satya v0.2
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Satya Prakash has over 10 years of experience in quality assurance and process improvement roles. He has expertise in Six Sigma, Lean, quality metrics, automation, and governance. Currently an Assistant Manager at Sopra Steria, his responsibilities include project management support, management information development, quality adherence, and auditing. Previously he held roles managing quality analysts and was a certified underwriter for Scottish Widows. He has a green belt in Six Sigma and has led projects improving end-to-end quality and increasing productivity.
satya v0.2
- 1. SATYA PRAKASH Phone: 9871155957 E-Mail: satya.infoin@gmail.com My career objective is to build a career that involves innovation, excitement and challenges through sheer perseverance and hard work to exhibit the best in the industry. Career Conspectus A dynamic professional with experience in Offshore Service Delivery Operations ¨C Transition, Quality, MIS & PMO Support. Areas of Expertise and Exposure ? Process Improvement and Excellence ? Six Sigma/Lean-Quality Assurance and CMMI Compliance Adherence ? MI & Automation, People & Performance Management, SLA Management and Workforce Planning, Capacity Utilization. Employment Scan Nov 2013- Till Date with Sopra-Steria (I) Ltd, Noida. Designation: Assistant Manager- (Process), Team: CBMG: Contract and Business Management -Cooperate Banking Group, Client: Cooperative Financial Services-U.K. Member of Sopra-Steria¡¯s Contract and Business Management team and providing PM support, MI development and Automation, quality adherence and audit to client Cooperate Financial Services-U.K . My core job responsibilities are: ? Lead and Support the effective delivery of project/programme deliverables to defined standards (e.g. project Plans, financial Plans, RAIDs). ? Analyse project data to provide IT Development Leaders with appropriate information to actively manage their projects and programmes. ? Manage or support the internal and external governance process to ensure that the IT projects and programmes in the assigned portfolio conforms to the centralised requirements. ? Ensure timely provision of relevant management information to governance forums. ? Risk and Issue Management ? Program/ Performance Review/ Audit ? Support and inward relationship with IT Projects to ensure quality information is produced at acceptable levels. ? Identify and drive improvement in reporting activities through MI automation. ? Provide technical process support to IT colleagues on any PMO issues. ? By conducting various internal audits, ensure that the project is complying the CMMI level 5 standards . ? Dashboard development and MI reporting. ? Prediction of any ISL failure and service credits and earn back. Notable Attainments ? Received pat on the back award in Feb¡¯15 on automation of Month End report on incidents and change requests of ASNM team. This automation had saved 16hrs of man effort and results at a go 100% quality report. Nov 2011- Till Date with Steria (I) Ltd, Noida. Designation: Assistant Manager- (quality). Client: (Lloyds TSB -UK) Managed and Lead Central quality Teams in Noida. Managing 36 quality analysts from 15 different teams. My responsibilities were: ? To review PMS (Performance Management System) report of team and ensuring accuracy & consistency of the information. Sharing feedback with the team on their performance on different parameters. ? Involved in workforce planning and capacity utilization / analysis, Dashboard reporting, E- Governance Reporting, On Demand and Exceptional reporting, to manage Volume Actual/Forecast in quality. ? Responsible for tracking and driving all process parameters critical to quality for process delivery. Support project and functional team to achieve quality objectives. Provide support towards continuous improvement through Lean implementation and Six Sigma methodology. To ensure that project meet cost, quality and benefits via RCA (Complaints, Breaches analysis).
