Senior Manager – Business Service
EduBridge Learning Pvt. Ltd.
Total des années d'expérience :15 years, 7 Mois
Logical Thinking & Foresight: Accomplishing operational goals by accepting ownership for accomplishing new & different requests; also exploring opportunities to add value to job accomplishments
Business Service Management: Providing oversight & guidance in planning, coordinating and monitoring functions pertaining to Business, Training and Placement, thus enhancing customer relationships and meeting organizational goals
Project Management: Applying pragmatic overview n steering special projects viz. Scoping, Costing & Estimation, Quality, Execution and Audits; playing a key role in structuring transactions and implementing as per budgets
Quality Assurance: Synchronizing divisional priorities in handling overall quality of mobilizing, training and placements in the Business Unit Review the daily activities done at each centre. Core focus was on:
o Tracking all efforts with respective Sales& Business Team towards results; conducting analysis that resulted in using the best sources of mobilizing for each centre
o Determining & delivering operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, in line with future state target operating model
o Overseeing all inputs, thus affecting Training Quality - Trainer TTT, Training Infra, Book Requisitions and Daily Training Management o Analysing quality of Talent Acquisition Forms, Counselling, Student Mapping and meeting the Placements metrics
Process-driven: Supporting the Centre Teams in understanding:
o The activities that they need to perform at the centre as per the CPS (Critical Path to Success) o The SOPs and ensuring that the centre teams are adhering to them completely work with the Regional Managers, Training Managers and Placement Managers
Audit: Performing random audits on the activities done at the centre once every week - physical or virtual
Team Leadership: Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation among team members; advising the management team on critical issues - Culture, Productivity, Talent and Employee Management Trends through KRA Metrics and Reporting
Leveraged techno-functional skills in coordinating IT Projects as well as implementing new software & technologies
Determined training needs of employees to enhance their operational efficiency leading to increased productivity
Rendered guidance for problems & questions, with active involvement in business meetings
Provided an ethical, empowered & eager learning environment that encourages and fosters personal growth
Contributed to company’s goals and objectives; improve market share, customer satisfaction, and productivity performance
Leveraged a consultative selling approach with decision makers; identifying customer needs, and recommending products and services
that meet customer needs
Imperative role in securing new customers; also maintained& developed existing accounts, thus generating revenue and profitability for
the department
Efficiently & effectively negotiated with the accounts as per set price guidelines; kept regular follow-ups on customer communications
in a timely and professional manner
Diligently assimilated market information and actively participated in the overall business development through weekly/monthly sales
meetings
Paid close attention to all details specified by the customers or management; addressed all customer inquiries to increase customer
satisfaction
Active involvement in Business & Consumer Account Portfoliosencompassing Demand Fulfilment, People Management and Operations
Management
Extended support to client needs; analyse & tracked requirements for new & existing accounts; escalated and tracking resolution while
focusing on increasing transactional volume growth
Exerted sphere of excellence by:
o Steering incident management functions viz. network outage, account queries& timely deliveries
o Partnering with the cross-functional departments to manage the accounts including collection, network, credits and back office;
identified improvement areas and implemented measures to maximize customer satisfaction levels
Ensured high-quality customer experience, elevated their satisfaction level, while adhering to SLA’s and work processes
Liaised with new and existing clients, managed new business problems and provided a customized business solution for the resolution of
problems
Got elevated to position of Quality Analyst
Extended support to client needs; analyse & tracked requirements for new & existing accounts; escalated and tracking resolution while
focusing on increasing transactional volume growth
Exerted sphere of excellence by:
o Steering incident management functions viz. network outage, account queries& timely deliveries
o Partnering with the cross-functional departments to manage the accounts including collection, network, credits and back office;
identified improvement areas and implemented measures to maximize customer satisfaction levels
Ensured high-quality customer experience, elevated their satisfaction level, while adhering to SLA’s and work processes
Liaised with new and existing clients, managed new business problems and provided a customized business solution for the resolution of
problems
Master of business administration MBA HR and P&O Management