Operations Resume Examples - Download Now!

Koala
Mobile: 97******
Email: koala545***@gmail.com

Career Objective:
Seeking a interesting and challenging Middle Level portfolio in Telecom Operations, Process Management, Service Delivery, CRM, Quality, and Training & Development with a reputed organisation.

Trainings:
-Green Belt Trained (Lean & Six Sigma)
-COPC Certified
-ISO 9001:2008 Certified Lead Auditor

Employer:
-Tele Pvt. Ltd. as Sr. Operations Manager from 20** till present
-WELT Pvt. Ltd. as Team leader from 20** to 20**

Key Responsibilities Handled:
-Responsible for service delivery, assessing customer feedback & providing critical feedback.
-Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
-Identifying improvement areas & implementing measures to maximise customer satisfaction levels.
-Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
-Interacting with Support functions for staffing & scheduling requirements, performance reporting, etc.
-Managing customer service operations inclusive of conceptualising & implementing short / long term plans; managing teams with focus on excelling business targets & service delivery metrics.
-Preparing MIS reports & other statements with a view to apprise management of Process operations and assist in critical decision-making process.
-Conducting process reviews to enable strict adherence to process parameters and systems.
-Mapping client’s requirements; assisting in developing, implementing and transitioning, customising Processes in line with the guidelines specified by the client.
-Preparing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
-Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
-Overseeing a high-quality customer experience by elevating customer satisfaction through SLA adherence.
-Steering accomplishments of set quality standards in SLAs; conducting regular quality audits
-Compiling, reviewing & monitoring daily / weekly performance of TSR/CSR call quality.
-Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
-Performance Management,Motivating team members by nominating them for rewards & recognition;
-Determining training needs
-Conducting suitable training programs to enhance their operational efficiency leading to increased productivity.
-Steering operations of outsourced Post Paid Call Centre's (50 CSR) matrices as per established standards by Bharti via co-ordination with Shared Services & Partner/Vendor.
-Driving, initiating and implementing Process Enhancement programmes.
-AOP (OPEX) planning & implementation. CSMM planning & implementation.
-Partner Management/Vendor Management - Periodically reviewing partner's performance in business meetings.
-Achieving Compliance in Third Party Audits for Call Centre.
-Co-ordinating with different functions to resolve front-end escalations.
-Provide support to the Call Centre Team.
-Make monthly health check visits to the call centre.
-Acting as the Shift-Manager for 300 seater domestic telecom call centre
-Managing a team of 70 people providing customer care & resolutions.
-Overseeing compliance of all Operational processes by audits & future trends in view.

Achievements:
-Rewarded with additional responsibility K Line of Business because of significant achievements in Post-paid.
-Successfully completed a Yellow Belt Project on Call Quality elevating team Circle to Rank 2 Nationally Call Quality in Nov’07 in third party audits (Celtycs, Bangalore).
-Successfully lead a team to become National & achieved all Client parameters.
-Adeptly handled more than three circles with lingual challenges.

Academic credentials:
-B.Sc (Physics Hons.) from SM University with T%
-HSC from SM university with T%

Other trainings:
-Feedback & Coaching Skills
-Presentation Skills
-Body Language
-Transactional Analysis

Personal Details:
-DOB:02/04/19**
-Languages known:English,Hindi
-Hobbies:Painting,Singing
-Address:Delhi

Operations resume example 12-22-2012

Prasana XXXXXX
Email: prasxxxxxxxxx@yahoo.com
mobile: 98xxxxxxx


Experience Summary
-9+ years of experience in the Banking industry.
-I have good exposure to all areas of branch banking activities that include working in the cash department, funds transfer, remittances, opening and closure of liability and asset accounts.
-I have also worked in Loan processing and associated activities such as Risk assessment and provisioning.
-I have also worked in annual closure of accounts and have experience of compiling reports for statutory and internal audits.
-In back end operations, I have handled CMS(Cash management services), Remittance, MICR Clearing, EFT & ECS, Corporate Clients.


Technical Skills
-Has gained hands on experience in “ Flexcube” (core banking solution provided by Iflex Solutions), CashIn- Collection, Disbursement, interface manager and report manager modules.
-Had gained good understanding of Financial modeling using Ms-Excel and well versed with Ms-Office applications.


