CURRICULAM VITAE NAME & ADDRESS Manidip Ganguly B-04, Saiakashdeep Evershine Nagar, Malad(W) Near Sai Baba

Park Mumbai 400064 Mob #: 09323505034, Maharashtra E-mail: manidip.ganguly@yahoo.com CURRENT WORK EXPERIENCE Organization : Aegis an Essar group Company(Mumbai) Company Profile: An MNC conglomerate Website: : www.essar.com Designation : Assistant Manager-Operations(Global Shared Services) Duration : 18th April 2011 Present Job Role : Leading a project developing an HR Analytics system for the Human Resource Shared Services Department, Dashboard , Contract and Revenue reporting Key Responsibility Areas Lead a project for developing an HR Analytics system for the Human Resource Shared Services Department using SAP BO/BI. Financial Planning & Analysis Preparing Yearly Budgets , Monthly ,Quarterly and Full Year Forecasts, Headcount , Revenue , Seat Utilization. Profit and Loss analysis involving variance analysis reports on Revenue , Manpower Cost(operations and support), Facility cost, Telecom , Other admin ,Travel and other costs for the entire Aegis Shared Services department using Cognos and SAP Fico. Preparation of Financial Review deck for the CEO. PREVIOUS WORK EXPERIENCE Organization : J P Morgan ChasePvt. Ltd. (Mumbai) Company Profile : One of the worlds largestFinancial Services Company. Website:www.jpmorgan.com Designation : Human Resource Professional( Global HR Analytics Department) Duration : 15thSept 2008 2nd Apr 2011 Job Role : Generating scheduled and Adhoc region wiseand LOB wise Employee related reports with the help of Business Objects, Testing, Research and Automation Key Responsibility Areas Supporting mainly the Asia Pacific and Europe Middle East & Africa regions HR related MIS reporting requirements. This also includes Legal, Risk & Compliance and Statutory reporting for presentations to organizations like S.T.P.I , S.E.B.I , B.M.C.external Auditors. Dashboard Reporting for Top of the House Clients Part of the testing and integration team for company mergers and software upgradeswhich includes coordinating with the Analytics and MIS team of the acquiredcompany and HR Technology teams to integrate the different systems for smooth flow of acquiredcompanys employee data into our systems. PayrollMIS Lead- Single-handedly supporting the Payroll(Monthly Inputs like monthly Salary details, Bank Accounts, Joining Bonus , Hires and Leavers , contact details etc) and Ad-hoc Reconciliation and Year-end Tax related MIS reporting for the APAC Region. Generating MIS for various functions within HR like Benefits(e.g. Insurance ,Dependents,E.S.I.C. , Service Awardsetc.),On boarding,Off boarding , Data Management and Reconciliation, Compensation & Benefits , Diversity and Risk and Compliance , Expatriate Adminfor the Asia Pacific region.Conducting Research and Analysis of existing MIS reports to automate them with the help of Business Objects, People Soft Web Interface, People Soft Query, PL SQL and Advanced Excel and Ms Access. This role also involves interacting with the various internal teams and external vendors for understanding the process and seamless integration of our MIS reports with their systems. Preparation of SOPs for various reports across regions and also the SOP for the entire process which post its approval by the Risk and Compliance department is now a part of the process document for the entire HR Operations. Part of the team in charge of preparation anduploading Monthly and YTD Line of Business and Region wise HR MIS reports in the web portal for the entire operations of company.

