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Amar Gangurde

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Amar Gangurde

OPERATIONS MANAGEMENT PROFESSIONAL A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.

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AMAR GANGURDE G-103, Sai-Nagar CHS, Plot No-26, Sector 4, Kalamboli, Navi-Mumbai 410218 Phone: 9870726222. Email: amar.gangurde@gmail.com OPERATIONS MANAGEMENT PROFESSIONAL A result oriented business professional with over 12 years of extensive experience and proven abilities in strategic planning, managing projects, improving efficiency of operations, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity. *KEY COMPETENCIES*  Multi – Operations Management  Management Information System  Customer Services – Emails/Calls  ATM Services- FLM/OTC  Client/Vendor Management  Customer Relationship Management  Credit Cards Operations  ATM Service & Operations  People Management  Internal Audit  ATM/ VAULT Cash Audit  Cards Management OVERALL PROFILE  A result oriented business professional in planning, executing& managing processes, improving efficiency of operations, team building and detailing process information to determine effective result into operations.  Seasoned professional, with planning, execution,monitoring and resource balancing skills and ability to handle multiple functions and activities in high-pressure environments with tight deadlines.  Expertise in maintaining highest level of quality in operations; ensuring adherence to all the quality parameters and procedures as per the stringent norms.  An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organisational abilities.  Extensive experience in managing operations with demonstrated leadership qualities & organisational skills during the tenure.  Deft in steering banking back-end operations, analyzing risks and managing delinquencies with dexterity across applying techniques for maximizing recoveries and minimizing credit losses.  Analyzed & identified training needsof the team membersand developing, organizing and conducting training programs and manage bottom quartile team to improve their performance.  Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process relate to various verticals.  Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day operations like team performance, customer satisfaction ratings, and plans for improvement. PROFESSIONAL EXPERIENCE LOGICASH Pvt. Ltd. May 2017 to Present Position: Sr Manager IMT  Lead, manage and supervise the execution of IMT operations across Nation.  Ensuring an excellent coordination and interaction with internal as well as external customer on the matters pertaining to IMT operations.
 Monitor and manage the agreed SLA to avoid any penalty.  Resolving any concern/discrepancy raised by internal as well as external customer.  Ensuring all the calls are logged and closed in portal on timely basis to avoid penalty.  Monitoring consumable logistics, keeping track and control on consumption of ATM Network consumables.  Building & retaining positive relationship with the customer, Attending customer meeting related uptime and project.  Monitor team’s monthly reports regarding their performance, TAT, Quality and productivity, errors and coming with workable solutions to resolve it after consultation.  Analyze reports on a daily basis to highlight deviations & service delivery shortcomings ATM wise. Action based on analysis will include daily email communication highlighting the impact of any noted SLA failure & suggesting corrective measures to concerned team in Diebold (Eg. Cash, service, etc.) (Eg. with relevant service manager & service director in case of a downtime attributable to service engineer response time/ parts).  Monitoring affected ATMS to avoid any penalty/disputes.  Periodic escalation to the management to highlight affected ATMs/Locations.  Ensuring that the team members are delivering the best results, by motivating, monitoring and apprising them of their performances. Hitachi Payment Services Pvt. Ltd. 5th Dec, 2016 to May 2017 Position: Manager Operations (PAN India)  Managing PAN India ATM locations for site maintenance and ensuring field team is resolving issues with vendors for quick resolution.  Solely, responsible for theft attempt cases, electrical issues such as bill not paid, AC not working, earthing issues, signage & lollypop concerns arise, cleaning of sites, et cetera.  This role includes the services for YES Bank with the base of more than 2000+ ATM sites, and a single point of contact with team of 5 members.  Ensuring proper billing of vendors for their housekeeping services, and care taker services is taken on monthly basis by getting in sync billing team.  Handling bank escalations on site issues over the phone and via emails and providing them wow experience terms of customer satisfaction.  Also, ensuring an excellent coordination and interaction with in various departments and operation people on matters pertaining to high level escalations. CMS Info systems Pvt Ltd. 11th October 2012 to Dec- 2016 Position: Assistant Manager Operations (PAN India)  Responsible for managing and maintaining efficient ATM operations in Pan India.  Managing entire FLM (CC) Operations over 23 Locations with more than 2500 employees Pan India.  Deftly managing Operations, penalty and Billing of MSP like Tata, Diebold, Hitachi, Euronet, FSS, AGS, and FIS etc. across Pan India.  Involved in all operations of all Managed Service Provider (MSP).  Lead, manage and supervise the execution of Operations and responsible for presenting the findings and developing a high quality report of the Operations to Senior Management and Clients  Providing assistance and overall man management; also handle dissemination of information and updates  Managing and Handling top level escalations for all customers and banks of FLM related activities and coordinate with Superiors to resolve issues at higher level
 Successfully undertaking Data Analysis, developmental activities &Operations as well  Managing Database Management of new CRM Application in which all requirements needed to be incorporated for new CRM and analyzing and resolving technical aspects of Software, as well as from all MSP’s  Lead all weekly/monthly client conference calls especially for B2B clientele related to overall productivity  Share all monthly reporting deliverables with senior management team for client servicing department  Successfully done the transition of SIPL HO FLM/OTC to Mumbai from Delhi. Vertex Customer Solutions India Pvt ltd 22nd Aug 2011 to 6th Oct2012 Position: Assistant Manager Operations  Deftly managed Operations, Billing & Audit team of 150 Associates (CA’s) across Pan India.  Lead, manage and supervise the execution of external audit engagements, Operations and responsible for presenting the findings and developing a high quality report of the audit to Senior Management and Clients.  Analyze user requirements; plan and complete approved development projects (using project management principles) in partnership with business users  Manage relationships with business, external suppliers of software, technical support and other services to achieve project objectives.  By doing ATM Audits it helps the bank in bridging the process gaps and improvement in the efficiency of cash management as well as strengthens the related internal controls.  Successfully done project monitoring of Site Sourcing/ATM deployment and vendor management for PRIZM. FIRST SOURCE PVT LTD Aug 2010 –Apr 2011 Position: Team Leader- Operations  Deftly managed customer service operations dealing with Axis Bank Credit Card clients as per SLA within prescribed TAT with a 25 member team  Accountable for Quality calibrations to bridge the variances in Quality  Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process  Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process  Audit done for Travel Currency Debit Card process of Axis Bank. Axis Bank Sep 2006- Aug 2010 Calibehr Pvt Ltd, I- smart & Ma-Foi Position: Team Leader/Sr. Executive – Emails, Phone Banking & Correspondence Unit  Analyzed & identified training needs of the team members and developing, organizing and conducting training programs and manage bottom quartile team to improve their performance.  Monitored team’s monthly reports regarding their performance, TAT, Quality and productivity, errors and forwarding it to the senior management.
 Ensured highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence, inbound calls & email channels.  Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day operations like team performance, customer satisfaction ratings, and plans for improvement. ZENTA PVT LTD Mar 2006 – Sep 2006 Customer Relationship Associate JP Morgan Chase (Credit Card) Collections EDUCATIONAL CREDENTIALS  TY Bachelor of Commerce 2005 SIES College of Arts, Science, and Commerce Date of Birth: 07th October 1984 Language Proficiency: English, Hindi and Marathi Marital Status: Married Signature Amar Gangurde

