Asst Manager Operations
Infosys
Total years of experience :23 years, 4 Months
• Transitioned the indirect procurement process from United States.
• Online support to Suppliers and Buyers on procurement applications
• Go to Assist is online application where associates login remotely to customers computers to resolve there query.
• Handling Customer service, Indirect procurement and F & A processes for BP
• Accounts Receivable, Accounts Payable, General Ledger, Invoice reconciliations
• Indirect procurement for Product & services, Human Resource & commodities.
• Process starts with identifying the supplier, negotiating the contract, getting the supplier setup in the procurement applications, receiving the product & pay the supplier. Post payment, reconcile all invoices.
• Setup Buyer & Supplier in procurement application & support them in using same.
• Ensure smooth operations of the process in compliance with the Infosys policies.
• Ensure that all the agreed SLA's are met.
• Managing the entire call center operations of Tally Solutions Ltd
• Contact center provides first level support to Accounting and Technical issues.
• Successfully streamlined the operations conceptualized & implemented measures for enhancing the operational efficiency.
• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes.
• Formulated & implemented internal reporting systems for monitoring quality. Developed Process Parameters, Quality Evaluation & Grading System and testing techniques for call evaluation and manage documentation of same.
• Ensure regular team meetings to discuss current operational environment procedures and controls.
• Review the performance of the process with senior management and the client
• Conducting performance appraisals to ensure effective motivation of the Team Leaders, Quality Analyst & Trainer. Identify potential areas for grooming Team Members through regular assessments and mentoring.
• Planning the staffing structure in the future course on the projections given.
• Documented the Operations, Quality, Training and Technical requirements of the process for ISO 9001:2000 & BS 7799 certification.
• As part of the six sigma process for improving quality and efficiency, I was responsible for all customer queries and grievances related to Technical Department which were unresolved and required attention within 24 hours
• Process was to capture the critical information from scanned legal documents.
• Captured information was to be converted to cama delimited file, which will be used as an input to the client’s software.
• Ensure regular team meetings to discuss current operational environment procedures and controls.
• Conducting performance appraisals to ensure effective motivation of the Team Leaders, Quality Analyst & Trainer. Identify potential areas for grooming Team Members through regular assessments and mentoring.
• Review the performance of the process with senior management and the client
• CCS process handles all the collections for the entire UK. Working in three different sites, viz., Sheffield, Swansea & Birmingham.
• CCS process has 8 queues, viz., Pre 11’s, Post 11’s, Limits, Dormancy, Letfoll, Demand, Demdir, & Lrefer.
• In CCS process we process the transactions posted in the customers account; it could be a DD, CHQ, SO, SWITCH or resetting of the overdraft limit.
• We make the payments for the loan account, When ever customers defaults the loan account, we make a demand for the loan amount.
• Liaised with the relationship managers in UK on behalf of our customers seeking over-draft approval for payments being sent out with insufficient funds
• Coordinating with the business area & other 2 sites wrt any business related issues.
• Headed the documentation team for branch procedure manuals at one of the GSC’s the team was responsible for filing and updating procedural manuals for over 20 different processes.
• Allocation and tracking of the data entry work to my team members with proper process followed in the company.
• Lead, train & motivate teams ensuring their career development and positive contribution to the company. Conceiving /implementing short/long-term plans to achieve process objectives.
• Responsible for the business development, co-coordinating with the business Partners explaining them the nature of the job and establish joint ventures
• Manage the outsourced work with the partners
• Deliver the coded file to the end client and follow up for the new projects.
• Formulating & implementing internal reporting systems for monitoring quality. Prepare error reports of the partners and feedback same
Pursuing
4 years of Bachelor of Engineering in electronics and communication from bangalore university.