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Work Background
TaskUsSenior Client Services Manager
Jun. 2020 - Jul. 2024Bengaluru, Karnataka, India
Contact Center CompanySenior Transition Manager
Nov. 2016 - May. 2019Riyadh, Riyadh Region, Saudi Arabia
QuintilesSr Manager Transition
Dec. 2014 - Oct. 2016Bengaluru Area, India
IBMTransition Manager
Mar. 2011 - Dec. 2014Bangalore
CoreLogicAssistant Manager - Migration & Quality Control
Oct. 2009 - Feb. 2011Bengaluru, Karnataka, IndiaLocation Head - Transition and migrations of any new business and Quality improvement for over 400 FTE population. Responsible for E2E handling of any new business transitions both onshore and offshore and also ensure 100% transition compliance for existing business. Played vital role in creating a robust Transition methodology Define and create common processes and procedures for Client Services processes relating to Mortgage taxes, costing and transitions Solution Design of new opportunities and scoping of the projects. Support Change Management and Communication Cross functional alignment and Interaction with Top Management for HR, Legal, Budgeting and Quality in ensuring regulatory approvals. Exposure to responding to various Request for Quotation(RFQ), Request for Information (RFI) and Request for Proposal (RFP)
GenpactAssistant Manager
Nov. 2001 - Aug. 2009Operations Handled a team of 40 agents for 3 diverse processes, 2 Inbound Customer Service for Auto Finance and Insurance and 1 transaction based process being led by an MT (TL) reporting to me. Operations/Process Management: Driving productivity targets on Customer critical Quality parameters (SLA’s) Manage day to day delivery with zero surprises and zero disruption Employee performance management: Monthly performance review through one-on-ones Employee Confirmation Yearly performance review Performance based grading system: Calculation of weekly, bi-monthly and monthly grades Calculation of monthly payouts, based on employment type Employee R&R planning – Contests planning and rollout Leave allocation and planning with the team EWS(Early Warning System) Review to track potential attrition cases Employee Counseling and documentation Ops Review Visual Management Hiring : • Done Front Line Hiring for Associate and Middle Management Level • Created the Playbook/Job Description for Process Hiring • Lead Best Practices for Hiring in collection Process – ICICI bank Highlights: Implementation of SU (Seat Utilization) having a Biz impact of $40K/annum Planned and executed cross training of agents amongst similar process to reduce bench and increase employee motivation Motivating the teams to utilization of lean/Six Sigma concepts to enhance productivity, delivered productivity of over $80K in 2008 Have met SLA targets month on month with client satisfaction since starting production in India
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