Delivery Manager
Tata Consultancy Services
Total years of experience :12 years, 7 Months
Core Competence: - Team Management
•Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics.
•Attrition Management.
Customer Service/Retention
•Aligned improvement work to customer business goals.
•Interacting with client on a daily basis on issues to ensure that service requirements are dealt efficiently & proactively taking action on service bottlenecks.
•Developed back up & optimization plans.
Work Profile
•Managing Delivery of different accounts for Fortune 500 companies
•Managing P&L, Billing, Gross Margin for the Business
•Driving process improvements to enhance the operational efficiency of the account.
•Understanding & effectively utilizing resources
•Responsible for growth of the Business RFP and SOW
•Managed a team of 7
Key Role - Billing
•Responsible for Billing for TESL & TEIL accounts for TCS E-serve.
•Prepare accruals for both TESL & TEIL first & final cut.
•Ensure all the accounts are billed between 01st & the 02nd for the GL period.
•Ensure the billing tracker is updated.
•Check for the variance between the last billed & the current amount to be billed.
•Capture reasons for the variance if any from the units for the same.
•Updating the billing system (Ultimatix) for change in the pricing or for ramp up or ramp down in the operations.
•Mailing out the soft copies of the Invoice & annexure to the client.
•Ensuring that the annexures are processed for payments by coordinating with the SPOC for account payable team.
Key Role -Audit
•Was a SPOC for Internal Audit (ENY) & various stakeholder
•Ensure the scope is shared with the team.
•Co-ordinate & set up a meet with the stakeholders & ENY auditors.
•Help them in exchanging information required for the AUDIT.
•Ensure that the time lines are followed in information exchange & closure of data points pending.
•Ensuring a smooth discussion with ENY & Stake holders for the FINAL DRAFT report to be released
Leading a team of 30 FTE’s and SME’s reporting into me directly.
•Ensuring strong alignment of operations with quality
•Accountable for their performance & appraisals
•Coordinating Training for the Team to ensure right skilling.
•Capacity planning with resource deployment (shift utilization, span, skill set)
•Process audits to check the pulse of the respective process
•Identifying knowledge & process gaps in the engagement with recommended action plan
•Monitoring the daily dashboards / conducting daily huddles to prioritize for the day, weekly/monthly review with the team & the Ops
•Handled / helped resolve escalations at the process level in order to ensure high Business Partner Satisfaction (CSAT)
•Interactions with the Business Partners (customer) to discuss any issues or updates for a smooth service delivery
•Monitoring calibration sessions with QAs & OPS & SMEs
•Conducting BPS sessions across the verticals to adopt the best practices
•Driving process improvement and other quality tools for process performance measurement and standardization.
Attainments
•Played a key part in streamlining & optimizing the process.
•Key role in the improvement of logistics & recruitment process.
•Conducting induction & training sessions for new recruits.
•Training the OJT batches & help them come up the learning curve to be a part of the live floor.
•Received award from onsite client for exceeding the expectations.
•Recipient of ‘Best Team & Best AM for two consecutive Quarter’s’.
3Global Services Pvt Ltd, Team Lead,
Experience -
Leading a team of 20 members to achieve targets on day-to-day basis.
•Resolving client issues in timely manner via emails or calls.
•Documentation such as SOP, process flow chart, training manuals and other process related documentations.
•Review daily key operation variables.
•Identify potential people issues amongst the team & resolve the same on proactive basis.
•Hold regular team meetings with team members to ensure that there is a constant flow of information & knowledge dissemination query logs, issue resolution.
•Updating the Manager on process performance & critical people issues.
•Provide process problem resolution assistance to team via one on one’s and coaching sessions.
•Provide coaching & feedback to team members.
•Updating procedure in timely manner (process enhancement).
•Managing LMS - leave planning, Compensatory Offs, Unscheduled leave.
•Assess performance of Team Members & conduct performance appraisals
Attainments
•Played a key part in streamlining & optimizing the process.
•Key role in the improvement of logistics & recruitment process.
•Conducting induction & training sessions for new recruits.
•Received award from the client for exceeding the expectations.
•Recipient of ‘Best Team & Best Team Lead for two consecutive Quarters’ award.
•Minimal attrition of 5%.
First Class
First Class
First Class
I completed 12th in second class grade