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Amit Sambhi Business Support Manager - Business Intelligence
 
Amit Sambhi's Profile
Amit Sambhi
Business Support Manager - Business Intelligence
Bank Of America
confidential
confidential
New Delhi / NCR, India
Toostep 
Professional summary

7 years of experience, around 6 years in PMO, MIS & Reporting and 1 year in Software development

Reporting to the Senior Vice President, handling the PMO Office and MIS/Reporting at multi site location (Hyderabad, Mumbai & Gurgaon)
Amit Sambhi's Experience
Current :

Corporate Planning/Strategy Manager, Bank Of America
Banking

Working from 2007

Brief summary :

Reporting to the Senior Vice President, handling the PMO Office and MIS/Reporting/ Analytics / Six Sigma/ Transition

Current :

Corporate Planning/Strategy Manager, Bank Of America
Banking

Working from 2007

Brief summary :

Reporting to the Senior Vice President, handling the PMO Office and MIS/Reporting/ Analytics / Six Sigma/ Transition

Current :

Corporate Planning/Strategy Manager, Bank Of America
Banking

Working from 2007

Brief summary :

Reporting to the Senior Vice President, handling the PMO Office and MIS/Reporting/ Analytics / Six Sigma/ Transition

Previous :

Performance Management Consultant, Analytics and Business Management Bank
Gurgaon-

Worked from 2009 to 2012

Brief summary :

Performance Management Consultant - Business Intelligence, Analytics and Business Management Bank Of America, Gurgaon- October 2009 - Present Coordination with Command centre and other departments to ensure adequate support for the project team on company merger projects. Interacting with partner through e-mails and daily conference calls to review and resolve operational issues as well as implementing new process and procedure changes. Identifying the dynamic business requirement and resulting in innovative reporting solutions for critical process measures and in-depth analysis. Handling the Risk and Internal Controls Function for Mortgage Division Working on Closure of Open Items from Risk Reviews, Critical To Compliance Sigma report out and analysis to top executives, taking respective approvals from Line Of Business or Key Stakeholders on key auditable documents, Daily interaction with key risk partners Managing, Analyzing and reporting the Risk Scorecard and Critical to Compliance Dashboard at Organization Level Migrated all the management dashboards to next level on Crystal Xcelsius Making and Publishing business reviews for top executives Enabling the service delivery team to manage process metrics by vibrant and detailed reporting solutions on all critical to organization defined matrix. Managing, analyzing and publishing the ASAT ( Associate Satisfaction Survey ) VOC ( Operations and Executive ) report out and analysis on the VOC action plans Managing the HOSHIN and tracking the metrics on monthly basis and reporting the same to business executives Automation of various business executives dashboards on Crystal Xcelsius and Crystal reports Re - engineered the Human Resource and Staffing reporting - Retention Management Dashboards , Staffing Dashboards Expertise in making Enterprise dashboard for the Senior Leadership Teams Part of Retention Management Council with other Senior Leaders to discuss and study attrition on a monthly basis Analytics Consultant - Transition

Previous :

Performance Management Consultant, Analytics and Business Management Bank
Gurgaon-

Worked from 2009 to 2011

Brief summary :

Performance Management Consultant - Business Intelligence, Analytics and Business Management Bank Of America, Gurgaon- October 2009 - Present Coordination with Command centre and other departments to ensure adequate support for the project team on company merger projects. Interacting with partner through e-mails and daily conference calls to review and resolve operational issues as well as implementing new process and procedure changes. Identifying the dynamic business requirement and resulting in innovative reporting solutions for critical process measures and in-depth analysis. Handling the Risk and Internal Controls Function for Mortgage Division Working on Closure of Open Items from Risk Reviews, Critical To Compliance Sigma report out and analysis to top executives, taking respective approvals from Line Of Business or Key Stakeholders on key auditable documents, Daily interaction with key risk partners Managing, Analyzing and reporting the Risk Scorecard and Critical to Compliance Dashboard at Organization Level Migrated all the management dashboards to next level on Crystal Xcelsius Making and Publishing business reviews for top executives Enabling the service delivery team to manage process metrics by vibrant and detailed reporting solutions on all critical to organization defined matrix. Managing, analyzing and publishing the ASAT ( Associate Satisfaction Survey ) VOC ( Operations and Executive ) report out and analysis on the VOC action plans Managing the HOSHIN and tracking the metrics on monthly basis and reporting the same to business executives Automation of various business executives dashboards on Crystal Xcelsius and Crystal reports Re - engineered the Human Resource and Staffing reporting - Retention Management Dashboards , Staffing Dashboards Expertise in making Enterprise dashboard for the Senior Leadership Teams Part of Retention Management Council with other Senior Leaders to discuss and study attrition on a monthly basis Analytics Consultant - Transition

