Tech Mahindra (British Telecom), Outline System and GMS software through bidding process.
Awarded for most valued employee of Magus Customer Dialog Pvt. Ltd.arket
Currently working with C J Solutions Business Services as Executive Director - Foreign Business Jan’22 - Till & As Director Global Business - APAC - AFRICA & USA with GRC Stack
Increasing the Bi-Lateral trade between Philippines and Indian companies by taking various Business development activities. The are of concentration Software services and Products, IT Technology infra services. Creating niche market for Cloud and security product in Philippines
Business operations and Development of GRC Stack Pvt Ltd for bringing in business account of ANZ - State Bank of India - COFORGE etc. As External Director of Business Development
Promoting Indian Fintech Companies to secure Banking - NBFC - Micro Finance Licenses and their different banking software products. Searching suitable company or service providers from India to reduce the cash of dependency in Philippines
Introducing of Master Card ID Theft Protection in Collaboration with Cyberplus ( Singapore) launching in the Philippines
Promoting Indian Pharmaceutical products ( OTC, Disposable, Equipment with collaboration with Ms. Ken Burns CEO Telemed Solutions Inc.) in South East Asia, Exploring Vaccination Plant and Medical Oxygen Plant (100TPD) for Filipino market
Also in talks with Poonawala of SERUM INDIA to erect the Vaccine Plant in Philippines
Promoting Medical Tourism in Philippines and India in Collaboration with SBSMS and C J Solution for SAARC Countries, East African Countries, South Africa and Middle East and Gulf Countries
Mentoring two different start up in terms of making pitch deck to Business Development Strategy and developing business on be half of them ( Agriculture & Animation graphic designing company)
Building 250 seat Indian Hostel Facility with Specialised Indian Food for the boarder for C J Solution Manila in Collaboration with University of Perpetual Medical University, Las Pinas, Manila, Our Lady Fatima Medical University, U V Gullas college of Medicine Cebu City Philippines
Tied up with Top Medical Universities of Philippines with South Bengal Society of Management Studies to source Students for MBBS and Post Graduate for Philippines. Also Promoting Management - Marine Engineering - Media studies
Opening direct channel with SAARC countries for Exports, precisely with INDIA - BANGLADESH & SRILANKA with varied industrial, Agricultural and service sector
Marketing - Sales and Business Development consulting for different corporate companies
Market strategy - Market segmenting - Product launch & Branding
Promoting Tourism and Hospitality Sector of Philippines in India and SAARC countries
Developing Royal Bevande FMCG beverage whole sale and coffee chain business in India - Philippines and South Africa. Also Developing Channel Sales
Promoting Royal Bevande FMCG Beverage and Coffee Chain Outlet in collaboration with La'Telesesia Agency York Street Berea Johannesburg - Cape Town - Durban in South Africa
Coordination and Presentation to different BFSI - Fintech companies to enter in Philippines
Actively taking part in Merger And Acquisition business development and consulting
Business Valuations, Promoting SME and Banking and stock market Compliance
Worked with Principle Steel Detailing as Chief Marketing Officer JULY’ 2020 - Dec’21
Implementation of Board resolution in context of revenue growth
CXO Level Presentation to different stake holder
Forecasting of Budget related to Advertising, Market Acquisition etc.
