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Resume_Suman Ray_Sep 2015

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Resume_Suman Ray_Sep 2015

  1. 1. INTERNAL SUMAN RAY Mobile : 9620542907 Email : Work Force Management / Project Management / Transitions Management / Operations To secure a challenging Position in your esteemed organisation that will utilize my management and administrative skills to benefit mutual growth and success and prove my abilities thus improve my career prospects; with having extensive 11 ½ years of experience in Outsourcing sectors, mainly with Work Force Management / Capacity Planning for 7 years and 2 years in Project / Transition Management; prior to that 2 years experience in BPO Operations. AN OVERVIEW o A “Performance Driven Professional” bringing in rare level business acumen and record of achievements developed in over 11 years o Sufficient experience in managing entire process operations with an aim to accomplish corporate plans & goals successfully o Used instincts, insight, judgment, and timing to succeed on tough deal:  Operations Management focusing on maximizing customer satisfaction, process compliance, etc.  Process improvement initiatives to achieve maximum efficiency in various operations o Abilities in coordinating with internal/external customers for running successful business operations and experience of implementing o procedures and service standards for business excellence o Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer o satisfaction from all operational users for services o Prudent, disciplined & self-motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management and customer relationship management CORE COMPETENCIES o Supporting Design, Mobilisation and Execution of PMO activities for large projects managing all dimensions of programme management o Supporting multiple work streams to create a centralized PMO organization o Developing and maintaining the programme management plan, integrated master schedule, and weekly and monthly reporting o Identifying the appropriate tools, methods and templates that are required within the centralized organization o Developing PMO supporting methodology, SOPs, and artifact templates o Engaging with key stakeholders and client subject matter experts o Framing work direction and plan for the associates after thorough assessment of their capabilities o Setting up targets, SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process o Transitioning systems to upgraded versions to achieve efficiency in various operations; spearheading process improvement initiatives o Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines Solution/ Business Development:- o Conduct research on best practice methodologies in terms of PMO design, systems, processes and policies and contribute in building the capability o Support in business development and building relationships with stakeholders o Co-ordinate, work-closely with in-country management consulting teams across the globe and manage relationship with them. Also build awareness of other MC capabilities to facilitate selling these services to the teams
  2. 2. INTERNAL o Conceptualising and building new PMO offerings o Build relationships with global stakeholders to grow PMO service offerings Typical Targets and Measures:- o Contact/non-contact center ratios aligned to the Target Operating Model o Volume forecasting within an agreed variance o Group standard Planning and Service Management methodology in use o Accurate eWFM outputs and tracking of the agreed productivity o Scheduling in IEX, Aspect EWFM o MIS reporting in IEX, Aspect, Avaya, Nortel o Adherence to escalation procedures and appropriate monitoring/adjusting of systems/resources as required o Planning & Service Management team viewed by business functions as professionals who add value o Reporting production in line with process/local/regional requirements o Business Continuity Planning during any emergency situation o Development of highly committed and delivery focused teams, consistently delivering high quality results o 1:1s, objectives & performance reviews to complete within agreed timescales EMPLOYMENT DETAILS 1. HSBC Electronic Data Processing India Pvt. Ltd. (Mar’2014 – till date)  Role: Asst. Vice President – Work Force Management 2. Accenture Services Pvt. Ltd. (Jul’2008 – Mar’2014)  Role: Deputy Manager – Work Force Management & Planning 3. IBM Daksh Business Process Pvt Ltd. Kolkata (Feb’2006 – Jul’2008)  Role:Senior Executive (Operations & WFM Team) 4. XPLORE TECH SERVICES, Kolkata (Aug’2005 – Jan’2006)  Role:Customer Care Executive, Process - XLN TELECOM-UK 5. KANKAI RELATIONSHIP MARKETING SERVICES PVT. LTD , Kolkata (Mar’2005 – Aug’2005)  Role:Customer Care Executive, Process - Hutchison Essar Telecom Ltd NOTABLE ACHIEVEMENTS o Received the Accenture Alchemist Award for H2 2013 o Received the Accenture Summit Award – Numero Uno (Supervisor) in Aug’ 2012 for outstanding performance o Received the Accenture WIZKID Award in Q3 (Mar – May 2011) for outstanding performance o Received the AccentureTop Talent Award in 2012 as being an outstanding performer (Accenture identifies only 300 employees every year for the same award out of the whole population) o Received Accenture Summit Awards in the month of Jan & Mar 2009 for delivering high performance o Received the recognition certificate as Silent Performer in the attendance category on 18th.OCT 2006 for the month of September 2006 from IBM Daksh o Selected as TOP TALENT for the year 2007 by Mr Arjun Vaznaik, Executive Vice President of IBM DAKSH on 4th.April 2007
  3. 3. INTERNAL ACADEMIC DETAILS o Higher Secondary in commerce o In BHM secondary subject: Economics & Statistics, Accountancy o Accounting Package – FACT, TALLY o Good Knowledge of Computer (Windows Operating System, MS Office, Coral Draw, Adobe Photoshop, Internet & E-mail etc.) PERSONAL DETAILS o Permanent Address :Radiant Shine, Flat#233, Yelenahalli, Begur Road, Bangalore - 560068 o DOB : 13th September 1979 o Nationality / Religion :Indian / Hindu o Sex :Male o Marital Status : Married o Passport No. : L3564467 o Languages Known : English, Bengali, Hindi o Current Location : Bangalore o Home Phone : +91 80 4958 7365 I hereby declare that all the information given above is true to my knowledge and belief. Date: 1st September 2015 Place: Bangalore Suman Ray