1. Ashwini K Verma
Email – ashwiniverma@hotmail.com
Phone # +91 77740 36502 & +91 98330 02331
Précis
A process and project management professional with rich experience in Operations Management, Process Transition,
MIS, Transformation, Business Strategy and Project Management in BFSI & Customer Services
Core Competencies Entail
15 Years of comprehensive experience in the areas of:
o Transition & Operations Management, Process Re-engineering, Training Management & Customer Service
o Management Information System (MIS)
o Strategic & Tactical Planning and Implementation
o Business Development support
o Operational Budget & Cost Optimization
o Process Improvement, Quality and Risk Management
 Proficient in leading dedicated teams for running successful business operations and experience of developing
procedures and service standards for business excellence.
 Understand key customer deliverables, deliver on them and ensure customer delight at every available customer
contact as a team. Design and establish robust governance and performance management to ensure information flow,
review and client expectation management.
 Extensive exposure in discovery, designing, migration and implementing standard back office Shared Service &
CPC processing model using market customized products & development of core workflow systems.
 Possess excellent interpersonal, analytical, troubleshooting and team building skills with proven ability in planning /
managing resources and establishing quality/security systems and policy/procedures for the organization.
 Extensive experience in Finance, Banking, Payments, Remittance, Healthcare domain & Customer Service
 Preparation of Projection Reports, Bucket Analysis, Dashboard, Statistical Report and Data Analysis for effective
use of data to drive business goals. Proficient in MS-Excel and Excel Reports
Professional Experience
3i Infotech Ltd Feb 2015 – May 2015
Manager
o Gap analysis and process improvement through six sigma methodology
o Resource optimization through increased productivity and 100 % adherence to TAT & sigma quality.
o Process mapping and documentation for process standardization & validation of process SOP through process flows
o Analysis of data and reports and preparation of management reports
o People and performance management through scorecard governance, town halls and building employee for
leadership roles through Leadership development programs
o Assist business development through pre-sales support on RFP’s, RPI’s and estimations
o Conduct workshop with process owners on identification of process improvements areas and business growth
Hinduja Global Solutions Mar 2013 – Jan 2015
Manager
o Responsible for Training & SLA ready people with quality
o Identifying, development & implementation of best practice that increases performance for voice & web chat
processes
o Responsible for cross skill training & managing teams to work in sync with the corporate set parameters & motivate
for achieving business and individual goals.
o Responsible for maintaining low attrition rate, stake holder management and end customer satisfaction
o Performance review based on defined KPI and - Developed Performance Improvement Plan
o Implemented Capacity utilization Model for effective and optimum resource utilization
o Talent Acquisition, Client Communication, Vendor Management & Review with Management and MIS
Process Central Ltd. May 2012 – Dec 2015
Manager
o Mapping business requirements; coordinate in developing process flows, implementing and transitioning processes
in line with internal guidelines.
o Monitoring overall functions of the processes, identifying improvement areas and implementing measures to

2. maximize customer satisfaction level.
o Lead migration teams and ensure seamless migration through proper training of resources and resolution of issues on
a timely basis as well as regular post migration reviews.
o Responsible for collating, compiling and communicating the Weekly/ Monthly reports measuring the teams
deliverable against the SLA metrics to the Client. Preparation of monthly billing report, various tracking reports.
o Framing work directions & plan, preparing and presenting various daily/weekly/monthly MIS reports.
o Performed productivity and cost analysis that resulted in re-direction of resources towards high potential areas,
Ensured adequate staffing, deployment and utilizations of resources.
o Excel in formulating strategies, driving process excellence initiatives, deriving substantial improvements across
diverse business processes with implementation of Lean Methodology, preparing Process Dashboard, SLA Report,
Balance Score Card to assess the performance of the Process, Individual & Team
3i Infotech Ltd Mar 2007 – Apr 2012
Deputy Manager
o Headed & successfully migrated insurance support service and strategic resource for top actuarial consulting firms
Perr & Knight (US) with expertise spanning all lines of business & US jurisdictions
o Manage day-to-day operations of off-shore processing for largest third party payment service provider in US. This
involved interacting with the 5 onshore sites and managed over 200+ FTE’s
o Managed various processes such as PDC management (Bajaj & ICICI Bank, etc.), Insurance advisory services,
vendor payments and credit card data entry, Remittance, Record Management etc. and MIS management
o People & performance management involved regular governance, employee motivation and feedback management.
Devised a toolkit called SMART (Service-Management Analysis Reporting Toolkit) consists of knowledge
repository and online dashboard MIS system
o Contributed in Setup, transition management and process improvements transitioned many domestic and
international projects from scratch to steady state.
o Key member in discovery, conceptualization, setting up CPC model in West African banks to centralize their branch
banking operations. The project was conceptualization of shared service center for 200 branch operations to CPC
model and involved two largest Banks in Nigeria region. Acted as Business analyst/transition manager for one zone
and transitioned over 45 braches loan and clearing operations to CPC.
o Part of task force member in achieving Quality (ISO 9001-2005) and security (ISO 27001) certification for BPO
division. The certification was achieved within stipulated timeframe.
o Institutionalized governance structure, standard process management toolkit and dashboard resulting in better SLA,
performance, production tracking and revenue management. A standard toolkit SMART
Mastek Ltd. Mar 2007 – Apr 2012
Senior Team Leader
o Successfully migrated & transitioned banking process to Carretek Offshore Centre (Global Delivery Model).
o Perform “Transition Program Management” that includes development of transition plans, project execution, training
& knowledge transfer and client relationship.
o Worked at the client site at “Bank of New York US for than 4 months as a part of transition team for process
transition, establishment of governance model, process understanding & mapping and process training
o Sustaining Client SLA, team motivation levels with several programs, compensation structure and inter group’s
coordinator including client & people Management
o Worked for HPS Sales process & New England Finance for US Insurance
o Envisaged and implemented appropriate processes and tools to leverage and optimize operational performance.
Touchtel Sales Executive Aug 2002 – Jan 2003
Celetron Power Private Ltd. Planning Officer Apr 1999 – Apr 2002
Wipro Limited Trainee Sales Executive Apr 1998 – Jan 1999
Key Achievements and Awards
o Award for Best Leadership and Training Manager across PAN Indian (HGS)
o Awarded for “Best Practices” and commitment with 3i Infotech.
o Given the opportunity to head Pune Centre for a year.
o Active member in getting ISO 9001-2000 certification for Mastek

3. o Awarded with “Raising of the Toast”, “Bedrock” & “Pat on the Back” awards for successfully transitioning of
“Exception Banking Process” and “Account Reconciliation Process” meeting client SLA’s.
o Special recognition awards for “Best Performance in Transition & faster ramp-up of the process” and “commitment
with Mastek”
o Cost saving of the company to the extent of $ 62, 000 by reducing risk through process improvement and creating
fraud training tool kit for exception process.
o Implemented visual “Production Management System”. This helped to achieve operational efficiency of 30% and
YoY Operational cost reduction of 10%
o Prepared SOP’s for several process
o Contract review on MSA, SOW and effective closure with proper sign-off and service level agreements
Educational Credentials
o Graduate in Science
o Diploma in Computers
o Certification in Computing
Training and Development Programs
o Team building and leadership qualities
o Effective Communication
o Client Relationship Management
o Internal Quality Audits & Process.
o Certification in Interview & Recruitment
o Leadership
Address
o Flat # 103, A Wing, Rajbhar Arcade, Chinchpada Road, Kalyan (E), Thane - 421306