Previous :

Business Support Manager, Analytics and Business Management Bank

Worked from 2009 to 2011

Brief summary :

Business Support Manager - Business Intelligence, Analytics and Business Management Bank Of America, Gurgaon- October 2009 - Present Coordination with Command centre and other departments to ensure adequate support for the project team on company merger projects. Interacting with partner through e-mails and daily conference calls to review and resolve operational issues as well as implementing new process and procedure changes. Identifying the dynamic business requirement and resulting in innovative reporting solutions for critical process measures and in-depth analysis. Handling the Risk and Internal Controls Function for Mortgage Division Working on Closure of Open Items from Risk Reviews, Critical To Compliance Sigma report out and analysis to top executives, taking respective approvals from Line Of Business or Key Stakeholders on key auditable documents, Daily interaction with key risk partners Managing, Analyzing and reporting the Risk Scorecard and Critical to Compliance Dashboard at Organization Level Making and Publishing business reviews for top executives Enabling the service delivery team to manage process metrics by vibrant and detailed reporting solutions on all critical to organization defined matrix. Managing, analyzing and publishing the ASAT ( Associate Satisfaction Survey ) VOC ( Operations and Executive ) report out and analysis on the VOC action plans Managing the HOSHIN and tracking the metrics on monthly basis and reporting the same to business executives Automation of various business executives dashboards on Crystal Xcelsius and Crystal reports Re - engineered the Human Resource and Staffing reporting - Retention Management Dashboards , Staffing Dashboards Expertise in making Enterprise dashboard for the Senior Leadership Teams Part of Retention Management Council with other Senior Leaders to discuss and study attrition on a monthly basis Assistant Manager - Transition

Previous :

Programming Analyst, Private Limited

Worked from 2006 to 2011

Brief summary :

Languages: VB.NET, VBScript ,HTML , DHTML, XHTML Databases: Oracle 9i,Ms Access , SAS V9 Certifications: Lean Certified PROFESSIONAL EXPERIENCE Convergys Information Management (India) Private Limited May 2006 - Present Well known US based BPOs Indian subsidiary. Programming Analyst Work Profile Executing projects to develop tools/ scripts for task automation and workflow management, for the processes being carried out at the offshore delivery centre. Coordinating with the US team and the client to understand requirements, analyze scripts provided by them and develop specifications. Remote transitioning of various release projects. Preparing the work estimates, and managing the resources. Designing the tool, writing the script/ code and testing the application. Ensuring project completion within specified time and budget and in compliance with quality norms and delivering it to the US team. Leading the assigned team (at present five members), assigning and reviewing tasks and providing technical support as well as mentoring new hires. Preparing the MIS reports for the client and the management. Achievements:

Previous :

Programming Analyst, Private Limited

Worked from 2006 to 2011

Brief summary :

Languages: VB.NET, VBScript ,HTML , DHTML, XHTML Databases: Oracle 9i,Ms Access , SAS V9 Certifications: Lean Certified PROFESSIONAL EXPERIENCE Convergys Information Management (India) Private Limited May 2006 - Present Well known US based BPOs Indian subsidiary. Programming Analyst Work Profile Executing projects to develop tools/ scripts for task automation and workflow management, for the processes being carried out at the offshore delivery centre. Coordinating with the US team and the client to understand requirements, analyze scripts provided by them and develop specifications. Remote transitioning of various release projects. Preparing the work estimates, and managing the resources. Designing the tool, writing the script/ code and testing the application. Ensuring project completion within specified time and budget and in compliance with quality norms and delivering it to the US team. Leading the assigned team (at present five members), assigning and reviewing tasks and providing technical support as well as mentoring new hires. Preparing the MIS reports for the client and the management. Achievements:

