Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Manager

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
Somnath ChatterjeeManager Operations