- 2. ? Involved in change management. To advice Senior Management for any change request if required on the basis of risk assessment and IA (Impact Analysis) of new update or change in process by On-Shore Underwriting Strategy. ? Assisting senior management in Process Audit. Keep abreast of compliance policies, rules, regulations, and bylaws and ensure efficient and effective communication of changes/updates to Teammembers. ? On job coaching and development of team members, to ensure security checks & data protection requirements (DPA) are adhered and customer service skills are maximised. Continuous client interaction to create cordial working relationships thus enabling smoother resolution of complex underwriting issues. Notable Attainments Successfully Completed a Green belt project in Quality improvement. June 2007-Nov 2011 with Steria (I) Ltd Designation: Senior Underwriter, Client: (Lloyds TSB -Scottish widows) I have undergone meticulous training at client location Edinburgh, Scotland (U.K). After successful training I have been certified as Scottish Widows Authorised Underwriter. My major job responsibilities were: ? Responsible for underwriting Life cover, Critical Illness and Premium protection benefits with and without mortgage, both on medical and financial backgrounds.Job includes measuring risk exposure and to determining the premium that needs to be charged to insure that risk. ? Adhering Compliance & AML (Anti Money Laundering) regulations, DPA (Data Protection Act) and Raising SAR (suspected Activity Report). ? MIS and periodic and schedule Reporting, sending reports to client for volumes received and processed in queues at the beginning and end of the shift on daily basis. Notable Attainments ? Member of a Green Belt Project for improving AHT that helped in contract negotiation. I was awarded Yellow Belt on completion of the project. ? Received several award & recognition for the initiatives undertaken for process improvement. Oct¡¯05-June 07 with Xansa (India) (now Steria (I) Ltd), Noida as SME (Quality Analyst) (Lloyds TSB -Scottish widows) Roles and Responsibilities: ? Member of Pilot Batch for Life Assurance based Process,handling different queues of work flow. Project Undertaken Green Belt Project Title: End to End Quality improvement Client: LTSB- Scottish Widows Duration: Aug 2012 to Dec 2012 Details: CROT (Conduct Risk Outcome Testing) is measured in terms of the risk associated with the outcome tested over end to end transactions involved in a case. CROT scores should be in line with the quality delivered by the service. However, from July ¡®13 stats it is quite evident that there is a difference of approx. 12% b/w the CROT scores and Quality scores of offshore Scottish Widows Service (CROT scores are 86% and Quality Accuracy reported is 98.6%.) Client raised risk at offshore service to ensure that the quality of work delivered to the customer should be same as the quality reported. Scope: The scope of project was spread across all the Steria offshore Teams & will focus on improvement on end to end quality for the teams. ? To achieve CROT (Customer Review Outcome Technique) 95% accuracy on consistent basis.0000 ? Reduction of breaches by 10% ? Reduction of Ops loss by 20% ? Reduction in Hand off percentage.
- 3. This encompass various aspects such Hand off to onshore areas, Review of critical to quality checklists, Letters & Quotes issued to the end customer , co-relation of quality errors with breaches & complaints , risk assessment of money out areas & suggest controls. Approach: DIMAC Green Belt Project Title: Productivity Increase in Underwriting Client: LTSB- Scottish Widows Duration: Nov 2010 to April 2011 Benefit: 70K Pounds on an annualized basis Details: With a new change request the client was expecting offshore underwriters to deliver 32 cases/day against the current productivity level of 21 cases/day. The contract negotiations for the U/W team were due in May 11. With the kind of attention and criticality, there was an immediate need for potential build up for productivity improvement. Goal of the project was to increase productivity of 32cases per day per underwriter. By following DMAIC approach and after eradicating various NVA¡¯s and implementing various process improvements we were gradually able to achieve the desired productivity. IT Skills ? Knowledge of VBA & Macros. ? Office Applications (Excel & Access) ? Knowledge of SQL ? Minitab Training and Certification ? 3 Months Underwriting training in Edinburgh, Scotland (Certified) ? Six Sigma Green Belt (training certificate from ASQ) ¨CSuccessfully completed GB Project on overall quality improvement. ? Six Sigma -Yellow Belt trained and certified Scholastics ? Pursuing MBA from ICFAI, Distance Learning. ? BITM-Bachelor in information Technology from Utkal University, Bhubneshwar. Strengths ? Effective High performance & result oriented team builder with ability to lead the team and delivering results. Date : Place : Satya Prakash