Manager
Vodafone shared services
مجموع سنوات الخبرة :18 years, 1 أشهر
Manage operations involving end to end of mobile operations and fixed line
operations.
Liase with other departments on which dependency exist to ensure timely
completion of work as per SLA.
Interacting with LOB to ensure smooth flow of work.
Identifying opportunities and cause process improvements.
Hiring able candidate for the team.
Knowledge management by means of updated documentation of policies and
procedures.
Strategic approach towards staffing and work allocation.
Work with in house technology team and on shore technology team to
enhance system capabilities.
Accurate reporting of process performance to the Business Unit and Senior
management via Dashboards and Performance Reports.
Team Lead - 01 May 2017 till Date
- Manage a team of chat associates who handle customer queries on mobile
customer service.
- Drive quality targets.
- Quality Analysis via RCA and PARETO.
- Liaise with training team.
- Performance evaluation of associates.
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Business Excellence Advisory Senior Analyst - 28 Dec 2015 till 30th April 2017.
- SDO wide Operations Maturity Model Management
- Deploy the OM principles across Mumbai SDO in accordance with the BE
leads
- Conduct trainings and floor walks to ensure Delivery team is adhering to OM
framework
- Audit and Report the OM practice adherence of the various deals across SDO
- Drive the standardization of OM reports, SLA dashboards, control charts and
3x3 with the respective BE leads
- Support the automation & process improvement opportunities for a health
account along with the BE lead.
Recruitment Senior Analyst - Nov 10, 2014 till 27 Dec 2015.
- Handling End to End Recruitment cycle
- Pre-screening of candidates
- Salary Negotiation, follow up with the candidates till joining
- Conduct Interviews of Walk-in Candidates.
- Briefing/Training candidates for job roles & responsibilities.
- Assist the candidate with the on boarding formalities.
- Prepare Offer letter for the selected candidates and appointment letter on
submission of all the mandatory documents by the candidates.
- Interact with Hiring Managers to understand their need and provide market
information
- Use Taleo as an Applicant Tracking System
TATA CONCULTANCY- April 30, 2012- 13 Oct 2014.
Team Leader May 2013- Oct 2014.
Job Description
Managing overall process with regards to ensuring the designing, quality
check, query resolutions and printing is done is completed for Yellow Pages.
Manage work flow with regards to ensuring that books get printed on time
and queries are also answered on time.
Send reports regarding to daily performance with regards to quality and
productivity.
Planning staffing and hiring.
Part of Training and development team(L&D).
Liaise with training team.
Daily, weekly and monthly reporting of YP performance to middle and senior
management.
Liaise with training to enhance team skills and identify opportunities for
improvement.
Liaise with clients regarding process updates.
Was part of the Business Continuity plan testing for applications and
systems.
Achievements
Awarded BPS- Star Performer Feb 2014.
BA Continuum India Pvt. Ltd. (A non-bank subsidiary of Bank of America)
Assistant Manager May 16, 2006 till April 02, 2012.
Job Description
Manage a team of 18 associates for servicing customers regarding their
monthly payments, insurance, taxes, payoff, loan history, verification of
mortgage, setting and deleting the escrow account.
Daily, weekly and monthly reporting of team performance to middle and
senior management.
Actively involved in hiring new associates.
Ensuring employee satisfaction and retention by means of recognition, 1x1
feedback sessions, performance enablement and cross-training.
Performance evaluation and career pathing of associates via means of score
cards.
Liaise with training to enhance team skills and identify opportunities for
improvement.
Customer retention by means of offering compensation tools.
Partner with support groups such as Technology, Training, HR and Admin for
effective functioning.
Recruitment and on-boarding of frontline staff to fit the job profile
Liaise with training to enhance team skills and identify opportunities for
improvement.
Liaise with the Line of of Business to work in cohesive manner to understand
the challenges of the business and provide alternate solutions.
Continuous improvement by applying quality tools such as Six Sigma and
reducing the variation.
Actively involved in migration of two new processes.
Liaison with onshore and multiple sites.
Workforce management to meet business needs.
Managed back office operations by providing customer service via e-mails.
Achievements
Successfully completed an improvement project (JDI) resulting in FTE
release and causing savings for the line of business.
Promoted to the current level from the ranks of a Team Leader and CSA.
Created productive teams that resulted in having the best performance.
Leader with the best ASAT score.
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