kaustav roy
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CAREER TIMELINE
MAJOR BRANDS ASSOCIATED WITH
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KAUSTAV ROY
Address: Andheri (W), Mumbai-400053, Maharashtra
PROFILE SUMMARY Result-oriented professional with over 12 years of experience in Telecom,
BFSI & BPO sector; hands-on in controlling the project operation cost and enhancing the P&L and exposure to multiple technologies across all platforms
Expert in customer engagement to develop sharp understanding of customer needs and business goals, designing product / services roadmap
Successfully developed & implemented Idea Broadband Services business operations application for billing, CRM, CLCM in PAN India and executed servicing framework for complete Customer Life Cycle Management
Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence
Skilled in handling various initiatives viz. corporate strategy, market entry approach, process transformation, operations planning, process improvement and streamlining costs
Steered efforts in implementing best practices in the industry for process improvement & cost savings besides conducting various workshops at client site to analyze the given processes
CORE COMPETENCIES SERVICE DELIVERY
CUSTOMER LIFE CYCLE MANAGEMENT
PROJECT MANAGEMENT
VENDOR MANAGEMENT
REGULATORY & AUDITS
ANALYTICS
MARKET RESEARCH & STRATEGY
BUSINESS DEVELOPMENT
EDUCATION PGDGBM from EMPI Business School,
New Delhi in 2004 B.Com. from Elphinstone College,
Mumbai University in 2001 12th from Loyola School, Jamshedpur
in 1998
IT SKILLSProficient in MS Office (MS Project, Word, Excel, PowerPoint and Windows-based applications)
WORK EXPERIENCESenior Manager, Idea Cellular Ltd., Mumbai
Since Feb’10
Growth Path:Feb’10-Jun’12: Assistant ManagerJul’12-Feb’15: ManagerSince Feb’15: Senior Manager
Key Result Areas:
As Senior Manager, Broadband Services, Service Delivery: Designed the stand-alone applications for billing, payment, collection, retention. Handled pan India
operations of Idea Broadband Services with regards to the entire customer life cycle management Played a vital role in introducing Idea Broadband Services pan India from its inception i.e. project phase
to commercial phase Designed & implemented the entire CLCM architecture which is processes relating to on-boarding of
the customer right from the prospect stage till the customer is terminated Successfully introduced & implemented a CRM System and managed the operations of Idea Broadband
Services and managed customer activation, billing, collection, payments and churn Conceptualized & implemented strategies for growth of business opportunities and achieved consistent
profitability & bottom-line profitability through effective program management Report to the senior management on operational performance in terms of KPIs being achieved and
provide accurate feedback from the field and customer base; measuring KPI’s for vendors like Minacs, Tech Mahindra, Mphasis, Kochar and Elitcore
Interact and deliver customer resolution on a daily basis on escalations marked to the Managing Director and CXO’s of the company
Create and design processes for development of completely new Idea Broadband Services CRM system and implementation of the same at call centers (Inbound & Outbound)
Develop the customer feedback mechanism on the lines of CSAT in order to understand the experience level of customers with WiFi from the critical areas identified
Lead end-to-end management of customer life cycle starting from activation till churn including base allocation to concerned MI's for effective collection portfolio management, payment recon with sales and collection channels
Highlights: Successfully managed the entire designing, development and implementation of CRESTEL Application
specific to Idea Broadband Services across India Introduced the standalone Idea Broadband Services customer web self-care portal development and its
implementation Efficiently developed, designed and delivered business processes for managing the complete Customer
life Cycle of Idea Broadband Services As Assistant Manager, Customer Experience Management (CSAT, Mystery Audit), Service Delivery Responsible in developing research objective and briefs based on the discussion with HODs/process-
owners. Briefing research partners on the requirements for proposal and cost estimates. Assisting Partner in designing questionnaire and field brief documents and study guidelines. Monitoring projects with respect to Quality compliance and ensure execution of projects within
estimated timelines and approved budgets. Working along with multiple stakeholders, process owners and circle teams towards creating actions
plans. Monitoring the implementation of action plans and its efficacy in driving customer satisfaction.
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Consolidating action plans and sharing best practice to all circles thus providing ways of effective customer satisfaction.
Performing continuous diagnostic using internal matrices and feedback to assess the effect of actions taken. Presenting the effect of actions by various circle teams to corporate stakeholders and process owners.
Project Manager, RBS Business Services Pvt. Ltd., Mumbai Feb’06-Feb’10
Key Result Areas: Accountable for prospecting within the RBS world for potential opportunities and conduct introductory
meetings to learn or validate prospects’ needs Led the feasibility study and costing for global projects and get the prospects buy-in on the same and
worked with clients to clearly define and validate the scope of migration Provided guidance and direction towards the project team to ensure successful delivery of the project Conducted process analysis to define organization structure and the resultant to-be processes outlining
job descriptions, key hand-off points and key performance indicators Lead specialist work groups to conduct the proof of concept and validate the SLA deliverables Establish cross synergies among various departments at onshore and offshore locations, thereby
attaining utmost advantage and overall client satisfaction Identify project operational risks and BCP Liaised with Senior & Middle Management (functional heads & counterparts), playing a pivotal role in
driving projects, also for planning new business initiatives and resolving difficult issues
Highlights: Successfully:
o Led the transition teams for migrating finance processes with over 500 FTEs from various business units across North America, Europe & Asia Pacific
o Implemented the best practices of project management methodologies from Accenture & North America
Active member of:o ABN AMRO & RBS integration program started in 2008o ABN AMRO & RBS separation program started in 2009
Attended enablement program training at ABN AMRO Bank NV, North America for a period of 2 months
PREVIOUS EXPERIENCEBD Executive, Epicenter Technologies Pvt. Ltd., Mumbai
Sep’04-Jan’06
Highlights: Successfully achieved new business relationships with multiple clients from UK & Australia after
effective negotiations Efficiently built relationships with prospect clients from US & Australia
PERSONAL DETAILSLanguages Known: English, Hindi and Bengali
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