Associate Manager Program and Project Management
Accenture - India
Total years of experience :16 years, 9 Months
Managing IT Service Delivery vertical of One of the biggest NBFC organization.
o Manage Client Services and Applicant Service.
o Create and identify goals to meet company objectives.
o Determine functional and cross-functional strategies to increase efficiencies and effectiveness of the business units.
o Communicate regularly with employees for business updates.
o Cohesively work with Center Director for advice on any potential issues.
o Collaborate with other Department Managers for key strategies/information.
o Address and remedy client or applicant issues where escalation has been identified.
o Perform other duties as needed or directed by Center Director.
o Effective data analysis and interpretation skills.
o Ability to focus on key metrics and frame their overall impact on business objectives.
o Excellent communication skills, ability to deal with Client and employees at all levels.
o Strong attention to details and good interpersonal skills.
o Strong decision making and problem solving skills.
o Ability to multi-task in fast-paced, deadline driven dynamic environment
Duties & Responsibilities:
o To handle team of Writers.
o To ensure quality of all the processes by analyzing their work related to process and bottleneck areas by preparing reports related to each client per day and also achieving individual target.
o Live random audit to be conducted within the team to ensure that Quality is ensured to the client.
o Errors per executive are controlled and relevant feedbacks are provided immediately by sharing with them Audit feedback/Team feedback.
o Tracking of urgent Penalty/Non Penalty Client cases and see to that they are completed on time as the status has to be provided to the Operations Manager.
o Ensure the inflow of work is worked on ‘FIFO’ basis which is first in first out. This is in reference to the due date of the client (TAT) to achieve the team target.
o Coordinate with the Coordinator of various departments for various requirements so that the flow of work is within time and uninterrupted.
o Handling all critical clients list and to give output within tat and as per their requirement.
o To conduct timely internal meetings per day with the team for giving them updates/solve queries/feedbacks etc.
o To coordinate with the Assistant Manager /Team Leader for regular client updates.
Worked as a Product Support Professional on Budgeting Financial Software “Mvelopes’’ solving complex queries of clients and provided Tier 3 Level Technical Assistance to the customers across US & UK.
Worked as a Technical Support Professional and provided technical assistance for Dell peripherals, Internet Security software ‘McAfee’ and Computer Associates to the customers across US & UK.