Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic
Sandeep Chatterjee

Sandeep Chatterjee

Manager Ops
Hyderabad

Summary


  • Team and Performance Management
  • Hire and Develop
  • Leadership Business Reviews
  • Conflict Management and Escalation Handling
  • Process and Metric Improvements
  • People and Career Development
  • Fraud Investigation, Mitigation and Saving
  • Project Mentoring
  • Customer Service- Voice and Back Office
  • Banking and Financial

Overview

20
20
years of professional experience
4007
4007
years of post-secondary education

Work History

Manager Ops TSE - Reported Abuse

Amazon Development Centre India Pvt. Ltd
06.2017 - Current
  • Handling a Team of 20+ Members, 2 L4ICs- Individual Contributors and 8- LEAD Managers- Interim
  • Team handles Investigations from Sellers/Rights Owners and Brands to resolve Infringement and Vendor queries.
  • Managing Site level Talent Review with Managers and Site Lead
  • Managing Site Level Productivity and Quality for improvement in metric.
  • Conducting Leadership Review
  • Automation onboarding to Quicksight, Power BI and Tableu
  • As part of People Pillar, driving Mental Health Well-Being of Employees, LEAD (Leadership Excellence and Development) which prepares Individual Contributors to Managers through various Ops skill trainings and development and Project LEAP (Learn. Enable. Accelerate. Performance) at WW Level which focuses complete learning and development need for Investigators at all level YoY.
  • Received multiple 'People Champion' and 'Circle of Excellence' awards and special award for working towards career development of employees with the help LEAP Program which involved L4s, L5s and Investigators.

Assistant Manager for Back Office Operations for Uber Account

Concentrix India Pvt. Ltd
08.2016 - 06.2017
  • Company Overview: Wheelz- Uber
  • Handling a team of 21 FTE & 1 SME
  • The team handles queries from Uber Partners & Drivers based in US & Canada
  • Manage Daily Reporting, C-SAT Analysis, Performance appraisals & Connect
  • Managing Strategic Learning Plan for associate development
  • Conducting Calibration Calls with the QA/LOB
  • Working on the MIS reports (Break Adherences report/Login-Logout Report/Back office Cases processed Report
  • Handling Escalations
  • Wheelz- Uber

Assistant Manager for Customer Service Inbound & Email Servicing

CHoice (Canara HSBC OBC Life Insurance Company)
04.2015 - 08.2016
  • Company Overview: Resolution Center
  • Handling a team of 20 FTE,1QA & 1Team Leader
  • The team handles queries from the customers on calls & email regarding their policies.
  • Manage daily reporting, C-SAT Analysis, VOC, NPS, Detractor & Promoter Survey Analysis and Improvement.
  • Work with different teams to get the query resolved for the customers.
  • Managing Strategic Learning Plan for associate development.
  • Conducting calibration calls with the QA/LOB.
  • Working on the MIS reports (Break Adherences report/Login-Logout Report/Back office Cases processed Report
  • Handling Escalations
  • Resolution Center

Team Developer (Supervisor)

Bank of America-BA Continuum India Pvt. Ltd
07.2007 - 04.2015
  • Handling MBNA UK Credit Card Fraud Detection, Recovery & Inbound Authorization Calls Process
  • ECS-Fraud Back Office Process: Fraud Back office is a blended process of taking authorization calls of 6 types & processing backline cases which consists of 8 queues split in 24/7 timeline. Cases are processed based on SOP designed and process updates shared by LOB with different TAT. Handling a team of 12 associates in 3 shifts in a monthly rotation.
  • Daily process update calls to share previous day’s performance on basis of process metrics to all levels management and LOB
  • Handling Escalations on transactions & authorization calls
  • Working on the MIS reports (Break Adherences report/Login-Logout/ASA Report, Auth Calls Report/Back-office Cases processed Report
  • Conducting monthly/quarterly business review with management & LOB
  • LOB Calibration and interaction.
  • Monthly Dashboard meeting for performance and review with the leadership team.
  • Managing team performance through contests.
  • Pay for Performance 6 monthly/Annual appraisals with team.
  • Monthly one-o-one, IDP management and career planning of associates.
  • Managing Strategic Learning Plan for associate development
  • Conducting calibration calls with the QA/LOB
  • Conducting BCP tests, updating BPM (Business Process Management) for process governance reviews, CTC/KRI & FMEA updation.
  • I have successfully completed 2 Lean Projects (JDI) on time saving & lean
  • I have achieved recognition for my consistent performance and have received Awards like Bronze, Gold & Platinum Awards.
  • I was the Lean & Six Sigma, Risk & End To End Business SPOC for the process
  • Successfully migrated Communications Hub for Fraud India team in Feb & July’14

Process Associate

Genpact Ltd
10.2005 - 06.2007
  • Joined Genpact Ltd) as a Process Associate in October ’05 for GCF UK Process
  • GCF UK dealt with store card & bankcards customers services for big names like Harrods & Debenhams across UK and promoting Halifax Bank of Scotland Loans (HBOS) for customers in financial difficulties.
  • Taking inbound customer services for GE Money Card Holders in UK
  • Handling customer queries regarding credit card transactions
  • Upgrading cards & maintaining customer’s accounts.
  • Ensure call resolution in minimum Average Handling Time

Education

Graduate - Commerce

C.S.J.M (Kanpur University)

Higher Secondary - Accounting

Dayawati Modi Public School
Raebareli, India

High School - Commerce

Dayawati Modi Public School
Raebareli, India

Skills

  • Team Management

  • Performance Reviews

  • Coaching

  • Business Reviews

  • Escalation Handling

  • Process Improvements

  • People Development

  • Fraud Investigation & Mitigation

  • Banking- Credit Card

  • Project Mentoring

  • Customer Service

  • Handling KYC- Seller Accounts

  • MS Office

  • MS Word

  • MS Excel

  • MS Powerpoint

  • Quicksight

  • Power BI

Interests

World Music, Football and Culinary

Timeline

Manager Ops TSE - Reported Abuse

Amazon Development Centre India Pvt. Ltd
06.2017 - Current

Assistant Manager for Back Office Operations for Uber Account

Concentrix India Pvt. Ltd
08.2016 - 06.2017

Assistant Manager for Customer Service Inbound & Email Servicing

CHoice (Canara HSBC OBC Life Insurance Company)
04.2015 - 08.2016

Team Developer (Supervisor)

Bank of America-BA Continuum India Pvt. Ltd
07.2007 - 04.2015

Process Associate

Genpact Ltd
10.2005 - 06.2007

Graduate - Commerce

C.S.J.M (Kanpur University)

Higher Secondary - Accounting

Dayawati Modi Public School

High School - Commerce

Dayawati Modi Public School

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Sandeep ChatterjeeManager Ops