Sourabh Goyal

Contact: +919811148617 Email: sunsgang@yahoo.com

Objective: Seeking a role where I can apply my leadership, problem solving, analytical, communication, people and process management skills to affect the professional development of my team members and the success of the organization. Professional Synopsis: More than 7 years of experience in Operations with proven track record in Banking & Finance industry, Customer Service Industry, Retail, Airlines, Telecom and Communication. Expert in resolving customer issues, process management, operations, training & development and transaction processing for US employee benefit plans in BPO and service industry.

Skill Sets: Experience of successfully handling accounts in Crit-sit. In-depth knowledge of various quality tools (Lean, Six Sigma, process documentation etc). Proficiency in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery/ Process Quality Targets. Client front ending & management capabilities. People management and leadership skills & ability to manage large processes. Workforce Management. Sound Planning and analytical-execution focused. Good project management skills. Proven track record of having created High Performance Teams. Escalation Handling. Ability to handle multiple tasks and assignments concurrently. Knowledge of Profit & Loss (P&L) accounts Management. Handled process transitioning from an offshore location. Successfully led a team of 120 employees which helped in setting up a new line of business. Sound knowledge of Solutions (Business Development) and Pricing models. Forecasting of revenue through seat utilization, head count management and asset management. Knowledge of Sarbanes-Oxley Act (SOX). Involved in quarterly testing of SOX for current account.

Details of Experience:

IBM Global Process Services Pvt. Ltd. Nov 2005 till date
IBM is a global outsourcing company, delivering a complete range of services to more than 40 overseas clients including major telecom, communication, travel, banking and financial clients.

Career Path with IBM: Promoted as Deputy Manager Operations in Jul 11.

Promoted as Assistant Manager Operations in Mar 08. Promoted as Lead Operations in Nov 06 Appointed as CCS in Nov 05.

Projects Handled @ IBM:

Worked as a Project Manager for Citibank Request for Information (RFI) for a new business proposal. Working as a Process Owner for a Major US Retail Bank (upselling of cards, Credit Cards, Loan, Soft Collections, Web and Voice Line of Businesses). Worked for an Internet Service Provider & Search Engine as a Unit Manager. Worked as a Subject Matter Expert (SME) and Reservations Customer Service Representative for a Major US Airline.

Deputy Manager-Operations Jul 2011 Till Date:

Performing compliance testing. Initiating and Running Revenue Improvement Projects for the Account. (Seat Utilization, Performance Improvement etc.).
Direct responsibility for the supervision of Leads (SMEs) and Quality Analysts. Performance Management & Ensuring that the team consistently meets target. Managing high performing teams and driving culture of self driven targets. Optimum Seat utilization by designing seating plan in co-ordination with workflow team. Responsible for meeting weekly metrics through the operations division with direct responsibility for increasing productivity, efficiency and output. Responsible for driving an atmosphere of continuous improvement with relation to output, yield, and costs, productivity and reduced throughput times. Provide specific directions on how to manage agreed client commitments. Identifying value adds areas for the client and suggesting action plans with impact. Managed disciplinary issues and resolved conflicts that occurred within the group. Conducting performance appraisals to ensure effective motivation of the team members. Monthly one to one & feedback Sessions. Allocate routine non routine Jobs to staff. Appraisal meetings. Leave Planning for the staff. Conducting team building exercises. Direct impact on strategic financial results within my area of responsibility.

Assistant Manager-Operations Mar 2008 Jul 2011: Job Description and Responsibilities:

Deliver Operational and Business results of a banking process. Manage a team of 30+ Customer Care Specialists (CCS). People Management. Performance Management. Project Management. Client Management. Process Training. Process Documentation. Workforce Management and Service Level Management. Identify and execute strategies to achieve optimal Total Customer Experience. Annual Performance Review and Individual Development Program. MIS Daily and Monthly Reports Client Reports. Grooming of direct reports for next level.

Intellicom Contact Center (Jindals Group)

Apr 2004 till Nov 2005 2

Joined as a Customer Care Executive for an Australian telecom project and got promoted as Sr. CCE.

Achievements and Distinctions:

Successfully set up a new line of business of a major US bank including onsite transitioning. Developed Learning Management System for a Major US Airline Client. Trained more than 70 Reservations Customer Service Representative for a Major US Airline. Successfully built Student Loan Servicing, Origination and Closing Competency at IBM for a Major Retail Banking Client. Development of Consumer Finance Certifications, Hiring Matrix for Retail Banking and knowledgebase. Streamlined the response TAT process for a major US Based ISP (Search Engine). Groomed 5 Associates into SME's and 10 Associates to Sr. Executive. Promoted 3 times in as many years with IBM. Created Customer Focused query resolution templates. Lead many employee engagement programs. Improvised Processes on Workforce Management to optimally utilize Productivity. Devised a Best Practices Sharing Forum within various teams handled. Reward & Recognition:
Awarded as People Manager on Zero Attrition for 12 Months by CEO of IBM Global for being on Zero Attrition for 12 months. Earned the award of "Best People Manager" for 4 consecutive quarters. Earned IBM Top Talent Award in 2008. Earned Excellence Award for Quality and Production. Won the Best Lead Award at IBM for October, 2007 Received appreciation as GEM (Going Extra Mile) 2010 and Manager Who Shines in 2011 and 2012.

Certifications and Trainings Attended:

Completed AIB (American Institute of Banking) Bank Service Provider Certification in accordance with American Bankers Association. Attended in house training based on Employee Retention, Solutions and Pricing. Train The Trainer, Transactional Analysis, Business Writings Skills and Business Etiquette. Attended various Trainings on Airlines Reservations, Retail Sector, ISP & Search Engine Standards and Retail Banking & Consumer Lending Domain. In-depth Knowledge of Aviation Industry. Introduction on Credit Risk Management. Attended Developmental training sessions by Steven Covey and Edward D Bono. Attended Behavioural Bases Structured Interviewing (BBSI). Attended training session based on transitioning. Attended training based on how Solutions and Finance teams work in an organization. Education:

Graduated from Delhi University. 2-Year E Commerce Hons. Diploma in Computer Application from NIIT. Computer Literacy: Proficiency in all MS Packages- MS Word, MS Excel, MS PowerPoint.

Professional Development:

I have attended several trainings on Time Management, Various Quality Tools, People Management, Personal Effectiveness, Presentation Skills, Knowledge Development Program, Cross-Cultural Diversity and Competency Enhancement Program. Personal Information Nationality Date of Birth Marital Status Passport Languages Known : : : : : Indian. Mar 18 1983. Married. Have a Valid Passport. English and Hindi

(Sourabh Goyal)