Manager - Support and services
Lenovo
Total years of experience :9 years, 11 Months
Responsible for all SLAs(E2E order cycle completion)
Act as a catalyst with the vendors and the management
Responsible for the IDPs and Performance assessment of the team
Conduct weekly coaching/review/feedback sessions for the team
Drive Incentives, Rewards program and employee experience
Interlocking with all Service Towers -- business intelligence sharing, process improvements, key focus areas and actionable
Liaise with nationwide vendors and drive turnaround time and analyze their performance.
Coordinate with logistics and the services team to enhance customer experience.
Proactively recommend and influence changes in business decision making.
Responsible for leading and motivating multiple teams & processes with accountability on all business service delivery parameters.
Track and drive performance of your subordinates.
To lead and motivate staff which constitutes of team leaders with widely differing aspirations working in productivity based environment with critical deadlines.
Performing data integrity checks and analyzing data.
Handled the review of workflow, manage profiling & business analysis.
Provide strategic direction & manage multiple business partner relationships.
To ensure cost effectiveness & efficient implementation of processing work being transitioned to the group.
Daily monitoring of inventory reports to keep a check on the performance & control parameters of the team.
Seeking opportunities for improvement of team’s performance and process by constant reviewing.
Establishes and maintains client relationships to seek & grow, broaden, and enhance the customer relationship with Altisource business Solutions.
Manages and oversees vendors/subcontractors performing preservation and inspection work on properties under supervision of Altisource.
Participates in the performance appraisals, goal setting & HRD implementation/setting for the business division which I handled.
Prepare daily, weekly and monthly reports/reviews that relate to our process and any issues inter-related within the process.
Maintaining and achieving SLA Targets in HR outsourcing.
Train, mentor, facilitate and track performance of team
End to end Transitioning of outsourced process from client to Regular Client reviews to understand the Customer requirement, matrices and suggest process improvement
Generate daily/weekly/monthly MIS reports with RCA and discuss with clients
Work with Virtual teams in US/UK and drive operational excellence
Quality control and analysis of Service delivery performance parameters
Manage team of 20 team members, handle escalation calls, and train on new updates.
Maintain seamless communication and co-ordinate between virtual teams, Clients and Operations team.
Identify performance issues of team members and provide feedback and mentor them
Investigating Financial Transactions for World’s No: 1 Online Gaming Company.
Analyzing and detecting fraudulent gaming pattern.
Processing payouts after thorough investigation of financial and game logs.
Verification of the transaction made online
Banking backend operations and Fraud control
Analyzing credit check and authorization for credit.
Maintaining and achieving SLA Targets
Strategic planning and facilitating BCP situations
Train, mentor, facilitate and track performance of team
Work with the Training and Business Excellence Teams to eliminate issues and improve Performance.
Troubleshooting Internet connectivity Issues for a leading American ISP.
Handling calls/emails from customers of US/UK countries.
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