Surbhi Suri Grover has over 8 years of experience in process development, operations, process management, data analysis, quality management, and team leadership. She is currently a Business Analyst and Management Trainee at Genpact India Pvt. Ltd., where she analyzes metrics and KPIs, conducts variance analysis, and creates reports to aid business decision making. Surbhi has received several awards and recognition for her work in process excellence, continuous improvements, and managing teams successfully. She holds a PGDBA in Marketing and a B.Com and has undergone extensive training in quality tools, management skills, and business etiquette.

1. SSuurrbbhhii SSuurrii GGrroovveerr
B2/003 Plot 1-AB, Kalpataru CHS, Sec 8B, Belapur, Navi Mumbai
Contact: 08424042553; +91-9810170193; Email: surbhi.suri@yahoo.co.in
Offering over 8 years of experience across the industry
SUMMARY OF SKILLS
 A dynamic, organized, meticulous professional with demonstrated hands on experience of 9+ years in
Process Development, Operations, Process Management, Data Analysis, Quality & Team Management,
Banking and Financial Services products.
 Currently spearheading as Business Analyst/Management Trainee with Genpact India Pvt. Ltd.
 Fully versed in process management with the ability to develop subject matter expert on the process while
imparting knowledge and training to the fresher’s.
 Demonstrated ability in managing & leading team for running successful process operations & experience
of developing procedures, service standards for business excellence.
 Lean trained & tested and Green Belt trained. Demonstrated good quality knowledge in process.
 A strong team leader and motivator, fostering an atmosphere that encourages highly talented
professionals to balance high level skill with maximum productivity with exceptional planning, execution,
negotiation and interpersonal skills.
Notable Accolades
 Reporting out all process metrics to the client as well as senior Management
 Recognized for playing significant role in Transition of a critical reports through WebEx online training
session and taking SLA way ahead from expectation.
 Complimented by senior leadership and client for working on continuous process improvements.
 Was involved in various Quality initiatives and implementation of Lean initiatives across processes.
 Have won client award and appreciation for working on project & improving the overall Controllership
in the process to improve turnaround time.
 Have been recognized with Silver Award for continuous process excellence.
PROFESSIONAL EXPERIENCE
GENPACT INDIA PVT LTD ( April 2005 – 7th July 2014 )
Genpact is a global provider of high-quality business and technology services delivering business impact through operational
excellence helping global enterprises improve their revenue, cash, costs, margins, speed, and customer relationships.
Management Trainee
 Currently working as a Business Analyst in Manufacturing Analytics.
 The profile includes reporting & analyzing different metrics and KPI’s weekly/monthly for regions across
the World.

2.  Perform Variance Analysis for each Outage in order to identify the cost recovered for the services provided,
which act as the base for Finance Team for their reconciliations.
 Created the base line for the Best-in-Class data report that helps identify the cost of various vendors
involved and the Field Engineers that helps in forecasting their Future payout and set up Targets for each
Region bases the Technology.
 Analyze data and help the business to use the same for decision making and forecasting.
 Preparing MIS/Dashboards/Weekly Reports and Strategic Reviews both in Excel and PowerPoint.
 Prepare Daily Status Tracker report to identify TAT met/not met at each process level.
 Regular interaction at client level for correct data information and smooth processing.
 Create and Maintain the Library where Process SOP and latest reports are shared with Client.
 Conducting internal process audits and process reviews for ensuring strict adherence to quality parameters.
 Analysis of post Outage Cost trends for catalog preparation and periodic updations.
 Conducted various Fun activities on the floor level on regular basis.
 Projects:
 Automated Catalog process – Automated the Catalog process by saving 1000 hours bringing a
Productivity benefit of $19K.
 Has been coordinating various Quality initiatives at team & process level.
 Single handed taking care of all the Visual Management in the process.
 Have handled a team of 6 people which handles Quality audit of CoE of backend operations for clients
based in Australia & reporting directly to the Manager.
 Worked for one of the largest Australian Store Cards. Handled business accounts of GE Money (Cards).
The job involved reconciliation of these accounts and sending weekly reports to the clients which consists of
details of every transaction which comes in and goes out of these accounts.
 Successfully delivering targets through careful and systematic planning and forecasting, controlling
attrition and maximizing revenue per agent for the process. Actively participating in quality audits
conducted with the client.
 Responsible for collecting data and preparing variable incentive for entire Customer Fulfillment CoE
 Responsible for handling exceptions and escalations as part of my role. I manage the resources on the floor
and manage the team's break timing as well.
 Adroit in handling backend operations for minimizing error level and enhancing productivity and
implementing service strategies according to the set targets & actively involved in controlling service
deliverable as per given SLAs – TAT. Responsible for negotiating with production staff on project schedule,
monitoring project issues and contributing to improve procedures. i.e providing feedback for the better
service for the client.
 Has been a part of work out sessions with Black belt and SDL conducted for the process improvements
 Conducting internal process audits & process reviews for ensuring strict adherence to quality parameters.
 Lead and motivated the team; set out performance parameters/ deadlines and conducted need based
training programs to enhance skill sets, and to create in-depth awareness of the process/ process
amendments. Collected and collated data and generated periodic reports and carried out value added
analysis of reports to facilitate strategy planning.
 Preparing MIS reports to monitor movement of key business indicators and apprise top management of the
financial performance. This includes preparing TNI's (Training needs Improvements) and Process
Dashboards.
 Part of “NEXTGEN project” to create new software for the Process. Completed User Acceptance Test
(UAT) successfully, analysis and comparison of the data report of the old and new software.
 Handled process leave tracker and publish team attendance to the process head each month.

3. TRAININGS
 Managerial Skills – Team Building Essentials ,MIS Reporting ,Influencing Skills, Presentation Skills,
Conflict Management skills, GOAL Setting, New Manager Foundation.
 Quality – Green Belt, Six Sigma awareness Lean Session, Quality Tools Application and DMAIC
 Business Etiquette - Tips on etiquette and business practices in corporate culture.
EDUCATIONAL CREDENTIALS
PGDBA- (Marketing) from Symbiosis University, 2005
B.Com(P) from Delhi University, 2003
PERSONAL DETAILS
DATE OF BIRTH 02 June 1983
LANGUAGES KNOWN English & Hindi