hSenid Business SolutionsManager - Outsourcing
Apr. 2012 - Dec. 2015ColomboA member of the Management Team and responsible for organizational growth by providing strategic direction to the two business units managed. Reports directly to the CEO. Key Responsibilities are: • Managing the P&L and collections of WebITPro and HRO business units in line with the budgets. • Identifying areas which need instant rectification/improvement, and also business opportunities, and escalate them to appropriate parties for follow-up actions. • Representing hSenid at Tradeshows and other promotional events • Initiate and following up, when appropriate, process/ service improvement programs. • Program manager for the ongoing IT projects both local and overseas • Manage and input both positive and negative customer feedback information for effective and prompt response. • Analyzing the customer feedback and identify the root cause and problem owner of each complaint about the services provided by Consumer Banking. • Ensuring all complaints have gone through sufficient examination, analysis, escalation and reflection, and if possible, rectification by applying the available resources/authority. • Providing administrative support to my division • Providing strategic HR support for organizational growth, with structural alignment to support long/mid-term goals • Acting as a mentor to junior staff of the team motivating them at challenging situations