Process Lead
Zomato Media Private Limited
مجموع سنوات الخبرة :18 years, 1 أشهر
Handling a team of 30 FTE's)
Job Responsibilities:
•Leading Global Processing team in regards to content management as per Zomato guidelines.
•Managing teams remotely to ensure that the content for each city is continuously updated and relevant for that market.
•Sharing real-time feedback with market enabler to make sure that everyone is on the same page.
•Involved in creation, automating and sharing of business reports with market leads to know the smoothness of business and identifying the areas, which requires attention.
•Process documentation and training plans.
•Recruiting the best talent to join Zomato operations.
•Prior to processing, managed the Quality Management (QM) and Escalation team for online ordering business - This team of 20 handles all inbound user and customer generated queries globally
International Property & Casualty
(Handling a team of 13 FTE's)
Job Responsibilities:
•Performed workload scheduling and conduct meetings with team players to ensure that there is a constant flow of information and knowledge transfer.
•Conduct performance assessments and training & mentoring of team members.
•Provide management with regular performance feedback of the team recommend and offer career progression to top performers.
•Identify training needs & conduct training sessions to enhance efficiency.
•Provide conflict-resolution to team members via one to one coaching sessions.
•Conduct internal process audits and reviews to ensure strict adherence to the process parameters/systems.
•Actively participate in client initiated process improvement projects.
•Participate in client interactions and shared workflow insights, best practices and gaps.
•Implement SOPs and manuals to facilitate the smooth functioning of client servicing process and to ensure conformance to service level agreements.
•Support the onshore Underwriting department by adhering to process metrics and guidelines.
•Performed data mining and subsequent creation of reports and dashboards for presentation to management and delivered all operations reports to management in a timely and accurate manner
•Completed multiple transitions within NAPC, which includes (Canada Coding & issuance business, Multinational Casualty business, Expansion of quotes all locations)
Backend Operations
Job Responsibilities:
•Trained in multiple processes Disposition of loan request, HMDA (Home Mortgage Disclosure Act) & Doc Review.
•Processing loans requested and taking a corrective action (Withdraw or Decline) as per company’s guidelines.
•Ensure all rules and guidelines related to the processing of the loan request are fully complied with.
•Doing quality check and mentoring of the new trainees and giving relevant feedback to the associates to improve quality.
•Handling Work Distribution and leave tracker management. Preparation of daily, weekly and monthly production and quality reports.
•Ensure the systems requirements of the team are a captured, documented and communicated to the systems support teams.
in
Pass