Amit Malik

Experience

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  EFunds International

  Jun 2000 - May 2005

  Manager Business Analytics

  Accountable for-Preparing the capacity plans to ensure that the processes are staffed for optimal performance & to maximize efficiency & profitability-Report process performance against established KPIs-Track revenue and analyse process profitability-Implementing Monthly Incentive Plans, Appraisal Models and Process Performance Dashboards-Calculating resource requirements, understanding penalty clauses, variable earning potential and profitability of the proposed business.-Attrition Analysis and Seat utilization across facility-Analysed past performance data to baseline performance metrics and worked with clients to map reporting requirements and formats. Show less

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  Teletech Service India Pvt. Ltd

  May 2005 - Feb 2006

  Manager OSC (Workflow)

  Accountable for-Preparing the capacity plans to ensure that the processes are staffed for optimal performance & to maximize efficiency & profitability-Forecasting Volume, shift planning and roster creation for all the processes-Conducting analysis & adjusting staffing requirements based on process performance & volume variance-Real-time monitoring of Service Levels & other metrics-Ensuring schedule adherence and break management-Producing SLA reports which included call centre metrics and performance reports which included agent-wise reports.-Analyse & report recurring issues, process gaps, system bugs, sources of inefficiencies and drive quality control for various teams.-Engagement with US counterparts to have consistent reporting standards.-Ensured the invoices and delivered, explained and paid on-time.-Administered a team for results by effective objective setting and regular feedback process Show less

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  COLT Telecom

  Feb 2006 - Jan 2010

  Senior Manager - Operations Reporting & Data Management

  - Delivered MIS/ Operational reports as per SLAs and was the business owner of reporting databases. - Responsible to analyse operational performance and provide actionable MIS to leadership, identify hidden trends, create awareness around them and drive improvements.- SLA Management through continuous benchmarking and supplier performance analysis. - Lead business process reengineering & improvement projects within operations.- Defining critical path in service delivery processes and negotiating OLAs (Inter Departmental SLAs). Show less

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  Colt Technology Services

  Feb 2010 - Oct 2014

   Heading the Investment and Delivery Governance teams in India within Programme Governance and Change function.  Investment Governance includes ownership of front door for all project requests, validation of the request against the roadmap, highlighting variances, benefits validation, allocating resources to the projects and setting up projects in portfolio management system.  Delivery Governance includes project status reporting, mapping project spend against the budget, strategic programme reporting to the board.  Ownership of quality of data within portfolio management system and key member of the change request board. Show less - Responsible for driving strategic change in business by executing cross divisional projects spanning all Colt locations.- Expected to drive maturity of the organization, improve organizational capability and operational efficiency.- Assisting in articulating strategic intent through analysis, collaboration and consensus.- Ensuring all projects have defined KPIs, measurable business benefits and return on investment. - Developing communications plan which include the reasons, benefits, details and impact of the project. Show less - Heading Change Management Team (IT, Managed Services and Telecom) at Colt spanning locations across UK, Europe and India. - Managing Internal and External Audits and ensuring risks are mitigated through effective controls. Got the process certified on ISO 9001, BS25999 and ISO27001 certifications.- Developing and operationalize ITIL V3 compliant Change & Configuration Management Processes across Colt.- Creating and generating awareness and adhering to the change & Configuration management processes and deployment of appropriate controls.- Ensuring close coordination of Change and Configuration Management teams with Incident Management, Problem Management and NOC.- Define, communicate and manage the change freeze periods Show less

  • Head, Project Office

    Jan 2013 - Oct 2014

  • Sr Manager Business Change

    Jan 2012 - Dec 2012

  • Sr Manager - Change Management

    Feb 2010 - Jan 2012
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  HSBC

  Oct 2014 - Jun 2016

  VP Performance Management

  Accountabilities Head of Performance Management and Change Management teams within Business Finance (MI) vertical.  Led the Performance Management Workstream in overall MI Transformation Programme Responsible to drive performance of business finance vertical by producing reports, scorecards, dashboards and conducting service reviews.  Responsible to manage system and reporting changes and ensure error free delivery. Responsible to report the adherence to compliance requirements which includes mandatory trainings, PLA adherence, BCP Tests, Call Tree, Insider Info etc.Highlights Developed and implemented the Incident Management process  Designed and delivered internal service review process, aligned to the organisation wide FactSheet based review process. Established strict governance around headcount data by centralizing changes and developing a headcount management tool. Developed Service Based billing model with incentives for following the change process, extra cost for last minute requests, report spread through the month etc.  Redesigned and implemented Change Management Process. Changes include an agile process focussed on balancing customer requirement with robust governance. Show less

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  Vidya Infrabuilt Pvt Ltd

  Jul 2016 - May 2018

  Director - Vidya Infrabuilt Pvt Ltd
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  HSBC

  Jun 2018 - now

  Vice President – Data and Reporting Services (Data & Analytics Office) for Risk & Compliance

  •Driving Risk and Compliance MI COE strategy, defining RoadMap, delivering flagship Reports/ Dashboards, driving efficiency by automation/ innovative solutions, and growing offshored portfolio for the COE•Lead Data Analytics, MI/ Reporting, and Innovation projects using advanced tools like Qlik, Alteryx, VBA, Power Query, SharePoint, and other tools depending on business requirements•Own the Compliance Report Repository with stakeholders across the globe focusing on demising the unused reports and removing bespoke reports & replacing them with standardised versions. •Leading a team of senior analytics/ reporting professionals including AVPs and Managers, skilled across several technologies Show less