Tarun Jain Email and Phone Number

 Delivery Head for Cash & Cheque Ops, Payments, Tax Processing, eDeposits across geographies for largest German Bank. Key responsibilities include Internal & Client Governance, driving process improvement projects, Service Levels & MIS Reporting. Directed the end-to-end transition of the project across phases, right from MSA discussions to Pilot run followed by stabilizing processes.  Instrumental in significant growth of 250+ FTEs within the first 18 months. Revamped the Process during transitions and set up the Governance, Business & Quality Review mechanism. Coached Lean initiatives that reduced FTE costs by 20% by increasing efficiency and enhanced quality by 8% by applying value stream mapping and thus eliminating non-value add process steps. Periodically reviewed all projects’ performance, provided feedback, and mentored to achieve desired levels. Consistently managed agreed Service Levels including Quality, Productivity and Timeliness. Led Quarterly & Yearly internal & external audits across projects.  Recognized with the prestigious “Leadership Award” for successfully launching the offsite operations and consistently exceeding the SLA targets. Earnt the “Enabling Leader” Award for building and rapidly scaling up the Cash & Cheque Program.

 Managed a team of 150 members including 5 Group Heads (Team Leads, AM’s, Managers) – responsible for product and non-product trainings of new joiners and existing workforce depending upon their roles and ranks. Deployed the operational framework to drive demand vs capacity & resource management, Quality metrics and client feedback management. Significantly supported the Campus recruitment efforts at ICAI and ICWAI. Managed the daily, weekly, and monthly operations, capacity utilization and SLA reporting to the Leadership team.  Instrumental in Resource estimation and FTE modelling for new project deals. Set up Project Governance model based on 3 major categories i.e., Strategic, Tactical and Operational, to keep a close check on periodic governance calls. Attained “Best Project of the year” award for successfully exceeding the revenue targets.

 Managed the end-to-end Transition of operations units including Adjustments, Commercial Loans, Commercial Banking, Long Term Care; Led a team of 80 members and 3 Team Leads. Managed Client facing critical Service levels report outs, as well as internal statistics on Productivity, Operational Health, People metrics & Financials. Owned monthly and weekly dashboards for the operational performance and governance reviews with process owners, driving high standards of reliability and timeliness. Effectively handled customer queries, escalations and improved NPS scores from detractor to promoter. Consistently ensured that process changes are documented; regularly conducted training sessions for the team and drove a significantly high cross training ratio metric. Handled Performance Management, Appraisals for team; Consistently drove high retention of 91%.  Introduced employee-recognition programs, team communication forums and career-pathing opportunities that boosted team’s morale and satisfaction levels to an all-time high. Recognized with various “Gold & Silver Awards” from the Top Management for demonstrating Genpact values and showing boundary less behavior.

 Accountable for General Ledger, Bank Reconciliation, Debtors /Creditors accounts and overall accounts & Billing process. Provided support to the team in doing quality audits and conducting training sessions. Worked with a team of 3 members, one which always got the maximum CSAT and FTR scores on a consistent basis; Multiple great VoC feedback.  Was awarded as “Team Player” twice for the exemplary performance to achieve customer satisfaction.

 Learnt and Maintained book keeping for diverse clients. Was responsible for timely filing of Income Tax and Sales Tax Returns to the Govt Department. Was awarded as “Best Trainee” of the year 2003 for being the quick learner and executing the learnings in day-to-day operations.