Handling Improvement Projects in Terms of Risk Compliance and Data Integrity from reporting and also other the operations and MIS teams from other Lines of Business. Preparing MIS metrics for the team and handling the work flow management [WFM and RTM] using Ms SharePoint for our team and also requirement against gap analysis for FTEs. Preparing daily, weekly, monthly MIS reports for IT-helpdesk and including SLA and revenue reporting. Achievements Received Appreciation from the Vice President for Highest Productivity for the last two years. Certification of Excellencefrom the Payroll team and numerous appreciations from clients for timely delivery of reports on face of high volumes and technical challenges. MIS PREVIOUS WORK EXPERIENCE Organization : Adventity BPO Pvt. Ltd. (Mumbai) Company Profile : A leading provider of BPO & KPOservices Website : www.adventity.com Designation : Team Lead Mortgage (Pricing and Analytics Department) Duration : 9th Oct 2006 12th Sep 2008 Job Role : Mortgage Lender Research & Management, Vendor and Franchise Management and Lender Pipeline, volume and revenue analysis and MIS. Key Responsibility Areas Handling a Pricing AnalyticsTeam of 11 Mortgage Analysts(across two sites in Mumbai and Chennai) in securing pre-approvals from U.S. mortgage lenders and ensuring maximum backend revenue per loan .Maintaining a database of Mortgage Products of Top Banks in the U.S and their guidelines to support the origination team. Part of the implementation team for NYLX mortgage pricing engine in the company , which includes training the Loan Officers, testing and resolving issues through vendor interactions and generating and analyzing MIS reports from the site. Loan-x Operations Lead- Single-handedly maintaining the Loan-x engine lead management website for the company .This includes configuring new lenders in the system, resolving technical issues and vendor management. Conducting Research and Analysis on U.S. Mortgage Lenders on the basis of Product line and performance and support the Business Development team in signing up new lenders and furthering relationship with existing lenders. Signing up, coordinating with and resolving issues of Net Branch Partner companies (Franchises) in different states in the U.S. and analyzing their performance using MIS reports. Coordinating with Account Managers of Top clients in U.S. (like B.O.A, Citimortgage, J.P. Morgan Chase, Lehman Brothers etc) regarding pricing and Pre-approval of Mortgage Loans. MIS Preparation of Daily, Weekly and Monthly Revenue, Pipeline, Rate Comparison , Volume Fallout and Volume Analysis Reports using SQL Server, Advanced Ms Excel (Macros) , SAS Enterprise Guide and SAS Add-In for Ms Office and performance reporting for the Operations[AVP/Manager/AM/Loan Officer level drill downs. Assigning Jobs and Real Time Monitoring[RTM] and WFM for the teamand maintaining the optimum team size based on workflow and volume based MIS[RAG analysis]. Achievements Received the Best Performer award from the Managing Director in annual R&R. Certification of Excellence by COO for process streamlining and adherence and ensuring meeting of SLA on face of high volumes. Received numerous appreciations for my Teams performance from our COO and U.S. clients.

PREVIOUS WORK EXPERIENCE Organization : CAPITA Offshore Services Pvt Ltd (Mumbai) Company Profile : 100% subsidiary of Capita Group Plc of UK Back Office - (Finance, Insurance, Payroll, Life & Pensions & Others) Website: www.capita.co.uk, www.capitaoffshoreservices.com Job Type : Resource and Planning Designation : Analyst - Work Flow Management Duration : 15th Nov 2005 8th Oct 2006

Job Role : Planning & Strategy for Operations, Work Flow Management & MIS Key Responsibility Areas Process level - Operations Planning & Strategy Work Flow Management Scheduling, Staffing, Forecasting and Rostering, Allocating Tasks to Users and Real Time Monitoring with my team of 5 WFM Executives across 2 sites and 2 shifts. MIS Ops Learning Curve Analysis, Management Dashboards, Daily/ WTD & MTD reports Training & Development Process Training of new Mangers and On-the-job training for new hires joining in my team Meeting Client Expectations and Client Interactions Meeting Turn Around Time SLA Timely Escalations of CTP/ CTQ issues Achievements Part of the Pilot Resource and Planning Team for Capita which went live on the 6 th of Dec 2005 Certification of recognition by CEO for piloting the Business Resource Team, in conjunction with the successful GO LIVE of the biggest process of Capita India. Received many client appreciations and appreciation from my HOD and manager for maintaining the TAT SLA in spite of technical challenges and spike in volumes. PREVIOUS WORK EXPERIENCE Organization : Reliance Infostreams Pvt Ltd (Mumbai) Company Profile : BPO of Reliance Infocomm, COPC certified, 3800-seater/ 6000+ FTEs Website: www.reliancecontactcenter.com Designation : Team Leader (Billing Operations & Outbound Collections) Duration : 25th Aug 2003 14th Nov 2005 (2yrs & 3months) Team Lead Billing Services Group/ Collections Outbound: Managed a team of 20 Billing-Inbound CSRs and a Team Coach. Conducted their Probationary Assessment & Performance Appraisals. Ensured teams Schedule Adherence vis--vis Roster generated by IEX[RTM]. Handled Billing Escalations/ Disputes and even followed up with Back Office for timely resolution, especially in the closure of Trouble Tickets on the verge of SLA breach. Queue monitoring using CMS Call Quality monitoring using NICE software. Conducted One-To-One Coaching & Feedback sessions. Held Training sessions in the event of Process change and ensured smooth transition.

