Hi, I’m
Koushik Banerjee
Service Delivery Manager
Hyderabad
Summary
Growth-oriented Service Delivery Manager with 17+ years of experience in IT & Market Analytics. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
18
years of professional experience
2
Certifications
Work History
Tata Consultancy ServicesHyderabad
Service Delivery Manager
4 2019 - Current
Job overview
- Led cross-functional teams (Team size-5-10) to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints .
- Developed 4+ comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Handled escalations over 100-200 customer issues effectively during tenure, resolving problems swiftly while preserving positive relationships where possible.
- Evaluated and implemented new technologies or process enhancements for continuous improvement opportunities , staying current with industry trends and advancements.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
- Evaluated existing processes and workflows, identifying areas for optimization and implementing changes for improved results.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction .
- Organized company-wide training sessions on topics such as effective communication skills or conflict resolution techniques to enhance overall team efficiency.
- Streamlined recruitment process by implementing centralized applicant review system , reducing time-to-hire and improving interviewer experience.
Tata Consultancy ServicesHyderabad
Technical Lead
11.2015 - 03.2019
Job overview
- Managed and worked on SAP user administration process in ECC 6 system
- Solved functional and technical obstacles and worked closely with project team from different streams.
- Reduced project delivery times by effectively prioritizing tasks and delegating responsibilities among all team members.
- Configured roles, authorizations, and user access controls in SAP systems.
- Optimized resource allocation by tracking individual workloads across multiple projects concurrently.
- Role and Authorization Management : Managed SAP roles and authorizations, ensuring that user access aligns with job responsibilities
- Sound Knowledge in GRC 10.1 system
- Implemented internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency .
- Helped in audit and annual reviews, Conducted regular security audits to identify vulnerabilities and assess effectiveness of security measures
- Implement and maintain controls to address SoD violations
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Streamlined processes for improved workflow efficiency within project thereby resulting in increased overall efficiency and productivity of team .
Hibu India Pvt. LtdHyderbad
Team Manager
01.2012 - 10.2015
Job overview
- Developed high-performing team by recruiting top talent, providing ongoing training, and fostering positive work environment.
- Reduced average query handling time by 15 mins./ query . with targeted coaching and performance monitoring.
- Conducted regular performance evaluations , providing constructive feedback to drive professional growth within team.
- Maintained customer satisfaction (>95) with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands
- Analyzed customer feedback data to identify trends and areas for improvement , driving continuous enhancement of services provided.
- Worked across various platforms to create, generate, manage and schedule systematic reports for multiple stakeholders.
- Performed competency gap analysis and trained and mentored individuals with lagging skills.
Data Marshall IncHyderabad
Project Lead
01.2010 - 12.2011
Job overview
- Mitigated risks proactively through continuous monitoring of project progress and addressing potential issues swiftly.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications
- Optimized survey design for maximum response rates and unbiased data collection.
- Conducted internal process audits to ensure no data leakage (2 per year)
- Utilized advanced statistical techniques to analyze complex data sets, revealing key patterns and trends .
- Evaluated new market opportunities by conducting feasibility studies and assessing potential risks rewards .
- Responsible for reviewing annual performance of team.
- Prepared training calendars – soft skills & technical skills.
Kantar OperationsHyderabad
Team Leader
10.2006 - 1 2010
Job overview
- Identified key trends and patterns within US electronic ad industry through meticulous data analysis .
- Conducted focus groups to gather valuable consumer feedback, resulting in actionable recommendations for product improvements .
- Trained 15+ new market research Associates on best practices for data collection, analysis and reporting methods.
- Delivered insightful presentations to stakeholders that clearly articulated key findings from extensive market analyses , resulting in informed decision-making across departments.
- Increased brand awareness through targeted market research initiatives and strategic recommendations.
- Assisted clients in identifying target markets through demographic profiling, psycho-graphic analysis, and focus group facilitation.
Nipuna ServicesHyderabad
Technical Support Executive
07.2006 - 10.2006
Job overview
- Answer phones calls and provide excellent customer service in timely and efficient manner
- Provide problem analysis and resolve customer issues with aid of available helpdesk tools (e.g. help files and knowledge base articles.
- Ensure accurate call comments are entered and appropriate information is provided in escalated calls.
- Ensure 100% call standards are maintained with respect to greeting, problem identification, proposed solution and conclusion.
- Collaborate with team members on knowledge transfer, support policies, procedures and standards
- Delivered exceptional customer service(>98) to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences .
Education
Dr. LB CollegeVishakhapatnam
Bachelor of Science from Biotechnology
04.2003 - 06.2006
Beacon SchoolChattisgarh
No Degree from Intermediate
04.2002 - 03.2003
University Overview
- Relevant Coursework Completed : Diploma in computer applications
De-Nobili SchoolJharkhand
No Degree from SSC
03.1999 - 03.2000
Skills
Team Building & People Management
Continuous Improvement
Leadership
Policies and procedures
Client Relationship Management
Customer Engagement
Operations Support
Resource Allocation
Data Analytics
Training and coaching
Customer Satisfaction
Documentation
Problem-Solving
Business Process Analysis
Requirements Analysis
Accomplishments
- Certified ITIL V3 Foundation, SIAM Professional and Google Project Management .
- Multiple award in TCS for maintaining all delivery KPI's and executing smooth operations process.
- TCS Internal project management & Leadership certified
- TCS silver certified mentor
- Earned the “ Best Team ” Award in 2021 for effectively streamlining all operations process in the account.
- Earned the “ Star Performer ” Award in 2015 for providing exception customer service.
- Used Microsoft Excel to develop asset/resource tracking spreadsheets.
- Bronze & Silver Awards for best lead in Kantar during 2006 to 2010
Certification
ITIL V3
Timeline
Technical Lead
Tata Consultancy Services
11.2015 - 03.2019
Team Manager
Hibu India Pvt. Ltd
01.2012 - 10.2015
Project Lead
Data Marshall Inc
01.2010 - 12.2011
Team Leader
Kantar Operations
10.2006 - 1 2010
Technical Support Executive
Nipuna Services
07.2006 - 10.2006
Dr. LB College
Bachelor of Science from Biotechnology
04.2003 - 06.2006
Beacon School
No Degree from Intermediate
04.2002 - 03.2003
De-Nobili School
No Degree from SSC
03.1999 - 03.2000
Service Delivery Manager
Tata Consultancy Services
4 2019 - Current