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Pavan Kumar N


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Pavan Kumar N

  1. 1. Pavan Kumar N Contact No. :+91-99809 99090 To be innovative manager with ability to develop and produce successful meetings and events which communicate organization’s mission and goals. Distinguished by exceptional diplomatic sensitivity in balancing business priorities with staff management on multiple projects. Accomplishments demonstrate developmental strong leadership, management skills and strategic planning. Summary I’ve an overall experience of 10.5 years, 2yrs in customer service & 8.5yrs in Banking (Retail & Investment Banking) domain & currently working as a Manager for Brokerage Billing (part of Prime Brokerage) team @ JP Morgan with an expertise in  Capital market  Derivatives  Risk & control  Reconciliation  Transition  Retail Banking  Accounts Payables & Receivables Organizational Details SinceFeb’07 JP MORGAN CHASE Manager Investment Banking Mar’06–Feb‘07 DellFINANCIALServices Process Associate July’04–Jun’05 Customer First Service Customer Care Representative Key areas handled across the tenure: Strategic Planning  Implementing effective strategies with a view to achieve business objectivesspecifically in the ATM business Process Improvements  Developing business objectives in coordination with macro plans of the organization.  Planning & scheduling assignments to achieve the pre set goals within time, quality & cost parameters.  Formulating long term/short term strategic plans to enhance business opportunity. Customer Issue Management Expert  Managing customer service operations to ensure customer satisfaction by providing service quality norms.  Managing customer escalations and ensure resolution provided there by better customer satisfaction. Team Management  Leading, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual &grouptargets  Conducting meetings for setting upobjectives ensuringsmooth functioning oftheoperations Skills developed during tenure  Quick Test Professional: Utilized QTP to automate few functions and create controls with the process  Management Information System: Utilized MIS to generate new evidence in support of a decision, revealing new approaches to thinking about the problem space, supports planning & control decisions and helps in Facilitates planning  Risk Control & Self-Assessment: Utilizing RSCA to understanding of business requirements, associated risks, organization structure, roles and responsibilities, policies and procedures, laws and regulations, management reporting and the control environment.
  2. 2. Notable Accomplishments At JP Morgan Pvt. Ltd  Automated payment process  Introduced controls to avoid duplicate payment  Operating cost reduced by 35%  Collaboration with multiple stake holders and created End to End process Map  Introduced the new mechanism to identify the Fraud  Effective RCSA as result got Satisfactory rating in Audit  Created daily capacity tracker –which helps to plan meeting, training & employee engagement activities based on available time, resources and volume  Cross training 90% of the team on all the sub-functions which resulted in 15% productivity gain  Improved the employee opinion survey by 11%  Migrated 2 functions within 3 months – Proactive Claim & Escalations  Effective Collaboration & resiliency plan implementation during Indy Strom, as a result Indy team was able to recovery to normal operations in 8 days  Effective RCSA as result got Satisfactory rating in Audit  Effective prioritization & introduction to process sequence has fetched 1.5 FTE benefit  Created internal audit mechanism to reduce Re-open & External errors  Created a robust reporting & tracking mechanism to ensure all the entries are worked on the same day(within 24hrs)  Planned the all the employee engagement activities such as organizing Family day, R&Rs, dance, Skit, Singing competition and Year end parties  Introduced Learning committee and conducted tasks which relates to RCA, Time Management, prioritization, effective presentation and corporate etiquette  PMR sponsor for Reconciliation Services: introduced theme based PMR with topic suc h as EAP, Continuous Improvement, HR benefits and Risk  Introduced case library– Objective is to not miss on any updates, all the new updates are documented in the share drive PROJECTSHANDLED:  Implementation of PODS (Productivity Optimization Data Sharing)which led to: o Improved Average Age of Open Claimsfrom 9.48 days in Apr’13 to 6.89 days in Sep’13 o Improved open claims inventory % in 0-20 bucket from 89.9% to 95% o Improved Open Claims Inventory from 2800 levels to below 2000 o Continuous Improvement ideas and projects resulting in capacity generation and soft saves of 6 FTE o Reduced dependency on site for assistance  Project on Improving Inventory Ageing, TAT and Optimize Utilization of Resource and benefits are: o Revised the target to 97% which was handsomely achieved by Sep’13. o Resolve case 3-5 days prior, avoid multiple touch points and rework o Reduced the Overtime&zero weekend working  Automation projects: o Automated the process of <$10 as resulted 3 FTE save o Automated the process of identifying items which are failed to close thus effective controls o Correction of Cross bank items results in eliminating duplicate of work  Process Reengineering: Acquire End to End knowledge and identify the opportunities to avoid multiple Touch points & optimizing process o Reduce TAT of claim by 2 days o Avoid escalation o Reduce 6-7 touch points o Avoid duplication of work o Eliminate part of DF process
  3. 3.  Integrating the process: Integrated 2 different function within the Regulation-E process and also integrated 2 processes in ATM with a total benefit yielding to 3 FTE save  Revising the SLA : Revised the aging credit SLAs from 5 days to 1day to achieve better customer satisfaction  Introducing QTP : Introducing QTP in Reconciliation Service for ATM group and eliminated manual intervention with 100% quality  Blend Team – Clubbed 8 research functions with an object to form one team one function Responsibility  Provide overall supervision / leadership to the staff during his/ her shift operating window.  Monitor and report various shifts performance and non productive hrs/productive hrs.  Review staffing and volume trends to ensure the optimal capacity plan is in place.  Foster information sharing so that continuity of data exists within the site and across the business.  Develop an environment of continuous focus on quantifiable productivity and quality.  Develop an environment of continuous improvement in process which provided quantifiable results.  Constant and regular review of processes and performance with focus on improving departmental competency / performance rating.  Regular reviews of procedures assuring new processes are documented.  Identify business knowledge gaps and ensure everyone has ownership of deliverables.  Constant and regular review for direct reports. Set expectations with direct reports, regarding positive motivation and leading through accountability.  Develop and lead a team that is responsive to dynamic organizational and operational changes At DELL FINANCIAL SERVICES, Bangalore Responsibility: To complete the purchase order with efficiently with 100%Accuracy.  Met daily SLA  Consistently Achieving the Target with 100% quality  Quick to learn the process  Providing assistance to associates  Good team player At Customer First Service Responsibility: To assist Airtel customers with their queries & make sure customer’sproblems are resolved  Provide the accurate information to customer  Had complete knowledge about the process  Handling Escalations  Handling irate calls  One of the best callers  Always on top of Quality  Trained People on products  Was one of the SME  Consistently Achieving the Target with 100% quality  Quick to learn the process  Follow all the updates and educate the team  On floor Training for trainees Academic 2004 Graduation withAccounts,Economics&CommercefromBHS Collage,Bangalore University 2001 12th fromBHS Collage,Bangalore University 1995 10th fromSacred Heart, Bangaloreunder Karnataka State Board IT Skills: MS Word, MSExcel &MS Power Point Personal Details Date of Birth 17th JUNE 1983 Languages English, Hindi, Kannada,and Tamil Address No.01, Muneshwara temple street, Adugodi, Bangalore-30,INDIA Passport No Available/ Valid until 2019will be made available on request.