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[QUOTE=Guest-IJT;149704][b]Name [/b]: Tarun Rajpal [b]Email [/b]: tarun_rajpal AT rediffmail.com [b]Designation / Skillset[/b] : Team Leader [b]Objective [/b]: Doing high quality work through challenging opportunities, meaningful career growth and development. [b]Brief Profile [/b]: - Currently working as Team Leader, Operations for a US Based Asset Management Company for the past 3.5 years. - 9 yrs of experience in Banking and Capital Market services (Operations). - Coordinating transitioning of the new processes, ensuring the right skill set is hired and trained. [b]- Resource Planning [/b]: Implementing resource deployment (Team Size, Span, Shift Utilization, Skill sets) and ongoing monitoring of the process. - Implementing career development & succession plan. Identifying and implementing training needs for the process executives. - Demonstrated ability to manage and prioritize multiple assignments. - Consistent performer with a proven track record of streamlining workflow. - Good communication, co-ordination and people management skills. [u][b]Resume[/b][/u] : [b]Objective [/b]: Doing high quality work through challenging opportunities, meaningful career growth and development. [b]Brief Profile [/b]: - Currently working as Team Leader, Operations for a US Based Asset Management Company for the past 3.5 years. - 9 yrs of experience in Banking and Capital Market services (Operations). - Coordinating transitioning of the new processes, ensuring the right skill set is hired and trained. [b]- Resource Planning [/b]: Implementing resource deployment (Team Size, Span, Shift Utilization, Skill sets) and ongoing monitoring of the process. - Implementing career development & succession plan. Identifying and implementing training needs for the process executives. - Demonstrated ability to manage and prioritize multiple assignments. - Consistent performer with a proven track record of streamlining workflow. - Good communication, co-ordination and people management skills. [b]Professional Experience [/b]: [b]1. Infosys BPO India Pvt. Ltd, Gurgaon [/b]: November 2007 to till date Infosys BPO is a leading third-party offshore provider possessing over 2,000 resources with demonstrated expertise across different areas in Banking, Mortgage and Capital Markets. [b]Designation [/b]: Team Leader (BFSI Vertical) – For the processes of US Based Investment Banking Services, handling a team of 26 people. [b]Job Responsibilities [/b]: [b]- SLA & Process compliance [/b]: Monitoring daily dashboards, conducting team meets, providing support to the team to ensure delivery predictability, monitoring and ensuring process compliance and adherence to process steps. [b]- Quality Planning [/b]: Preparation and adherence of Service Quality Plan, Ensuring internal and external governance. [b]- Customer Interaction [/b]: Resolving escalations from process owners. Attending weekly calls and sharing process reviews with the client. [b]- Knowledge Management [/b]: Ensure compliance of the KM system, Best Practice Sharing across board. - Successfully transitioned three sub processes under Conversion & BETA Platform. - Under this process, we involve into maintaining the retirement accounts, distribution of funds from the retirement account, updating the beneficiary names for the new retirements account holder. - Currently handling three process of Investment Banking domain (i.e. Brokerage, BETA Brokerage, Mutual Funds & Certificate & IRA Accounts). [b]Core Responsibilities [/b]: - Ensuring to meet SLA’s and CTQ’s (i.e. Productivity, Accuracy and TAT) with highest degree of customer / employee satisfaction. - To follow all compliance requirement and maintain the required documents for quality. - MIS to the clients – Daily, weekly and monthly reports (includes Capacity Report, Status report at the beginning and end report etc).. - Weekly and monthly Dashboard and walk through the client with the dashboards. - Team appraisals – Half yearly and Annually. - Team One-on-one’s and meeting. - Making Action Plans & Conducting Monthly One-to-one for Performance Improvement. - Encourage Cross-Training concept on the floor. - Client Conference calls. - Leave records, transport arrangement. - Career counseling and grooming of team members. - Rolling out performance incentive for teams. - Training analysis of the team. [b]Additional Responsibilities [/b]: - Part of Focus Group, involve into presentation for potential Infosys clients. - Working on Process transformation for entire processes, Process automation - DC implementation in the processes. - Taking care of all conference with client on monthly basis of entire processes. - Handle IT issue calls for entire processes and coordinate between Infosys and client IT team. - Cross training requirements (Inter/ Inter processes). - Worked on Automation Project with Infosys Technology Team. - Design and execute need specific design of Process Flow for Automation. - Working on a Project with Quality Team for FMEA (Failure Mode Effect Analysis). - Prepared Standard Operating Procedure for the transitioned processes. - Volume analysis and time & motion study. - Decision on the quality mechanism