Arpan Chakraborty

Results-driven professional with strong expertise in service delivery, quality, and compliance. Skilled team builder and lean certified process expert focused on continuous improvement through waste reduction. Known for handling complex situations with a client-centric, organised, competitive and process engineer mindset.

Business Process Lead - HRO Domain Support at Tata Consultancy Services (2013-01 – Present)

• 4 Transition Due Diligence for US, UK, AUS & NZ based client
• 5 process automation through agentic AI and cloud automation
• 8 CXO presentation developed for domain capabilities pitch
• 5 process blueprint and process reengineering execution for existing clients
• 26 FTES account end to end Transition, due diligence to stabilisation (q4'24)
• $12 mn BVA by tactical automation of Contract/Letter generation across the domain (q2'25)
• Stabilisation of NZ based transition within 3 months (q4 2025)
• Helped the Domain to set up WFH environment across the location during Covid
• FTE and SLA baseline execution for newly added logos
• 50+ Tactical point automation implemented across the domain

Retail End Customer Contact Center Lead at Tata Consultancy Services

• Successful KT execution for 40 FTES US based Retail End Customer Chat & Email services
• Defined Quality check framework for the customer
• Managed 3 teams of average 15 FTES BAU delivery
• Handled internal compliance review for account
• Successfully stabilised and handed over the assignment from KT to BAU within 8 months

Utilities Meter to Cash Lead at Tata Consultancy Services

• 2 Successful Knowledge Transfer for US and UK based customer
• Defined Quality Check Framework for both customer
• Handled 30 FTES Train the Trainee batch
• Managed 15 FTES BAU deliverables along with 5 FTEs Quality and Compliance team
• Generated $1.3 mn BVA during the span
• Execution of 3 separate SOX Audit for customer
• Process Quality and Compliance Audit
• Coach and Feedback based on Root Cause of Defects
• CAPA implementation