Team Lead - Operations
Cognizant Technology Solutions
مجموع سنوات الخبرة :11 years, 0 أشهر
• Managing multiple workflows and campaigns comprising of senior process executives, trainers, SMEs, acting leads responsible for reviewing/training/mentoring the Digital Ad Content process as per the Client Global policy along with maintaining the required Business SLAs.
• Supervising the content management and upgrading of the knowledge docs and SOPs.
• Responsible for metric/ team/ client management and business performance & analysis.
• Lead multiple pilot programs to successful launch and brought it to BAU operational status.
• Create effective development plans for direct reports to ensure retention and productivity, while helping to foster a success-oriented, accountable environment.
• Act as a partner to Client Services team by leading check-in discussions to further develop understanding on how to best provide the level of support required by the client
• Regularly review team processes to improve accuracy, scalability, and efficiency of processes.
• Develop & manage SOPs as per client requirements and internal operations. Periodical reports in necessary formats as demanded by client.
• Work with Program Managers to define, launch and drive strategic and analytical initiatives to improve internal and external facing processes and operations, working closely with cross-functional teams and leadership.
• Training and competency development for the team. Optimizing utilization of resources by cross-skilling them across various workflows without impacting their core domains.
• Analyse daily performance indicators and encourage awareness. Coordination with interconnected departments on necessary issues
• Managing SLA, Shrinkage, Hiring, Appraisals, Attrition, Quality Audits and driving process/ operation improvement ideas.
• Getting root cause analysis done, understand cause and effect relationships, determine trends in data, generate useful insights for Client Escalations and Meta QA Escalations.
• Regular 1-0-1s to provide team members insight of their own performance, discussing growth opportunities and BQ Management.
• Identify gaps and propose changes to existing policy, systems, and process frameworks. Develop scalable solutions and work to manage risks across the ecosystem and develop best practices to benefit the organization.
• Appreciated for having the least attrition. Top rating for MYR and YEA since the beginning.
• 2nd place for Tekken Series Championship focusing on Improving the Process Quality.
• Managed Abuse Risk Investigations- German team comprising of new hires, tenured and senior investigators. Publishing daily run-rate activities of the team.
• Appraisal, training, and mentoring talent to grow within the organization & control attrition. Formulate, Implement, Track career path & Individual Development Plans of each member in the team.
• Regular 1-0-1s to provide team members insight of their own performance, discussing growth opportunities and BQ Management.
• Set up Pilot Virtual Team for the TRMS Language Org in HYD successfully, ensuring smooth operations, regular 1-0-1s, team bonding activities, team calibration sessions, zero no shows, maintaining the required shrinkage levels, daily capacity vs. resolves tracking etc.
• Coordinated with the ML scientists and project management teams for the successful launch and implementation of new tool launches.
• L&D POC for the complete Language Team comprising of 600+ investigators, focusing on improving the training penetration for the entire Lang Org Hyd.
• Worked with stake holders across different sites for yearly goal settings, achieving metrics. Part of setting up new QA checklist as per the changes in metrics/goals and presenting it to the global stakeholders.
• Received multiple Coast to Coast awards for the best Manager across HYD site.
• Received appreciation from top management for successfully setting up the pilot Virtual Team in the TRMS Language Department and constantly having top Connection Scores for self and team.
• Making complex investigations with respect to the online transactions taking place on Amazon to remove various Fraud Risks & Credit Risks. Regular communication with customers and financial institutions via E-mails/Calls in German language to authenticate the transactions made.
• Monitoring all the transactions and eliminating fraud Credit Card transactions and reporting them to legal department for further action, if required.
• Worked on all queues with increased complexities associated to German Buyer Risk queues and demonstrated flexibility to transition within different queues.
• Participated in Bad Debt reduction and Cancel Rate Reduction Kaizen and played a vital role to reduce fraud losses and improve customer experience.
• Apart from the core responsibilities, worked as Workflow POC and POC for updating team on any changes in SOP/new MOs, helping the team members whenever possible in absence of leads/managers, thus reducing dependency on other sites.
• Won multiple “investigator of the Month” and “Quality pundit” during my tenure as an investigator.
Process Trainer (STA): (6 months)
• Trained 4 new hire batches successfully including the pilot batch of Language Neutralization Program for TRMS BRI Dept (Hyd), which also included collaborating with SMEs across the sites to create an effective training plan for the pilot team.
• Help evaluate and enhance the existing training tools for better utilization of resources in calibration with the global training teams.
• Created engaging and evaluation exercises that ensure successful knowledge transfer.
• Gap Analysis: Identified the Training Needs and conducted need based training for existing Investigators
• Reviewed the training participants and the trainer feedback to improve the training quality and content
• Prepared Session Plans and maintained the training calendars of internal and process trainings
• Conducted quality assurance monitoring and evaluations to ensure training effectiveness and measure the tangible impact of training conducted
• Received appreciation from top management for successfully developing customized training document for the pilot team of Language Neutralization Program (English resources working on language specific work for German process) and successfully training all of them.
Temporary Team Lead (STA): 4 months
• POC for all team related issues- Planned leaves/ unscheduled leaves/Logistics.
• Daily Attendance/OT reporting.
• POC for swift resolution of escalated issues and assist the manager in daily run rate activities.
Team Mentor (STA): (7 months)
• Mentored in total 5 new hire batches in order to help them come up the ramp curve effectively.
• Managed and created an effective learning environment for all the new hires ensuring proactive approach in coaching.
• Created Performance/Ramp reports on weekly basis which helped visibility of team’s performance to the Management team.
• Assisted in the formulation of group MO’s (Modus operandi) and streamlining of complex fraud models, providing input based on relevant information.
• Conducted weekly SOP refresher sessions and daily MO sessions which helped the new hires understand the investigation process in a better way with appropriate live examples.
• Received Odyssey Award for the best mentor of the quarter.
Coordinating the training activities in the Foreign Language Division
Recruiting freelance and in-house trainers/ interpreters/ translators for various languages at junior and senior levels
In-house Training Need Analysis and budget calculations
Course announcements, trainer liaison, etc
To maintain accurate training records and statistics (e.g. training hours, instructor hours, training places, updating training calendar, etc)
To perform post course feedback report
Maintain, follow, and update relevant training tracker and training policies
Make Feedback Analysis & Training Analysis effective
• Manpower planning.
• Recruitment & selection -Searching the database and various job portals to source out the required CVs, mass mailing. Telephonic screening of candidates for various positions and checking their availability and interests. Scheduling, conducting the interviews and thereafter short-listing the suitable candidates for the required positions
• Employee Induction & Orientation: Design and develop training programs.
• Design and implement new HR strategies & policies.
• Assisting the HR Head in all the HR activities, especially in the initiation of various new HR procedures and employee motivational programs - Rewards and Recognitions.
• Employee Retention & Performance Appraisal Management: Design the appraisal form for various levels of Organization.
• Employee engagement & Grievance handling: Help to maintain cordiality of relations among various employees/Employee Groups and the management & administration. Understanding the needs and behavior of the employees in order to develop stronger relationship with them.
• Employee Separation & Analysis, Exit interviews, Full & Final Settlements.
• Administrating the contracts for employing Contractual employees at Organization.
• Employee attendance & leave records. Maintain confidential Personnel Records and Files.
