Operations Manager
GE Capital
Total years of experience :6 years, 9 Months
- Service Operations: Single point of contact of business team for post-sales lease operations, documentation, customer compliance, lease closure and customer queries.
- Post-Sale Lease Operations: Maintaining repayment schedules, tax invoices management (VAT & GST), managing foreclosure & residual value payments, payment reconciliation, NOC issuance, generating lease closure statements for clients.
- Helpdesk Operations: Managed a team of 5 people with complete ownership of auto-lease helpdesk queries. Responsible for minimizing and addressing customer escalations.
- Process Implementation & Enhancement: Working closely with Product Leaders on new system & processes conceptualization, subsequent implementation & enhancement parameters.
- Corporate Relationship Management & Retention - Ensuring high customer service quality levels & standards, measured by high Net Promoter Score (NPS), directly leading to 100% client retention.
- Management Reporting: Presentation on monthly auto-lease operations status, customer queries & resolution TAT reports and customer complaints to internal & external stakeholders.
- Service Delivery: Working with operations head to drive cost savings, introduce operational efficiencies, designing & streamlining processes; defining service standards & guidelines.
- Client Servicing: Building & maintaining healthy business relations with corporate clients and ensuring customer satisfaction by achieving delivery & service quality.
- Escalation Management: Supervising customer service operations; facilitating first line customer support by answering queries & resolving issues within TAT.
Testing & analysis of all incoming raw material and maintained records of quality inspection
•Worked on quality control, microbiological quality assurance, validation, compliance & regulatory areas in beverage manufacturing environment
•Accountable for inventory management of Micro Lab
•Handled the documentation / audit work such as CCP, OPRP, Glass Audit, etc.
•Involved in instrument calibration
•Served as a Team Leader of TPM Circle- Rasayan
•Functioned as an active member in AIB & FSSC Certification
•Improving raw material quality by taking initiatives like implementing 5S system
CERTIFICATION
Advisory: CMMI® - SVC
•Improvement framework for competitive organizations for achieving high-performance in service operations, designed & administered by SEI, Carnegie Melon University
•Certified as Appraisal Team Member (ATM), Level 3, by KPMG
•Supports the Lead Appraisers in collecting and validating evidences for Document Review
•Interviews FAR (Functional Area Representative) members
•Prepares other important artifacts for verifying key data in operations management
•Gap analysis of the quality system including both adequacy of documentation and practice implementation
•Evaluation of go/no-go for reviews; proposing corrective & preventive actions in case of gaps
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