Previous :

Bank Of America ,
Gurgaon

Worked from 2007 to 2009

Brief summary :

Bank Of America , Gurgaon - Dec 2007 - May 2009 Successfully completed Countrywide Transition Harmonization of all functions across all sites of Bank Of America Handled two key projects during the time of Transition which resulted in the $ Cost savings of $3MM and Cost Avoidance of $2.4MM Handled PMO Office during Countrywide transition for all the streams of the transition team Successfully completed major release projects during the time of transition Preparing Monthly, Quarterly, Half Yearly, and Annual project health report for Senior Transition Executives Automation of project reports and removing NVAs Understanding the new requirements of business and implementing the same in the existing reporting structure Fulfilling the ad-hoc reporting requests from business Team Leader - Transition

Previous :

Bank Of America ,
Gurgaon

Worked from 2007 to 2009

Brief summary :

Bank Of America , Gurgaon - Dec 2007 - May 2009 Successfully completed Countrywide Transition Harmonization of all functions across all sites of Bank Of America Handled two key projects during the time of Transition which resulted in the $ Cost savings of $3MM and Cost Avoidance of $2.4MM Handled PMO Office during Countrywide transition for all the streams of the transition team Successfully completed major release projects during the time of transition Preparing Monthly, Quarterly, Half Yearly, and Annual project health report for Senior Transition Executives Automation of project reports and removing NVAs Understanding the new requirements of business and implementing the same in the existing reporting structure Fulfilling the ad-hoc reporting requests from business Lead Consultant - Transition

Previous :

Bank Of America ,
Gurgaon

Worked from 2007 to 2009

Brief summary :

Bank Of America , Gurgaon - Dec 2007 - May 2009 Successfully completed Countrywide Transition Harmonization of all functions across all sites of Bank Of America Handled two key projects during the time of Transition which resulted in the $ Cost savings of $3MM and Cost Avoidance of $2.4MM Handled PMO Office during Countrywide transition for all the streams of the transition team Successfully completed major release projects during the time of transition Preparing Monthly, Quarterly, Half Yearly, and Annual project health report for Senior Transition Executives Automation of project reports and removing NVAs Understanding the new requirements of business and implementing the same in the existing reporting structure Fulfilling the ad-hoc reporting requests from business Lead Consultant - Transition

Previous :

Bank Of America ,
Gurgaon-

Worked from 2006 to 2007

Brief summary :

Bank Of America , Gurgaon- Dec 2006-Dec 2007 Setup Centralized reporting for Bank Of America Gurgaon Site Preparing monthly business reviews/decks for the senior leadership Making Executive Business Reviews for different Line of Businesses Worked on various projects on Re-Engineering Concept like 1X1 Satisfaction, Employee related databases , Business Reviews etc Developed various in house tools like Process Performance Scorecard , `Lean Scorecard , Productivity tools for the smooth functioning of Mortgage operations Programming Analyst MIS and Software Development , Convergys Information Management India Pvt. Ltd. , Hyderabad Executing projects to develop tools/ scripts for task automation and workflow management, for the processes being carried out at the offshore delivery centre. Coordinating with the US team and the client to understand requirements, analyze scripts provided by them and develop specifications. Remote transitioning of various release projects. Preparing the work estimates, and managing the resources. Designing the tool, writing the script/ code and testing the application. Leading the assigned team (at present five members), assigning and reviewing tasks and providing technical support as well as mentoring new hires. Preparing the MIS reports for the client and the management. Process Developer - Analyst (Penske Billing), GE-Capital International Services Pvt. Ltd. , Hyderabad Handling the MIS and reporting for the process Responsible for making and publishing the AES / Stacks for the process on a Weekly , Monthly basis Working on SAS to pull out data and then organizing and taking out required reports for streamlining the process Managing Productivity dashboards for the process which have been appreciated and have been implemented in other processes across Customer Service as part of `Best Practice Sharing Managing the CSAT of the process and reporting out the same to the process executives

