Business Process Manager, Operations
OnQloud Technologies LLC
Total years of experience :17 years, 3 Months
Key Responsibilities:
Project Management:
• Liaison with different stake holders for the effective delivery of projects
• POC conclusion
• Project delivery within timelines/SLA and scope
• Coordinating with customers. Partners, and internal teams for smooth projects conclusion
• Effective use of visual management e.g., Kanban board to present the progress on projects
• Delivering projects related to BCDR solutions at customer premises
Operations Management:
• Supervising day to day operations/processes
• Staff management
• Logistics
• Simplifying processes
• Co-ordinating with customers and partners
• Bringing manual processes on to technology platform e.g., HR process on Zoho people
Key Responsibilities:
Operations Management:
• Effectively leading a team of 95 plus associates with 3 AMs as direct reports
• Conceptualizing & implementing short / long term plans; resulting in improvement of process Accuracy
• Assessing customer feedback, evaluating areas of improvements & providing critical feedback
• Preparing performance dashboards for weekly and monthly customer calls
• Baselining and FTE calculation activity resulting in increase of adoption and FTE growth
• Responsible for the overall health of process
• Plays an important role in managing SLAs of the process.
• Strong analytics and RCA helped the process in transitioning more work to offshore team during pandemic
• Hiring - Raising indents and hiring suitable resources on basis process requirements
Process Management
• Mapping and adhering to Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
• Managed Business Continuity Plans to anticipate risk and guard against business disruption in case of unforeseen events - Proved fruitful when COVID 19 impacted operations - Coordinated with IT and Logistics team in ensuring smooth distribution of assets to the employees, enabling them for WFH and ensuring minimal impact on SLAs.
• Identifying Opportunities of growth of New Business with respect to current capabilities in collaboration with the Client - Transitioned and set up of off-shore QA team for different LOBs
Client Servicing
• Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
• Managing escalations for resolving critical issues, ensuring CTQ Delivery & Business Continuity.
• Ensuring continuous interaction with the customer to make sure those areas of concern can be worked upon for improved service levels.
New Transitions:
1. Set up of Off-shore QA team for different work-types
2. Set up of Tech-support team to handle customers/users queries and resolution
Key Responsibilities:
• Resource planning
• Selection from existing teams on basis their expertise and according to the requirement of the role
• Assessment and selection
• Training and cross training plan, setting up and leading calls with onshore team/SMEs
• Defined and finalized the SLAs and targets
• Work assigning procedures and how the team will function
• Finalized incentive plan for the team
• Received VOC from the onshore leadership for efficiency achieved by the team
Achieved 100% NPS Score