Aug 2022 – Feb 2024 · 1 yr 6 mos

• Key Responsibilities
• Client Relationship Management: A key part of the role is maintaining a strong relationship with the client. This involves understanding their needs, managing expectations, and acting as the primary point of contact for service-related issues.
• Operational Excellence: I was accountable for the performance of the service delivery team. This includes monitoring key performance indicators (KPIs) and service level agreements (SLAs), driving process improvement initiatives, and ensuring a high standard of quality.
• Team Leadership and Development: Lead and mentor a team, which involves setting clear expectations, providing coaching and feedback, managing performance, and fostering a collaborative environment. I was also involved in hiring, training, and succession planning.
• Financial and Project Management: Responsibilities often include managing budgets, tracking costs, and ensuring that service delivery remains profitable. This role also involves overseeing the delivery of projects, managing resources, and mitigating risks.
• Problem-Solving: As a Service Delivery Manager I was a point of escalation for complex issues. The role demands strong analytical skills to identify problems, develop solutions, and ensure timely resolution to minimize impact on the client.

Apr 2020 – Aug 2022 · 2 yrs 4 mos

• Core Responsibilities
• Operational Management: The manager oversees the day-to-day operations of the project. This includes monitoring performance against KPIs and SLAs, ensuring that all service level agreements are met, and driving continuous improvement to boost efficiency and quality. This often involves using methodologies like Lean Six Sigma to streamline processes.
• Client Relationship: A critical part of the role is maintaining a strong and positive relationship with the client. The manager acts as the primary point of contact for the client, managing their expectations, addressing any issues or concerns, and identifying opportunities to expand the services Accenture provides. They must be able to communicate effectively with senior-level client stakeholders.
• Team Leadership: The manager leads a team of professionals, which can be large and geographically dispersed. Responsibilities include people management, such as coaching, mentoring, and performance reviews. They are also involved in staffing, resource allocation, and fostering a collaborative and high-performing team environment.
• Financial and Risk Management: The Operations Manager is often responsible for the financial health of the project. This involves managing the budget, tracking costs, and ensuring the operation remains profitable. They also identify potential risks to delivery and implement mitigation strategies to ensure project success.
• Process Improvement and Automation: A key focus at Accenture is using technology and innovation to transform operations. The manager is expected to drive initiatives that leverage automation, analytics, and other emerging technologies to move operations from transactional to transformational, creating more value for the client.

May 2018 – Apr 2020 · 1 yr 11 mos

• Key Responsibilities
• Team and Performance Management: Responsible for leading and mentoring a team of customer service professionals. This involves setting performance targets, conducting regular reviews, providing coaching, and ensuring the team has the necessary skills to handle customer inquiries effectively. I would also handle staffing, scheduling, and resource allocation to meet service demands.
• Process and Quality Improvement: A core duty is to drive operational excellence. This means continuously analyzing customer service metrics (like call resolution time, customer satisfaction scores, and first-contact resolution) to identify and address inefficiencies. I would implement process improvements and leverage technology to enhance the overall quality of service.
• Customer Relationship and Issue Resolution: While the team handles day-to-day inquiries, I was the point of escalation for complex or critical customer issues. They are responsible for ensuring these problems are resolved promptly and satisfactorily. The role also involves maintaining strong relationships with key customers and coordinating with other departments (like claims or underwriting) to ensure a seamless customer experience.
• Compliance and Reporting: I would ensure that all customer service operations adhere to regulatory guidelines and company policies. This includes preparing and presenting reports on team performance, customer feedback, and operational challenges to senior management. This role is to provide a clear and data-driven view of the customer service function's health and its impact on the business.

Dec 2014 – Apr 2020 · 5 yrs 4 mos

• Core Responsibilities
• Team Performance and Coaching:
• Performance Monitoring: I was accountable for team's performance against key metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), call handling time, and adherence to quality standards.
• Coaching and Mentoring: A significant part of the role is to provide regular, one-on-one coaching to team members. This involves listening to calls, reviewing interactions (chats/emails), identifying areas for improvement, and providing constructive feedback and training.
• Motivation: I was responsible for motivating the team to meet and exceed targets. This includes fostering a positive work environment, celebrating successes, and addressing performance issues proactively.
• Operational Management:
• Workflow and Queue Management: I was actively monitoring call queues and team availability to ensure that customer inquiries are handled promptly and efficiently. It was part of the role for managing the daily workflow and ensuring service levels are maintained.
• Escalation and Issue Resolution: As the first point of escalation, I used to handle complex, sensitive, or unresolved customer issues. I had the authority and expertise to resolve these problems to ensure customer satisfaction and prevent further escalation.
• Process Adherence: As a part of role we ensure that the team follows all company policies, procedures, and regulatory guidelines, particularly concerning compliance and data privacy in the insurance sector.
• Reporting and Analysis:
• I used to generate and analyze reports on team performance, identifying trends and root causes of issues. This data is then used to create action plans for improvement and is often reported to senior management.
• We used to provide feedback to the Operations Manager on what is working well and what challenges the team is facing.

Nov 2009 – Dec 2014 · 5 yrs 1 mo · Hyderabad · On-site

• Started as a Team Member and quickly advanced to a leadership position, overseeing teams in Service Chat Customer Service.

Dec 2007 – Oct 2009 · 1 yr 10 mos · Hyderabad, Telangana, India

• Promoted from Analyst to Senior Analyst in a short period, demonstrating strong performance and a quick grasp of responsibilities.