Previous :

Bank Of America ,
Gurgaon-

Worked from 2006 to 2007

Brief summary :

Bank Of America , Gurgaon- Dec 2006-Dec 2007 Setup Centralized reporting for Bank Of America Gurgaon Site Preparing monthly business reviews/decks for the senior leadership Making Executive Business Reviews for different Line of Businesses Worked on various projects on Re-Engineering Concept like 1X1 Satisfaction, Employee related databases , Business Reviews etc Developed various in house tools like Process Performance Scorecard , `Lean Scorecard , Productivity tools for the smooth functioning of Mortgage operations Programming Analyst MIS and Software Development , Convergys Information Management India Pvt. Ltd. , Hyderabad Executing projects to develop tools/ scripts for task automation and workflow management, for the processes being carried out at the offshore delivery centre. Coordinating with the US team and the client to understand requirements, analyze scripts provided by them and develop specifications. Remote transitioning of various release projects. Preparing the work estimates, and managing the resources. Designing the tool, writing the script/ code and testing the application. Leading the assigned team (at present five members), assigning and reviewing tasks and providing technical support as well as mentoring new hires. Preparing the MIS reports for the client and the management. Process Developer - Analyst (Penske Billing), GE-Capital International Services Pvt. Ltd. , Hyderabad Handling the MIS and reporting for the process Responsible for making and publishing the AES / Stacks for the process on a Weekly , Monthly basis Working on SAS to pull out data and then organizing and taking out required reports for streamlining the process Managing Productivity dashboards for the process which have been appreciated and have been implemented in other processes across Customer Service as part of `Best Practice Sharing Managing the CSAT of the process and reporting out the same to the process executives

Previous :

Bank Of America ,
Gurgaon-

Worked from 2006 to 2007

Brief summary :

Bank Of America , Gurgaon- Dec 2006-Dec 2007 Setup Centralized reporting for Bank Of America Gurgaon Site Preparing monthly business reviews/decks for the senior leadership Making Executive Business Reviews for different Line of Businesses Worked on various projects on Re-Engineering Concept like 1X1 Satisfaction, Employee related databases , Business Reviews etc Developed various in house tools like Process Performance Scorecard , `Lean Scorecard , Productivity tools for the smooth functioning of Mortgage operations Programming Analyst MIS and Software Development , Convergys Information Management India Pvt. Ltd. , Hyderabad Executing projects to develop tools/ scripts for task automation and workflow management, for the processes being carried out at the offshore delivery centre. Coordinating with the US team and the client to understand requirements, analyze scripts provided by them and develop specifications. Remote transitioning of various release projects. Preparing the work estimates, and managing the resources. Designing the tool, writing the script/ code and testing the application. Leading the assigned team (at present five members), assigning and reviewing tasks and providing technical support as well as mentoring new hires. Preparing the MIS reports for the client and the management. Process Developer - Analyst (Penske Billing), GE-Capital International Services Pvt. Ltd. , Hyderabad Handling the MIS and reporting for the process Responsible for making and publishing the AES / Stacks for the process on a Weekly , Monthly basis Working on SAS to pull out data and then organizing and taking out required reports for streamlining the process Managing Productivity dashboards for the process which have been appreciated and have been implemented in other processes across Customer Service as part of `Best Practice Sharing Managing the CSAT of the process and reporting out the same to the process executives

Previous :

Information Systems(MIS)-Manager, GE
IT Services

Worked from 2002 to 2006

Previous :

Business Analyst, Ge - Capital International Services

Worked from 2002 to 2006

Brief summary :

