AN OVERVIEW
10+ years of experience in managing operations and Client relations for a leading Business Process Service provider
Expertise in managing entire process operations with an aim to accomplish corporate plans & goals successfully, maximize client satisfaction and process compliance
Lead multiple process improvement initiatives to achieve maximum efficiency in operations
Abilities in coordinating with internal/external stakeholders for running successful business operations and experience of implementing procedures and service standards for business excellence
Ensured delivery of high quality services to support client business needs & achieving continued high customer satisfaction
Proven abilities in team management and client relationship management
CORE COMPETENCIES
Framing work direction and plan for supporting Team Leaders and associates based on business goals and objectives
Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process
Building efficiency in processes by reviewing process flows and removing NVAs; spearheading automation and other process improvement initiatives
Auditing & reviewing processes for ensuring strict adherence to the process parameters as per work contract and other defined guidelines
EMPLOYMENT DETAILS
Since Apr’06: EXL Service.com, Noida/Pune
Customer Service Representative – Voice Operations Apr’06 – Apr’07
Senior Associate – Work Force Management May’07 – Jan’10
Assistant Manager - Operations Feb’10 – Mar’13
Lead Assistant Manager - Operations Apr’13 – Feb’17
NOTABLE ACCOMPLISHMENTS
Excellent track record in managing teams (74 FTE, 4 Assistant Managers) and running day to day operations ensuring great service delivery
Managed both Voice (Inbound & Outbound) and back office operations in Insurance P&C, Life & Annuities and Commercial Lines
Transitioned and stabilized new businesses across varied insurance domains
Drove the efforts to maintain annual employee attrition at sub 10% for non-voice teams with proactive employee engagement
Developed frameworks to enhance process accuracy for all teams significantly from 95% to 99% defects per unit
Credited for 100% Net Promoter Score survey in 2016 from clients
Proven skills in cross skilling 100% of the teams in multiple work types hence registering a positive impact on profitability by optimizing resource utilization and reducing MEI
Recognized for re-engineering existing processes by removing NVAs through automation and hence boosting Accuracy and Turn Around Time; Proposed and presented new ideas and concepts to improve processes both at an account and organization level
Ensured automation and other change initiatives meet the desired objectives by successfully increasing employee adoption and usage
Recorded 90% - 97% employee satisfaction scores during annual surveys since 2010
In-depth understanding of the recruitment process; responsible for drafting JDs, interviewing and selection of employees. Have developed a sharp eye for talented people and employees inducted over the last couple of years have delivered exceptional results in all performance metrics
Recipient of multiple operational excellence awards for single handedly managing operations in the portfolio and smooth month end closures
PROFESSIONAL ENHANCEMENTS
Undergone the following trainings:
INTRO 320 (Fundamentals of Insurance) – The Institutes (USA)
TTT Level Coaching for Feedback
Work Shop on Stakeholder Management
Impactful Presentation Skills
Workshop on Leadership Thinking Skills
Attended Emergency Responder workshop on First Aid & CPR
ACADEMIC DETAILS
B.Com from Monad University (Hapur, UP) – 2016
HSC from Army Public School – New Delhi (CBSE)
SSC from Kendriya Vidhyalaya – West Bengal (CBSE)
