SAIKAT ROY Mobile: 9535755526 Email: roy_saikat1983@hotmail.com

Objective:

Seeking role of Manager in a dynamic and challenging environment, and use my knowledge and experience to train and empower people and contribute to the organizations objectives and goals.

Occupational Summary:

Total Experience, 9.9 years Assistant Manager, 1.6 years. Experience in Project Management. Trained in SPS, LEAN, FORE, PIBS methodologies. Lean Six Sigma Green Belt certified.

Skill Sets:

Dynamic and motivated, with comprehensive problem solving skills. Possess technical aptitude and a high level of analytical ability. Adapt quickly to diverse management and client environment. Use humor and positive attitude to motivate team members towards excellence. Quick to identify problems and improvise solutions. Forecast and plan ahead in order to manage people issues.

Educational Qualification:

B.Sc. (Computer Sc.) - T. JOHN College, Bangalore. Karnataka.

Software Skills:

Microsoft Excel, Word, PowerPoint, Access, Visio, Adobe Acrobat, Photoshop. OS: Windows, UNIX, LINUX Computer Hardware, Network, Installation & Troubleshooting.

Occupational Details I: Current Total Exp: 9.9 years

Organization: Tata Consultancy Services Pvt. Ltd. Joining Date: 25-May-2009.

Position: Assistant Manager. Experience: 6.4 years.

Job Description: Manage team of 30 FTEs with 2 Team Leads. Escalation management, conducting periodic performance appraisals. Regular client connects to understand business objectives and performance reviews. RCA for team issues and process errors. Conducting monthly skip level sessions with team and One on Ones with TLs. Process transformation and drive process improvement ideation in team. Recruitment and Role Mobilization for existing team members.Project management functions - Resource and revenue management, forecasting. MIS for Leadership connects for various audits and reviews. Identifying and supervising Six Sigma projects to improve performance and save operational cost.

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Previous Project: Allianz Life Insurance (North America)

Processes: Agent Change, Policy Holder Benefit and Policy Holder Correspondence.

Roles & Responsibility:

BAU Activities: Transaction monitoring, Performance analysis of team. Identification of area for continual improvement and implementation Process standardization and documentation Develop and drive process recovery plans for decreasing of AHT. Oversee quality and work audits and ensure that all teams are compliant with

internal and external regulations and procedures, including data security and C-matrix, RCA, RCSA etc.

Various report on performance of teams, process health, service quality, customer feedback and any other key issues.

Regular reviews with Senior Management and on-shore teams. Conduct periodic performance appraisals for Team Leads, monthly skip-level

meetings with team. Role Mobilization and Future Role Training / Guidance. Recruitment support, keeping attrition in check and forecasting. Maintain operational reports for all teams and generate customized reports to help in

strategic decision making. Revenue Management for a project of 400 FTEs. Project budget planning and

forecasting.

Client Communication: Weekly/monthly business review meetings with clients and managers. Prepare RCAs on errors for client quality managers. Managing escalations effectively. Calibration with QA onshore counterparts. Drive for new business.

SME and Training: SME for Agent change process and Policy holder benefits process. Created process updates tracker to educate the team on procedural changes. Conducted communication skills workshop for my team. Building knowledge repository, by capturing all possible scenarios. Cleaning of processes, by removing redundant steps, via process improvements. Created SOP, FMEA, RCSA and Process maps, VSMs for multiple sub-processes in my

project. Trained new hires on multiple sub-processes within the project. Transitioned 1 sub-process, from offshore.

Improvements: Implemented workflows and system automation to reduce AHT. Work closely with onshore and offshore Business Analysts, and IT teams to create IT-

BPO synergy to enhance systems, and process. Assisted BPO transformation team to create and implement process automation. Assisted in LEAN and Six Sigma projects.

Achievements: Cross-Trained in Multiple Voice/ Non-Voice processes. Trained in DMAIC, LEAN, FORE & PIBS Methodology. Awarded best performer on several occasions.

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TCS Hi-Pot Process Champion FY’13. Six Sigma Green Belt certified.

Occupational Details II : Previous

Organization: HTMT Global Solutions Pvt. Ltd. / Hinduja Global Solutions Pvt. Ltd. Joining Date: 28-Nov-2005. Position: Sr. Claims Processing Executive. Experience: 3.5 years. End Date: 22-May-2009.

Job Description: Analysis of health insurance claim data, with existing plan policy of customer with Aetna Health Insurance.

Determine correct payment to health care service provider/customer. End to End process flow mapping.

Fraud and overpayment analysis.

Roles & Responsibility:

BAU Operation: Managing 8 member team Maintain daily production and attendance tracker. Maintain reports for follow-ups, aged cases, cases that need clarification. Assigning daily workload for the team. Conducting daily huddles to discuss team issues and provide feedback. Client reviews to improve existing process.

SME and Training: SME for Overpayment/ Fraud recovery process. Maintain process updates tracker to refresher training on procedural changes. Understanding of end to end claims process. Worked under various phases of claim life cycle.

About Me:

Languages known: English, Hindi and Bengali Sports: Football, Volleyball, Biking Hobbies: Music, Games, DJ mixing, Touring, Photography Strengths: Versatile, Fast Learner, Team player, People Management, Data Analysis Weakness: Talkative, Openness.

Declaration:

I do hereby confirm that the information furnished above is true to the best of my knowledge and belief.

Place:Date: Signature

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