SUMAN DAS

Experience

• 

  Emerald Hospitality Pvt. Ltd

  May 2006 - Dec 2007

  Assistant Manager

  Investigate and resolve service complains, ensuring client satisfaction and repeat business.• Organizing events with global clients.• Assuring high degree of cost efficient client service, focused on client‘s problem on identification and resolution.• Assigning daily task and duties to the employees

• 

  PwC India

  Feb 2008 - Jun 2010

  • Analyst

    Mar 2009 - Jun 2010

  • Management Trainee

    Feb 2008 - Feb 2009
• 

  PwC Acceleration Centers

  Jul 2010 - Apr 2022

  Project Coordination & Business Development:• Make sure team stays within the budget and report if there are any exceptions in advance.• Managing effectively the Performance of projects by keeping a track of Milestone on a weekly basis.• Plan for Demand & capacity and pro-actively report if there are any issues and concerns.• Identify any roadblocks and issue and report as and when it’s required.• Make sure all the processes has got updated SOP (standard operating procedures) and ensure all engagements are following the Standard Process• Suggest change to improve process efficiency by removing waste and tool enhancements.People Management:• Ensure the work atmosphere is healthy and provide equally opportunity to every professional• Providing support to team members & managing expectations• Have monthly touch points with the team to understand the health of the team and share the outcome with the management.• Coach the team to achieve their professional and personal growth. Meet monthly to discuss the progress and updates.• Motivate to participate in internal initiatives and activities (CSR & Events)• Gather feedback from clients for team/Individual performance.• Ensure team members are maintaining the firm standards and code of conduct.Performance & Coaching: • Continue to monitor individual performance on a regular basis. • Provide immediate constructive feedback and appreciation whenever required. • Meet team members often in one on one discussion and ensure his/her performance is on track. • Evaluate the individual performance every month against the set targets. • Work with team member to identify the skill gaps and target plan of action to overcome the gaps. • Work with team member to document realistic targets and set clear expectations. Show less Quality & Escalation Management:• Ensure team achieving 100% quality on deliverables and report on a monthly basis to the management.• Ensure we charge actual time spent to the client and avoid rework time charged to the clients.• Playing a role of first point of contact for any issues and escalation. Report immediately with the action point. • Work closely with L&E team to understand the learning requirements for the team and prepare a learning curriculum for the processes.• Prepare an error and escalation log and use it for refresher trainings. Maintain a process specific escalation matrix for all the processesKPI Management:• Ensure Team is meeting Target utilization on a daily basis, talk to the professional who are below par to understand the reasons and help solving it.• Ensure to have a backup plans all the processes and revisits on a monthly basis to see if there are and changes needs to be done.• Ensure proper work allocation to team members based on availability and skill set. Technology:• Be a primary point of contact for all Technology related issues and make sure all the tools are working fine. Ensure team has adequate/ required access to perform their day to day activities.• Revisit and assess if there is any need for Technology trainings for the team on a monthly basis.• Lead the testing for new application and provide feedbackLearning & Education (Tax Technical):• Work closely with L&E team to understand the learning requirements for the team and prepare a learning curriculum for the processes.• Acquire the technical knowledge of the processes and train mentor professional on a regular basis. Show less

  • Manager

    Jul 2017 - Apr 2022

  • Assistant Manager

    Jan 2013 - Jun 2017

  • Senior Associate

    Jul 2010 - Dec 2012
• 

  Vialto Partners

  May 2022 - now

  • Engagement Support Service Lead

    Sept 2023 - now

  • Manager 2

    Apr 2022 - now

  • Digital BU leader

    May 2022 - May 2024