kaustav roy

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X` CAREER TIMELINE MAJOR BRANDS ASSOCIATED WITH Restricted KAUSTAV ROY [email protected] 09702003617 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, 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 SKILLS Proficient in MS Office (MS Project, Word, Excel, PowerPoint and Windows-based applications)

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Page 1: Kaustav Roy

X`

CAREER TIMELINE

MAJOR BRANDS ASSOCIATED WITH

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KAUSTAV ROY

[email protected]

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)

Page 2: Kaustav Roy

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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Page 3: Kaustav Roy

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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