Professional Profile

Designation: Deputy Manager-OPERATIONS
Organization: XXXXXXXX

Description and Achievements:
-Joined XXXXX Bank during November 2006.
-Working as Deputy Manager of Clearing Department at Lakdikapul, Hyderabad.
-It is also BCP clearing office set up to attend to clearing operations if RBI is not available for any reason
-Leading a team of 55 staff members.
-Ensuring and responsible for processing inward and outward clearing instruments pertaining to 38 branches of xxxxxxxx bank situated in twin cities.
-Also responsible for ECS/NEFT transactions.
-Handling of Real Time Gross Settlement (RTGS) & Bulk Demand Drafts desk
-Laisioning with correspondent banks / SBI Group for purchase / Cancellation of drafts as per customer requests.
-Effective coordination of all departments (viz.CBDT,CREDITS cards, outstation , remittances.
-RTGS DESK,FIG) and their activities so as to ensure smooth flow of operations.
-Opened 64 accounts of member banks to meet unexpected and unwarranted crisis issues in the City.
-Managing the total volume of 40,000 instruments with the value more than Rs. 600 crores per day.
-Effective crisis management during integration of software (Finnacle to Iflex) at the time of merger of xxxxxx with xxxxxxx bank ensuring unaffected customer services
-Effectively handled the BCP operations of the Hyderabad Bankers clearing when RBI employees went on mass casual leave (20.02.2009).
-Maintaining cordial relationships with various departments in National Hub so as to ensure trouble free and effective functioning.
-Maintain good rapport with customers
-Maintain good relation with peers, staff, seniors, other member banks and branches.
-Ensure all activities are performed as per audit compliance.


Designation: Dy. MANAGER - Corporate Desk
Organization: XXXXXXXX

CMS Implementation / Corporate desk

Description:
-Leading a team of 5 members, involved in back office CMS Implementation for CMS products offered by xxxxx Bank Ltd, I report direct to AVP-operations-Hyderabad.
-Working closely with product & Relationship team for CMS-Collections & Disbursements- Implementation of post sale activities to the clients i.e. Corporate, ECG, FIG, Stk & Microfinance.
-Job profile involves implementation of Customized MIS, Handling CMS & Disbursement setup documents, Statement scheduling, client Visits (feedback on CMS products & Services), eNET banking.
-Thoroughly conversant in corporate account opening documents, KYC norm, Customized cheque books/Stationery processing.
-Liaise with Business, Client & Retail bulk cash department in setting up logistics, cash pick up & delivery.
-Liaise with other functional areas within WBO operation to ensure smooth functioning of the unit.
-Daily Client Interactions to meet there banking requirements, appraising bank products , monitoring and handhold of new relationships
-Liaising with Solution & Relationship managers ?for both pre & post sale activities
-Maintaining Daily track of customer queries & complaints ?for speedy resolution
-Coordinated ?with operations for transaction related queries for effective delivery to the customers.
-Handled Major corporate like ITC, Matrix Labs, Coromandel, Reliance Capital et al.


Designation: Field Officer
Organization: XXXXXXXX

Description:
-I was active in the sale of Loan products, Loans (Personal & Agri) and Trade Finance.
-I also took an active part in NPA recovery.
-Convincing customers to pay Over Drafts.
-Regular follow-ups of account, which are incomplete. Ensure proper record maintenance (Registers / Vouchers / Stub copies
-Actively participating ;in Internal Auditing. Attending Customer & Inter department queries.
-Maintaining, protecting, enhancing Brand image. Identify institution account and Strategically securing profitability business .
-Conceptualizing and implement business development strategies to enhance profitability


Designation: Cashier cum Clerk,
Organization: XXXXXXX

Description:
-I have worked in rural and semi-urban branches.
-I have worked in both manual and computerized environments.
-I have worked in all areas of Retail Banking, CMS, Remittances, Periodical reports section (MIS and statutory reporting),
-Authorize and check RO / SO entries, Check End of Reports ,Check Vouchers / reports for clearing transactions above 10 lacs, Vault / Key custodian.
-Ensure proper record maintenance (Registers / Vouchers / Stub copies)
-Reconciliation of clearing house and clearing suspense accounts.
-Checking of Supplementary and Day Book. Prompt feedback relating to the information asked by the customer.
-Maintaining, protecting, enhancing Brand image.
-Identify institution account and Strategically securing profitability business .
-Conceptualizing and implement business development strategies to enhance profitability


Leading Key Areas

Established operation process:
-Establishing effective operations process within the team which leads to minimize the errors and smooth functioning of work without any financial loss.

Monitoring the activities:
-Monitoring day to day activities by executing Maker and Checker concept.

