بنيامين Gracias, Manager

بنيامين Gracias

Manager

Vodafone shared services

البلد
الهند - مومباي
التعليم
ماجستير, Human Resources
الخبرات
18 years, 1 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :18 years, 1 أشهر

Manager في Vodafone shared services
  • الهند - أحمد اباد
  • أشغل هذه الوظيفة منذ أغسطس 2018

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 في Accenture - India
  • الهند - مومباي
  • نوفمبر 2014 إلى أغسطس 2018

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.
-
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

Team Lead في Tata Consultancy Services - India
  • الهند - بونة
  • أبريل 2012 إلى أكتوبر 2014

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.

Assistant Manager في BACI
  • الهند - مومباي
  • مايو 2006 إلى أبريل 2012

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.

الخلفية التعليمية

ماجستير, Human Resources
  • في Mumbai Education Trust
  • مايو 2010

Specialties & Skills

Education
Reporting
BANKING
CUSTOMER RELATIONS
Recruitment

اللغات

الانجليزية
متمرّس