Somnath Chatterjee
Manager Operations
Kolkata
Summary
Results-oriented business leader with experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Overview
6
6
years of post-secondary education
15
15
years of professional experience
Work History
Operations Manager
Tech Mahindra, Hyderabad
2018-07 - Current
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 300+ members management team with related direct reports.
- Evaluated upcoming program plans to forecast expected resource needs.
- Implemented policies and standard operating procedures for continuous improvement.
- Boosted team performance with enhanced employee evaluation processes.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
- Implemented ticket tracking system and worked with the team to create customized system for improved tracking and logging of work issues.
- Maximized productivity and management systems by establishing specific goals and managing operations.
Delivery Manager
Tata Consultancy Services, Kolkata
2008-07 - 2018-06
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Supported customers via telephone, email and at sites to handle escalations and product concerns.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Managing Quarterly and Monthly Review with Clients
- Managing P&L, cost reduction
- Preparing Incentive model for the team
- People Management & Development
Executive Operations
IBM Concentrix
2007-04 - 2008-07
- IBM Daksh (Now Concentrix), Kolkata.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
Customer Support Associate
Sparsh BPO Services Limited
2006-02 - 2007-03
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor in Commerce - Commerce
Triveni Devi Bhalotia College
2002-05 - 2005-08
MBA - Operations
Mohanlal Sukhodia University
2014-06 - 2016-09
Skills
Quality Control
Transition Management
Strategic Planning
Work flow planning
Budgeting and forecasting
Cost reduction strategies
Complex problems analysis
Superb time management skills
Performance Evaluations
Unsurpassed work ethic
Business Development
Employee relations and conflict resolution
Cross-functional communications
Accomplishments
- Successfully completed a SIX SIGMA Green Belt project with a hard saving of ~8 million AUD for an Australian client.
- Won the Best Team Leader Award twice in the year 2009 and 2013 from client.
- Travelled onsite (Melbourne, Australia) 4 times for Quarterly business review and transitioning new work.
- Stayed at Manila, Philippines (BCP site) for a month to manage transition of critical work from Kolkata, India.
- Managing back office operations for an Australian Utility client.
- Won the AXIA award for Tech Mahindra in Q4 of FY 19-20 (Prevention of Revenue leakage for client)
- Won the Exchange ion award for the year 2020
- Rewarded the Best Manger award in the Year 2019
References
Personal Reference:
Name: Amitava Moulick
Relation: Brother in Law
Work for: IBM, Brno (Czech Republic)
Mob: (+420) 775 544 926
Professional Reference:
Name: Senthil Sugunan
Relation: Manager
Work for: Netgear as Delivery Lead, India
Mob: (+91) 9791078607
Timeline
Operations Manager
Tech Mahindra, Hyderabad
2018-07 - Current
MBA - Operations
Mohanlal Sukhodia University
2014-06 - 2016-09
Delivery Manager
Tata Consultancy Services, Kolkata
2008-07 - 2018-06
Executive Operations
IBM Concentrix
2007-04 - 2008-07
Customer Support Associate
Sparsh BPO Services Limited
2006-02 - 2007-03
Bachelor in Commerce - Commerce
Triveni Devi Bhalotia College
2002-05 - 2005-08