Assistant Manager B.I. & MIS (Manager - Projects - SAP)
AWAL PLASTICS W.L.L.
Total years of experience :20 years, 4 Months
• Working closely with the business to identify and analyse core business process and work flow.
• Liaise with the SAP consultant to ensure successful implementation.
• Setting up of a customer service desk to ensure customer interactions.
• Creating templates for MIS
• Research and analyse actionable data to enable proactive business decisions and/or react quickly to the changing business environment.
• Identify process improvements to streamline data collection and report generation.
• Provide data driven analysis of business processes to improvements in the customer focus, efficiency, accuracy, and effectiveness of these processes.
• Implement and analysis data to create daily, weekly, monthly, and quarterly reports.
• Communicate and present analytical findings to the management team.
• Manage and analyse business information and promotes customer satisfaction and achieves cycle time reduction through team-based productivity metrics.
• Responsible for setting up the call centre from green field stage.
• Heading the call centre (customer service) operations.
• Heading team responsible for managing polices of H.N.I. customers.
• Directed the entire gamut of process operations in line with audit; handling processes viz.
o Inbound (Voice), Outbound (Voice), Back Office, Policy Servicing.
• Responsible to co-ordinate with the finance team to ensure monthly invoices are generated for billing.
• Functioned as the interface between the client & the contact centre thereby ensuring clients requirements are met and adhered.
• Administered the overall operations of the two units’ viz. the
o First Response Unit (FRU) : Responsible for notifying claims
o Downtime Management Unit.: Co-ordinating with the insured and the garage to ensure timelines are met right from the time the vehicle is sent to the garage, inspection is done and finally the vehicle is delivered.
• Responsible to ensure monthly bills are generated and sent to the client.
• Assisted in ensuring staff retention & in preparing their development plans with a suitable plan of action.
• Conducted the skips & pulses to identify areas of concerns, etc.
• Reported to the client at the end of every month on the key performance indices.
• Participated in conference calls with the client and sharing the learning’s and observation of the customer across the floor.
• Supervised the service delivery goals for average speed of answer, call volume, average call / wrap time, abandoned rate, call quality, customer comments, etc.
• Continuous focus on training, gaps identification, agent motivation & augmenting their domain knowledge.
• Monitored the process operations for AT&T wireless process with 3 Team Leaders as a part of the On the Job Training function.
• Formalized the induction-training program for the new recruits as the key member of Induction Team.