Anand Pratap

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Worked on a top UK Retail bank Customer Journey - Reviewed, revamped the Journey maps of top contact drivers leading to Detractors/Strong Detractor/Passive advocacy, which helped the NPS jump from 58 to 66 in 4 months

- Reduced Exit rate from 14.51% to ~11% of new activation for a leading UK telecom - Used Google analytics to map the Journey for a new customer to understand the Exit rate, toggling in different screen, introduced Help section, Quick Chat option, enhancement in plan selection page

- Created a predictive model using Statistics, which analyses historical performance and triggers action for any non performing metric, deployed across company

- Reduced Early life attrition from 8% MoM to less than 5% by utilising Fishbone analysis, Leaver profile study, deployed Red Book to filter better profiles, developed Attrition Prediction model which uses statistics to trigger advisors on Attrition risk by analysing Attendance/Performance/Behaviour etc

- Improved margin for delivery for a top US mortgage client loan processing by 25% from 40% to 65% by digital transformation - Utilised Process engineering, Robotic automation, transformed the process from a manual human to 100% BOTs process

- Won new business for digital transformation in US mortgage space using Define>Design>Deploy model, 6 projects won in span of 3 years worth $1.2 million

- Worked on a Software migration project for a UK based Invoice finance client, created Business Capability model, which helped understanding how the new software would cater different departments, identified activities which can be automated through new tech, mapped 208 processes across 13 departments

- Ran boot camps for US mortgage client to understand the process inefficiencies, ran digital transformation plan and helped them digitize few processes

· Trainer for Green Belt, Lean Six Sigma

· Green belt and Black Belt project mentoring

· Assisting in Root Cause Analysis and FMEA

· Process Re-engineering & Process Improvement

· Providing Consultancy to the operations regarding the challenges faced day to day

· ISO 9001:2008 implementer and facilitator

· Worked on Stability and Capability Initiative

· Deployed Control charts effectively

. Conducting Mock audit for compliance

. Worked on Project Health Score Card which presents the project health on a month on basis like SLAs, Headcounts, Attrition, Reason for Attrition, plugging solutions for SLA misses, Attrition control

. Worked on project performance report which provided insight for future planning to overcome the issues faced in current Quarter

· Reported KPI’s for many processes on a daily, weekly and monthly basis

· Actively participated in data cleans and standardization efforts

· Adeptly introduced quality implementation measures like Checklist & Detailed Documentation.

· Analyzing existing process flow and finding ways to improve the process flow.

· Preparation of monthly dashboard which provides monthly TAT, Efficiency and performance of the process.

Organized Brain Storming session to get the problem areas faced in process

· FSA Reporting which includes presentation of liquidity, performance of Bank assets, mortgages, future investment of the Bank on a daily, weekly, monthly and yearly basis.

· Accounts Payable process

· Reconciliation process

· Treasury Reports

· Extracting raw data from the individual tax payer of US through email.

· Analyzing data and making it ready to be considered for the taxability purpose.

. Calculating the taxes of the Tax payer and informing the Client KPMG about the taxability through mail