Operations Manager
Infosys BPO Ltd.
مجموع سنوات الخبرة :24 years, 0 أشهر
1.A telecom company in the UK
•Instrumental in transitioning & setting up the first FP&A process in Infosys•Completed the onsite transition within of 4 weeks•Building databases & macros for the reportsfor the senior mgnt •Working with the client to design & implement the workflow solution•Responsible for Client Relations & Metrics & negotiation on SLAs•KRA includes P&L, Productivity & Quality delivery, SLA mgnt, Relationship mgnt, Organization mgnt
2.An Investment Bank in Europe, in India supporting the PPT department for this bank including creating pitchbooks & electronic ppt •The success of this resulted in the ramp up of additional 23 employees, moving into a 7-day week•The first process at Infosys to be classified under the Knowledge Services BU•Have successfully implemented a SME program within the process to help employee retention, besides starting with different activity clubs for the team•The only process to have its first attrition after 15 months of inception. Ranked as the process with the highest retention across all locations•Ensuring that the SLAs are met also ensuring that there are no bottlenecks•Supervised the TLs in leading the shift & staff mgnt. Participated in the monitoring of output to ensure that accurate results are delivered•Worked closely with the Client & Infosys Mgnt to identify & develop practical training initiatives that increase staff productivity & quality•Resolving client issues & grooming the staff in managing successful client relationships•Responsibility for training, evaluating & developing PPT staff & providing leadership & motivation to the team. Instrumental in helping win another Investment Banking client with similar scope of work •Managed the responsibility of recruiting & training new candidates for the project
3.A large Insurance companies in the United States & another pilot project which falls under the epublishing group•Independently managing the client requirements & revenue client & staff mgnt for the process
Transitions Lead
Account Lead for the banking and capital markets vertical leading highly complex and fragmented transitions including KYC and Digital Banking
Responsible for coordinating implementation activities, providing effective team leadership, including information flow to and from operations during project work
Leading the transition for an Australian bank during the lockdown period, transitioned services from 3 shared service centres. Processes in scope included Procure to Pay, Order to Cash, Record to Report and Financial Planning & Analysis. Entire transition completed within 7 months
Responsibilities included end to end Project Management, client relationships and governance, recruitment of team members, technology setup, knowledge transfer and training, operational excellence implementation and stabilization
Developing transition solutions for sales opportunities - size of opportunities (total contract value) ranged from $750K to $20 MN
Service Delivery Leader (Operations)
Accountable for smooth operations of a portfolio of accounts, strategy implementation, client relationships, people management in the Insurance vertical for a global Reinsurer, managing a team size of about 400 staff
Responsible for delivery and P&L for the portfolio covering processes such as Underwriting, Technical Accounting and Reinsurance
Stabilized delivery for one particular escalated account - moving from red to green in the Investment Accounting area with 75 legal entities within the Reinsurance domain
Process Profile—One of the largest Retail Banks in the USA. This was an inbound process providing customer support to the Bank’s customers via the telephone and the Internet
•Monitoring a group of 20 agents and 3 Team Coaches for a US based bank
•Call monitoring and providing timely feedback to the agents
•Generating growth plan for agents based on performance and vintage
•Devising motivational programs for the team
•Generating MIS and sending daily, weekly and monthly dashboards to the client
•Attending ‘Call calibration’ calls on a weekly basis with the client to evaluate the team’s performance
•Attending Weekly Performance Review Calls with the Client to review performance for the centre
•Attended a Unit Manager Assessment in March 2003, and successfully cleared the assessment, consequently moving to the Unit Manager’s position
•Was also responsible for the recruitment of any new members within the team. The only team in the process that had no attrition for over a year
•To inculcate trainings that were essential for the process
•Was also taking care of the recruitments and training for the entire process
•Continuously reviewing and analyzing current procedures and making continuous improvements
Company Profile—The organisation was initially into networking and administration, however, from June 2000, the company shifted focus to Broadband wireless services
•Part of the launching team that was recruited exclusively to cater to the Broadband Wireless Access Services
•Solely handled the whole setup of the call centre in Pune. Assisted in remotely setting up the other call centres in Mumbai, Bangalore and New Delhi, including the recruitments
•Trained the other call centre assistants in these cities and streamlining the call centre operations there. Made standard operating procedures that was implemented across these cities.
•Instrumental in constantly reviewing, designing and updating processes during pre launch and post launch stages of the company
•Handling escalated calls to and from irate customers, making sure that their problems were solved with minimum turn around time
•Responsible for customer retention.
•Performing call evaluation of CSEs and identifying training needs
•Responsible for Complaint Management and co ordination with the NOC team
•Designing and generating MIS. Conducting refresher-training programs for the staff of the company
•Co-ordination with regional offices outside Pune
•Monitoring weekly activities and reports for centers outside Pune
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Certificate of Intermediate French