Six Sigma Customer

Imran Abdullah

E Mail: ***********@*****.***

Contact Details: +91-998*******

Seeking Assignments in Business Operations – To challenge myself in an environment which uses my experience and skills effectively for their success as well as my own development

An Overview

4+ years of experience in Business Operations in the Banking sector

Possess good Communication, Interpersonal, Analytical & Organizational skills

Experienced in interacting with stakeholders at various levels to ensure organizational goals are attained

JDI project certified from Bank of America

Areas of Expertise

Quality Monitoring and Business Operations

Delivery of SLA Month on Month, Customer Satisfaction, Quality and Query Resolution per hour

Train new hires and prepare their Training/OJT plan and supervise their progress

Prepare Site level PA dashboards to be used on Line of Business weekly/monthly calls

Auditing work done to improve the Accuracy scores of the Team and put an action plan in place for bottom quartile associates to ensure better performance and customer satisfaction.

Track all associate monitoring alerts received and provide a business justification to prove why account was researched

Attend call calibration sessions with the Line of Business partners to identify and close procedural gaps

Be a part of side by side’ during site level LOB visits

Monitor all policy and procedural manuals and provide inputs on updation of the same

Employment History

Bank of America Continuum Solutions

Sales Fulfilment – Oct ’07 – May 2010

I was into Sales Fulfilment process which involves opening of customer accounts with Anti Money Laundering (AML) Know your customer (KYC) Customer information program (CIP) Procedures. Opening of accounts with Point of Sale-POS funding, Certification of Deposit CD funding, External Funding with other banks, and with internal customer accounts. Verify the customer with our third party data sources before opening the a/c. Once customer gets verified we open the requested a/c & provide services respectively.

Compliance Process & Monitoring (CPM): Team Developer Sep ‘10 – 16th July ‘12

Working within the Tax Reporting unit of Compliance Process & Monitoring function. Was part of the pilot project team when the business was migrated to HYD from GGN. Currently working within the Tax Reporting unit of Compliance Process & Monitoring function. The process is predominantly involved with the research of W9 forms wherein customers provide their TIN information and certify that the tax ID number that they are providing is correct. It is our responsibility to check the information provided and make the customers compliant by verifying their Social Security Numbers with our Third party tools and reports them to IRS (Internal Revenue Services).

Responsibilities :

As a Team Developer I analyze the complete process level Productivity & Quality scores and conduct an RCA where required and report the same to my Managers

Maintain daily, weekly and monthly performance dashboards

As an SME of the process, I need to ensure all procedural escalations are taken care of and all errors reversed on time. Defect dispute discussions conducted with the Line of Business to ensure better calibration among associates

Handle the process level MIS reporting for the Team and co-ordinate cross site as well as with the LOB

Review the work queues on a daily basis and ensure SLA is met

Responsible to take team huddles in order to update the team with changes in Policies n procedures.

Core Task as a Team Developer also includes managing the Team in the absence of Frontline Manager. Allocation of work, co coordinating with Onshore partners and preparation of Shift end reports

Trainings

DMAIC (Six Sigma Basics) Training conducted by Bank of America

Performing to High Standards Modules 1 & 2

Creativity and Analytical Approach to Problem Solving

Planning & Prioritizing

Regulations E, Right to Financial Privacy Act, Self Identified Audit Issues Modules by BOA

Rewards and Recognition

Awarded the Bank of America Spirit Celebration Medallion in Q4 2008 for exemplifying operational and service excellence & for demonstrating BOA core values

Won second place in a BOA Quality and Change Delivery Competition called Casomania for resolving a complex case study using six sigma tools which was both cost effective as well as the most operationally feasible in Q4 2009

Won a Bank of America Gold spirit award in Q1 2010 for contributions to the process

Won a Bronze award in Q4 2011 for exemplifying operational excellence

Academia

Bachelor of Commerce from Osmania University, Hyderabad (2007)

Other Skills

Adequate working knowledge of MS Word, MS Excel, MS PowerPoint

Personal Details

Name: Imran Abdullah

DOB: 21st January 1987

Marital Status: Unmarried

Hobbies: I am a simple, fun loving person who enjoys listening to music and travelling. I like to spend time with family and friends

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