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Amar Gangurde

  • 1. AMAR GANGURDE G-103, Sai-Nagar CHS, Plot No-26, Sector 4, Kalamboli, Navi-Mumbai 410218 Phone: 9870726222. Email: amar.gangurde@gmail.com OPERATIONS MANAGEMENT PROFESSIONAL A result oriented business professional with over 12 years of extensive experience and proven abilities in strategic planning, managing projects, improving efficiency of operations, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity. *KEY COMPETENCIES*  Multi – Operations Management  Management Information System  Customer Services – Emails/Calls  ATM Services- FLM/OTC  Client/Vendor Management  Customer Relationship Management  Credit Cards Operations  ATM Service & Operations  People Management  Internal Audit  ATM/ VAULT Cash Audit  Cards Management OVERALL PROFILE  A result oriented business professional in planning, executing& managing processes, improving efficiency of operations, team building and detailing process information to determine effective result into operations.  Seasoned professional, with planning, execution,monitoring and resource balancing skills and ability to handle multiple functions and activities in high-pressure environments with tight deadlines.  Expertise in maintaining highest level of quality in operations; ensuring adherence to all the quality parameters and procedures as per the stringent norms.  An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organisational abilities.  Extensive experience in managing operations with demonstrated leadership qualities & organisational skills during the tenure.  Deft in steering banking back-end operations, analyzing risks and managing delinquencies with dexterity across applying techniques for maximizing recoveries and minimizing credit losses.  Analyzed & identified training needsof the team membersand developing, organizing and conducting training programs and manage bottom quartile team to improve their performance.  Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process relate to various verticals.  Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day operations like team performance, customer satisfaction ratings, and plans for improvement. PROFESSIONAL EXPERIENCE LOGICASH Pvt. Ltd. May 2017 to Present Position: Sr Manager IMT  Lead, manage and supervise the execution of IMT operations across Nation.  Ensuring an excellent coordination and interaction with internal as well as external customer on the matters pertaining to IMT operations.
  • 2.  Monitor and manage the agreed SLA to avoid any penalty.  Resolving any concern/discrepancy raised by internal as well as external customer.  Ensuring all the calls are logged and closed in portal on timely basis to avoid penalty.  Monitoring consumable logistics, keeping track and control on consumption of ATM Network consumables.  Building & retaining positive relationship with the customer, Attending customer meeting related uptime and project.  Monitor team’s monthly reports regarding their performance, TAT, Quality and productivity, errors and coming with workable solutions to resolve it after consultation.  Analyze reports on a daily basis to highlight deviations & service delivery shortcomings ATM wise. Action based on analysis will include daily email communication highlighting the impact of any noted SLA failure & suggesting corrective measures to concerned team in Diebold (Eg. Cash, service, etc.) (Eg. with relevant service manager & service director in case of a downtime attributable to service engineer response time/ parts).  Monitoring affected ATMS to avoid any penalty/disputes.  Periodic escalation to the management to highlight affected ATMs/Locations.  Ensuring that the team members are delivering the best results, by motivating, monitoring and apprising them of their performances. Hitachi Payment Services Pvt. Ltd. 5th Dec, 2016 to May 2017 Position: Manager Operations (PAN India)  Managing PAN India ATM locations for site maintenance and ensuring field team is resolving issues with vendors for quick resolution.  Solely, responsible for theft attempt cases, electrical issues such as bill not paid, AC not working, earthing issues, signage & lollypop concerns arise, cleaning of sites, et cetera.  This role includes the services for YES Bank with the base of more than 2000+ ATM sites, and a single point of contact with team of 5 members.  Ensuring proper billing of vendors for their housekeeping services, and care taker services is taken on monthly basis by getting in sync billing team.  