Arunabh Dey Email and Phone Number

- Currently managing 2 portfolios of 70+ associates alongside 2 Asst. Manager and 3 Team Leads for US clients.- Responsible for maintaining & surpassing P&L targets. - Conducting bi-weekly calls and monthly performance review calls with client to ensure their queries are answered and identifying their requirements to take the relationship to the next level- Responsible for people Management, including goal setting, providing performance feedback and Annual appraisals- Has been a part of onshore training on the Banking Fraud tool- Responsible for all the SLA deliverable - Total of 9 + years in a managerial role and leading teams of 20+.- Managing operations, experienced in Driving Business Improvement projects, Portfolio management & Transitions- Experienced process re-engineering, client management & Team management.- PMP® Trained, Six Sigma Green Belt Certified, NAFL (NIIT Acedemy for Future Leaders - An inhouse training programme of NIIT)- Experience of being associated with various audits like COPC, ISO/IEC 27001:2005 & Internal/External Operational Audit - Experience of delivering various MIS reports

- Managing a team of 25 members and worked on projects, costing, team development plans with the head. - Regular monitoring of support responses delivered by the team members to ensure quality and mentoring the team with appropriate development aspects required for individuals. - Understand & manage workload distribution across portfolio amongst team members and ensure SLA strong support delivery with intensified quality. - Preparing weekly audit and work distribution report, team capacity analysis, and planning for future resource requirement. - Establish strong professional relationships with the internal stake holders. - Conducting bi-weekly calls with client to ensure their queries are answered and the team delivers up to their expectations whilst maintaining a strong relationship.- Manage communications & training needs for the team & member.- Drive implementation along with team members with appropriate project tracking and reporting project performance/ status on weekly basis.

Operations-Responsible for successful management of day-to-day operations of the process.-Preparation of quarter plan, resource allocation and execution management-Management and resolution of client complaints/suggestions-Responsible for compliance of service level agreement (SLA) and day to day client reporting-Managing quality related issues of the team and the process -Responsible for monthly performance review (MPR), half yearly review (HYR) and yearly review (PPDP) of team members in the process and chart out their development plan and training needs.-Responsible for market analysis and auditing to a certain data source, such as website, email, voice and fax through Process Control Study (PCS).-Responsible for Monthly Service Level Review (MSR) of the process -Liaison between the team members and Helpdesk contacts in the US market for their daily queries and clarifications related to data gathering and processing-Work constantly towards the process improvement with a dedicated group of tenured team members.-Responsible for compliance of roster adherence, attendance adherence, quality adherence, leave policy adherence of team members and ensuring discipline on the floor.-Processing the performance linked incentives (PLI) for the team members and continuous improvement in the incentive plan in line to the process and organization goals.-Planning of training/ capability improvement activities such as presentation/ group discussions for team members at the quarter end.

Training-Working as Project Trainer within the process.-Responsible for the training and development of the new joiners in regards with the product knowledge, Soft Skills and customer handling.-Organizing and supervising their internal and external (with clients) assessment after training.-Reporting the performance of the trainees during the training and suggesting the appropriate role - as a Researcher or Database Specialist, depending upon their skill set and product knowledge acquired during the training. -Responsible for the periodic product refresher training, new product updates training of the tenured team members, received from the client’s end. -Give the timely feedback to the team members as per their performance.-Responsible for the On Job Training (OJT) of the new joiners and monitoring their performance, providing feedback during their first month production on the floor.Operations-Working as Researcher in a real estate data intensive B2B campaign of renowned US based global company.-Responsible for the assigned market for the research of the market statistic in terms of lease and sale of the properties.-Responsible for the updating of the buildings on quarterly basis by means of internet, telephone, Fax, inventories and fliers and the same to be put into customized software of the client.-Analytical kind of work, which is knowledge based and requires logical and client centric approach with excellent soft skill. -Resourceful as a team mentor for the comprehensive functioning of the team. Instrumental in guiding new team members during their on job training.-Responsible for the work allocation for the Database Specialist and ensures the timely and correct input of data in the customized software of client i.e. SS-II.

-Worked for 6 months as a Sample Collector of consumer preferences from the customers based in United Kingdom through telephone. -Worked for 10 months as mortgage advisor for the customer of USA through call telephone by providing them the best possible mortgage options.-Chosen for the new real estate research on the basis of the past record in the company and was trained from the client for the real estate research encompassing the major parts of US real estate market.