Portfolio Level Responsibilities for the entire Operations: Circle Quality Coordinator: I generated the Quality Dashboard of my Circle of approx 350 CSRs on a Weekly and Monthly basis. Actively led a team of 3 TLs in Fatal Error Reduction and achieved below 2% FE in compliance with the COPC standard by implementing the Action Plans from the Fatal Error Reduction Project using Six Sigma DMAIC methodology. COPC Coordinator: Worked closely with a certified COPC coordinator to prepare our Circle/ Portfolio to face external COPC Audits. Held briefing sessions with all the Team Leaders & CSRs and downloaded the checklists and To Dos and later audited the m on the same and published Audit Reports to the HOD. Our Circle/ Portfolio got conditional COPC Certification in Dec 2004. MIS &WFM Coordinator:Apart from MDN analysis using dumps from the IN Serverfor my Telecom Circle ,I used to prepare the weekly shift roster for 350 FTEs of West Bengal & Bihar Telecom Circle Inbound operations process. Also responsible for the internal MIS of the circle generated MIS reports like Daily Absenteeism, Late Login, Call Flow Analysis report, Transport Roster, Attrition Report, and Operations Level drill down reporting like the 4Quadrant Reports for Manager/TL/Team Member performance reports for Appraisals and numerous Ad Hoc reports.Monitored our Circles Queue w.r.t. Call Flow, Abandon% and Call Waiting. This involved managing Breaks and Aux Status of CSRs logged in. [Real Time Monitoring]. This role also included preparation and analysis of WFM MIS reports and cocoordinating with Operations Heads and the Human Resource department for conducting Requirement against gap analysis and tae hiring decisions. Handholding New TLs: New Hire Team Leaders were put on Buddying with me. PREVIOUS WORK EXPERIENCE

Organization : Citi Shelters (Hyderabad) Designation : Team Leader (Personal Loans for Citi Bank) Duration : June 2002 August 2003 (1yr & 2 months) Key Responsibility Areas Managed and motivated a strong sales team of 10 Sales Executives for Personal loans. Reviewed their DSR (Daily Sales reports),meeting up or interacting with Hot Prospects in their offices across the city (Hyderabad) for Sales Close for my team members and furnished weekly progress report to my Manager Training new Hires in my team and Managing my teams monthly targets to be achieved MIS- Used to maintain the listed Company database, Performance report of the Sales executives. Conducting Promotional Campaigns at various prime locations and offices across the city and get approvals for the same from H.R or administrative departments for the same. PREVIOUS WORK EXPERIENCE Organization : Vishnu Solutions (Kolkata) Company Profile : International BPO in Sales Website : www.vishnusolutions.com/ Designation : Floor Supervisor (Collection Operations) Duration : Jan 2000 Apr 2002 (2yrs & 4months) Key Responsibility Areas Took Escalated supervisory calls Assisted my TL in managing team of 15 collection agents.Coaching and Feedback to outliers in the team . Training and handholding of new hires in my team to bring them up to the learning curve faster. Managed the team in the absence of Team Leaders Prepare MIS reports and discuss areas of improvement for my team vis--vis KPIs set for the entire Operations team. PREVIOUS WORK EXPERIENCE Organization : NIIT (Kolkata) Designation : Corporate Trainer Duration : December 1998 December 1999 (1 year) Responsibilities Imparted training on Ms Excel, Ms Access, Ms Word, Ms PowerPoint, Tally 6.3, Ace(Accounting Package), Ms SQL. Server, VB 6.0, Sun Java and C++ to Corporate batches from esteemed organizations like N.D.D.B., P.N.B , Airports Authority Of India , VOLTAS and West Bengal State Electricity Board. Meeting up with H.R or Training departments of corporates to understand training needs and help business development team to close deals Conducting promotional campaigns and seminars at various educational institutions and trade fairs. Helping the sales team with daily sales reports and MIS and database maintenance using MsAccess. PERSONAL PROFILE Age Born On Sex Marital Status Nationality Total Work Experience : : : : 36 : 29th May, 1974 Male Unmarried Indian 10 Years

ACADEMIC QUALIFICATIONS P.G.D.B.A. in Operations from Symbiosis(Pune) Graduation in Commerce (1994 1997), Calcutta University GNIIT from NIIT(Calcutta) 10+2 (WB-HSE) in Science (1991-1993), Calcutta Matriculation (WBSE), South Point High School, Calcutta (1991)

LANGUAGES KNOWN ENGLISH , HINDI and BENGALI COMPUTER PROFICIENCY Proficiency in Ms SQL Server, Ms Office (Advanced Excel & Macros, Ms Access and Ms PowerPoint) Business correspondence through email and Effective use of Internet CMS tools used in B.P.Os Business Objects(Desktop and Web Intelligence tools), SAS 9.1 Business Intelligence tools like Enterprise Guide 4.0 , Data Integration, Stored Processes, SAS Add-In for Ms Office and Web Tools, People Soft Web Interface, People Soft Query

SAP HCM Module( Org Management, Personnel Admin & Time and Attendance including reports)

INTERESTS & ACHIEVEMENTS Writing Technical Articles & Essays & Interacting with people. Listening to Music Reading Books My Forte Date: Customer Service & CSAT Data Analytics Process Building & Streamlining People Management Worked in Mumbai, Hyderabad & Kolkata BPO hubs Experience in BPO - Call Center & Back Office Operations, Inbound & Outbound processes Working in different Time Zones & Shifts Manidip Ganguly