Consistently placed in topmost bracket for quality compliance. Received appreciation from US office for outstanding performance in the requirement meeting calls with US clients. Projects: Scripts - A form based interface to collect the specified information, for an inbound process of HSBC, from their credit card customers. A Graphical User Interface enables information collection and also facilitates providing of appropriate information to customers about the prevalent offers. ICMS - A tool to develop Scripts for processes of diverse clients, across product segments, e.g. Credit cards and Loans. A GUI is used to develop scripts through Drag and Drop function. It also provides the facility of writing code from within the tool to handle the flow in the script. It has the facility to send data through XML transmissions through FTP or HTTP. IPS - This is a tool to view scripts generated by ICMS for both inbound and outbound call operations. Reporting - Tool to produce reports from call centre data. Ge - Capital International Services July 2002 - May 2006 Penske Billing. July 2005 - May 2006 Process Developer - Business Analyst Work Profile: Writing Access queries being asked by different businesses Working on SAS to pull out data and then organizing and taking out required reports for streamlining the process Handling Customers Accounts receivable-Crediting and debiting the customers accounts as per the open receivable. Team Management: Managing (Penske Truck Leasing - Billing department) team of 14 with full responsibility in handling Customer accounts for billing purposes and update customer contact address. Responsible for the Trainings, Assessments and feedback of my team members on their day-to-day work review. Responsible to update Clients on daily basis about teams performance, Track the sigma level of the process for the week and month and project the same to the Client, Sops and update the Tax codes daily. Analyzing the taken feedback from the Clients for Business development and Customer satisfaction. Participating with Senior Managers in the monthly meetings for the new learnings and process development. Creating backups for the associates. Risk Underwriting July 2002 - July 2005 Process Developer Work Profile Processing all the credit applications for 30 PLCC clients including 5 business clients. Successfully handling all the responsibilities related to the process growth and improvement. Worked as an active member of EC-VOC team. Conducting training sessions and huddles for the team. Also preparing customer database for the entire process for cold calling. Preparing Manuals about Products and also preparing communication dashboards for the process. Sending emails to the clients regarding process updates, services, all steps from beginning to the finalizing of a fraud account, as its a Critical process involving both outbound and inbound calls. Have prepared Productivity Dashboards that have been appreciated and have been implemented in other processes across Customer Service as part of Best Practice Sharing Handling a team of twelve members as a PCM. Meeting the Service level at every hourly interval for the process. Meeting all the CTQs in the process and all the Compliance requirements. Currently using the DMAIC ideology for reducing the process wise defect rate. Help in automation of various tools of the process so as to reduce the process time on processing time on each credit application. Was also maintaining Team adherence to Compliance and legal guidelines. Reporting of process wise sigma dashboards along with customer complaints resolution process procedure. DMAIC Certified. Handling BCP- DRP activities for the complete process Achievements: Awarded Unnati certificates for 3 consecutive months for automating the attendance tracker, neighboring state locator and process updates on SPLASH. Awarded the Team Extra Miler award for outstanding performance for the 2nd quarter. Awarded Best Trainee for the 2nd quarter during the process training. Awarded Employee of the Month award for 2nd quarter. Prevented fraud for almost $250,000 till date in the consumer underwriting and around $450,000 in the commercial business accounts. Have been maintaining VIC and Quality record for the team panthers for the past 5 months. Awarded the best Underwriter of the quarter for the year 2004 . Was appreciated for LEAN idea for the reduction of Wing-to-Wing Cycle time Being an active part of Six Sigma project.

Previous :

Information Systems(MIS)-Manager, GE
IT Services

Worked from 2002 to 2006

Previous :

Business Analyst, Ge - Capital International Services

Worked from 2002 to 2006

Brief summary :

