Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Manager

Somnath Chatterjee

Manager Operations
Kolkata,WB

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
Hyderabad, Telengana
07.2018 - 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
Kolkata, WB
07.2008 - 06.2018
  • 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
Kolkata, WB
04.2007 - 07.2008
  • 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
Kolkata, WB
02.2006 - 03.2007
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Bachelor in Commerce - Commerce

Triveni Devi Bhalotia College
Raniganj, India
05.2002 - 08.2005

MBA - Operations

Mohanlal Sukhodia University
Udaipur, India
06.2014 - 09.2016

Skills

Quality Controlundefined

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
07.2018 - Current

MBA - Operations

Mohanlal Sukhodia University
06.2014 - 09.2016

Delivery Manager

Tata Consultancy Services, Kolkata
07.2008 - 06.2018

Executive Operations

IBM Concentrix
04.2007 - 07.2008

Customer Support Associate

Sparsh BPO Services Limited
02.2006 - 03.2007

Bachelor in Commerce - Commerce

Triveni Devi Bhalotia College
05.2002 - 08.2005

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Somnath ChatterjeeManager Operations