Malay Kant Ghorai

Experience

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  IGATE

  Jan 2004 - Jan 2008

  Sr team Leader

  Handled Transaction Quality teamManaged Quality Metrics for the aligned processes

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  WNS

  Feb 2008 - Jan 2010

  Black Belt Process Excellence

  Six Sigma, Lean projects to achieve a pre defined QNI target.Imparted training to build Quality DNASignificantly contributed in Business Transformation initiatives

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  IBM

  Jan 2010 - May 2011

  Manager Quality Black Belt

  Black Belt AnalyticsProject ManagementChange AgentBusiness Suppport and Consultant

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  Aon

  May 2011 - Jun 2017

  Master Black Belt As a Master Black Belt provide consulting services to help businesses to achieve Business Goals, Drive OPEX and Build Quality DNA.Through a team of Black Belts support varied businesses to drive Efficiency, C-SAT and Cost Measures.Responsible for nurturing Quality Quotient across 1000+ FTE's providing HR services like RPO, Absence Management to clients. Process Improvement and Business Transformation through Small "t" & Six Sigma projectProcess Mapping and Metrics DesignFTE EstimationAnalytics

  • Senior Delivery Manager Quality

    Apr 2016 - Jun 2017

  • Delivery Manager - Quality

    Nov 2013 - Apr 2016

  • Service Manager (Black Belt II) - Quality

    May 2011 - Dec 2013
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  Wipro

  May 2011 - Oct 2021

  Director / Group Manager – Quality | Program Lead | Client delivery Operations | COE Ops

   As a Delivery and Program lead provided leadership in developing, managing & nurturing client relationship and also partnering with internal functions to drive profitable growth & customer engagement for an account serving a Global Tech giant Enabled delivery led revenue ~$2 M worth opportunity identified for offshoring in HR help-desk space in 2021 In-depth experience of managing high complex transition and ability to drive accountability across Solutions, Transitions, Talent acquisition, Quality, Talent development to successfully deliver two process transition between Dec’20 - Oct’21 Led Shared services and client delivery group for the top US Benefit administration client in US  Impacted bottom line through significant savings by implementing Robotics Automation & continuous improvement during FY’19 & FY’20 Show less

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  Alight Solutions

  Jun 2017 - Apr 2019

  An accomplished & certified Six Sigma Master Black belt professional with deep expertise in driving digital transformation and Lean Six Sigma initiatives Master Black belt leading transformation initiatives

  • Senior Delivery Manager Health Operations

    Jan 2018 - Apr 2019

  • Senior Delivery Manager Quality

    Jun 2017 - Jan 2018
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  Mettl

  Nov 2021 - now

  Principal | Vice President - Leading CXperience | Core Operations & Sales - Skills, Government | TQM

  • Led the company's customer experience (CX) initiatives, resulting in a 36% increase in customer satisfaction scores and 23% reduction in cost through effective vendor management strategies.• Oversaw digital transformation efforts, streamlining processes and improving efficiency, resulting in additional 10% reduction in operational costs.• Developed and executed strategic initiatives that increased Skill, Education business unit growth and market expansion, contributing to 30% Y-O-Y growth• Devised and implemented strategies to chart customer journeys, identifying pain points and executing solutions to improve the overall experience for clients across Skills, Education, and Government sectors.• Assumed additional responsibilities, by taking ownership of Access Management for the platform as a security officer. Additionally, spearheaded the strategy, implementation, and validation of GDPR compliance efforts. Show less