Manidip Ganguly

Assistant Manager at Aegis Ltd. manidip.ganguly@outlook.com

Summary
10+ years of experience in diverse fields like HR Analytics, Shared Services, MIS, WFM ,U.S. Mortgage, Telecom Customer Care and Back office, having worked with esteemed organizations like Reliance Communications ,Capita(U.K) , J.P. Morgan Chase and Essar Group Specialities: Analytics ,Operations, WFM, MIS, FP&A and Team Management.

Experience
Assistant Manager at Aegis Ltd. April 2011 - Present (2 years 7 months) HR Analytics, Compensation Analysis ,Financial Planning & Analysis Preparing Monthly/Quarterly & Yearly Budgets , Forecasts, Headcount , Revenue , Seat Utilization and Profit and Loss analysis reports for the entire Aegis Shared Services Team Leader at J.P. Morgan September 2008 - August 2010 (2 years) Supporting mainly the Asia Pacific and Europe Middle East & Africa regions HR related MIS reporting requirements. This also includes Legal, Risk & Compliance and Statutory reporting for presentations to organizations like S.T.P.I , S.E.B.I , B.M.C.external Auditors. Dashboard Reporting for Top of the House Clients using Business Objects Payroll MIS Lead- Single-handedly supporting the Payroll(Monthly Inputs like monthly Salary details, Bank Accounts, Joining Bonus , Hires and Leavers , contact details etc) and Ad-hoc Reconciliation and Year-end Tax related MIS reporting for the APAC Region. Generating MIS for various functions within HR like Benefits(e.g. Insurance ,Dependents, E.S.I.C. , Service Awards etc.),On boarding, Off boarding , Data Management and Reconciliation, Compensation & Benefits , Diversity and Risk and Compliance , Expatriate Adminfor the Asia Pacific region. Conducting Research and Analysis of existing MIS reports to automate them with the help of Business Objects, People Soft Web Interface, People Soft Query, PL SQL and Advanced Excel and Ms Access. This role also involves interacting with the various internal teams and external vendors for understanding the process and seamless integration of our MIS reports with their systems. Team Leader at Adventity BPO October 2006 - September 2008 (2 years) Mortgage Lender Research & Management, Vendor and Franchise Management and Lender Pipeline, volume and revenue analysis and MIS..Handling a Pricing AnalyticsTeam of 11 Mortgage Analysts(across two sites in Mumbai and Chennai) in securing pre-approvals from U.S. mortgage lenders and ensuring maximum
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backend revenue per loan .Maintaining a database of Mortgage Products of Top Banks in the U.S and their guidelines to support the origination team. Analyst - Work Flow Management at CAPITA Offshore Services Pvt. Ltd. November 2005 - October 2006 (1 year) Process level - Operations Planning & Strategy Work Flow Management Scheduling, Staffing, Forecasting and Rostering, Allocating Tasks to Users and Real Time Monitoring with my team of 5 WFM Executives across 2 sites and 2 shifts. MIS Ops Learning Curve Analysis, Management Dashboards, Daily/ WTD & MTD reports Training & Development Process Training of new Mangers and On-the-job training for new hires joining in my team Meeting Client Expectations and Client Interactions Meeting Turn Around Time SLA Team Leader- Telecom Customer Care at Reliance Infostreams Pvt Ltd August 2003 - November 2005 (2 years 4 months) Team Lead Billing Services Group/ Collections Outbound: Managed a team of 20 Billing-Inbound CSRs and a Team Coach. Conducted their Probationary Assessment & Performance Appraisals. Queue monitoring using CMS Call Quality monitoring using NICE software. Conducted One-To-One Coaching & Feedback sessions. Held Training sessions in the event of Process change and ensured smooth transition. MIS &WFM Coordinator: Apart from MDN analysis using dumps from the IN Server for my Telecom Circle ,I used to prepare the weekly shift roster for 350 FTEs of West Bengal & Bihar Telecom Circle Inbound operations process. Also responsible for the internal MIS of the circle generated MIS reports like Daily Absenteeism, Late Login, Call Flow Analysis report, Transport Roster, Attrition Report, and Operations Level drill down reporting like the 4-Quadrant Reports for Manager/TL/Team Member performance reports for Appraisals and numerous Ad Hoc reports.Monitored our Circles Queue w.r.t. Call Flow, Abandon% and Call Waiting. This involved managing Breaks and Aux Status of CSRs logged in. [Real Time Monitoring]. This role also included preparation and analysis of WFM MIS reports and co-coordinating with Operations Heads and the Human Resource department for conducting Requirement against gap analysis and tae hiring decisions.

Languages
English Hindi Bengali (Full professional proficiency) (Native or bilingual proficiency) (Full professional proficiency)

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Skills & Expertise

Management Human Resources HR ANALYTICS WFM MIS Advanced Ms Excel Ms Accesss Business Objects Querying & Reporting via SAS Ms SQL Server FP&A Scheduling Rostering Forecasting Planning Real Time Monitoring Customer Care Operations Data Operations US Mortgage Budgeting P&L Analysis IEX Total View E-First WFM Tool Nice Logger Avaya CMS Pricing Voice Operations Telecom Customer Care Budgets Strategy Workforce Management Training

Education
Symbiosis institute of Management Studies PGDBA, Operations Management and Supervision, 2004 - 2009 Grade: A+ NIIT GNIIT, Computer Software Engineering Grade: A+ South Point High School 10th University of Calcutta
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Bachelor of Commerce (BCom) Honours, Commerce

Interests
Reading Books Listening to Music

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Manidip Ganguly
Assistant Manager at Aegis Ltd. manidip.ganguly@outlook.com

Contact Manidip on LinkedIn

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