Assistant Manager
Ey - India
Total years of experience :15 years, 0 Months
• Supported onshore Consulting engagement teams on engagement management and coordination activities, to minimize the time spent by the technical team on those tasks.
• Enhanced the service levels provided by the Consulting technical team by ensuring highest and best use of technical resources, enhanced quality and timeliness of engagement, and standardized procedures.
• Shared best practices across account teams on various engagements and proactively sought ongoing process improvements.
• Responsible for quality control, review of the team's work, and ensuring overall adherence to turn around Time, Key Performance Indicators and Service Level Agreement.
• Assisted engagement teams with monitoring and communication of the budget, billing schedules and work in process. Analyzed and monitored costs against budget and assisted teams with resourcing plan for engagement.
• Performed non-technical planning and organizational tasks for the account, Reporting and preparing Dashboards for client team including senior leadership.
• Supported project deliverables through status, issues & risk tracking, change control monitoring and reporting to account stakeholders.
• Responsible to lead, develop and motivate a high-performing team to deliver excellent customer technical support.
• Regularly communicated customer satisfaction survey results and other business-critical metrics around performance and made needed adjustments.
• Monitored team’s conformance to processes and adequacy of controls over the delivery of KPIs.
• Effectively coached team members to maintain the highest quality and driven good team spirit and accountability.
• Performed data analysis of the customer response data to understand Net Promoter Score (NPS) and recommended improvement plans for a better end-user experience.
• Managed shrinkage, attrition, and performance of team members and conducted performance appraisals for career development.
• Prepared reports, dashboards, and other process documents for effective management and control over performance and achieved goals assigned.
• Worked with the Delivery manager to develop the project metrics, action plans, and SOPs, sought contribution from various stakeholders to ensure that the standards meet best practices.
• Assisted by acting as a Single Point of Contact (SPOC) for the project team and ensuring that information is provided in a timely manner to avoid delays, issues, or concerns.
• Focused to improve business-standard leading to the creation of process templates and SOPS for the entire team.
• Monitored project timelines and assigned budget and resources for completion of the project and task allocated.
• Flagged risks and concerns on tasks carried out by team members on activities, budget spending, and took mitigation steps to resolve the risk.
• Kept team updated on status (RAG) of the project in terms of critical activities, budget spending, and resource usage, and action items.
• Managed invoicing and payment that arises for activities in the project and maintained good vendor relations.
• Managed project reports, budgets, and expenses from start to end of the project and kept a record of them.
• Performed project variance analysis, strategic project planning to ensure KPIs are met and achieve 100% quality.
• Liaised with various teams and provided timely support to client queries and ensured good client experience and improved client relationships.
• Implemented governance standards across the project, including tracking, monitoring, and updating the status of the project deliverables.
• Assisted revenue forecasting & budgeting, billing, Project initiation, revenue analysis, and other activities related to project management.
• Maintained document repository of all contractual documents including change orders, SOWs, obligation artifacts, etc.
• Worked closely with the Service Delivery team/Action Owners to ensure the compliance of contractual obligations related to contracts and address queries from stakeholders.
• Partnered with various teams like Delivery, HR, Sales, Procurement, and Finance to ensure a timely check on payment receivables and hiring.
• Assisted in budget planning, resource estimation, and suggested solutions for risk mitigation, gross margin, and profitability.
• Worked with the PMO manager to develop the IT Project Standards guide, seeking contributions from Project Managers, QA Team, Development Team, and Service Implementation Lead to ensure that the Standards meet best practices.
• Managed project-level Lessons Learned repository; attended Post Project Review meetings to identify key areas of improvement to be captured into the Lessons Learnt repository and manage the project level risks and issues register.
• Collaborated with the finance team to perform all associate activities and prepared appropriate summaries within the required timeframe.
• Performed quality checks on tickets/Incidents created by the team members and provided constructive feedback.
• Identified problem areas and undertook structural problem-solving methods to improve performance.
• Analyzed quality of service to perform root cause analyses and determining trends, challenges, and improvement opportunities.
• Liaised with the internal team to design improvement plans for consistent performance.
• Helped monitor SLAs and KPIs and assisted team managers in day-to-day business operations.
• Analysis of client data to understand Net Promoter Score (NPS) and recommend improvement plans for a better end-user experience.
• Designed and compiled Daily, Weekly & Monthly Quality Reports, QCP Dashboard, Associate Performance Analysis, and Stack Ranking & Scorecard.
• Provided feedback to management and central Support Services on the quality of service against defined standards and requirements.
Operations and Project Management
Commerce, Accounting and Business