Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Shreejith Nair

Navi Mumbai

Summary

Business Leader proven to develop and implement business management initiatives. Creates business strategies, allocates resources, finds ways to increase productivity and assesses employee performance. Bridges communication between partners and suppliers with strong business acumen and managerial abilities.

Overview

12
12
years of professional experience

Work History

Business Process Lead

SBI YONO Project For Tata Consultancy Services
12.2023 - Current
  • TCS is revamping YONO digital banking application for State Bank of India (SBI).
  • TCS as a partner is building, supplying the application along with this will be overseeing the operations, support and maintenance.
  • PMO team focus on Non-Delivery part of this project which includes Onboarding, Offboarding, Dashboard Management, Procurement, Rights Management, Compliance and Admin related activities etc.
  • Regular client interaction on all non delivery activities.
  • Handing a team of 8 associates.
  • Coordinated weekly meetings with internal and external stake holders.

Business Process Lead

ION Audit For Tata Consultancy Services
01.2021 - 11.2023
  • Coordinated weekly meetings for internal stake holders of TCS iON.
  • Protects assets by ensuring compliance with internal control procedures and regulations.
  • Ensures compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
  • Verifies assets and liabilities by comparing items to documentation.
  • Completes audit workpapers by documenting audit tests and findings
  • Appraises adequacy of internal control systems by completing audit questionnaires.
  • Maintains internal control systems by updating audit programs and questionnaires, and recommending new policies and procedures.
  • Communicates audit findings by preparing a final report and discussing findings with auditees.
  • Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.
  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications and content, and participating in professional societies.

Business Process Lead

Call Monitoring Process, Tata Consultancy Services
01.2017 - 01.2021
  • Built strong relationships with customers through positive attitude and attentive response.
  • Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
  • Coordinated weekly meetings for internal and external stake holders.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
  • Set aggressive targets for employees to drive company success and strengthen motivation
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs
  • Involve in Audit related activities to make team was always compliant
  • Involve in Monthly Business Review with Onshore Clients and TCS Internal Business Clients

Customer Service Subject Matter Expert

Call Monitoring Process, Tata Consultancy Services
01.2016 - 12.2016
  • Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Teams' performance was enhanced by closing process gaps, which enabled them to meet monthly KPI targets
  • Redesigned the Process SOP and the organizational framework for carrying out QA-related tasks effectively in order to meet the monthly target of 100% compliance
  • Participate on weekly calls with onshore clients to discuss performance updates week over week
  • Educating or training staff members on new information promptly acquired from clients
  • Resolving issues pertaining to the project in the domain of expertise
  • Supplying the project team with input as deliverables are being created, tested, and implemented
  • Reduced average call hearing by creating effective troubleshooting guides and resources for agents.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Associate

Call Monitoring Process, Tata Consultancy Services
01.2013 - 12.2015
  • Quality Assurance Analyst (QA Analyst) is responsible for assessing quality performance of CITI Bank's contact center employees who deal with existing and potential Members.
  • To monitor inbound and outbound calls responses to assess
    communication technical accuracy, Member service performance, and conformity to CITI Bank's policies and procedures
  • Develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance overall Member Experience.
  • To use quality monitoring data management system to compile and track performance at team and individual level
  • Coordinate and facilitate call calibration sessions with our clients in CITI Bank North America region

Education

Bachelor's in Computer Application -

Yashwantrao Chavan Maharashtra Open University
Pune
05.2012

Skills

  • Team Building and Motivation
  • Operational Excellence
  • Data-driven decision-making
  • Process improvement expertise
  • Performance Metrics Development
  • Excellent Communication
  • Team Leadership
  • Effective Communication
  • Adaptability and Flexibility
  • Decision-Making

Languages

English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Elementary (A2)
Malayalam
Upper intermediate (B2)

Timeline

Business Process Lead

SBI YONO Project For Tata Consultancy Services
12.2023 - Current

Business Process Lead

ION Audit For Tata Consultancy Services
01.2021 - 11.2023

Business Process Lead

Call Monitoring Process, Tata Consultancy Services
01.2017 - 01.2021

Customer Service Subject Matter Expert

Call Monitoring Process, Tata Consultancy Services
01.2016 - 12.2016

Associate

Call Monitoring Process, Tata Consultancy Services
01.2013 - 12.2015

Bachelor's in Computer Application -

Yashwantrao Chavan Maharashtra Open University
Shreejith Nair