Abed Parvez

Experience

• 

  Tata Consultancy Services

  Dec 2012 - now

  Process Transitions: Lead off shoring business process for UK Finance & Operation work in Suspense Reconciliation and Premium Accounting including the investigations of payments IN &OUT of the company bank account (Diligenta) where the monies are not directly assigned to the customer details.- Queue Management:Work distribution as per MIS report among the team members to meet the SLA of TAT 3-10 days with compliance of 90%-100% for different work-types. Looking into urgent customer compliant with TAT of 1 day to reduce the response times which may leads to financial penalty.- Quality Management:Monthly QC Calibration performed to ensure calibration in process knowledge is met across the team. To maintain the internal goal of 98% accuracy, worked with audit team to conduct refresher training and feedback session as per the error logs and root cause of the error. Involved in creating process FMEA to proactively identify the risk and stepsto mitigate the same.- Team Management: Managed the team of 28 associates looking after team operational issues including leave management, work distribution, performance management, learning opportunity and compliance parameters.Responsible for preparation of the weekly deck for inflow v/s completion along with the internal and external quality of the team for leaders and customer visibility. Preparation of monthly productivity report including various performance management metric to finalize the quarterly stack rank for the team as well as DM span.Review team competency to get them licensed in a particular work type when they are in validation to achieve the licence with 100% accuracy before moving to Live. Show less - Risk Map&SOP: Created risk map and SOP for 8 business area transitioned offshore. Worked with Transition Manager to smoothly convert the pilot into BAU processes. Also, responsible to update the SOP with new updates as per UK legislation changes post consulting with onshore counterpart.• Daily Agreed Service Level (ASL) analysis and reporting to onshore counterparts.• Maintain and release monthly performance Quality report for the processors at account level.Process Training: Training conducted for different sub processes to get the team cross competent and utilized as per business requirements.-Process consultation: Worked with internal business units as well as technical team leaders to develop standard procedure. Maintained consistent communication between Business, Project, and IT groups to ensure information was clear, and understood.- Knowledge Transfer: Arranged WebEx session with onshore to discuss on out of scope scenarios which could be in-scoped and got trained by onshore counterparts in order to train offshore team members. It helped to reduce referrals. Show less

  • Assistant Manager

    Jan 2024 - now

  • Business Process Lead

    Jan 2020 - Jan 2024

  • Senior Process Associate

    May 2015 - Dec 2019

  • Process Associate

    Dec 2012 - Apr 2015