Dilip Polpakkara

Experience

• 

  Godrej & Boyce Mfg. Co. Ltd.

  Sept 1998 - Jan 2000

  Sales Executive
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  Whirlpool of Inda

  Feb 2000 - Nov 2000

  Territory Executive
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  Standard Chartered

  Dec 2000 - Aug 2003

  Customer Services Manager , PFC
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  ICICI Bank

  Sept 2003 - May 2007

  • Branch Manager, Civil Lines Branch

    Jun 2006 - May 2007

  • Branch Manager - Chowk Branch

    May 2005 - Jun 2006

  • Branch Operations Manager - Gomti Nagar Branch

    Sept 2003 - Apr 2005
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  ICICI Bank

  Jul 2007 - Aug 2011

   As CBM, played a pivotal role in initiating and steering all business plans/activities to achieve the business targets through Bank branches set by the bank.  A set of 5 to 7 branches were under one cluster with approximately 55 to 70 branch team members. Responsible for customer service, branch operations, internal audits, single point of contact for RBI liasoning. Launched and rolled out 5 new branches in Kottayam Cluster in 2008. Successfully attained a ‘7 STAR’ rating of 95% in Internal audit of Nov’09 for Kottayam, CBM Branch, one of the highest for its category of branches.  Bagged ‘STAR Trainer Award’ announced by the BLP team for the year 2008. Show less

  • Cluster Branch Manager

    Mar 2008 - Aug 2011

  • Regional Training Manager

    Jul 2007 - Mar 2008
• 

  Tata Consultancy Services

  Sept 2011 - now

   Responsible for overall management and citizen delivery of passport services from 13 Passport Seva Kendras (PSKs) spread across the state of Kerala. Responsibility includes PSK infrastructure, administration, finance & accounts, manpower and relationship management with various stakeholders. Managing the large scale citizen service delivery effectively through a team of 290 associates spread across the 13 Kerala PSKs. Kerala was the 1st state in India to process more than 1 Mio passports in 2014 & in 2015 processed 1.15 Mio passports. Manage the relationship with the Senior Government Officers at the Regional Passport Offices (RPO) in Kerala state and Ministry of External Affairs. Work closely with the 14 District Police Head Quarters for effective Police Verification process for a faster and efficient dispatch of passports to the citizens. Single point of contact for managing the entire PSP business in Kerala, which includes including the client, landlords, vendors and all other stakeholders. Coordination and liasoning with other State Government agencies, Postal department, State Bank of India, Corporations, Municipalities, Public representatives like MPs & MLAs for the efficient functioning of the PSKs. Engaging closely with the various Media agencies to ensure regular PSK Walkthroughs and highlight the achievements of the project / PSKs to the citizens. Successfully handled the Parliamentary Standing Committee on External Affairs visit to Trivandrum PSK in July 2016. The MPs shared their appreciation with the PSK infrastructure, operations & citizen service delivery and appreciated the same with Passport Officer. Led ISO Certification (ISO 9001:2008 and ISO 27001:2013) process for the Kerala PSKs. This involved imparting training to all the Kerala PSKs & RPO staffs, documentation process, conducting internal audits and finally NISG certification audit which lead to the triple ISO certifications to the Passport Seva Project in May 2015. Show less  Key player in Role out and launching of PSK Operations in the state of Kerala in 2011 & 2012.- Planning, organizing & implementation of the PSK role out strategy in Kerala State. With 13 PSKs & 4 RPOs, Kerala had maximum PSKs and RPOs amongst all the states Pan India.- Worked closely with the 4 RPOs, District / State Police Headquarters, India Post and other Central and local State Government agencies during the role out Phase. - Completed selection, recruitment, training & deployment of the 350+ associates at the 13 Kerala PSKs within the stipulated time frame. - Monitoring and Tracking of GO-LIVE tracker (Manpower, operational, finance, admin line items ... etc) on a daily basis with the PSKs before, during and after the PSKs were operationalized.- Successful completion of NISG Audit at the 13 Kerala PSKs. Initiated Change Management at the 4 Regional Passport Offices (RPOs) which transitioned the RPOs from the legacy system to the Passport Seva Project (PSP) system. Apart from the synergy meetings, trainings and discussion sessions were held for the government officers to enable them for this massive change. As Cluster Head, responsible for overall management and delivery of passport services from 13 Passport Seva Kendras (PSKs) spread across the state of Kerala. Ensured governance structure at the Kerala PSKs is robust and efficient. Selected as the winner of Best Project Manager / Program Manager in GISU for H2 FY 2012-2013 for the effective Roll out & implementation of Passport Seva Project in such a large scale and complex State like Kerala. Show less

  • Project Manager

    Apr 2016 - now

  • Regional Head - Business Operations , Passport Seva Project

    Aug 2014 - Mar 2016

  • Cluster Head - Business Operations, Passport Seva Project

    Sept 2011 - Jul 2014