Jaswant Rathore

Jaswant Rathore Project Manager Mobile: - E-mail:-Summary Driven result-oriented strategies in global roles with a proven record of accomplishment for managing projects and process as a Manager to drive business transformation and business growth for over 11 years. Got opportunities to implement the learnings in retail, customer service, investment banking, finance, insurance and public sectors industries for Fortune 500 clients. Process training: Pre-process and process training, designing the training materials, accreditation and certification for production. Auditing the training and accreditation reports every quarter. Creating desktop procedures and focus on business transformation and growth Quality assurance: Performing preventive and detective checks following FMEA, Root cause analysis for each observation to put a control (CAPA). Sharing daily, monthly and quarterly reports with the stake holders Transition: Planning and initiating the transition process. Overcame critical service management challenges and provided sturdy guidance for entire cycle from learning the process to stabilizing the business transformation initiatives through service Improvement Programs (SIP). Expertise in designing, building and delivering industry leading solutions in complex service delivery and outsourcing engagements Leadership: Managed teams with expertise in languages and multicultural environments with excellent business judgment, communication, and interpersonal skills. A collaborative, flexible and well-organized mentor Business transformation: Identifying, formulating & implementing strategies by leveraging core project expertise aimed at identifying gaps, delivering scalable, quality solutions, driving organization transformation projects while identifying process improvement. Competencies Problem solving German and Dutch language certification Client handling Transitions and Transformation Process analysis Lean deployment Design Thinking Training and development Data analysis Robotics process automation (RPA) C programming Business process reengineering Awards and Achievements Significant achievers’ awards for 2015 and 2016 – MGBS Spot award for completing CR transition within the planned timelines – MGBS Received appreciation from onshore head of the Department, DE MCC AP Goods process – MGBS Received appreciation for handling calls and excellent external C-Sat scores from clients – Mphasis Certifications German (Goethe Institute - Max Muller Bhavan, Pune) completed C1 Dutch completed B1 C# Experience Feb 2020 – Metro Global Business Services, Pune Project Manager Objective(s): To identify opportunities for Lean, Six sigma, BPR and Automation (RPA) To do Gemba walk in store and create process workflows To implement lean at the HQ Own Contribution(s): Initiated discussion with the stakeholders to understand their expectations Shared approach for the project Reviewed data and documents created by the Stakeholders Project is on hold because of Covid-19 in Italy March 2018 – Aug 2019 AXA Business Services, Pune Assistant Manager Objective(s): To transition and manage complex process and a team To Plan trainings and ramp up for the process to achieve the miles stones Identifying process improvement projects and implementing Lean practices Own Contribution(s): Have taken up 100% volume within the first 6 months from the date process went like Led projects, developed & streamlined processes, managed SLAs deliverables, process re-engineering initiatives and delivered efficiency gains. Outcome(s): successful project implementation while ensuring a high-quality customer experience, elevating customer satisfaction in line with SLAs and work processes. Set governance for various reviews, tracking performance for enhancing operations / quality of service delivery throughout the delivery life cycle. Project(s): Process harmonization – Post transition identified opportunities to harmonies process and deployed RPA and BPR Crossed trained 38 FTEs on 3 processes (20 sub-processes) which resulted into 8 FTE savings July 2017 – Feb 2018 Deutsche Bank, Jaipur Fund release and Static data –Associate (Manager) Objective(s): To manage complex process steps within the process to meet quality and SLA of the process To reduce dependency on people and increase automatic approval (STP) To use FTE’s effectively to focus on entire process and reduce its processing time Own Contribution(s): Deployed lean and identified opportunities for automation & BPR Led team in deciding the areas that could be automized considering the SLAs and quality parameters in the pilot run Trained people reporting to me to deliver quality RCA with artefacts (score) to measure success criteria Outcome(s): Reduced total processing and turnaround time which further helped to focus on other complex processes Project(s): Process Automation – Creating AS IS and TO BE process maps Providing solutions for the identified opportunities Collaborating with the Automation team and designing process blue print for the coders Reduced3 FTEs by deploying 2unattended BOTs for overdraft process Deployed 4 attended BOTs for a process of 10 FTEs for Large and Mid-Cap. Processes Deployed Kaizen and 5s in Team Jan 2012 – Jun 2017 Metro Global Business Services, Pune Team Leader – Continuous Improvement team Objective(s): Arrange pre-process & process training Do process wise quality audits for all the processes within the organization Doing and monitoring Lean projects (5S and Kaizen) Managing and handling new process transitions Own Contribution(s): Led complex service management process delivery across all the processes in MGBS and independently for 6 processes with >15 cumulative project Designing the projects and implementing Lean methodology Outcome(s): Recognized for ability to handle difficult and complex situations owing to innovative methods for SLA/performance management Better business results and FTE savings Project(s): 1. In-store business process re-engineering: Deployed Gemba and bottom-up approach at the store for idea generation Identified opportunities to implement BPR Focus was on team rightsizing and In-store daily business Defined roles and KPIs for the store employees Created documents for smooth processing at the store Created internal audit process and designed governance Created RACI and SIPOC for accountability and responsibility 2. Sampling approach: Adapted Six sigma to define stratified sampling approach for QC Standard approach to pick samples to do QC Deployed macros for sampling which resulted in 2 FTEs saving and reduced turnaround time by 75% 3. Focused and target oriented sampling Error analysis basics quarterly data Focused on specific areas such as vendor, purchase area, processor etc. Implemented Macros which gave focused area to sort sampling issues This resulted into targeted area and improved quality of the process Nov 2009 – May 2010 Steria India Pvt Ltd, Pune Customer support Analyst Objective(s): To chase the outstanding debts from the clients taken service from NHS in UK Own Contribution(s): Chased Clients and made collections on debts pending for more than 6 months Outcome(s): Amount that was pending was recovered and exceeded my target for that period Feb 2007 – Nov 2009 Mphasis India Pvt Ltd, Pune Customer support executive Objective(s): To Set-up a Motor claim for Zurich Insurance customers on calls and describe the entire claims process To find frauds while setting up a claim To cross sell the Zurich approved repairers to get the cars repaired Own Contribution(s): Taking calls and managing AVHT, meeting the SLA Giving process training to new joiner’s on new products and process Did remote transition for out of office hour’s process and received appreciation form Head of dept. from Onshore Outcome(s): 100% SLA attainment on all the parameters Customer applauds on quick turnarounds and service value add Education B.com LLB from Pune University LANGUAGES Fluent in German, Dutch, English, Hindi & Italian