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Abanti M
@abanti25
Process Excellence professional
India
English, Bengali, Hindi
About me
I am a Process & Operational Excellence professional with 10+ years of experience driving process reengineering, customer experience transformation, and knowledge management. I specialize in BPM, SOP design, and Lean Six Sigma practices to improve efficiency and compliance across large-scale operations.
Skills
Abanti M
Offline •
Average response time: 1 hour
See my services
Project Management
I will create sops , ppts and workflows, training document
Work experience
Process Excellence Manager
Tata Group • Full-time
May 2022 - Present • 4 yrs 4 mos
• Led enterprise-wide process reengineering initiatives during CRM transformation (Salesforce → Kapture CX), impacting 1000+ users. • Conducted process discovery workshops and mapped current vs. future-state workflows to eliminate inefficiencies. • Designed target operating models, SOP frameworks, and governance structures for scalable adoption. • Defined and tracked process KPIs to measure efficiency, quality, and CX improvements. • Led change management initiatives including training, communication planning, and leadership alignment. • Impact: Reduced onboarding & process stabilization time by 30%; improved compliance & audit readiness. Croma (Tata Group) Knowledge Manager | 2022 – 2026 • Owned end-to-end process documentation and SOP standardization for customer support and retail operations. • Facilitated process mapping and improvement workshops with SMEs and operational leaders. • Implemented a centralized knowledge management system aligned with BPM practices, improving process adherence and information accessibility. • Supported continuous improvement initiatives by identifying gaps, performing root cause analysis, and recommending process redesigns. • Collaborated with HR and Operations to align process improvements with business KPIs and CX outcomes.
Business Process Analyst
JPMorgan Chase & Co. • Full-time
Dec 2020 - Sep 2021 • 9 mos
• Supported process transformation initiatives within BFSI operations. • Developed process maps, SOPs, and training documentation to support redesigned workflows. • Assisted project managers in stakeholder coordination, change readiness, and rollout planning. • Contributed to process standardization and compliance documentation for large operational teams.
Paralegal Senior Associate
State Street Corporation • Full-time
Aug 2018 - Jun 2019 • 10 mos
• Supported process governance, compliance documentation, and audit readiness initiatives. • Designed structured process documents and training materials to ensure regulatory adherence. • Worked with global stakeholders to maintain consistency in operational processes.