Execution of Association new (Visa & MasterCard) mandates across processes:
-Attending the training session organized by association and executing necessary changes accordingly.

Relationship:
-Mapping client's requirements & providing best services to suit their requirements backed up by prompt after operations service.

Team Management:
-Providing direction, motivation & training to the team for ensuring optimum performance for all operational related issues.

PCI (Payment Card Industry) Compliance:
-Valuable Contribution towards PCI certification.

Commercials:
-Managing Client invoices as per terms and conditions of agreement.


Educational Qualification
-P.G.D.C.A,P.G. Diploma (Application Software) From xxxxx
-M.Sc, Master of Science from xxxxxxxx University
-B.Sc,Bachelor of Science from xxxxxxx University


Certifications
-Certified in Depository Module from xxx Mumbai (xxx).
-Certified in AML-KYC from xxxxx.
-Certified in BCCD from xxx Mumbai.


Achievements
-All processes bought in to place since acquiring business is new for this organization.
-Successfully achievement of agreed SLA by delivering inputs within TAT.
Rewarded with :
-Spot Award
-Nominated for the Reward and Recognition Award in the 1st year.
-Reward and Recognition Award towards Outstanding Commitment to Quality in the 2nd year.
-Rewarded for the valuable contribution in the Product launch which is mainly developed to handle end-to-end retail payments
-Rewarded for the Inspirational Boss


Personal Strengths
-Good Problem solving skills and good communication and interpersonal skills.
-Ability to work effectively and harmoniously in cross-cultural team.
-Willingness to put in extra efforts to meet deadlines.


Personal Information
-Date Of Birth:
-Languages Known:
-Address :

Swati Das 11-27-2012

Prasana XXXXXX
Email: prasxxxxxxxxx@yahoo.com
mobile: 98xxxxxxx


Experience Summary
-9+ years of experience in the Banking industry.
-I have good exposure to all areas of branch banking activities that include working in the cash department, funds transfer, remittances, opening and closure of liability and asset accounts.
-I have also worked in Loan processing and associated activities such as Risk assessment and provisioning.
-I have also worked in annual closure of accounts and have experience of compiling reports for statutory and internal audits.
-In back end operations, I have handled CMS(Cash management services), Remittance, MICR Clearing, EFT & ECS, Corporate Clients.


Technical Skills
-Has gained hands on experience in “ Flexcube” (core banking solution provided by Iflex Solutions), CashIn- Collection, Disbursement, interface manager and report manager modules.
-Had gained good understanding of Financial modeling using Ms-Excel and well versed with Ms-Office applications.


Professional Profile

Designation: Deputy Manager-OPERATIONS
Organization: XXXXXXXX

Description and Achievements:
-Joined XXXXX Bank during November 2006.
-Working as Deputy Manager of Clearing Department at Lakdikapul, Hyderabad.
-It is also BCP clearing office set up to attend to clearing operations if RBI is not available for any reason
-Leading a team of 55 staff members.
-Ensuring and responsible for processing inward and outward clearing instruments pertaining to 38 branches of xxxxxxxx bank situated in twin cities.
-Also responsible for ECS/NEFT transactions.
-Handling of Real Time Gross Settlement (RTGS) & Bulk Demand Drafts desk
-Laisioning with correspondent banks / SBI Group for purchase / Cancellation of drafts as per customer requests.
-Effective coordination of all departments (viz.CBDT,CREDITS cards, outstation , remittances.
-RTGS DESK,FIG) and their activities so as to ensure smooth flow of operations.
-Opened 64 accounts of member banks to meet unexpected and unwarranted crisis issues in the City.
-Managing the total volume of 40,000 instruments with the value more than Rs. 600 crores per day.
-Effective crisis management during integration of software (Finnacle to Iflex) at the time of merger of xxxxxx with xxxxxxx bank ensuring unaffected customer services
-Effectively handled the BCP operations of the Hyderabad Bankers clearing when RBI employees went on mass casual leave (20.02.2009).
-Maintaining cordial relationships with various departments in National Hub so as to ensure trouble free and effective functioning.
-Maintain good rapport with customers
-Maintain good relation with peers, staff, seniors, other member banks and branches.
-Ensure all activities are performed as per audit compliance.


