This document provides a summary of an individual's qualifications and experience. It includes: - Over 10 years of experience in operations management, business development, customer service and project management in the IT and ITES industries. - Experience managing business functions and teams, developing strategies and processes, and maintaining client relationships. - Recent experience as a Manager at HCL Technologies where responsibilities included managing audits, budgets, profitability tracking and training. - Previous roles include Senior Analyst, Senior Process Analyst, and Assistant Consultant with responsibilities like resource management, process implementation, customer support and report generation. - Relevant skills and qualifications include Prince2, ITIL, Agile, Six Sigma training

1. BOB WILLIS SHAMDAS KANKUNTLAWAR
Mobile: 981 053 9600; Email: bobwilliss@gmail.com
OBJECTIVE
• I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement
opportunities and to excel in with hard work, perseverance and dedication.
SYNOPSIS
• A qualified result oriented professional with 10 years of extensive experience in OPERATIONS/ ITES (Information Technology Enabled Services)
project management & Business Development & Customer Service.
• An analyst with a flair for adapting quickly to dynamic business environments having a pragmatic approach to finding solutions and resolving
complex business issues.
• Instrumental, in managing business functions and playing a key role in strategizing new processes. Planning the OPERATIONS & startups on ITIL
based practices. Outstanding success in developing and maintaining relations with key decision makers.
• Adept at assessing capabilities, identifying limitations, evaluating and recommending efficient set up solutions to meet business needs.
Establishing work priorities & procedures to ensure routine work flow requirements & deadlines are met. Successfully managed and mentored
cross-functional teams across assignments; acknowledged for developing leaders with an equal desire to win.
ORGANIZATION SYNOPSIS
 Organization: HCL Technologies
From: May’2010 – till date
Post: Manager (Cummins)
? Key Deliverables:
• Training the audit and compliance team within the project.
• End to End Management of ISO and Internal Process audits.
• Management, planning and tracking of Accounting and Budget plans.
• Tracking the profitability of the account on monthly basis.
• Managing the Account Induction Training of new hires also of IJPs.
• Management the contract compliance of the project.
• Monthly tracking reporting and managing the account review of the project.
• preparing and arranging MSA-KPI data for ready reference of Cummins GSO (Global Service Owner)
• Attending InfoSec Audit
• Follow-up with InfoSec Audit finding
• Arranging InfoSec Training on account level
• Keeping track of InfoSec training.
• Escalating finance matter with respective stakeholders.
• Raising and tracking Capex on account level
• Preparing, validating reports for DU head as request comes in
• Raising TOS for all on-boardee and off-boardee
• Working with DQA (Delivery And Quality Assurance) team with compliance related documents
• Monitoring monthly SLA reports
• Monitoring IM & CM compliance reports (weekly)
• Preparing Trend-Analysis report
• Follow-up with the track leads on IM & CM compliance issue.
• Arranging refresher training of process audit as per request per requirements
 Organization: HCL Technologies
From: July’2008 – April’2010
Post: Senior Analyst (CISCO TAC)
? Key Deliverables:
• Responsible for providing a portfolio of IT, software, and technology services that meet the needs of clients.
• In charge of ensuring delivery of advanced technologies and solutions with a personalized service approach.
• Managing resources to meet daily delivery schedules.
• Effectively managing multiple orders to ensure that they are delivered on time, within budget and to the Clients satisfaction.
• Performance Management
• Managing staff induction, training, and performance reviews.
• Building strong, lasting client relationships with clients.
• Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service
quality norms.
• Motivating to bring synergy into team by mentoring and providing necessary feedback for improvement.
• Conducting and participating in weekly/monthly governance calls with client to discuss the process issues/improvements and drafting the
action plan to close open issues.
• Monthly/weekly one on one’s with Agents to discuss process and personal issues and addressing them accordingly.
• Preparing decks and presenting the weekly updates to OPERATIONS leads on process issues, attrition, risks, improvement ideas and client
feedback.
