Jun 2017 – Jan 2025 · 7 yrs 7 mos · Delhi, India

Nov 2013 – Apr 2017 · 3 yrs 5 mos · Gurugram, Haryana, India

• Service Delivery Manager:
• Heading operations comprising of 90+ FTE for a domestic life Insurance provider.
• Responsible for Operational delivery, P&L, identifying potential process improvement opportunities and people management & development.
• Working with the account management teams to identify potential opportunities of growth in order to enhance revenue
• Ensuring a cost effective environment through a continuous focus on manpower planning, seat utilization and scheduling
• Working closely with the hiring team to ensure right quality and quantity of people for backfill and ramp up across business.
• Managing SLAs and KPIs of Inbound, Outbound and Non-Voice operations.
• Monitoring overall functioning of processes, identifying areas of improvement and implementing adequate measures to maximize client satisfaction
• Partnering with client teams on high impact projects focussed on improving customer experience, reducing repeat and minimizing churn.
• Build, develop and motivate a high performing team committed to achieving success through each other.
• Business Impact Analysis – Design variable compensation and R&R programs
• Conduct skip level meetings & address open/pending issues
• Attending Conference Calls related to staffing, Productivity, Strategy and status on SLA's monthly Business Review to update on Agent Performance, Service Quality results, Target Status, Audit Results and Action Plan for the next month.

Dec 2012 – Nov 2013 · 11 mos · Gurugram, Haryana, India

• I have joined CHOICe last year in the month of December as a Deputy Manager – Operations (In-house & Vendor). Company operates on a bank insurance model where we serve to 3.5 lacs existing clients along with ~5000 distributor bank branches at Pan India level.
• My current assignment is with Resolution Centre (In-house & Vendor). I am also heading the Pre-Issuance Calling (The activity done by only CHOICe in the entire insurance industry) & Online Term Sales.
• I am handling process transition on account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology

Jan 2012 – Dec 2012 · 11 mos

• I have joined EXL Service.com as a (LAM) Lead Assistant Manager – Operations (Deputy Manager) for an US-Insurance process. It’s an US Inbound process with 24*7 window.I am managing a work group of 66 FTE’s and 3 AM’s. Team has to attend inbound calls and resolve the concerns and queries raised by the customers. We have to ensure that CSAT for all the calls is being maintained

Oct 2010 – Jan 2012 · 1 yr 3 mos

• My last assignment in IBM was with Google Ad words. My team had to review all the ad’s and had to approve or dis-approve on the basis of pre-defined policies of Google. Post approval of the ad’s by my team, the ad goes online.

Apr 2009 – Oct 2010 · 1 yr 6 mos

• Steria India (Xansa) is a renowned BPO and has several Technical and Non Technical Processes. I was working with a UK Banking Process (Lloyds Banks) which deals with Bank employees related to various issues. It is an UK based Inbound Customer Care Process. We have B2B and B2C LOB's.

May 2006 – Jan 2012 · 5 yrs 8 mos

• Responsible for overall performance of the teams in terms of productivity & Quality delivery of services to the customer within stipulated time
• Responsible for managing overall Business Delivery.
• Manage, Audit and ensure Policy adherence through Group Managers and Process Owners
• Responsible for Quality, training and operations management. Client relationship management.
• Managing the Shift Metrics, optimizing available manpower for achieving Targets.
• Owner of all processes for a client, having overall responsibility for performance on client SLAs.
• Responsible for Weekly, Monthly & Quarterly MIS for the business, internal and customer reporting.
• Optimizing Productivity & Quality of the Teams and contribute to Client's competitive advantage by cultivating a culture of 100% customer ecstasy.
• Conduct regular feedback sessions with TLs to discuss Achievements, Targets and planning to meet the Targets.

May 2006 – Apr 2009 · 2 yrs 11 mos

• I joined IBM at the time when they were in transition phase for a Canadian based ISP process. I was in the Pilot batch and have successfully proved my competency as per the client expectation. I have worked in IBM as a Tech Lead and as Assistant Manager – Operations

Jan 2005 – Jan 2006 · 1 yr