Dhritiman Chakraborty

Experience

• 

  IBM Global Process services

  Oct 2007 - Jun 2010

  Leading & Managing Line of businesses pertaining to Student loans customer service for one of the largest North American financial conglomerate.Successfully lead and completed the business transitioning for the Student Loans customer Service business from the client location.Process Management.*Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.*Creating and implementing workflows to facilitate structured support in all areas and issues.-Operations Management*Responsible for managing operations & spearheading teams for excelling business targets & service delivery metrics.Quality & Audit Management*Ensuring high quality delivery, elevating customer satisfaction, while adhering to TAT and work processes.*Approving internal process audits (RCSA) & process reviews for ensuring strict adherence to the process parameters/systems.*Front ending external & internal process audits.-Client Management*Ensuring continuous interaction with Clients to analyze requirements & provide customized services and ensuring business is set up as per their required guidelines and up to their satisfaction*Resolving escalated grievances and queries of clients on a day-to-day basis *Proactively engaging the client and seeking their inputs.* Preparing & presenting MBR/QBR effectively..Team Management* Handling a Team of Assistant Managers (operations), * Planning targets, monitoring numbers and achievements of overall targets on a daily, weekly and monthly basis to meet delivery requirements.* *Motivating & guiding team members to take up new challenges and setting new standards to be the best in the business. Show less Managing line of business pertaining to Retail Banking customer service for one of the largest North American financial conglomerate.Process Management.*Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.*Creating and implementing workflows to facilitate structured support in all areas and issues.-Operations Management*Responsible for managing operations & spearheading teams for excelling business targets & service delivery metrics.Quality & Audit Management*Ensuring high quality delivery, elevating customer satisfaction, while adhering to TAT and work processes.*Approving internal process audits (RCSA) & process reviews for ensuring strict adherence to the process parameters/systems.*Front ending external & internal process audits.-Client Management*Ensuring continuous interaction with Clients to analyze requirements & provide customized services and ensuring business is set up as per their required guidelines and up to their satisfaction*Resolving escalated grievances and queries of clients on a day-to-day basis *Proactively engaging the client and seeking their inputs.* Preparing & presenting MBR/QBR effectively..Team Management* Handling a Team of Assistant Managers (operations), * Planning targets, monitoring numbers and achievements of overall targets on a daily, weekly and monthly basis to meet delivery requirements.* *Motivating & guiding team members to take up new challenges and setting new standards to be the best in the business Show less

  • Deputy Manager

    Mar 2009 - Jun 2010

  • Deputy Manager

    Oct 2007 - Feb 2009
• 

  IBM Global Process Services

  Jul 2010 - Nov 2012

  •Ensure smooth transition and closure of projects . •Monitor/track/report progress against project plan. •Identify, raise and drive closure of issues in transition•Participate in steering committee meetings during transition phase•Participate in client meetings, presentations and workshops•To take full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders•Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues•Monitor the programme/project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented•Deliver all Service Transition Projects and Programmes in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting) , where the successful implementation of service resource skills and processes are just as critical to project success as technology.•Enjoy working with clients and teammates Show less Leading & Managing Three different Lines of businesses pertaining to Student loans customer service, Credit Cards Back Office Service & Help Desk Services for one of the largest North American financial conglomerate.Successfully lead and completed the business transitioning for the Student Loans customer Service business from the client location.Process Management.*Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.*Creating and implementing workflows to facilitate structured support in all areas and issues.-Operations & Financial Management*Responsible for managing operations & spearheading teams for excelling business targets & service delivery metrics.Managing P & L for the accountsQuality & Audit Management*Ensuring high quality delivery, elevating customer satisfaction, while adhering to TAT and work processes.*Approving internal process audits (RCSA) & process reviews for ensuring strict adherence to the process parameters/systems.*Front ending external & internal process audits.-Client Management*Ensuring continuous interaction with Clients to analyze requirements & provide customized services and ensuring business is set up as per their required guidelines and up to their satisfaction*Resolving escalated grievances and queries of clients on a day-to-day basis *Proactively engaging the client and seeking their inputs.* Preparing & presenting MBR/QBR effectively.* Looking at ways to influence and convince the clients to grow the existing business.Team Management* Handling a Team of Assistant Managers /Deputy Managers (operations), * Planning targets, monitoring numbers and achievements of overall targets on a daily, weekly and monthly basis to meet delivery requirements.* *Motivating & guiding team members to take up new challenges and setting new standards to be the best in the business. Show less

  • Transition Manager

    Sept 2010 - Nov 2012

  • Delivery Manager ( Operations)

    Jul 2010 - Aug 2011
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  IBM India Pvt Ltd

  Dec 2012 - Mar 2016

  Sr Manager Transition

  Ensure smooth transition and closure of projects . •Monitor/track/report progress against project plan. •Identify, raise and drive closure of issues in transition •Participate in steering committee meetings during transition phase •Participate in client meetings, presentations and workshops •To take full responsibility for the management of the wider transition team involving additional project management resource, internal technical resource, 3rd party suppliers, account team members and client stakeholders •Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues •Monitor the programme/project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented •Deliver all Service Transition Projects and Programmes in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting) , where the successful implementation of service resource skills and processes are just as critical to project success as technology. •Enjoy working with clients and teammates Show less

• 

  IBM India Private Limited

  Apr 2016 - Feb 2018

  Service Delivery Leader Business Operazions & Transition & Transformation Project Management
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  Ibm Pvt India Limited

  Jan 2018 - Oct 2021

  Sr SDL / Program Manager
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  Kyndryl

  Sept 2021 - now

  Global Program Manager - Digital Workplace Services