Abhayjeet D. Email & Phone Number

Gurugram, Haryana, India

Responsible for running 24X7 Global Customer service delivery operations.

Gurgaon, Haryana, India

• Responsible for running service delivery processes by managing a team of operations staff.• Taking care of all local government compliances for GST, Tax, PF, FERA, STPI• Lead on all operational matters, including office management, corporate governance, compliance, managing HR requirements and overseeing activities to ensure sound and cost-effective management.• Engaging the Client and Client Managers to ensure product delivery is taking place as per timelines. • Engaging Client with Product Design Managers for business generation. • Process Management: Monitoring the process wise SLA's, driving improvement projects and implementing adequate measures to maximize productivity. Identifying & analyzing the problem areas and determining a solution to resolve the issue.• Process Controls and MIS: Designing and Monitoring the daily reporting & MIS to evaluate the performance & control parameters of the department. Leading monthly and Quarterly business reviews with the executive management.• Training & Development: Driving need-based training modules for developing multi -skilled work force for cross utilization within sub processes for optimum efficiency. Conducting monthly / quarterly meeting with managers for discussing team's performance and identifying areas of improvement. Actively driving employee engagement activities.• Recruit new headcount in order to grow the team further. • A 24x7 secure, safe workplace to all employees with zero down time.• Contracts & Vendor Relationships.• People Development & Career pathing.• Address all Employee Issues in conjunction with HR

Gurugram, Haryana, India

• Managing B2B/B2C Chargeback and Disputes Servicing teams for Card Member and Merchant charge disputes for Proprietary and Vendor Partner. • Driving Customer satisfaction for Proprietary and Vendor Partner by Identifying customer impacting issues, implementing solutions and process improvements to increase customer satisfaction rate, CSAT and NPS and Quality. • Driving Shareholder metrics like Occupancy and Cost which would include re -engineering / process improvement / Automation leading to cost reduction due to reduction in CCP Headcount • Working with WFM team on capacity planning, hiring, etc as per forecast for Proprietary and Service Partner site. • Driving Vendor partner SLAs by working on Champion-Challenger model. • Driving Employee Satisfaction (ESAT) metric by Conducting Performance reviews, Identifying Training needs and Career progression. • Driving a culture of empowerment, ownership and transparency so that the frontline is aware of the company’s goals and how they are directly contributing to the growth both at Proprietary and Vendor Partner. • Manage the regulatory and compliance environment within the teams and ensuring periodic reviews are conducted and any open gaps addressed/ resolved. • Managing relationships with support functions to ensure smooth day to day business operations. • Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. • Conducting weekly reviews with the Direct Reports to monitor week’s performance and analyzing the implementation of Action Plans discussed. • Effectively monitoring the action plans & setting up control points for successful completion • People Development & defining their Career Path keeping the Attritions under control

Noida Area, India

New Delhi Area, India

• Perform key account planning to identify, develop, and generate new business and increase revenues. Obtain market intelligence.• Generate and submit bids to customers as requested.• Conduct sales calls and make product / service presentations to meet customer needs.• Develop understanding of the customer’s business, technical environment, challenges, and other relevant information to assist in marketing of product.• Work with the Product Manager to develop long-term sales strategies for the specific verticals.

New Delhi Area, India