Deputy Manager
Vodafone Mobile Service LTD
مجموع سنوات الخبرة :12 years, 5 أشهر
Problem-solving and root analysis
•Performance Metrics analysis
•Project management/ procurement
•Vendor/ manpower management
•Preventive maintenance
•Planning, Demonstration, Training
•Coordinate for statutory approvals
•Team management
International Operations - Client Research
Manage a team of 20 customer service associates and lead weekly discussions to set sales goals as individuals and as a team.
• Communicate directly with customers and ensure experience is pleasant, productive, and memorable, and to mediate any situations that may have escalated.
•Set a precedence for fellow team members to follow and maintain an enthusiastic attitude, friendly demeanor, and integrity-driven conduct at all times.
•Received recognition on four different occasions for mediating conflict and keeping the business throughout the process.
Handled many training & process related projects under Credits and Collections team and have a proven track record of excellent team management and Team Work.
•Custodian of calibration process which bridges the gap in quality between training, quality and operations team.
•Manage team’s performance metrics and assist Senior Managers in appraisal.
•Reporting to Quality Manager on Quality, Process, Training Plans, Gaps identified, Actionable initiated and status/effectiveness of earlier initiatives.
Operations Manager - Tele calling Unit:
•Handled the tele-calling unit with a team of 80 members and a monthly target of 13 crores.
•Drive process compliance and Process Improvement Initiatives
•Improvement action plans for agents and process - Plan, Training, Execution and Effectiveness.
•Communication with internal stakeholders on progress of action plans status periodically
•Ensure allocation of portfolio basis geography and vintage, daily recon of payments, Adherence to Code of Conduct, Audit ratings, exceptions to be highlighted, Daily monitoring of collections team and portfolio
•Supervisory field visits, ensure proper handoffs for new cases, monitor portfolio exceptions and highlight challenges / update in daily review
•Implemented change management routines to assess change requests, make recommendations, get client approvals, issue change orders, determine & report impacts on scope, budget, schedule & quality
•Trained the team on safety procedures and operations.
•To resolve customer issues and discrepancies if any.
•Follow CXX as core objective.
•Develop and maintain standard operating procedures (SOP)
•Meeting of Monthly targets for each bucket, Reduce losses and Improve recovery Rates in charge off portfolio
•Ensure allocation of portfolio basis geography and vintage, daily recon of payments, Adherence to Code of Conduct, Audit ratings, and exceptions to be highlighted.
•Daily monitoring of collections team and portfolio.
•Cost/benefit analysis
•Coordinating with internal audit team to endure 100% compliance
•Periodic meeting with vendors and stakeholders on service improvements.
Legal Collections
•Responsible to keep a track of the portfolio for specific buckets for the assigned area.
•Issue Demand Notice to the right set of customers.
•Arrange Lok Adalath for 180+ customers to enhance recovery collections.
•Waiver management - approve waiver for the right customer and maintain CXX standards.
• Was responsible to allocate and achieve targets from agencies/ in house team.
• Involved in regular follow up with the default customers and ensured collection process and legal guidelines are adhered.
•Was involved in recommending for legal actions for non-recoverable cases and follow up with the Legal team for the closure of the cases