Asst Manager Operations Manager
Dun & Bradstreet Information services India Private Limited
Total years of experience :6 years, 9 Months
Key Deliverables: Managed day-to-day operations of the centres allocated. Planned and ensured optimal recruitment (manpower) & fulfilment (infrastructure, accesses, logistics, etc.). Accountable for constantly reviewing processes from a cost efectiveness perspective and risk mitigation. Anticipated support requirements and planned the execution accordingly. Liaised with various internal functions like HR, IT, etc. to ensure campaign requirements were met in terms of job aids, education / training material, transportation, leaves required, salaries and incentives, etc. to ensure smooth functioning of the campaign. Carried out performance reviews at regular intervals, recognizing potential and identifying suitable candidates for various internal functional enhancement and higher-level management programs.
Highlights: Bagged the Quarterly Best Performer Award in Feb'10. Honoured with an Award for the Most Astute Leader in Dec'09. Implementation of CSAT & Client feedback capturing mechanism.
Key Deliverables: Mentored and guided the team to improve their team performance based on the targets set. Reported the process statistics, team and individual performance to the management on a real time basis. Evaluated the team members against monthly targets, ensured the accuracy and integrity of the information produced by the team. Recruited, developed and trained the staf to increase individual and team productivity. Imparted training to the department members on required skill sets to bridge knowledge gaps and on inter personal skills thereby promoting future growth prospects within the organisation.
Highlights: Member of the team that handled COPC certification for Barclays Online banking. Worked successfully on my initial responsibility of setting up the process with all the departments running in synchronisation within a week's production. Selected to be a member of Recruitment team for Intelenet Global Services.
Designated as Barclays Brand Champion to promote Barclays activities in India.
Instrumental as one of the few members to be awarded ESOP's in Intelenet Global Services based on superlative performance. Functioned as the oficial facilitator for all client visits from Barclays. Facilitated with the Best Team Leader and Best Team Awards on numerous occasions.
Key Deliverables: Handled client calibrations like organising listening sessions, calibrating calls with the client, capturing feedback to educate and enhance overall performance. Ensured compliance to client requirements in project plans and performance. Carried out performance reviews at regular intervals, recognizing potential and identifying suitable candidates for various internal functional enhancement and higher-level management programs.
Highlights: Implemented measures to cut down on idle and wrap time, increase sales efectiveness. Conducted Sales & British Accent training for the entire operations floor.
