1. Naveen Kumar Pabba
 +91-9963029884
 : pabbanaveen@gmail.com
An astute professional with 10+ years of experience in Operations Management, CustomerAn astute professional with 10+ years of experience in Operations Management, Customer
Relationship Management, Transaction Quality & Process Improvements. An effectiveRelationship Management, Transaction Quality & Process Improvements. An effective
communicator with honed analytical, problem solving & organizational abilities.communicator with honed analytical, problem solving & organizational abilities.
Professional Synopsis
 A professional with 10+ years of experience in customer service, banking operations with key focus on top line
profitability, developing future leaders and domain experts
 Skilled & experienced in managing multiple clients and delivering solutions for business problems
 Proven skills in managing multiple teams motivating them for achieving business and individual goals
 An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem
solving & organizational abilities. Possess a flexible & detail oriented attitude
 Ability to drive and execute plans post analysis considering operational and people risk
Core Competencies
Strategic Planning Quality Management Trainings & Development
Drive Execution LEAN Team & Performance Management
Risk Management Process Enhancements Client Relationship Management
Operational Service Delivery: Roles & Responsibilities
Wells Fargo India Solutions Pvt. Ltd: Aug, 2010 – Till date
 Manage a team of 54 Team Members (including 2 Front Line Managers) with multiple lines of business
and ensuring adherence to metrics of all business lines month on month
 Migrated 2 critical processes from US (holding a US Business VISA Valid till 2021)
 Lead multiple IDEA Projects which resulted in overall reduction of AHT of multiple queues
 Lead the effort of reducing error rate for all teams
 Coordinate with Business Partners to support the Operations need daily
 Lead the efforts of training 60 TMs for both Transitions & Internal Cross Skilling standpoint
 Building & sustaining the Business Relationship with LOB & Internal Support partners
 Responsible for driving the monthly performance discussion with Team Member and Leadership teams
 Checking and ensuring 100% adherence to the Information Security guidelines as per company
guidelines
 Baseline of metrics during transition phase and revision of metrics at regular intervals
 Creation of Performance reports & Dashboards for Team Members and presenting them to Leadership
team and LOB at a regular intervals

2. BA Continuum Solutions Pvt. Ltd: Feb 2006 – Aug, 2010
 Managed a team of 20 associates and ensured adherence to all business metrics month on month and
operational support to the teams
 Efficiently supported Operations for a process of 130 associates
 Voice of Line of Business always 10/10 for 3 consecutive years
 Stabilization of process operationally and procedurally and ensuring all the legal, risk and compliance
guidelines were met as per the toll gate dates
 Subject Matter Expert & Single Point of Contact for Operational and Procedural questions to LOB &
Leadership
 Analysis and improvement plan on regularly raising the performance bar for the process. This includes
trend analysis on individual parameters, narrowing down on critical factors driving the end result
 Shift Utilization: Ensured optimization of resources by way of floor space and systems.
 Drive Business Process Improvement through available analytics – automated multiple process; created
automation projects for process and mentored team members in Six Sigma projects
 Manage associate performance/behavior through exercising Corrective Action Policy on relevant situations
& policy and procedural Compliance related issues
 Engaging people, develop and mentor through various in-house training program, web based training
modules, etc.
 Ensuring that customer satisfaction is top priority, whilst keeping in mind adherence to compliance and
business risks in Claims and Transaction Services
 Excellent People management & motivational skills – Consistently scored VOE of 98% & above
Risk Management:
 Created Business Contingency plan for the process and ensured effective implementation
 Self Identified Audit Issue – Misrepresentation of Performance Data; acknowledged by LOB
 Created Operations SOP's in the process which act as a user guide during the need of hour
 Ensured Timely updation of all process documents as per Risk Guidelines
 Monthly reporting of Process Risk Metrics and ensured all metrics were met month on month
Value Delivery – Six Sigma/LEAN/Process Improvement
 Created the Role Clarity & Mapping
 Budgeting, Capacity & Staffing Model for all business lines at regular intervals; Optimum utilization of
resources, Cost benefit to LOB
 Raising the bar, benchmarking & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for
the process & teams
 Mapping client’s requirements & ensuring rendering of effective solutions through automation, elimination
of waste/LEAN & six sigma methodologies
 Certified as Business Process Management (BPM) Ranger as per Bank of America Six Sigma standards
 Certified Just Do It Certification
 Encouraged Six Sigma Methodology to improve Process, Productivity & Quality of business - Lead 5 JDIC
projects
 Created various automations that reduced the time for resolution and thus increased productivity with
100% accuracy
 Applied Six Sigma methodology to publish Control Charts, I & MR and P Charts for the process which
helped in driving consistency in performance, team wise
 Identified gaps and training requirements of team members engaging the process expert to reduce learning
curve for the team

3. Rewards & Recognitions
 WAC (Wells Fargo Annual Conclave) Nominee for year 2014
 Was rewarded with Gold Coin award for contributing towards org. wide events
 Leadership Appreciations for creation of Automations leading to productivity improvement
 Recognized with highest award i.e. Spirit Medallion for outstanding contributions to business
 Awarded with Platinum, Gold and Silver Awards numerous time by the leadership team
 Appreciated for implementation of Macros that had high impact on both Productivity and Quality
Technical Expertise
 Office Packages: MS Office – Proficient in Word, Excel, PowerPoint
Qualification
 Graduate, Commerce, Osmania University – 2005
PERSONAL DETAILS:
Birth Date: January 7, 1981
Nationality: Indian
Marital Status: Married
Languages Known: English, Hindi and Telugu
Email Address: pabbanaveen@gmail.com
Contact Number: +91 9963029884