Anish Mathai Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Process ManagementManaging Results (KPIs) that the Teams are delivering the KPI(s) as agreed and set by the Team Manager. Ensure that the team deliver the Organization’s objectives & KPIs (Productivity, Timeliness, Data Quality) set up for the team and individual members Ensure speedy and satisfactory respones to customer’s problemsAlong with the Process Manager, ensure that requisite resources in terms of system/work stations infrastructure is availableRegularly Monitoring achievement of results (Data quality and productivity) and ensuring targets are met through appropriate decision / actions / escalations / troubleshooting.Create and submit requisite reports – as per set guidelines in time. Eliminate waste from the process and optimize it to best possible extentClient ServicingSupervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues, ensuring minimum TAT.Assessing the customer feedback, evaluating areas of improvements & providing feedback.Analyzing customer queries & preparing trend analysis to eliminate the repetitive queries.Team ManagementPlanning Resource / Staff Administration in a manner that ensures optimum utilization of resources – this would include roster, shift planning, leave planning, attendance, holiday planning, overtime ensure back ups are identified to take care of unforeseen absence etcAttending training programs on technical and soft skills to enhance their operational efficiency leading to increased productivity.Monitor individual performance and providing timely /specific feedback to individuals in a constructive manner. Ensure that staff training is a continuous process with emphasis on ongoing development.

Airoli, Navi Mumbai

• Identifying risk areas and implement controls to fortify the existing business processes• Key goals to setup control measures to minimize financial risks and improve overall customer experience• Process governance to include risk identification and controls design• Setup audit structures to cover all the above areas• Governing implementation of Rules & Restrictions in the Commercial Processes• Governing & Maintaining the Global Service Catalogue • Working with teams across 6 Shared Services Centre’s as well as onshore teams globally• Support the development, communication and implementation of robust governance processes, policies and practices by working with colleagues to inform, improve and strengthen the governance responsibility to deliver services efficiently, effectively, securely and confidentially• Identifying risk areas and implement controls to fortify the existing business processes• Support project management arrangements creating and updating work and action plans• Provide operational and administrative support to the team to enable effective governance structures • Significantly contribute to the periodic review and continuous improvement of the governance systems and processes• Support in preparation of updates to stakeholders, both within the team and the broader organization

Advance Certificate In Foreign Trade, International Business/Trade/Commerce, First

Bachelor'S Degree, Physics, Second

Hsc, Science

Activities and Societies: N/A

Ssc

Activities and Societies: was part of Inter School Football Team.