Bijoy K

Head Business Operation I Fintech I Banking and Payments I Prepaid Cards I Compliance

• Handled 100+ employees and 12 different departmental operations • Directs and coordinates activities of multiple departments, such as: Customer Support, Business Development, Account Security, Fraud Prevention, Merchant Risks, Bank Reconciliation, Quality Assurance, Banking Operations, IT Support, Learning & Development, Human Resource, Operational Support • Monitoring existing processes and analyzing their effectiveness; and creating strategies to improve productivity and efficiency. • Responsible for managing quality assurance programme and ensure quality service and support for customer from 190 countries. • Supervising, hiring, boarding, training other employees. Responsible for formulating and administering organization policies. • Responsible for creating a highest level of efficiency possible within an organization • Oversaw the day-to-day activities of a company with coordination with departmental heads, Team Leads and Managers. • Responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance. • Responsible to foster and ensure happy working atmosphere. • Responsible to handle safety and security of the employees by supervising the admin and transport facilities

Core -Responsibilities • Operation Management • Product and Process Management • Training (Learning & Development) Core Competencies • Multi-tasking • Crisis Management • Relationship management • Interpersonal Skills • Qualitative Results

• Team Handling • Handling Quality for Customer Due Diligence-Document Verification for 190 Countries • Personnel and Business Verification (India and Bangladesh) • Customer Support over 190 Countries (online) • Business Profiling and Marketing • Website Review • Business Promotional Activities • Preparing and handling promotional material for media and Publications • Content writing / Conceptualization • Creates & maintain all Standard Operating Process Guidelines

• Customer Support over 190 Countries (online) • Handling Banking, Credit Card and Verification enquiries • Assisting HR in recruitment of the new agents • Assisting the Administration • Training of the new agents on floor

• Senior Customer Service Agent (CSA for British Airways) • Responsible for the productivity and quality of the team • Generating Brainwave ideas to improve process effectiveness and efficiency thereby generating the cost savings • Creating Monthly Quality Reports for the Team • Analyze customer complaints and drive improvement process to avoid repetition • Mentoring of agents within the team to improve their parameters

• Conversion from word to HTML, Word to ASCII and PDF to html etc • Creation, maintenance, conversion and enhancement of various formats of input files include MS Word, PDF, HTML, and 3B2. • Processing financial data for direct EDGAR filing by using HTML and ASCII. • Financial Typesetting and Pagination and Analysts’ Research Reports.