Tanmoy Sen

Bangalore, 560084 | - | - TANMOY SEN SUMMARY Results-oriented professional with 17 years of experience in operations management, client engagement, team leadership, and training across prestigious organizations. Proven track record in driving KPIs, enhancing team performance, and fostering client relationships. Seeking to leverage comprehensive knowledge in these areas to drive organizational success in a challenging managerial role. EXPERIENCE ASSOCIATE MANAGER 10/2021 to 06/2024 IntouchCx, Bangalore ● ● ● ● ● ● ● ● Managed elite Diamond and Royal Diamond players for an online slots game, totaling 37,000 Diamonds and 20,000 Royal Diamonds. Led a team of 30 account managers and 2 assistant team leader, ensuring adherence to KPI's and operational excellence. Successfully managed a range of HR-related activities, including developing and implementing employee engagement initiatives, facilitating performance discussions, addressing employee relations matters, and overseeing the hiring and onboarding processes to ensure a smooth transition for new hires. Provide training for employees on compliance requirements, including AML, data protection, and responsible gaming practices. Spearheaded client engagement across multiple centers - Bangalore, Romania & Israel. Delivering weekly and monthly performance reports. Conducted team development sessions - Focus group meetings and provided regular feedback to enhance performance. Redesigned incentive parameters quarterly, aligning with business goals and driving motivation. Organized monthly R&R events to recognize and incentivize team achievements. ASSISTANT MANAGER - LLOYDS BANKING GROUP 03/2017 to 10/2021 IBM Daksh/Concentrix, Bangalore ● ● ● ● ● ● Managed new hire processes, addressing operational issues and facilitating communication between new hires and management. Implemented risk and compliance protocols, ensuring workplace safety and business continuity. Orchestrated employee engagement initiatives to boost team morale and cohesion. Owned SLA delivery and KPI's adherence, conducting performance reviews and fostering career growth. Facilitated client relationship management, ensuring quality and satisfaction through regular audits and feedback. Led best practice sharing sessions and calibrations across two sites - Bangalore & Manila. Managed weekly planning and rostering for operational efficiency. PROCESS TRAINER - LLOYDS BANKING GROUP 03/2015 to 02/2017 IBM Daksh/Concentrix, Bangalore ● Responsible for delivering classroom training on process, policies & procedures by ● ensuring 90% conversion of trainees to production floor Also driving quarterly based process refresher for delivery team & identify & coach the Bottom Quartiles based on any themes & trends. SUBJECT MATTER EXPERT - LLOYDS BANKING GROUP 02/2011 to 02/2015 IBM Daksh/Concentrix, Bangalore ● Worked as an SME for New hires during their nesting phase by taking over escalation calls, mentoring/coaching Bottom Quartiles, providing Process Improvement Ideas to the management CSR - LLOYDS BANKING GROUP 07/2007 to 02/2011 IBM Daksh/Concentrix, Bangalore ● PROJECTS SKILLS Transition, Played an instrumental role in setting up business in Manila, Philippines for 400 seater starting from Hiring, Training, Mentoring & achieving the Service level agreement during production in 2017. ● ● ● ● ● ● EDUCATION Started working as Customer Service Representative for one of the top most UK based Banking process (Lloyds Banking Group) by handling Inbound & outbound calls for Collections portfolio dealing with unsecured products. Client Relationship Management Training and Development Attrition Management SLA Management Deadline-oriented Performance Management ● ● ● ● ● ● People Management Managing Collection portfolio Problem Solving Demonstrate Integrity Proficient in MS Office Coaching Methodology SMART and GROW MVJ College Diploma, Computer Science, 2005 St Peter's School High School, 1999 ● ● ● ● Risk Management Quality Review - Auditing Transaction & calls Hiring BCP Management