Habeeb Peruvan Kuzhiyil

Assistant Manager Project Leader at Tech Mahindra

• India - Hyderabad
• My current job since June 2018

Scope of Role

People
• Hiring and Training.
• Managed different Teams in customer service, voice and non-voice processes and Back end Operations
• Weekly/Monthly One on One and conducting appraisals.
• Developing people to the next level or different role at the same level.
• Improving performance of bottom quartile through mentoring and coaching.
• Managing hygiene issues like break/schedule adherence.
• Attrition and workforce Management

New Process on boarding
• SOP creation, organizing training along with client and internal training team.
• Business metrics creation.
• Working on process stabilization to accomplish steady-state of Operations.

Process Excellence
• Ensuring improvements in service levels by incorporating best practices.
• Continuous process improvements.
• Conducting internal process audits & reviews.
• Identify & Mitigate Risk and Compliance issues in the process.

Operations
• Resource utilization and resource scheduling as per inflow forecast. Workforce Management
• Preparing and presenting weekly/monthly reports on business metrics.
• Goal setting for associates.
• Managing client calls and Escalations.

Team Manager

• June 2018 to September 2019

People
•Hiring and Training
•Managed different Teams in customer service, voice and non-voice processes and Back end Operations
•Weekly/Monthly One on One and conducting appraisals.
•Developing people to the next level or different role at the same level.
•Improving performance of bottom quartile through mentoring and coaching.
•Managing hygiene issues like break/schedule adherence
•Attrition and workforce Management




New Process on boarding
•SOP creation, organizing training along with client and internal training team.
•Business metrics creation.
•Working on process stabilization to accomplish steady-state of Operations.

Process Excellence
•Ensuring improvements in service levels by incorporating best practices.
•Continuous process improvements.
•Conducting internal process audits & reviews.
•Identify & Mitigate Risk and Compliance issues in the process.
Operations
•Resource utilization and resource scheduling as per inflow forecast. Workforce Management
•Preparing and presenting weekly/monthly reports on business metrics.
•Goal setting for associates.
•Managing client calls and handling Escalations.
•Coordinating with HR, IT and Admin teams for daily routine issues

Projects / Initiatives

Assistant Manager at Bank of Americ

• India
• January 2012 to December 2014

Team Leader at Bank of Americ

• India
• January 2008 to December 2011

Team Leader at Aditya Birla Minacs

• India
• February 2007 to January 2008

Senior Associate at Aditya Birla Minacs

• India
• July 2004 to January 2007