Subhranil Majumder

Experience

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  EXL

  Oct 2001 - Jan 2003

  Customer Care Executive
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  Hero ITES. Core BPO and IT&T

  Feb 2003 - Mar 2007

  Team Leader & Sr Team Member

  Managed a team size of 15 associates for an outbound calling process of selling utility services (gas and electricity) for a leading Power Supply company in UK

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  Bank of America

  Jun 2007 - Jan 2015

  Manager

  OPEX Black Belt role:I supported BoA's Global Market Operations and Middle Office (GMOMO) function focusing on the Securities (Asset Services), Interest Claims & Cash Management, and Brokerage (AP & AR) verticals. My deliverables broadly included identifying improvement opportunities in process metrics (GB & Lean projects); drive Lean and Kaizen initiatives on the floor; review and maintain BPM documents; interact with business partners for strategic decision making; assist in risk mitigation and metric management.Key Projects supported & undertaken:a) GB1(Self): Reduce Average Handle Time in resolving Hardship Claims in GWIMProject benefit: AHT reduced from 24 min to 17 min resulting in 4 FTE benefitb) GB2: Reduction in manual amendments in Brokerage reconciliationc) GB3: Reduction in Trade corrections in GCM (Global Commission Management) ReconciliationManager Operations role:Global Wealth and Investment Management - Retirement ServicesRetirement Services was the first process to be migrated from Merrill Lynch, post its acquisition by Bank of America. I traveled to USA with a team of 3SME’s and executed smooth transition of the process ensuring end to end Knowledge Transfer, tools &application accessibilities, data collection and sharing plan, target base lining and toll gate sign off.The process deal with 401k accounts (equivalent to PF accounts in India) maintenance of large business houses enlisted with Merrill Lynch and is sub-processed into:Hardship: Underwriting of Hardship claimsPayroll: Record keeping and reconciliation of 401K accountsE-mail Customer Care: Provided banking solutions to checking and current account holders of Bank of America and its affiliates. The work involved excessive research and high level of accuracyE-mail & Pass code Blend (EPE Blend): Pass Code is on Chat domain where the team provides resolution to customers with their log-in ID and password for online banking and other related issues Show less

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  Sutherland

  Feb 2015 - Feb 2017

  Senior Manager Operational Excellence

  Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. Operational in 19 countries across the globe, in India, SGS has its presence in Chennai, Hyderabad, Bangalore, Mumbai, Pune and Kochi The organization follows COPC framework to manage standardized performance across the globe. As OE site lead, I am responsible for performance delivery and process excellence for 30+ programs (approx head count of 1500), operating out of three sites in Chennai. Domains covered are tech support, telecom, retail, travel, banking and collections with mode of operations as voice (in-bound and out bound), chat, e-mail and backend.Key Projects initiated / executed:a) Currently mentoring 3 Green Belt projects and leading 3 High Impact projects on Bonus maximization. Expected benefit from the projects is around $0.4 milb) NRR (negative response rate) reduction and AHT reduction in Retail verticalc) Black Belt project initiated to reduce Repeats (Customer call back) for one of the chat based Technical support program. Project in Analyze phased) AHT and hold time reduction in Travel processe) Part of six sigma Lean and Green Belt training teamf) Designed six sigma and Lean training modules for Team Leads and Assistant Managers Show less

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  Concentrix

  Feb 2017 - Jul 2022

  Group Leader, Delivery Excellence

  Six-sigma engineer, customer-centric, goal-focused and organized; delivering world-class quality via programs on LEAN, BPM, Six-sigma philosophy, theory, applications, tools & change tactics. Supported businesses across US, UK, India, EMEA & Australia, in:• Leading Innovation & Transformation • Redesigning & Implementing Operating structures • Implementing and integrating Lean Six Sigma process re-engineering, Analytics & RPA• Training design & delivery• Service Delivery Show less

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  Cognizant

  Nov 2022 - now

  General Manager (Associate Director), Process Excellence