HERE Maps
Total years of experience :21 years, 7 Months
Atlas Tool, Google maps
Current E2E - Process - Leading a team of 400 technical and nontechnical team members, projects managers. The work involves creating tasks
through lane mapping, coding. Also expanding and building a new team
KRA: Program Management:
* Drive a team of 400 members including 4 managers and 4 business analysts and AM.
* Responsible for Service Delivery within different projects, timelines, cost and quality to achieve business goals.
* Create the business model on given projects.
* Responsible for end to end people and performance management
* Proactively ranks and evaluates staff to ensure level of resources hired and retained are achieving business goals
* Creating PDP (performance development plan) for direct reports and monitor the end to end process for documented action plan
* Review the RYG tracker with the team managers on regular basis and guide them to control the attrition within the specified limit.
* Monitor and provide coaching, counseling, and motivation to maximize performance
* Responsible of End to End service and stake holder delivery.
Wnetwork Systems
Lotus Notes, Live Person, Tiny URL, CMT, SFDC, Cisco Commerce Workspace
LIVE Support: Provide LIVE support through LIVE CHAT, EMAIL and PHONE
Technologies Worked: SFDC, POV -Proof of Value, POC -Proof of Contact, HLD - High Level Designs, Wireless Technology
* Managed a team of 45 engineers and non-engineers responsible for end to end people, performance management and service
delivery
* Conduct one on one session with the team leader and provide performance feedback
* Identify best resources and preparing them for the next level within the team through IJP
* To identify process & project strengths and weaknesses and suggests areas of improvement
* Identifying bottom quartiles and guide them to enhance their performance and observe them to ensure performance achievement
* Employ best practice solutions and conduct research on emerging trends in operations.
* Prepare and provide daily, weekly reports and dashboards to the management (Four Blockers)
* Identify and implement team activities to make an effective team and reduce conflict within the team.
* Involvement with the Recruitment Team to hire the right Talent for the Organization.
* Interface between the clients and the organization for respective process, conducting conference calls on process with the clients.
* Conducted RCA on abandon chats and provided the reports and action plan to control it.
P2K, Lotus Notes, Siebel 7.1, KANA Application
LIVE Support: Provide LIVE support through EMAIL and PHONE
* Lead a team of 25 associates and reporting to Asst. Manager Operations.
* Understand and minimize the risk associated with breaks.
* Understand and process trade activity in accordance with established operations policies and procedures.
* Identify opportunities of TAT reduction, process improvement and floor support to maintain the quality of the process.
* Motivate, manage and coach the team through the performance management system to achieve the desired goal.
* Appraise the Assistant Manager and work proactively to resolve any productivity, quality and people issues coordinate with support
functions as appropriate.
* Ensure team adherence to client process requirement and security procedure.
* Conduct cross- training sessions to encourage multi-skilling.
* Prepared CLIENT JOB AIDS for transitioning new projects.
* Prepared GM Reference Library (A Quality Tool) which was launched on TechNet.
* Working as a
courses: AGILE CERTIFIED,ITIL,CISSP,CEH,CISM Lean Six Sigma and DMAIC Cisco Commerce Workspace Sales Force (SFDC) – Deal tagging, BOM creation, reports, order management escalation CRM Cases creation, escalation management, operations, quality audits