Designation: Dy. MANAGER - Corporate Desk
Organization: XXXXXXXX

CMS Implementation / Corporate desk

Description:
-Leading a team of 5 members, involved in back office CMS Implementation for CMS products offered by xxxxx Bank Ltd, I report direct to AVP-operations-Hyderabad.
-Working closely with product & Relationship team for CMS-Collections & Disbursements- Implementation of post sale activities to the clients i.e. Corporate, ECG, FIG, Stk & Microfinance.
-Job profile involves implementation of Customized MIS, Handling CMS & Disbursement setup documents, Statement scheduling, client Visits (feedback on CMS products & Services), eNET banking.
-Thoroughly conversant in corporate account opening documents, KYC norm, Customized cheque books/Stationery processing.
-Liaise with Business, Client & Retail bulk cash department in setting up logistics, cash pick up & delivery.
-Liaise with other functional areas within WBO operation to ensure smooth functioning of the unit.
-Daily Client Interactions to meet there banking requirements, appraising bank products , monitoring and handhold of new relationships
-Liaising with Solution & Relationship managers ?for both pre & post sale activities
-Maintaining Daily track of customer queries & complaints ?for speedy resolution
-Coordinated ?with operations for transaction related queries for effective delivery to the customers.
-Handled Major corporate like ITC, Matrix Labs, Coromandel, Reliance Capital et al.


Designation: Field Officer
Organization: XXXXXXXX

Description:
-I was active in the sale of Loan products, Loans (Personal & Agri) and Trade Finance.
-I also took an active part in NPA recovery.
-Convincing customers to pay Over Drafts.
-Regular follow-ups of account, which are incomplete. Ensure proper record maintenance (Registers / Vouchers / Stub copies
-Actively participating ;in Internal Auditing. Attending Customer & Inter department queries.
-Maintaining, protecting, enhancing Brand image. Identify institution account and Strategically securing profitability business .
-Conceptualizing and implement business development strategies to enhance profitability


Designation: Cashier cum Clerk,
Organization: XXXXXXX

Description:
-I have worked in rural and semi-urban branches.
-I have worked in both manual and computerized environments.
-I have worked in all areas of Retail Banking, CMS, Remittances, Periodical reports section (MIS and statutory reporting),
-Authorize and check RO / SO entries, Check End of Reports ,Check Vouchers / reports for clearing transactions above 10 lacs, Vault / Key custodian.
-Ensure proper record maintenance (Registers / Vouchers / Stub copies)
-Reconciliation of clearing house and clearing suspense accounts.
-Checking of Supplementary and Day Book. Prompt feedback relating to the information asked by the customer.
-Maintaining, protecting, enhancing Brand image.
-Identify institution account and Strategically securing profitability business .
-Conceptualizing and implement business development strategies to enhance profitability


Leading Key Areas

Established operation process:
-Establishing effective operations process within the team which leads to minimize the errors and smooth functioning of work without any financial loss.

Monitoring the activities:
-Monitoring day to day activities by executing Maker and Checker concept.

Execution of Association new (Visa & MasterCard) mandates across processes:
-Attending the training session organized by association and executing necessary changes accordingly.

Relationship:
-Mapping client's requirements & providing best services to suit their requirements backed up by prompt after operations service.

Team Management:
-Providing direction, motivation & training to the team for ensuring optimum performance for all operational related issues.

PCI (Payment Card Industry) Compliance:
-Valuable Contribution towards PCI certification.

Commercials:
-Managing Client invoices as per terms and conditions of agreement.


Educational Qualification
-P.G.D.C.A,P.G. Diploma (Application Software) From xxxxx
-M.Sc, Master of Science from xxxxxxxx University
-B.Sc,Bachelor of Science from xxxxxxx University


Certifications
-Certified in Depository Module from xxx Mumbai (xxx).
-Certified in AML-KYC from xxxxx.
-Certified in BCCD from xxx Mumbai.


Achievements
-All processes bought in to place since acquiring business is new for this organization.
-Successfully achievement of agreed SLA by delivering inputs within TAT.
Rewarded with :
-Spot Award
-Nominated for the Reward and Recognition Award in the 1st year.
-Reward and Recognition Award towards Outstanding Commitment to Quality in the 2nd year.
-Rewarded for the valuable contribution in the Product launch which is mainly developed to handle end-to-end retail payments
-Rewarded for the Inspirational Boss


Personal Strengths
-Good Problem solving skills and good communication and interpersonal skills.
-Ability to work effectively and harmoniously in cross-cultural team.
-Willingness to put in extra efforts to meet deadlines.


Personal Information
-Date Of Birth:
-Languages Known:
-Address :

Swati Das 11-27-2012