Arijit Das
Hyderabad,India
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
10
10
years of professional experience
Work History
Manager, Program Management
Amazon Development Center India Pvt. Ltd
06.2022 - Current
- Established SOPs, process controls, recommended revisions and ensure alignment with business goals for programs related to infringement and catalog abuse done by different types of Amazon sellers.
- Built and scaled system-level solutions that have metric impact; driven adoption of solutions across teams such as annotation builder, guided workflow questionnaire for investigators to capture critical information.
- Performed data analysis on trends observed, dive deep into a problem, performed ‘root cause analysis,’ and recommended solutions to the Ops team and stakeholders to reduce the number of defects committed by investigators, tool errors or SOP gap.
- Reduced false positive rate for Catalog Abuse program from 10.74% in Wk 27 to 3.10% in Wk 52 (reduction of 764 bps) in the year 2022 by implementing SOP changes, suggesting tool enhancements and sharing flash reminders to the Ops team.
- Reduced false positive rate for Infringement program from 4.63% in Wk 34 to 2.45% in Wk 52 (reduction of 218 bps) by implementing changes in the SOP and sharing best practices with the Ops team.
- Collaborated with partner teams and stakeholders across the globe to deliver on key business goals and objectives by driving consensus and building trust.
- Established key reporting for functional area & write strong, well-structured and detail oriented reports in a clear, concise and audience-specific format.
- Lead a team, ensuring career coaching and strength alignment.
- Interacted with multiple stakeholders to communicate on operations and represents data/metrics information and project reviews.
- Initiated a training program on cross-skilling auditors across multiple programs to improve efficiency and increase the knowledge base of the auditors.
Team Manager
Cognizant Technology Solutions Pvt. Ltd.
09.2021 - 06.2022
- Interface with management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for process based on decisions taken.
- Knowledge Management and ensure SOPs are reviewed per agreed frequency.
- Maintain SOP's in process and ensure all changes are being captured diligently with appropriate version controls.
- Delivering SLAs for USA/ CA markets with span of 200 content review specialists across 7 Team Leaders for Google Maps.
- Accountable for capacity planning of US/CA locale and ensure all clients are adequately staffed to meet monthly capacity plan volumes.
- Ensure utilization is met on monthly basis across all programs.
- Provide detailed status updates on CTQ (critical to quality)areas.
- Collaborated with Policy and Training team on developing a Chatbot application which helped associates (specially in WFH environment) get answers to their queries instantly.
- Contributing on Client/ vendor relationship through weekly, monthly, quarterly business reviews, flagging challenges and ensuring operational metrics are met.
- Identify cost optimization opportunities and suggest/drive business improvement plans.
Team Leader
Cognizant Technology Solutions Pvt. Ltd.
01.2019 - 08.2021
- Delivering SLAs for USA/ CA markets with the span of 25-30 content review specialists for Google Maps.
- Responsible for meeting the client metrics i.e. Productivity, Accuracy and TAT (Turn Around Time).
- Performing root cause analysis to identify error trends and driving plan of action to maintain quality metrics below 2%.
- Created a cheat sheet as a reference for associates working on Machine Learning related projects, which helped in reducing Questionnaire error rate from 14% to 2% in 1 month.
- Drove Call recording pilot project for US locale to eradicate Contradictory Information received on call from 20% to 0%,resulting in reduction of calls at QAs end upto ~70%. This helped in reduction of error rate from 2.6% to 1.4% and sustain it.
- Expansion of call recording lead to spike in hang up rate due to the call length. Worked with Policy team to redefine the definition of Call disposition. Came up with connector statements for associates to be used on call to reduce the hang up rate from 40% to 8% and better user experience.
- Collaborating with training team to implement changes on training content, coaching and feedback method for better quality of the associates.
- Handling client/user escalations, finding out the cause, mitigating it and driving preventive measures to avoid it.
- Monitoring performance of bottom quartile associates and providing coaching, training to improve it. For the year 2020, 25 Ops were into BQM and none was moved to PIP.
- Contributing on Client/ vendor relationship through weekly, monthly, quarterly business reviews, flagging challenges and ensuring operational metrics are met.
- Collaborating with the engineering team on input data quality, sharing batch insights on the percentage of Unverifiable data, to improve the quality of data sets.
- Part of hiring team responsible to hire candidates that are more suitable for the project to work on multiple regional & foreign languages.
- Initiating and Automating daily/weekly/monthly critical reports to run operational metrics efficiently and better visibility for all the stakeholders.
Process Specialist
Cognizant Technology Solutions Pvt. Ltd.
01.2017 - 12.2018
- Handling a team of 12-15 associates working on US/CA market and ensuring data quality on Maps is current and accurate.
- Responsible for team's performance in terms of productivity, quality and TAT.
- Guiding and Coaching team members through continuous 1:1 feedback, shadowing, huddles, 1:1s, knowledge base updates and process knowledge tests.
- Actively involved in client engagement through periodic reviews and discussing performance.
- Handling special projects/recruiting initiatives including assessment of best practices in research techniques and act as a guide to drive research for the project and be a POC for any operational updates.
- Building dashboards as per client requirement and as per business requirements.
Senior Process Executive
Cognizant Technology Solutions Pvt. Ltd.
01.2016 - 12.2016
- Understanding of market specific legal and cultural practices that enable effective content review on Google Maps.
- Performed weekly manual testing of new tool releases to check and flag any bugs in any new feature or any existing bugs are fixed.
- Resolve process related queries and expedite on data requests.
- Perform focused root cause analysis on the errors made by the team members and provided insights on top error trends and POAs.
Senior Analyst
Serco BPO Pvt. Ltd.
06.2013 - 12.2015
- Providing content moderation support for all Geo requests.
- Understanding of market specific legal and cultural practices that enable effective content review.
- Meeting process SLAs/metrics within established timelines.
- Stay updated with process knowledge/changes - refer to knowledge updates/repositories to effectively process transactions.
Education
Bachelor of Technology - Electronics And Instrumentation
Bharath University
Chennai11.2011
Skills
- Program Management
- Project Management
- People Management
- Performance Management
- Process Improvement
- Stakeholder Management
- Problem Resolution
- Microsoft Office
- Root Cause Analysis
- Data Analysis
Timeline
Manager, Program Management
Amazon Development Center India Pvt. Ltd
06.2022 - Current
Team Manager
Cognizant Technology Solutions Pvt. Ltd.
09.2021 - 06.2022
Team Leader
Cognizant Technology Solutions Pvt. Ltd.
01.2019 - 08.2021
Process Specialist
Cognizant Technology Solutions Pvt. Ltd.
01.2017 - 12.2018
Senior Process Executive
Cognizant Technology Solutions Pvt. Ltd.
01.2016 - 12.2016
Senior Analyst
Serco BPO Pvt. Ltd.
06.2013 - 12.2015
Bachelor of Technology - Electronics And Instrumentation
Bharath University