Shubhanjan Chatterjee

Shubhanjan Chatterjee Project Management and QMS Professional A dynamic & result oriented professional with 14+ years of extensive experience in managing the entire spectrum of Project Management including Process Improvement, Quality Management, Service Level Excellence, Client interaction, Customer Experience, Change Management, Data Management & Analysis, Data Mining, Strategic Planning & Reporting, Financial Management, Operations Management, Team Management Event Management and Health & Safety support. z-  PRINCE2 Foundation and Practitioner Certified – AXELOS -  (APMG)  ITIL Foundation Certified – AXELOS (APMG)  Lean Six Sigma Yellow Belt – Capgemini,  India  Lean Six Sigma Green Belt training completed – CPD (IMC)  ISO 9001 :2008 Internal Auditor – LRQA, Dubai Dubai, UAE https://www.linkedin.com/in/shubhanjan-chatterjee-/ Currently working with OSN as Operations Manager. Last working as Business/Commercial Transformation Analyst with Aramex LLC. Previously associated with FedEx Express as Customer Experience Engineer. Indian High Group of School, Dubai as Project/Quality Officer & Head of Department-Registrar. Capgemini India as Project Management Officer and Packt Publishing as Project Team Leader. Experienced in Management Information System & PM methodology like – Waterfall, Agile, Gap analysis, etc. Diligent individual with strong understanding of data driven decision making. Excellent Project and Team Management skill. Ability to handle end to end operational and event activities with tight deadlines. Operations Manager OSN (Gulf DTH), Dubai - UAE  PMP training completed – Blue Oceans, January 2022 – January 2024 Dubai Responsibilities:  Post Graduate Diploma in Business Administration – Operations - 2011 Welingkar Institute of Management, Mumbai Bachelor of Management Studies - 2008 Joshi Bedekar College, Thane. University of Mumbai Intermediate - 2005 Maharashtra State Board, Mumbai High School - 2003 Maharashtra Secondary State Board, Mumbai    Proficient in MS Office tools -Word, PowerPoint, Excel and Visio. Familiar with other general application – Teams, Webex. Basic knowledge of SharePoint, Salesforce, Tableau, BI Dashboards,        Design and perform daily/weekly/monthly system controls to identify data inconsistencies and technical issues by creating BI dashboards through SQL reporting logic integration to monitor the trends, defined processes and systems. Manage end-to-end project related processes and highlight the gaps. Lead Ops team to take proactive approach of data governance and align with the digital regulation practices at protecting individual privacy and complying with relevant company regulations. Building process automation to reduce manual task. Ensure process to identify and manage Risk, escalate to the stakeholders. Record processes on Confluence and JIRA for regular updates. Monitoring Stakeholder Experience and ensuring that the issues impacting are fixed on timely manner. Conduct root cause analysis and escalated to relevant teams. Develop project vision, objectives and key performance indicators for self and team of 4. Drive individual and cross functional communication with the other teams and departments on all operational matters. Draft project specific protocol documents including briefing documents, agendas & presentations on commercial due diligence/change management strategy implementation and quick resolution implementations. Senior Business/Commercial Transformation Analyst Aramex International LLC, Dubai - UAE February 2021 – September 2021 Responsibilities:   Create & maintain strategy roadmaps, feeding into the overall program plan. Preparing key project milestones for Operational transformation. Proactively identify the opportunity areas helping business units to improve in making decision, analyze data and strategic content resulting focus on collaboration, innovation, Continuous process improvement and end to end project Page 1 of 3 Google sheets, Google Analytics, JIRA, Confluence and CRM processes.                 Problem Solving. Leadership. Excel Advance. Time Management. SharePoint management. Salesforce overview. The Evolution of Lean Thinking. Spot Fire reporting. Goal Setting. Strategically Focused Project Management. Quality Methodologies and Standards for Project Management. Ethics and Project Management. New Project Manager Essentials. management. Provide clearly articulated and timely project status updates against plan. Maintain risks/issues log and follow-up on closing actions items. Support effective delivery of each project. Record projects on Google Sheets and actively managing day to day activities, helping is setting process excellence function and tools. Support program manager with detailed and accurate project forecasts for Program Budget & financial management. Help in creating Business Case based on the formulated Balance Score Card. Customer Experience Engineer FedEx Express, Dubai - UAE February 2020 – December 2020 Responsibilities:      Initiate new projects and provide support to ongoing projects for improving the customer experience and increase efficiency of contact center. Evaluate and provide recommendations at commercial level for improvement of process metalogics or cost reduction. Conducting department level audit, review and revise the departmental documents like handbook, SOP & BCPs for ISO audit, ensuring on-going compliance with defined company policies, processes, and procedures. Building relationships with key cross-function, global stakeholders and within the team. Regular follow-ups & create Root Cause Analysis reports Contributed to innovative project plans like Voice of Customer Analytics & effective Logistics support. Efficient analysis and dashboard reporting on tools like Salesforce, SharePoint, PM and CRM tools. Head of Department, Operations (Registrar) & Project Officer The Indian High School, Dubai - UAE October 2014 – December 2019 Responsibilities:  Project Management Customer experience Process Development Strategy Planning Negotiation Skills Interpersonal Skills and Multitasking Time management Decision Making & Problem Solving Team Management     ISO Audits & Compliance Quality controls Data Management and analytical skills Dashboard Reporting Strong Written and Verbal communications Regulatory operations support Policy developments   Planning, scheduling, executing, and monitoring the entire process of student enrollments and withdrawals for three schools, ascertain the status and forecasting for the future growth. Working closely with the Senior Management and interact with professionals at all levels to finalize the targets, review system, prepare plans, and revise processes for continuous improvement, streamlining the functions by MIS reporting, Pivot charts and presentations. Draft event budgets and help in financial planning. Coordination with external regularity authorities like KHDA, MOE & CBSE to abide by the latest policies and ensure compliance in the process and internally with Finance, Admin, HR to conduct operational activities. Effective customer interaction, customer grievances management, customer feedback and satisfaction handling along with data analysis. Conducting cross-functional internal and external ISO Quality audit and represent as department head. Prepare documents, attain compliance, and fill in gaps as required. Helped building an online CRM platform for customer experience efficiency. Effective record maintenance, report generation and reduce paperwork. Efficient Team management, coaching, performance reviews, KPI setting and parallel team member training & development. Handling a team of 5. Project Management Officer (PMO) Capgemini, Mumbai - India April 2013 – September 2014 Responsibilities:   A single point of contact for administrative or project-based support within the team, duties include Project Quality Lead & Configuration Management. Liaisons with the project headquarters (Finland) for fulfilling requirements in the Page 2 of 3   English team maintaining proper coordination. Working with the Change Management team to help attain a deadline-based goal. Maintaining and preparing all quality documents and reports, be a part of the ISO departmental internal audit compliance team. Fill in gaps, support execution team with resolution of roadblocks and interdependencies for process improvement Working on monthly team metrics and ensuring timely publish of project reports on the company database with showcasing team monthly SLA. Overseeing projects from a commercial perspective. Project Team Leader Packt Publishing, Mumbai - India Hindi September 2009 – February 2013 Responsibilities:  Marathi  Bengali   Cricket Leading a team of 15 Project Coordinators, setting departmental KPIs, conduct interim performance review and appraisals of team members. Analyzing and forecasting the project turn around for the future and setting the company wide target. Ensuring the means of achieving it by providing extensive support to the team members. Continuous follow-up with all stakeholders to make sure that titles do not slip in development stage. Maintain a customized To-Do list depending on projects to ensure smooth and effective work management. Initiative team building activity on a weekly basis to helps overcome stress and build healthy team skills. Conducted team training sessions on QMS. Customer Service Executive - Cobra Groups, Mumbai (APPCO INDIA) Football December 2008 – June 2009 Cooking Phone Banking Officer - Deutsche Bank, Mumbai - India Writing June 2008 – December 2008 Travelling Learning   Date of Birth: 27th May 1987. Hometown: Thane, Maharashtra, India. Alternative No.: - Driving licenses: UAE (Issued - Dubai). India (Issued – Maharashtra) Can-do attitude, Team player, service orientated, Self-starter, Microsoft Project, Functional Analysis, team player, google Analysis, customer centricity, Microsoft PowerPoint, Business Strategy, Team Leadership, Team Management, Cost Control, Project Planning, Management Consulting, Innovation, Strategy, proactive thinker, Marketing, Customer Relationship Management (CRM), Negotiation, Marketing Strategy business lifecycles, Commercial, MS Office, Microsoft Word, Microsoft Excel, Interpersonal, Contract management, Sport, transformational, Flexible, Tight deadlines, Communications, Coordinating, Database, Presentations, Programme Management, Business Process Improvement, Stakeholder Management, Analytical Skills, Program Management, Teamwork, Portfolio Management, Organization Skills, multiple projects, Project Implementation, Business Transformation, Decision making, Quality Control, ISO Compliance, Multitasking, Prince2, PMP, Six Sigma, B2B, B2C, Schedule Analysis, Kaizen, digital, Data classification, Data Masking, Access Controls, Regulations, Data Quality Management, SQL, Power Biotransformation, Ethical, diversity of cultures, Excellent written and verbal communication skills, event management, event planning, event deliverables         Promotions Promoted from Project Officer to Head of Department for student enrollments and customer service for 3 entities in 11 months at The Indian High Group of School. Promoted from Sr. Project Coordinator to Project Team Leader within 8 months at Packt Publishing. Team/People Management Coordinating with all commercial teams for change management and transformation of the roadmaps. Responsible for excellent team building; motivating and successful promotions of team members to various team leader roles. Lead and participate in Task Force to complete specific projects. Internal Audit Responsibilities Continuing to be a part of the ISO compliance team in different organizations for 8 years. Worked on ISO documents and process compliance. Encounter various external and internal audits. Major Projects and Events Worked Setup Automated controls to monitor the daily trends of all movements and forecast the growth. Managed Admission and Cultural Events while working with The India High School. Affiliation of The Indian International School and Extending the affiliation of The Indian High School, Dubai to central board of India (CBSE) Organized community level cricket tournament in 2022 and 2023, which includes Venue, Stakeholder, Logistic management and planning. Calibrated the FTE to Seat count for eight departments within Capgemini. Page 3 of 3