Elton Dcosta
Senior Director Online Service Delivery at Ingenico ePayments- Claim this Profile
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Bio
Ashokkumar Kurup
Elton is a good human being and thorough professional. He has a strong goal orientation and an eye for detail. What attracted me about his management style is its simplicity. He is transparent, manages his team well and works hard towards his goals. He is resilient and not bogged by issues easily. He gets along with people because of his open communication and honesty. He is a good leader and always there to support his team in any situation. Overall, he is an asset to any team.
Ashokkumar Kurup
Elton is a good human being and thorough professional. He has a strong goal orientation and an eye for detail. What attracted me about his management style is its simplicity. He is transparent, manages his team well and works hard towards his goals. He is resilient and not bogged by issues easily. He gets along with people because of his open communication and honesty. He is a good leader and always there to support his team in any situation. Overall, he is an asset to any team.
Ashokkumar Kurup
Elton is a good human being and thorough professional. He has a strong goal orientation and an eye for detail. What attracted me about his management style is its simplicity. He is transparent, manages his team well and works hard towards his goals. He is resilient and not bogged by issues easily. He gets along with people because of his open communication and honesty. He is a good leader and always there to support his team in any situation. Overall, he is an asset to any team.
Ashokkumar Kurup
Elton is a good human being and thorough professional. He has a strong goal orientation and an eye for detail. What attracted me about his management style is its simplicity. He is transparent, manages his team well and works hard towards his goals. He is resilient and not bogged by issues easily. He gets along with people because of his open communication and honesty. He is a good leader and always there to support his team in any situation. Overall, he is an asset to any team.
Credentials
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Green Belt
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Experience
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Worldline Merchant Services
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Financial Services
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500 - 600 Employee
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Senior Director Online Service Delivery
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Mar 2010 - Present
Lead the Operations and Customer Service for the online service delivery Function at Ingenico. Enable the operations for, merchant onboarding, settlements, customer service, dispute management and Operational Risk for the online service delivery functionAreas of Expertise• Electronic Payment Modes – Understanding, Execution Design and Business alignment• Customer Service Constructs: Enabling service constructs in line with Business strategy and Business Support needs• Domain Specialist in managing transaction Lifecycle including post transaction support frameworks.• Governance frameworks for Execution• Efficiency management across programs using six sigma fundamentalsDetailed Responsibilities:Responsible for Online Service Delivery operations and customer service Ingenico ePayments • Delivery alignment for all platforms, products and solutions• Online Payments covering Net Banking, Credit and Debit Cards, Pre-paid instruments including wallets, IMPS, RTGS, NEFT, UPI… covering pull and push services• Industry Specific Payment Platforms: Overall solution support and merchant specific support• Payment Solution and Services: Operations and service for various payment solutions• Customer Service across all the above for all merchants enabled on Ingenico ePayments• P&L ownership for the online service delivery business• White-label Support for Banks and Channel Partners• Running Efficiency programs for cost rationalisation and delivery improvements• Product and solution underwrites for all new programs from a delivery stand point on Operations flows and execution
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Sitel Group
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Process Leader Operations & Manager Transitions
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Mar 2007 - Mar 2010
Head Opearations for a BFSI project across two locations and am involved with new projects transitionsProcess Owner•Defined and implemented a process and governance structure for smooth operations and performance review of LOBs including Sales, Customer Service, E-mail and Chat Support•Determined and rolled out key performance indicators (KPIs) •Ensured that quality and performance reports were prepared, distributed, and utilized•Directed and monitored the performance appraisals for programs•Provided technical guidance to appraisers•Channelized efforts to ensure that clients get a good ROITransition Manager•Collaborated with the client to comprehend and map processes•Handheld the Programs during the contract, pilot and production phases•Assisted HR department in selection of personnel with required skill sets (from a client perspective)
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Team Manager
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Jun 2006 - Mar 2007
•Led a team of 70 employees in managing the operations of a U.K-based banking voice process.•Identified and implemented process improvements•Developed forecasting models aimed at managing budgets•Responsible for employee engagement and motivation. •Ensuring that there is a smooth interface between operations and support functions. •Led a team of 70 employees in managing the operations of a U.K-based banking voice process.•Identified and implemented process improvements•Developed forecasting models aimed at managing budgets•Responsible for employee engagement and motivation. •Ensuring that there is a smooth interface between operations and support functions.
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WNS
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India
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Team Manager Operations
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May 2004 - Jun 2006
•lead and managed an email process of 50 employees as the Functional Head.•Involved in transitioning the process from the client’s site in the US. •In addition, managed another voice process covering 40 employees. •Responsible for ensuring that client SLAs in terms of productivity and quality are achieved.•Responsible for identifying and implementing process improvements.•Manage Attrition and employee expectations. •Managing budgets and involved with budget forecasting and implementation. •Responsible for employee engagement and motivation. •Ensuring that there is a smooth interface between operations and support functions.
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Education
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1996 - 1999
Goa University
B.Com, General Management
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