Handling bank escalations on site issues over the phone and via emails and providing them wow experience terms of customer satisfaction.  Also, ensuring an excellent coordination and interaction with in various departments and operation people on matters pertaining to high level escalations. CMS Info systems Pvt Ltd. 11th October 2012 to Dec- 2016 Position: Assistant Manager Operations (PAN India)  Responsible for managing and maintaining efficient ATM operations in Pan India.  Managing entire FLM (CC) Operations over 23 Locations with more than 2500 employees Pan India.  Deftly managing Operations, penalty and Billing of MSP like Tata, Diebold, Hitachi, Euronet, FSS, AGS, and FIS etc. across Pan India.  Involved in all operations of all Managed Service Provider (MSP).  Lead, manage and supervise the execution of Operations and responsible for presenting the findings and developing a high quality report of the Operations to Senior Management and Clients  Providing assistance and overall man management; also handle dissemination of information and updates  Managing and Handling top level escalations for all customers and banks of FLM related activities and coordinate with Superiors to resolve issues at higher level
  • 3.  Successfully undertaking Data Analysis, developmental activities &Operations as well  Managing Database Management of new CRM Application in which all requirements needed to be incorporated for new CRM and analyzing and resolving technical aspects of Software, as well as from all MSP’s  Lead all weekly/monthly client conference calls especially for B2B clientele related to overall productivity  Share all monthly reporting deliverables with senior management team for client servicing department  Successfully done the transition of SIPL HO FLM/OTC to Mumbai from Delhi. Vertex Customer Solutions India Pvt ltd 22nd Aug 2011 to 6th Oct2012 Position: Assistant Manager Operations  Deftly managed Operations, Billing & Audit team of 150 Associates (CA’s) across Pan India.  Lead, manage and supervise the execution of external audit engagements, Operations and responsible for presenting the findings and developing a high quality report of the audit to Senior Management and Clients.  Analyze user requirements; plan and complete approved development projects (using project management principles) in partnership with business users  Manage relationships with business, external suppliers of software, technical support and other services to achieve project objectives.  By doing ATM Audits it helps the bank in bridging the process gaps and improvement in the efficiency of cash management as well as strengthens the related internal controls.  Successfully done project monitoring of Site Sourcing/ATM deployment and vendor management for PRIZM. FIRST SOURCE PVT LTD Aug 2010 –Apr 2011 Position: Team Leader- Operations  Deftly managed customer service operations dealing with Axis Bank Credit Card clients as per SLA within prescribed TAT with a 25 member team  Accountable for Quality calibrations to bridge the variances in Quality  Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process  Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process  Audit done for Travel Currency Debit Card process of Axis Bank. Axis Bank Sep 2006- Aug 2010 Calibehr Pvt Ltd, I- smart & Ma-Foi Position: Team Leader/Sr. Executive – Emails, Phone Banking & Correspondence Unit  Analyzed & identified training needs of the team members and developing, organizing and conducting training programs and manage bottom quartile team to improve their performance.  Monitored team’s monthly reports regarding their performance, TAT, Quality and productivity, errors and forwarding it to the senior management.
  • 4.  Ensured highest standard of customer satisfaction and quality service; developing new policies and procedures to improve based on customer feedback and resolving customer queries via correspondence, inbound calls & email channels.  Ensured team cohesion & coordinating with the senior management on issues arising in the day- to-day operations like team performance, customer satisfaction ratings, and plans for improvement. ZENTA PVT LTD Mar 2006 – Sep 2006 Customer Relationship Associate JP Morgan Chase (Credit Card) Collections EDUCATIONAL CREDENTIALS  TY Bachelor of Commerce 2005 SIES College of Arts, Science, and Commerce Date of Birth: 07th October 1984 Language Proficiency: English, Hindi and Marathi Marital Status: Married Signature Amar Gangurde