Forecasting of Sales and revenue growth according to agreed terms and condition
Goal setting for Finance and revenue spending
Vendor selection and management
Strategic Planning for increasing market share
Strategies goal achievement by engaging different team
Presales and inside sales activities
RFP – RFQ for USA Market tendering
Liaising with MSME Govt. Of India
Sales training and Market segmenting
Liaising construction structural fabricator
Final Delivery of detailing designing delivery
Coordination with different department in USA, UK and CANADA
ON Shore OFF shore coordination for business acquisition
Tendering and BID document compliance with ONSHORE customer contract manual
Developing different training and SOP’s
New Product and Services launch
Recruiting – Training - Mentoring
Responsible for setting office in TEXAS USA on behalf of Principle steel Consulting
Strategic Planning and Business Analysis
Public relations and Media Planning
Worked as General Manager – OPS with Metropolitan C/o JSW Steel Plant JUNE 2014 – ;JULY 2020
Different performance MIS report to Board of Directors
Bar Rod mill operations with the help of JSW floor team
Production planning and shift scheduling along with JSW team
Human resource Planning on behalf of JSW Steel for BRM – Ops, SMS and other support services area
Strategy formulations and skilled manpower acquisition from different states of India
Liaising with Legal authorities – internal and external
Liaising with factory inspector and different political parties
Tendering for different raw material purchase
Vendor Selection for Production
Liaising with Ministry of Industries Tamilnadu Govt. For acquisition of SEZ in Perundurai, ERODE District
Strategy and Company policy formulation for the current financial year
B2B Business development on behalf of M/s, Metropolitan for new or existing project site
Optimization manpower and outsource business
Liaison with different Government agencies
Purchase and Vendor development for Non raw material items
Compliance adherence and periodical audit of Statutory compliance along with PF, ESI, ISO, OHSAS & 5S
Worked as General Manager Operations with Adroit Corporate Services Pvt. Ltd (Oct’2008 – Sept’2011 And From March’2012 – Dec’2013) Joined back Adroit corporate from 2011
Banking End to End back office operations for Standard Chartered Bank, Deutsche Bank, ICICI, INDUSIND, Vijaya Bank Namely Cheque Collections from Various branches and processing for RBI Clearance in different slot
Managing Collections through dedicated teams ( Credit Cards and Unsecured Loans)
Cash distribution management through various vendor agencies
Bucket Calling for collection NPA amount
Custody and Vault business Operations with various banks and NBFC
IPO/PUBLIC Issue management as Registrar services including Red Herrings reports submission
Coordination with BSE – CDSL – NSDL and SEBI for various procedure and guideline and also in sync with other mandatory Government of India.
Fixed Deposit Schemes – Debt market and related activities for Yash Birla Group ( Birla Power – Cotsyn – Shloka etc.)
Business development in the arena of Financial Domain and IT Managed Services
Managing Follow up & Operations call center of 100 seats for Deutsche Bank
Leading the Software development team for various financial related ERP software development
Leading the Cheque Truncation System Development team with Functional and solution designing
Corporate Legal support and court proceedings regarding various compliances
Worked as Head Business development and strategic planning (Nairobi - Kenya) with Endeavour Africa Group June 2010- july2011. Joined back Adroit Corporate
Business strategy formulation for ERP application software (HRMS, POS etc.)
Business development with high net worth organization in East Africa region (Kenya – Tanzania – Uganda), Central Africa. West Africa.
Different product launch segment wise ( Insurance – Micro Finance – Accounting )
Franchisee Model Development in Nigeria – Tanzania – Uganda – Rwanda etc
Brand building of individual software applications product
Business risk management
Business forecasting – product wise
Acquiring new businesses in Africa (East, Central and West) continent
Market communication and media planning
Team building and training
Manager Operations - TATA Business Support Services Ltd –(Jan ’08 – Sept ’08)
Account Management of TATA – AIG General Insurance (Motors & Health) D2C Channel.
Over all process delivery and improvement.
Ramp up strategy and migration.
Intra department and process coordination.
Cheque collection through FOS in Pune and adjoining areas
Profit & Loss of the account.
Client coordination, Technical (Dialer management) coordination with Technology and Client.
Developing and upgrading of Training module for rebuttals and handling objections.
People and process development.
Presales presentation and RFQ formalities
Worked as Freelance Consultant with GMS Software Solution & Outline system Inc. –(Jul ’07 – Dec ’07)
Migrating HR process from US.
Job listing, Job Posting and Training.
Operations of 70 seat process for complete HRPO.
Complete process migration.
Tele-recruiting on behalf of different fortune 500 companies.
Presales and preparing RFP, RFQ ( US)
Bidding for project in SME and other segment (US)
Senior Process Designer ( Delivery Manager – EMP Project) – Tech Mahindra – Pune – (Aug ’06 –Apr ’07)
Smooth and quality delivery of different BPM models (EMP Project).
Designing different process of telecom product (MPF, SMPF and LLU) on behalf of BT openreach.
Onsite (UK) – Off shore (India) resource coordination.
Different process ARIS modeling
Resource planning, Stake holders Review.
Client walkthrough of Deliverables
Onsite client coordination (British Telecom).
Project scope defining, Task creation and distribution CR according to the skill set.
Quality check of deliverables.
Maintaining and scheduling of Delivery time line.
Process Improvement of different BT opeanreach processes and products
Bidding on behalf of TechM for acquiring different work stack and new BPM project ( BT – UK)
Worked with TATA – BSS & Magus Customer Dialog for TATA Tele service (June’04 - July’06)
Key Relationship Manager – Magus Customer Dialog Pvt. Ltd., Delhi
Managing operations of Key Accounts - Tata Tele Service Prepaid: Delhi and Rajasthan, Idea Cellular: UP (East and West), Delhi, Rajasthan, Haryana.
