Durga Prasad R K H Banka

- Research and evaluate existing business workflows by applying various business analysis tools, analyzing the end-to-end processes & solutions and provide inputs in further streamlining operations
- Smooth transition to Siebel CRM application and ongoing functional & technical support to all the India teams
- Collaborate and work closely with the US development & IT teams on various business application releases, understand existing challenges and implement fixes
- Improve information access, integration and reporting capabilities within the respective domains
- Coordinate & work closely with various Business Unit partners across locations for updates on process & product enhancements and propose alternatives/solutions
- Work with respective Business unit contacts to identify projects that could be transitioned to India & also coordinate the training efforts for the transitioned projects
- Requirements gathering from various stakeholders including Product Management & Strategy teams
- Perform feature-impact and Gap analysis to understand the scope of new product development
- Provide technical & process expertise support to the team
- Monitor, maintain and manage the workflows in order to exceed production standards resulting in efficiencies gains
- Provide input and support to operations teams and performs in-depth analyses, develops plans and approaches for design, enhancements and developments
- Lend guidance and expertise for developing, testing and validation of various business applications

- Ensure compliance of all ISO 9001:2000 processes
- Facilitate monthly calibration sessions between operations leads and quality auditors
- Publish Agent performance monitoring and other ISO compliance reports on time
- Was actively involved in initial Quality Process design for new businesses to bring them under the purview of ISO
- Analyze Customer Satisfaction scores and initiate various quality enhancement trainings / programs
- Participate in Voice Of Client conference calls, analyze reports and initiate steps for improving Client as well as end customer satisfaction