Team Leader
Cognizant Technology Solutions
Total des années d'expérience :7 years, 6 Mois
• Assist in managing of the Business Relationship and Operations Support teams for ING “Distributor Services/ EB Contracting
• Will be responsible to retrieve and quality check a random sample of completed transactions through the applicable system
• Effectively manage the workflow and allotment of cases to the team members for timely completion and report adherence to the SLA and gathering data, tracking and reporting department metrics or reports as needed
• Reported individual and team metrics, utilized for staffing and development need.
• Managed Retirement Services reoccurring system error reporting, working closely with error management team to ensure errors were prioritized, resolved, opportunities to avoid errors sought
• Will conduct periodic training and process updates/refreshers for the teams in Cognizant India and Serving as a point of contact for NAIC Group and Cognizant Group for questions and escalations
• Generate customer correspondence onshore manually or by using templates
• Recognize and drive process improvement solutions. Support Cognizant-India team by providing solutions in complex situations based on subject knowledge expertise of U.S. insurance processes and methodologies.
• Identified, reviewed and documented 94 SOP’s managed within the Distributor Services teams.
• SPOC for IT related issues and raised Dual Monitor and VGA cards request across DS team and see that all of them deploy as per timelines.
• SPOC for raising request in VMS during US Client visit to India and see that they have Flawless entry in DLF.
Organization: First American India PVT Ltd - Hyderabad
Tenure: December 2010 to March 2012
Designation: Team Leader Operations
Current Role: Managing 22 team Members
Responsibilities
• Had involved Four Back Plant Projects and successfully completed within timelines specified.
• Updating the team performance to the line managers and in the share folder on a daily basis.haring the team performance to the team in one-on-one sessions and with the line managers and implementing action plans to improve their individual performance.
• Took 100% responsibility of given task and ensures it is complete as per the time lines.
• Interacting with the internal teams to share their performance and improve the process and individual quality
• Provided verbal recognition of team member's achievements in team huddles.
• Prepared External and Internal reports and shared individual performances timely.
• Prepared weekly volume projections for both Back Plant Projects.
• Escalated process related issues and challenges to the line managers and to the expert team to seek alternatives and suggestions in order to accomplish the given tasks.
• Identified process related gaps within the team and arranged training sessions to cover most of their conceptual gaps.
• Updated the team with all process related updates with the help of expert team and senior process associates within the team.
• Ensured the timelines are met for all the critical tasks assigned.
• Provided appropriate guidance and assistance to the team in improving their performance and process.
• Showed interest in learning the new things and shared the knowledge to others.
• Displayed personal integrity in day to day activities.
• Received and given constructive feedback in an objective manner.
• Motivated self and other team members.
• Made an effort to know the strengths and areas of improvement for self and team members.
• Looked for opportunities to upgrade skills of self and team members.
Current Role: Managing 28 team Members Client- Tata sky. (Inbound, Escalation & Backend Process)
Responsibilities
Team Leader - Operations - Tata Business Support Services Limited (Tatasky- June 2009 to December 2010)
• Building a team that effectively supports client programs, products and services
• Driving the development of superior customer service and high performance
• Leading workflow distribution and floor management to ensure service levels are satisfied
• Handled Inbound & Back end Process which enables for the end to end resolutions for the customer.
• Maintaining SR/SLA (Service Level Agreement)
• Handled escalated calls, including calls from dissatisfied customers.
• Managing the performance of the team (Team Size 28 members) Responsible for the personal development/promotion of the team through regular observation, feedback, performance discussions leading to team motivation.
• Regular 1-0-1's, mentoring & updates with the team Members to keep them continuously motivated
• Monitor calls and identifying the TNI (training need identification)
• Co-ordinate with the client for regular product updates and passes it on to entire team.
• Ensuring optimization of the resources resulting in higher productivity which has resulted in lesser cost.
Initiatives
• Successfully completed project on Multiple Login/Logout
• Handled New hire training batches, refresher trainings -- Analyzing & identifying training needs of employees and developing, organizing and conducting training programs and manage bottom quartile team to improve their performance
• Handling Recruitments & Interviewing of candidates to identify qualified candidates based on skills, knowledge, education, experience, etc.
• Responsible for negotiating job offers, including salary, benefits, etc
• Developed a training module for improving customer satisfaction
Organization: Vaman Pharma (C & F Cipla Limited)
Tenure: August 2006 to February 2008
Achievements/Activities Undertaken
Worked as a "District Manager" with Vaman Pharma at Tirupathi.
* Promoting Pharma Products to the Doctors and ensuring that the sales targets are met
* Interacting with the stockiest and also with the Regional office to ensure that stock is maintained as per requirement
* Was a consist performer and had been promoted as District Manager within 4 months
* As a District Manager needs to monitor the performance of the Representatives (3 Rep's) and also ensuring sales targets are met
BPT