• Liaise with various vendors, functions and departments to ensure delivery, drive processing in a cost effective manner, handling escalations,
reporting to Central Ops thru various MIS
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2. • Transaction Processing, Responsible for managing the team & work flow.
• Responsible for audit and compliance
• Preparing month end calendar and sharing with clients, adhering strictly to deadlines.
• Post month end calls with clients to discuss on improvement areas and preparing action plan.
• Negotiating the Statement of Work’s terms and condition to ensure maximization of revenue
• Strategizing the OPERATIONS to meet and exceed revenue
• Ensuring implementation of efficient training schedules
• Managing knowledge through efficient up keep of Standard Operating Procedures
 Organization: Tech Mahindra Limited
From: 22nd Jan’ 2007 – to June’ 2008
Post: Senior process Analyst
? Key Deliverables:
• Formulating & implementing procedures for routine OPERATIONS and internal reporting systems.
• Forecasting workload, developing strategies and scheduling staff to meet anticipated workload.
• Handling customer adjustments.
• Corrects encoding and posting errors.
• Resolve out of balance conditions resulting from the capture process in item processing and other department within the banks.
• Resolve out of balance conditions resulting from the capture process within the Federal Reserve Bank and other banks.
• Generating the correspondence for the details of error committed.
• Collecting the amount from the various financial Institutions.
• Reconciling the bank statements and general ledgers.
• Month end reporting and making provisions against the uncollected funds.
• Developing teams/ strategies for Business Continuity (BCP) purposes & Cross training of associates.
• Interacting with onshore business partners to review performance, resolve OPERATIONAL issues.
• Implement new process/ procedure changes.
• Preparing Performance Reports, Providing Quality Feedback/ Counseling, Mentoring Performance & Managing Appraisals.
 Organization: Parikh Enterprises
From: Jan’ 2004 - Jan’ 2007
Post: Assistant consultant
? Key Deliverables:
• Managing OPERATIONAL activities relating to Cash, Clearing, Electronic Funds Transfers/ RTGS, ATM Reconciliation & Home Banking.
• Handling all service activations requested from the customers end.
• Daily MIS reporting in terms of provisioning requests processed.
• Coordinating with other departments for query/complaint resolution.
• Adequate escalation of unresolved customer problems and complaints.
• Ensuring all service activations gets completed within the TAT
• Document Processing, Maintaining MIS Reports, Generating Transaction & Sales Reports
• Coordinating with Central OPERATIONS Team for smooth functioning
• Branch Administration
• Managing customer service OPERATIONS
• Analyzing the Financial Impact of ICD on Central Warehousing Corporation (Delhi Region)
SKILL SETS
• Currently mmanaging account of 635 resources with 21 Managers and 3 Ops manager in CUMMINS(HCL TECNOLOGIES)
• Managed Information security audits with 98% compliance in Cummins (HCL TECNOLOGIES)
• Management, planning and tracking of Accounting and Budgeting plans.
• Tracking the profitability of the account on monthly basis.
• PMP trained
• Excellent facilitation and presentation skills.
• Prince2 Foundation and Practitioner Certified
• Diploma in Computer Applications
• Certificate in Information Technology
• CCNA Certification
• ITILV3 Certified
• ITIL: Problem and Change Management
• ITIL V3 - Service Strategy Fundamentals
• ITIL V3 - Service Strategy
• Agile Testing & Testing Quadrants
• Six Sigma Introduction Training
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3. EDUCATIONAL QUALIFICATION
• B.Com from Yashwant Rao Open University in 2006
SIGNIFICANT HIGHLIGHTS
• Worked in United Kingdom: Worked in UK for BT in Tech Mahindra.
HOBBIES
• Part of the social responsibility committee.
• Spending time and helping Slum children with their studies, clothes and books( Kalyanpuri Slum Area)
• Works as a teacher for slums children in the NGO – Discipleship centre( Janakpuri)
• Likes to spend time with Orphanages during week end
• Listening to old Bollywood songs( soft music)
**************I firmly affirm that all the information furnished above is true to the best of my knowledge*****************
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