Debashis Bhattacharjee Email & Phone Number

Hyderabad

Hyderabad Area, India

Created and built a robust T&Q framework with specific SOPs' while crafting Policy Governance for a seamless operation across all programs and locations for FB Brand Safety programWorked closely with Operations and Process Excellence Team to eliminate waste and simplify the processStrategize, Develop and Improve the training needs of Brand Safety program as a whole and consistently focused and improved on the throughput % Worked with the Quality Leads and QAs' to build an audit tool for improving the accuracy and convergence for the programs and teamsWorked on Knowledge Management Tool and PKT approach to help the associates for achieving better accuracy resultsAs an actionable worked with the QAs' on Videos and Article trends to understand the approach of the publishers so as to improve on the tagging outputWorked on the tagging mechanism and rater efficiency for better output of the program by putting more ownership on the QAs'Calibration with the QAs' and the Leads to understand the aligned sync between all the QAs' on the policies and programs which eventually reflected on the output while the refreshers are taken by the QAs' for any policy update or revisionWorked on the Stack mechanism for the QAs' and the QA Lead which primarily have the significant impact on the Team Accuracy and Audit% against any dip or increment in scores. Weightages were spread out evenlyHandled multiple programs for FB Brand Safety and managed diversified business against stringent client expectation and deadline. Also managed one more program under Brand Safety which was not directly aligned to my org level. Managed a 140 plus business with an extended team size

Hyderabad Area, India

 Identifying Process Synergies across different verticals with similar tasks which would generate process efficiency, cross training utilization and managing peaks and valleys with lot of ease. Working on a Process Automation on Qualifying Event task where the clients would upload their birth/marriage/domestic partner proof on the platform without manual intervention. Making client experience better and better by reviewing the CRM model “Medalia”and constantly keeping a close eye on NPS score. Handling the performance management of the team while creating a job rotation and talent assessment of the existing resources. Created a PMS tool which gives us a stack rank and rating across all grades and levels. Initiated the IDP and Career Growth for the tenured associates to help them achieve short and long term career goals. Revised the Quality Audit model while incorporating significant client and associate experience where the task is processed with 100% accuracy with zero rework and escalation. Successfully completed 2 automation projects with 4 FTE saving and which is utilized in two new transitions without additional headcount Organized a Client Experience Road Show with the Onshore Business partners which was appreciated and recognized by the Senior Management Team in India and Onshore. Working on a Revised PMS structure and People Score Card which would streamline the associate experience and create a robust performance management culture Responsible for publishing Quarterly Dashboards and Monthly Status Report of Total Source Projects.

Hyderabad

 Led teams across different sites up to 60 members. Defined Process and tools best suited to each projecto Base Line Metric for the Process to come up with a final hourly target of claims processing.o Completed the BPMS (Business Process Management System) Stage 7 of the Process which has enabled the Process to identify the key drivers of the Process and derive control measures for any output which is beyond the control limits.o Completed a project on the Employees’ Incentive plan along with one AM and one DM based on the performance indicators. The project required a high level intervention for approval in terms of budget for which the implementation got delayed.o Clear understanding of Upstream and Downstream of the Process and reviewed the same with the Management Team.o Value Stream Mapping the Process and identifying the weight time, lost time and addition of inventory of the Process. o Completed the Master Service Agreement of the Process and successful closure of ISO Audit on PMS and QMS documents as well. Essayed a key role in end to end process training content, which eventually reduced the learning curve period for the new trainees. Instrumental in preparing a robust performance management tool called “Performance Score Card Instrumental in preparing a Performance Incentive Plan for the team Received “Managerial Excellence Award” twice in April 2013 and May 2014. Achieved 99% people survey score in Vital Signs for 2013

Kolkata

 Successfully completed the Transition Project on Platform change from URL based environment to BMM application for an Account Opening Process in HSBC. Due to Organizational Effectiveness have functioned as the single point of contact with Onshore and GSC and following are some of the important tasks/deliverables which was accomplished during this phase1. Revision of MGVs’ and SUT was done in a Transaction Pricing environment post CPH Efficiency and Volumes revision in the process.2. Completed the MSII (Managing Self-identified Issues) for the process to identify the key findings like External Email Access, Incomplete Audit Trail of an Application (Advance Nevada) and completed the same before the ICD and Compliance Audit gets started.3. Completed the BIA Rating File for the Process and identified how sooner or how late the process can be recovered against BCP hits. This Report was submitted to the Local BCP Manager4. Worked on a FTE Requirement file for a proposed volume influx in one of the Queues of M&S by the Business Area keeping intact the other Queues SLA and their TAT undisturbed and submitted the same to our Business Partner.5. Completed the SAM SAR reconciliation for the department and ensured the same gets completed before the ICD audit.

Bachelor Of Commerce (B.Com.), Accounting And Finance

Activities and Societies: Debate,NCC,Participated in a Science FairCompleted the Madhyamik Exam under WBSE from Barihs High

Bachelor Of Commerce - Bcom, Accounting And Finance, 2Nd

Activities and Societies: Represented School Cricket Team Actively participated in Red Cross Blood Donation during School and College Days.