Responsibilities include managing team size of 300 team members, Business planning and promotion, Migration of different accounts & their technological needs, implementation of different process SLA’s.
As Team Manager – Operations – TATA Business Support Services Ltd., during Migration of processes from Magus Customer Dialog - Chandigarh
Part of the core team for defining and designing of various processes in TBSS.
Managing call center operations of TTSL Haryana, Punjab and Himachal Telecom circle - Post paid, Prepaid, Public Telephony Booth, Top corporate and Gold customer, Second Level Churn and Retention.
Handled complete migration of six circles to TBSS, Managing calling performance according to agreed SLA’s.
Responsible for client interaction, business presentation, performance review, Process mapping and development.
As Branch Head - Operations – Magus Customer Dialog Pvt. Ltd during launch of six Tata Tele services entire north except Delhi circle
Managing Key accounts (Tata Tele services – Haryana, Punjab, Himachal, UP East & West, Rajasthan).
Migration and Transition of six circles to TBSS.
Managing and coordinating with client site operations SPOC.
Manage Calling performance according to agreed SLA’s.
Responsible for business planning, development and appraisal.
Floor Manager - Srichaitanya Info systems Ltd., Hyderabad, an International call centre (Jun ’02 – Jun ’04)
Manage and coordinate activities concerned with the operations for outbound tele-sales and inbound activities.
Managing calling performance of all programs to meet and exceed client and organization expectations.
Responsibilities include supervising teams, counseling, mentoring, motivating team members, interviewing and process training of employees.
Executed planning, assigning, appraising performance, resolving various operational related issues.
Leader – Project operations - Azure Technology Pvt. Ltd., Ahmedabad, an international call center (Apr ’01 – May ’02)
Responsible for managing teams for outbound tele-sales and inbound activities.
Implementation of escalation process, adherence of quality system.
Campaign management of AT&T Wireless (USA), My CITY.COM, My Resource.com.
Process implementation (complain, call handling, sales etc.), Implementation of TAT Process.
Handling of operational related issues, process training for Call Center agents and team leaders.
Business process acquiring from US (AT&T, Verizon etc.)
Coordinator – Customer Service - SBI Credit Card (GE Capital – SBI JV Company), Ahmedabad, (May ’99 – Apr ’01)
Solving customer queries & complaints.
Handling of customer verification for Cash withdrawal from SBI Branch
Risk management processes, MIS generation, Database management processes
Collections of Entire Gujarat primarily Ahmedabad, Baroda, Surat, Rajkot, Annand, Sourashtra
Bucket Calling for delinquent customer of bucket III to VI
SBI Branch training for Cash advance – Fraud detection & operations
Recruitment and coordination with various Collection agencies
Process owner of Collection agencies performance
Handling of Third party verification of various Merchants
Call quality evaluation and SBI branch co-ordination in Gujarat.
Customer Care Coordinator - Fascel Ltd (CELFORCE), a cellular mobile operator in Gujarat, Mar ’98 – Apr ’99
Responsible for Solving customer queries and complaints, branch coordination, SIM activation, Feature order generation, MIS generation.
Asst. Manager (F&B Operation) - Inder Residency, a five star hotel in Ahmedabad, Feb ’97 – Feb’98
Responsibilities include F&B operation, Guest relation, Corporate selling, Food costing, Inventory, Maintaining Sop’s, Cash flow maintenance.
EDUCATION AND PROFESSIONAL TRAINING
Going through Last semester of LLB from Arunachal University under UGC (Completing in Jan 2022)
BA (Majored in Economics).
Diploma in hotel and catering management.
Dual Postgraduate Diploma in Computer Application Webel Informatics Ltd. (W.Bengal).
Training on Guest relation and Banquet selling from Oberoi Grand, Calcutta
ARIS modeling from British Telecom ( UK)
Certified ISO 9001:2008 Internal Auditor ( MSME Technology – Govt. Of India – Coimbatore)
Certified “5S” policy From BMQR
Certified on OHSAS 18001:2007
SKILLS AND DEVELOPMENT
Working knowledge of Fair Debt Collection Practice Act (FDCPA), Master/Visa Card Operating procedures, Courses in Stress Management and time management, Customer care awareness from Tele Competence India, Customer communication and Card operation from GE Capital.
Hobbies: Cooking and Travelling
Marital Status: Married
Date of Birth: 21.01.1970
Passport No: R1749450