and SLA Metrics. - Preparation of training plan, parallel production / Ram up and Go-Live plan. - Analyzing volume for the transitioned processes. [b]2. E-Funds International India Pvt. Ltd/FIS. Gurgaon [/b]: December 2002-November 2007 EFD-eFunds Corporation is at the forefront of technology and provides services in areas of information technology consulting, business process management and electronic payment services to financial services companies worldwide. [b]Designation [/b]: Team Coach (US Based Asset Management Company) [b]Job Responsibilities [/b]: - Providing coaching & feedback to a team of 22 associates. - Performing Audits to Check Compliance errors. - Ensuring the Service Level Agreements & Turn around Time with business areas are met with highest degree of customer / employee satisfaction.. - Maintaining compliance with audit requirements and things that are critical to quality. - Assisting the manager with the team capacity planning. - Monitoring work queues and ensuring hourly targets are met. - Handling team meets and client conference calls. - Assisting the manager in monthly one-to-one sessions. - Providing coaching and feedback to agent on a weekly basis. - Conducting weekly quality briefing / huddles. - Working towards the Personality Enhancement of the team members by identifying their training needs through extensive monitoring and regular evaluations. - Assisting in up-dating training modules and assignments for new hires trainees. - Inspire the team with a Positive, Pro-active attitude in order to develop productive Team working. - Performing basic functions related to daily/weekly and monthly MIS. - Developed the New Training Modules for the Two most concern areas of our Process, which helped to reduce the error of our team by 60%. - Also Designed Process Flow for Account setup, which helped to increase the Productivity of our team by 50% without compromising on Quality. - SME for the process. Responsible for Training, Mentoring, Coaching & Process Improvements. [b]3. Airborne Express (I) Pvt. Ltd, Okhla, New Delhi [/b]: November 2000 - December 2002 Airborne Express was a company of US, dealing in the area of Courier both International & Domestic Areas. [b]Designation [/b]: Customer Service Co-coordinator Job Responsibilities: - Managing all the activities between the company and its clients. - Looking after entire clientele base of Northern Region. - Handling queries of the customer, related to the shipments, held in Custom - Department as per under the Chapter Heads of Custom Department of Govt. of India. - Providing information & training to Operation Staff time to time regarding the upcoming changes in service, operation & countries affair. 4. RPG Paging Services (P) Ltd. New Delhi : May 1999 – November 2000 Designation: Senior Paging Officer Job Responsibilities: - Used to send the messages to the pagers. - Used to guide the customers properly regarding their billing queries. Trainings Attended: Undergone various training programs pertaining to my sphere of activities. Workshops Attended: - Appraisal Skill Workshop - Competency Based Interviewing Skills - Coaching & Feedback Skills - Problem Solving & Decision Making - Client Interfacing Skills - Cultural Sensitivity - Data Protection Act. - Train the Trainer. - Quality Awareness and Improvement Programs. - Customer Orientation skills. - Data Protection Act. - Train the Trainer. Reward & Recognition: Infosys BPO India Pvt Ltd. - Received Extra Miler Award for The Best Team Leader. - Won the Best Practice Session in the Year 2009. - Won the Best Practice Session in the Year 2011. - Won the Extra Miler Award for Successful Transition of three process’. - Received a Team Award for maintaining the Lowest Attrition rate across Infosys in 2009. E-Funds International India Pvt. Ltd - Received Certificates of Recognition from our CEO as I was nominated for eFunds Employee Excellence Recognition Award. - Received Bright Star of the Month Award on our floor two times for the month of November 2004 & April 2005. - Awarded with the Spot Award two times. - Received Letter of Appreciation from Head-Operation Services in Nov’ 2004. - Received a Letter of Appreciation from Head Operations for keeping the Quality 100% for consecutive 3 Months in Sep’2005. - Received an Appreciation mail from our Process Consultant for Designing the Process Flow. - Received an Appreciation Certificate from VP-Service Delivery Operations Ameriprise Financial for keeping the Quality 100% for consecutive 6 Months. - Received an Appreciation Award from Head Operations in December’2006. Education Qualifications: - Graduate in B.Sc (Computer Science & Computer Applications) from Kurukshetra University. Date : (Tarun Rajpal) ------------------------------------------------------- More Information about this submission and submitter:- ___________________________________________________ Submission ID : 4372097 Date & Time : 14th Jul 2011 7:30 PM (UTC) IP Address : 12.104.244.6 Browser Info : Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.2; .NET CLR 1.1.4322; .NET CLR 2.0.50727; InfoPath.1; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729) Predicted Country : United States[/QUOTE]
