Surajeet Majumdar

Experience

• 

  Thomson Reuters

  Mar 2007 - Apr 2009

  Market Analyst

  Worked on Fixed Income Terms & Conditions Data Cleanse Project.• Calling up Underwriters, Trustees and Agencies to source documents.• Prepare weekly report and share with the management.

• 

  Thomson Reuters India

  Apr 2009 - Apr 2012

  Sourcing of ‘Terms & Conditions’ and ‘Contributed data’ for different US Domestic/foreign/global.• Worked on ‘Client Service Requests’ regarding data discrepancies, explanation of content & data search.• Liaise regularly with the Trustees, underwriters and clearing houses like DTC (Depository Trust Corp.), Euroclear &Clearstream contributing in resolving client queries on Terms & Conditions within the stipulated timeframe• Planned and completed various projects under Forti-FI completed in a timely manner. Show less

  • Content Quality Analyst

    Sept 2011 - Apr 2012

  • Content Analyst

    Apr 2009 - Sept 2011
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  Thomson Reuters

  May 2012 - Nov 2017

  Senior Content Quality Analyst

  Design and maintain standard metric processes, audit reports for content teams as per the standard procedure and adherence to compliance.• Work closely with the Content managers to shape the vision and road map of the metric processes.• Drive process improvement initiatives within the teams.• Understand the data model and its mapping to the various business processes.• Identification of inaccurate data in metric processes, audit reports and the same are communicated to the teams and make the processes free from ambiguity.• Responsible for ensuring all methodologies regarding assignments are error proof and focus on quality control andimprove customer experience.• Share best practices and process delinquency among cross functional teams.• Ensure process compliance for all the metric processes, audit reports conducted for content teams make changes inaccordance with company policies and changes made using standardized methodologies and processes.• Ensure process delinquencies regarding Audit reports, client cases, service dashboard are shared with thestakeholders and make them error proof.• Work with Governance team on monthly dashboard for metrics, service performance, audit reports, metric relatedchanges and all the processes are to be adhered as per company standards.• Work on Account deep dive for the top client accounts and share the summary with the Stakeholders.• Identify customer pain points, ensure account management and leadership are informed of customer risks before the customer does. Present a clear and factual picture of our customers’ content experience with Thomson Reuters Data.• Work with content and product stakeholders across the organization to get answers to our customers’ questions whileensuring problems are being solved & prevented.• Spearheading entire gamut of operations related to Lead Data Corrected Cases (DCC) forum under Problem Management;assisting Content Specialist in managing Service Forum. Show less

• 

  Legato Health Technologies

  May 2018 - now

  Achieve individual SLA targets set as well as the account level collective targets set for the team• Ensure delivery of the project from a time, cost and quality perspective.• Drive continuous process improvements by initiating and delivering process improvements projects.• Maintain process related MIS and dashboards• Ensure compliance of all process requirements is not less than 100%.• Coaching and mentoring team members to help them attain excellence• Ensure staffing is planned in alignment to the business requirement• Provide guidance, support and feedback to team members as appropriate on timely basis.• Perform annual appraisals and other tasks in line with the annual performance review.• Ensure productivity improvement plan is as per the contract (min) or organizational norms established• Ensure team productivity levels are achieved as per the targets set year on year• Ensure utilization of resources is at 100% and any deviation should be explained with valid justification• Lead Lean and Kaizen projects within the team -to create customer delight• Manage transitions, training/knowledge transfer session and stabilization.• Maintain and manage individual performance scorecards• 100% adherence to process specifications, compliance of self and team members training related to process and individualdevelopment.• Create and maintain sufficient back up and process knowledge within the team.• Escalation management, Stakeholder management. Show less Requirement gathering and drive the process improvement forum within the team.• Work with Governance teamon monthly dashboardfor metrics,serviceperformance, auditreports,metric relatedchanges and all the processes are to be adhered as per company standards.• Representthe quality control department atmeetings with company seniormanagersto present data and confirmaction plans.• Identify and eliminate barriers to accuracy and quality.• Mentor junior team members and keep the team updated about latest procedures.• Work on audit report and generate monthly dashboard for stakeholders.• Provide regular feedback to the associates on error trend weekly updates on process.• Motivate team members, assign and direct work and assist on effective conflict resolution.• Lead weekly call with stakeholders on Error analysis.• Work on account deep dive analysis for customer’s issues and provide solutionsregularly.• Work closely with cross functional teams to share best practices and improve team performance and deliver results.• Lead Root Cause Analysis (RCA) discussion within the team and identify solutions to the problem areas. Show less

  • Quality Lead

    Jul 2020 - now

  • Quality Control Specialist

    May 2018 - Jun 2020
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  Carelon Global Solutions

  Jul 2020 - now

  Quality Lead