1. Surajit Banerjee
:9581800049 : banerjee.surajit@ymail.com
PROJECT MANAGEMNT ~OPERATIONS MANAGEMNT
Extensive exposure in driving critical assignments across the career with proven success in ensuring optimum results
Location preference: Hyderabad / Calcutta / North East
PROFILE SNAPSHOT
A dynamic professionalwith nearly 12 years of experience in:
~Operations Management ~Project Management ~Requirement Gathering
~Process Transitioning ~Change Management ~Stakeholder Management
~Client Relationship Management ~MIS Documentation ~Team Management
 Gained insightful experience in managing multiple global financial projects across various geographieswhile meeting
business needs in a fast paced, dynamic and globally expanding MNC environment
 Proven record of executing Transition Projects requiring smooth & seamless migration of business processes
 Demonstrated acumen in assessing & mapping client’s requirement, translating them into techno functional specifications
and designing customized solutions for the same
 Expertise in analyzing and mapping existing business processes to the desired levels (GAP Analysis), evaluating available
technology-based solutions and restructuring/reengineering processes to achieve higher levels of efficiency & effectiveness
 A dynamic change agent skilled in repositioning organizations to achieve operational excellence
CORE COMPETENCIES
 Actively nurtured and deepened strong rapport with key stakeholders to win confidence, anticipate needs and deliver
appropriate product solutions
 Discerningand managing risks involvedintheprojects, as planning forcontingenciesandsuggesting technology-basedsolutions
for mitigating the same
 Creating and sustaining dynamic environment that fosters development opportunities and motivates high performance
amongst team members
ORGANIZATIONAL EXPERIENCE
Since May’08 BA Continuum Solutions (Non-Bank Subsidiary of Bank of America)
Growth Path;
May’08 – Feb’13 Assistant Manager (Operations)
Since Feb’13 Project Manager
Key Result Areas:
As Project Manager
 Spearheading migrating process from onshore to offshore
 Estimating cost & conducting benefit analysis in moving this work to offshore location
 Liaising with Technology, Supply Chain, HR and Facilities to ascertain the pain areas of the project
 Ensuring that all regulatory and compliance requirements are taken care of before moving a process to offshore
 Managing overall documentation and statement of work creation for effective and timely billing
 Liaising with Onshore stakeholders for a New project of 7 FTE which is being moved from Bromley to India
 Working on Futures- Fees and Reconciliation (Middle office market project) involving4 FTE which falls under the OTC
derivatives products
 Administering vendor migrations & setting up new work for them (IBM, Accenture, TCS &Infosys)
 Coordinating with Vendors PMO’s to ensure effective and timely delivery of projects
 Overseeing Change Requests (Incremental) whereby any new change in process is captured
Key Highlights:
 Successfully completed:
o More than 30 transitions from across different regions globally
o Toll gates for about 40 FTE migrations within the Global wholesale banking section (Trade & Supply Chain Finance
Section) under the Global Wholesale Banking and Operations team (Asia Reconciliation Team and Global Wire Team)
 Visited Atlanta for understanding the Lock Box Keying center of excellence process which is now being set up at 2 sites
(HYD and MUM) with 150 FTE’s

2. Assistant Manager (Operations)
Team Size: 13 – 16 Members
 Addressed and resolved customer queries on personal accounts
 Maintained:
o Databases and MI information for Work Group
o Productivity dashboard and updated the same for entire process for two sites
 Attended call calibrations with LOB partners and provided updates to them regarding changes in the products
 Coordinated with LOB partners for evaluating refunds on deposit accounts and highlighting financial impact along with
counter measures to neutralize or minimize the impacts
 Finalized rosters and schedulesof team to maximize coverage and servicing
 Ensured more than 120% seat utilization across various processes.
 Conducted Volumes Analysis to identify abandoned % and ways to minimize the same within optimum staffing levels
 Worked with Quant Research Team to identify & control refunds processed through credit cards chat process
Key Highlights:
 Received:
o LOB recognition consecutively for 2 quarters for identifying and highlighting process improvement ideas
o Recognition from stateside QA Team for innovative thoughts on QA calibration calls on the process
 Significantly provided 3 process improvement ides which was accepted by the Line of Business and which lead to
reduction in Critical to Compliance defects
 Served as:
o Key member of Intra Chat Blending Project initiated to cross train associates across multiple sub process
o Member of Asset Team that drives associate engagement and satisfaction activities
o In-charge of all logistical arrangements
o Project Champion on Project to improvise scheduling and understanding demand capacity across all channels and
reduce abandoned % and increase FTE utilization
 Successfully completed:
o Banking Domain Certification Course fromStratadigm which allows to participate in Final Exam for ABA (American
Banker’s Association)
o Project Management and its various components
PREVIOUS EXPERIENCE
Aug’03 – May’08 HSBC Data Processing India Pvt. Ltd.
Growth Path:
Aug’03 – Dec’04 Customer Service Representative (HSBC Collections)
Dec’04 – Mar’06 Customer Service Representative (HSBC- Mortgage Operations)
Mar’06 – May’08 Assistant Manager (HSBC- Mortgage Operations)
Key Highlights:
Assistant Manager (HSBC- Mortgage Operations)
 Handled 12 members and with one of the most complex process in entire Mortgage Service Center with BCP rating of A+
 Served as Certified Call Coach and accredited to train other people on call and also accredit them
 completed Leadership Development Program devised by HSBC for its Managers
 Handled Payments Authorization team in July 2007
 Authorized payments and send them to the accounts of Customers
As Customer Service Representative (HSBC- Mortgage Operations)
 Holds the merit of being selected for a complex migration related to UK Mortgages
 Warranted for constant calling and liaising with the UK Land Registry and solicitors.
 Recognized asProcess Specialist within the first three months and started training new people on the process by 5thmonth
 Served as In-charge for:
o Identifying potential gaps within the process and how this can be covered so that the bank’s lending is not at risk
o Analyzing the unsecured lending for all sites and identified the site responsible and follow ups so it can be rectified
o Awarded and appreciated for identifying and saving a potential Unsecured lending (280,000 GBP)
As Customer Service Representative (HSBC Collections)
 Successfully selected for:
o The most complex process within HDPI which involved in calling up US customers to collect on delinquent Credit Cards
o Quality Team which dealt with calibration of calls to improve the call quality scores of the representative
 Awarded and appreciated for collecting highest dollars for two consecutive months

3. PROFESSIONAL QUALIFICATIONS
2003 Post Graduate Degree in English (Linguistics) from Guwahati University
2000 Graduation in English (Linguistics) from Guwahati University
PERSONAL DETAILS
Date of Birth : 3rd March, 1978
Languages Known : English, Hindi, Bengali & Assamese
Current Address : Flat # 319, C Block Happy Homes Hi Tech Suites,Upperpally, Rajendranagar, Hyderabad – 48
Permanent Address : C.O. Runu Banerjee, LDS Road, Garwanpatty (Ice Factory), Tezpur-784001, Assam
Nationality : Indian
Passport No. : F9918936
VISA : H1 VISA for US (Multiple entry) with expiry as on September 2023