Subject Matter Expert/ Trainer
Karvy Computershare
Total years of experience :3 years, 7 Months
Provide day to day leadership and motivation for the team.
Appraise staff and agree on development plan for training and operational purpose.
Ensure appropriate staff coverage at all time. Participating in operational planning and decision making by providing assistance and knowledge as a subject matter expert in local operations in conjunction with the multiple departments and time zones of the business.
Facilitate situations such as conflicts to ensure an amicable outcome.
Manage and delegate resources to the support queue, floor walking requests, etc. to ensure that all team members receive necessary support.
Prioritize and manage team workload to ensure that work is kept within service levels and the team’s capability.
Oversee the creation and presentation of new training documents and performance MIs in MS Office applications with slides, pivots, charts, etc.
Day to day communication with onshore support team and senior management to ensure business as usual
Directing the Team and making sure all the SLA's are met and RCA of errors.
Collation of weekly and monthly data and sending the volume analysis report.
Critical SAP analysis in case of vendor queries and answering them through Helpdesk.
Providing and/or creating any additional job aids as determined based on questions and comments received from onsite. Provide additional training on policies and procedures and provide real-life examples relating to areas in question.
Attending daily wrap-up meeting with Supervisor. Ensure to conduct daily briefings/Team Huddles.
Support individuals through the training program and on the floor by providing immediate feedback on work performed. Serve as a subject matter expert to clarify policies and procedures and provide information on observed trends and additional training opportunities.
Conducting Weekly & Monthly Calls with the Client to set new targets and the discussing methods to achieve them.
Completed Bachelor's in commerce with Computers with 59% from Osmania University Hyderabad.