Rajiv Das

Experience

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  ITouchPoint

  Mar 2003 - Apr 2004

  CSA
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  HSBC

  Jul 2004 - Oct 2009

  Asst. Manager Operations

  • Managed Operations of Team Leads and Team Coordinators in Credits and Deposits segments from Onshore Migration till BAU• Interfaced with clients for better solutions of queries with strong understanding & improved procedures of processing• Generated reports related to the incidents received on a monthly basis to analyze the number of high priority incidents received & its resolution TAT • Groomed new hires by imparting training on daily work in order to meet the required team target; ensured updation of process documentation and training material for agreed changes• Ideated process improvement ways for creating a healthy & joyful environment at work• Took preventive action by motivating advisors to achieve desired output with zero critical and non-critical errors• Extended effective resolution to customer queries and improved relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience• Initiated & sustained efforts for improving customer satisfaction scores through regular relationship calls and provided regular updates on change/new policies to employees. Show less

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  Fiserv

  Oct 2009 - Aug 2019

  Senior Manager Professional Services

  • Managed cross functional team; grew the company from pilot to full-fledged BAU site• Suggested systems related enhancements by developing dashboard generating100% accurate reporting in terms of work flow arrival and timelines resulting in a net benefit of $9000 annually• Consistently ensured smooth BCP testing for Multiple Sites; ensuring successful delivery of SLA's during contingencies• Succession planning, building roadmaps as per skill sets for individual growth was prime focus• Process management ensuring SOP’s are in place and amended as and when required • Managing projects and Quality for seamless delivery• Automation initiatives to ensure cost savings and develop efficiency Show less

• 

  Veritas Technologies LLC

  Sept 2019 - now

  Senior Manager Sales Operations

  • Strategic and Transformational approach towards process and projects enhancements• Proactive focus towards future through predictive analysis for risk mitigation• Cross functional collaboration ensuring Governance & Standardization • Simplification and Cost reduction through RPA• Leading Global evaluations program & Quoting through ownership & execution• Worked towards development of talent pool by optimizing the skills of the existing team through succession planning• CAPEX & OPEX ManagementAs Chief of Staff • Collaboration with Executive team members to determine and prioritize business strategies• Overseeing strategic business initiatives from ideation to implementation; provided support and oversight for special projects/ initiatives• Provided department leaders with recommendations and consultation to improve teamwork• Determined key performance indicators and how to measure team performance• Provided tactical support to implement ideas; worked with strategic leaders to deliver, monitor & communicate progress towards goals• Identifying and mitigating core problems or opportunities within business processesKey Result Areas Across the Career:• Driving various business impacting process improvement project through RPA• Identifying root causes and implementing corrective actions; ensuring strict adherence to quality standards • Generating business cases to provide analytical support and financial impacts related to proposed service reductions and enhancements• Identifying areas of improvement in the processes and setup controls to mitigate associated risks; designing and implementing action plans to drive improvements• Ensuring strict adherence to contractual SLAs to ensure service delivery as per client expectations; exhibiting basic understanding of the risk and liability factors associated with process to mitigate risk• Managing customer centric operations & ensuring customer satisfaction by achieving delivery, benchmark Show less