Consistently placed in topmost bracket for quality compliance. Received appreciation from US office for outstanding performance in the requirement meeting calls with US clients. Projects: Scripts - A form based interface to collect the specified information, for an inbound process of HSBC, from their credit card customers. A Graphical User Interface enables information collection and also facilitates providing of appropriate information to customers about the prevalent offers. ICMS - A tool to develop Scripts for processes of diverse clients, across product segments, e.g. Credit cards and Loans. A GUI is used to develop scripts through Drag and Drop function. It also provides the facility of writing code from within the tool to handle the flow in the script. It has the facility to send data through XML transmissions through FTP or HTTP. IPS - This is a tool to view scripts generated by ICMS for both inbound and outbound call operations. Reporting - Tool to produce reports from call centre data. Ge - Capital International Services July 2002 - May 2006 Penske Billing. July 2005 - May 2006 Process Developer - Business Analyst Work Profile: Writing Access queries being asked by different businesses Working on SAS to pull out data and then organizing and taking out required reports for streamlining the process Handling Customers Accounts receivable-Crediting and debiting the customers accounts as per the open receivable. Team Management: Managing (Penske Truck Leasing - Billing department) team of 14 with full responsibility in handling Customer accounts for billing purposes and update customer contact address. Responsible for the Trainings, Assessments and feedback of my team members on their day-to-day work review. Responsible to update Clients on daily basis about teams performance, Track the sigma level of the process for the week and month and project the same to the Client, Sops and update the Tax codes daily. Analyzing the taken feedback from the Clients for Business development and Customer satisfaction. Participating with Senior Managers in the monthly meetings for the new learnings and process development. Creating backups for the associates. Risk Underwriting July 2002 - July 2005 Process Developer Work Profile Processing all the credit applications for 30 PLCC clients including 5 business clients. Successfully handling all the responsibilities related to the process growth and improvement. Worked as an active member of EC-VOC team. Conducting training sessions and huddles for the team. Also preparing customer database for the entire process for cold calling. Preparing Manuals about Products and also preparing communication dashboards for the process. Sending emails to the clients regarding process updates, services, all steps from beginning to the finalizing of a fraud account, as its a Critical process involving both outbound and inbound calls. Have prepared Productivity Dashboards that have been appreciated and have been implemented in other processes across Customer Service as part of Best Practice Sharing Handling a team of twelve members as a PCM. Meeting the Service level at every hourly interval for the process. Meeting all the CTQs in the process and all the Compliance requirements. Currently using the DMAIC ideology for reducing the process wise defect rate. Help in automation of various tools of the process so as to reduce the process time on processing time on each credit application. Was also maintaining Team adherence to Compliance and legal guidelines. Reporting of process wise sigma dashboards along with customer complaints resolution process procedure. DMAIC Certified. Handling BCP- DRP activities for the complete process Achievements: Awarded Unnati certificates for 3 consecutive months for automating the attendance tracker, neighboring state locator and process updates on SPLASH. Awarded the Team Extra Miler award for outstanding performance for the 2nd quarter. Awarded Best Trainee for the 2nd quarter during the process training. Awarded Employee of the Month award for 2nd quarter. Prevented fraud for almost $250,000 till date in the consumer underwriting and around $450,000 in the commercial business accounts. Have been maintaining VIC and Quality record for the team panthers for the past 5 months. Awarded the best Underwriter of the quarter for the year 2004 . Was appreciated for LEAN idea for the reduction of Wing-to-Wing Cycle time Being an active part of Six Sigma project.

Previous :

Information Systems(MIS)-Manager, GE
IT Services

Worked from 2002 to 2006

Previous :

Assistant Manager - Transition, Bank of America
Banking

Worked from 2007 to

Previous :

Team Leader - Management Information System, Bank Of America
Banking

Worked from 2006 to

Previous :

Programming Analyst at Convergys Information Management India Pvt Ltd, Convergys
Outsourcing/Offshoring

Worked from 2006 to

Previous :

Business Analyst - Business Planning & Management Information System, GE
Electrical/Electronic Manufacturing

Worked from 2003 to

Amit Sambhi's Education

Symbiosis Institute of Business Management, (SIBM) Pune
MBA/PGDM
India
From 2003 to 2005

Symbiosis Institute of Business Management, (SIBM) Pune
MBA/PGDM
India
From 2003 to 2005

Symbiosis Institute of Business Management, (SIBM) Pune
MBA/PGDM
India
From 2003 to 2005
 
 
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Amit's contributions
Very nice Article
Can anybody help me in Knowing the various new Analysis which can be done for Retention
 
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