Jayashankar Venu

Experience

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  Met Life India Insurance Pvt Limited

  Feb 2005 - Jan 2006

  Financial Advisor

  Ranked 37 on the Fortune 500®, the MetLife companies are one of the world's largest, strongest and most respected financial organizations. i was responsible for selling insurance policies to customer and also educate the importance of insurance in our life cycle.

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  HCLTech

  Sept 2005 - Sept 2006

  Technical Support Officer

  British Telecom being the monopoly in the filed of Telecommunication and regulatory authority of United Kingdom. BT Established in the Year of 1896, previously it was called as post office, post office that includes Telegraph and Telephone and later the Telephone sector was privatized in the year 1980 and named as British Telecommunication. Important Organization in BT which include BT Global Services, BT Exact, BT Retail Internet Operations (BT RIO), BT Wholesale, BT Open Zone (Mobile Services and BT Fusion (Call Divert Sector). I was working as Technical support officer who's prime job to provide technical support to BT telecom and internet services. Show less

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  Sitel Group

  Sept 2007 - Sept 2011

  Team Lead

  Provide supervisory support to an assigned team of CSPs through daily monitoring.Manage real time productivity and meet client SLA’s.Inform CSPs of new products, procedures, changes etc.; answer questions regarding Call procedure Ensure staffing needs and administer breaks in a timely manner / as per the schedule.Ensure that all resources are available for CSPs to take calls.Observe CSPs on the operations floor and take corrective measures against any floor policy violation and HR policy violation.Escalate issues with respect to Technology and usage of tools. Promote professional and personal development of team members by administering PACMan, nominating appropriately for training, administer progressive disciplinary action and any other career development programs.Plan for leave for the members of the team. Weekly calibration with the client and quality.Had been a SPOC for the clients in driving newly introduced KPI (RPC) across the floor. Involved in weekly client calls on Developing and Delivering Training Modules for 250 employees.Attending weekly calls on the RPC with the client and decide the Action plan to improve the scores of BQ’s, Process updates and also cascading the information to the Floor.As a member of the Pilot Transition team developing process Operations plan, process maps, Standard Operating Procedures along with the AM’s.Conducting Minimum Skill verification tests to graduate CSP’s from training to Operations.Handled BQ process and outlier management the associates not meeting the performance standards. CSP’s and performing regular follow-ups with the Hiring team.Actively participating in recruitment drives both walk-ins and Job fairs.Providing D-SAT analysis and Feedback to all the associates across the Teams every day.Handling all SME’s and Training which has to be conducted in site.Handled the responsibility of RNR function for the Process.Been an Active member of SITEL – FUN COMMITTEE in promoting FUN@WORK concept. Show less

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  FIS

  Feb 2011 - now

  Managing installation of products like adding authorization processing/switching of new financial institutions to customer network, pinned /signature processing for cardbases, ATMs, Falcon fraud protection, Verified By Visa/MasterCard SecureCode, Hotcarding, etc.Currently handling CITI BANK Managed service projects.Responsible for preparing Requirement definition document and acquiring signoff from the client Have hands on experience in implementing both debit and credit cards across all switches. Conduct Kick off call for each project and Gather requirements.Develop documentation such as project specification, issues tracking, checklists and process updatesCoordinate payment network sponsorship for projects with Visa, Pulse, NYCE, Cirrus, ALLPoint etcMaintenance and support of installation systems post-closure/turnover of project efforts.Expertise in Software Development Life Cycle (SDLC), project implementation, Training, UAT and project tracking. Visa/ Master/Pulse card EMV migration and EMV keys exchange.Annual KEK – Key Exchange keys for COOP Switch and Network maintenance and implementationWon MAD (Make a difference award for the year 2016)Worked on Tandem Application, IBM Connex suite(Integrated Switch Module)Preparing weekly Dashboards and Root cause analysis for the team and process improvement.Prepare weekly calendar call with customer for reconciliation of projects installs.Conducts train the trainer sessions to instruct and internal customers (employees) or external customers on changes, new systems or new procedures. Coordinating with certification, development team, account management team to drive the project pro-actively until its implementationCoordinate on different activities (Analysis, Design, Coding, Code Review, Testing, Regression & Integration.Ability to use data to back up assumptions, develop business cases, and complete root cause analysis. Responsible for Billing our client and also work with client on billing disputes. Show less • Responsible for assigning projects to the PM.• Monitor the Customer’s Mail box/Group Mail Box for any new projects.• Handle projects regards to Electronic payments.• Co-ordinate each project with Online and offline Certification, Database offline & Online.• Analyze the data collected for process improvement efforts and to validate best practices• Preparing weekly Dashboards and Root cause analysis for the team and process improvement.• Prepare weekly calendar call with customer for reconciliation of projects installs.• Develops understanding of and defines client products and services through information gathering sessions to determine how FIS systems must be established to meet client needs• Completes product workflow documents summarizing all processing requirements and determines key challenges in converting customer to FIS systems• Through data analysis, product mapping and interviews, gathers forms and data files from customer and assesses requirements for software utilization and discusses any software customization requirements with programming team. • Create data maps and transaction workflow documents showing exactly how every field of information will be converted. The data mapping forms the technical specification for the conversion and, in some cases, may generate code. Shares data maps with programmers, clients, and others as appropriate to ensure successful conversion. Refines mapping through iterative validation. Show less

  • Implementation Specialist

    Apr 2011 - now

  • Implementation conversion analyst III

    Feb 2011 - Mar 2015