Sourabh Bhattacharjee is seeking a managerial operations role preferably in Pune, Bangalore, Goa, US or Australia. He has over 7 years of experience in operations management, client servicing, quality assurance and team leadership. He is proficient in accounts receivable/payable, cash management, quality control, training and strategic planning. Currently he is an Assistant Manager at WNS Global Services where he handles clients in 5 regions, manages payments/invoices, trains new hires, ensures high productivity and accuracy, and prepares various reports. He has received awards for productivity and played a key role in 4 company transitions and process improvements.

1. SOURABH BHATTACHARJEE
Contact: 9975706419, 8605770907 ~ E-Mail: sourabh.b31@rediffmail.com
OPERATIONS MANAGEMENT
Seeking managerial level assignments with an organization of repute preferably in Pune / Bangalore / Goa / US / Australia
PROFILE SUMMARY
 Dynamic & detail oriented professional holding 7+ years of sterling career graph across in Operations, Client Servicing
and Quality Assurance and Team Management to meet targets/timelines
 Hands on experience in managing business transactions, possess in-depth knowledge of entire operations ranging from
ensuring SLAs, MIS & meeting the quality standards
 Strongly committed to customer service with the ability to ensure high quality and timely expedition of customer
requests, resolve any issues and win customer loyalty
 Professional capabilities in planning team knowledge transfer & re-designing the processes for efficiency enhancement;
championed team improvements that resulted in time reductions, productivity enhancements & quality improvements
 Prolific team leader, trainer and a motivator having ability to build and retain cohesive team of performers as well as
maintain TAT, quality, productivity and behavioral aspects of the team. Resourceful with the ability to mingle with
people easily and manage things amicably
Core Competencies:
Accounts Receivable / Payable ~ Operations Management ~ Reporting & Documentation ~ Escalation Management ~ Cash
Management ~ Training & Development ~ Strategic Planning ~ Quality Assurance & Control ~ Leadership Skills ~ Strong
Interpersonal Skills ~ Sharp Analytical Skills ~ Communication Skills
Career Highlights:
 Bagged the “Live Wire Award” for attaining the best productivity
 Played a major role as a part of 4 transition process with the organization
 Significantly ensiled efficient Implementation of a 1 Macro for process improvement
ORGANISATIONAL EXPERIENCE
WNS GLOBAL SERVICES (P) LTD. Assistant Manager – Ops. Oct’08 - till date
(Team Size: 16 members)
 Handling clients for 5 different region (Australia, New Zealand, Mexico, Puerto Rico, Argentina)
 Handling cash payments and invoices received from client
 Liaising with the Fiduciary Client Care Desk Team and rendering support to the customer in solving queries through E-
Mails related to payment
 Providing training to new joiners’ about the process and supervising the work accordingly
 Conducting quality check by team by ensuring high productivity and accuracy of the team
 Facilitating AR Reconciliation performed & maintaining the data
 Managing monthly client calibration call with the client across all regions
 Keeping a check on the:
o Cash application, revenue collection, disbursement performed & maintaining the data
o Fund kept on account & carrying out follow-up with client to clear the account
 Chalking out company wise collection & reconciliation reports
 Developing NSA & incentive file for the agents
 Involved in preparing:
o Monthly “Monthly Review Meeting” report for the management
o Monthly dashboard for client review and KPI File
o PKT (Process Knowledge Test) for the agents
o FMEA (Failure Mode Effect Analysis)
o Shrinkage Plan & Operational Structure
o Maintaining Staff records & training plan
 Carrying out team appraisals and providing feedback on client escalation & error received from the Quality Team
 Closely examining client escalation & ensuring prompt resolution
 Supervising registration, coding and validation performed by the agents in R11

2.  Engaged in replying to client CCRP
Assignments Undertaken
 Executing new process from “Argentina” (May’11 – Jul’11) to India
 Involved in travelling to “Mexico” (Oct’11 – Dec’11) for handling new process reconciliation
 Implementing new processes in “Costa Rica” (Jan’12 – Feb’12)
 Travelled to “Mexico” (Nov’12 – Dec’12) as part of process solution for AR Mexico
 Involved in implementation of 3 tools for process improvement & 1 tool for email tracking mechanism
EDUCATION
2008: B.Com. From Pune University; Second Class
Trainings / Certifications
 Certification for CBI “Competency Based Interview”
 Training Certification on Process Workflow and Tool Kit, RCA (Root Cause Analysis)
PERSONAL DETAILS
Date of Birth: 31st
October, 1987
Address: Opp Of Roplas Co, Vijay-Park, Rim-Zim Build, Flat # 30, Pimpri – Pune – 18
Languages Known: English, Hindi, Marathi & Bengali
Nationality: Indian
Passport Details: Passport No.: H8621447
Visa Details: Valid USA Business Visa