Ashish Malhotra Email & Phone Number

Gurugram, Hr, In

India

Pune Area, India

Currently working as Vice President managing UK customer operations with a circa of 1800 FTE’s across IND and EG – since Nov 2021Key accountabilities and decision ownership: 1. Strategy & Planning • Translate the outputs of the partnering service agreement and the Customer Care functional plan into a roadmap that delivers direction; human resource and partnering capability; ensuring that service capability both functionally and technically is consistent and delivers right service/right time/right cost to VF customers.• Lead strategic programs with operations managers and VSS partners to streamline plans for ongoing improvements and drive higher customer resolution index.2. Client Management • Compile customers’ requirements based on information received from meetings, calls, direct mail responses and other sources for all lines of businesses• Accountable for the Consumer Care performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market. 3. Business Development • Responsible for growing the business with existing customers• Achieve budget targets• Offer solutions through understanding customer needs and issues• Manages and lead the account to achieve optimum customer experience with Full end to end P&L accountability4. Change Management • Work with Customer Care Business Change and other relevant parties to drive necessary change within function and ensure that all change initiatives are planned, structured, and deliver value that meets the overall business objectives.5. Cross Functional Liaison & Project Management • Work closely with project management, local customer operations and technology departments to ensure all agreed SLAs, communication matrices and agreements are met between VIS & Clients.

Pune, Maharashtra, India

Key Responsibilities:• Lead solutioning, transformation, digital and transition projects for Customer Operations, FRS & Enterprise businesses for Vodafone international markets (Europe, UK and APAC region) and group functions, the same contributing to 45% of overall business, 10000+ FTEs• Lead direct teams with peak size of 15 professionals spread across India, Egypt and EU having been involved in deals worth USD 129 Mn + (USD 89 Mn in Vodafone)• Drive industrialisation of the transformation framework of “Migrate, Optimize, Re-engineer and Digitalize” across the organization delivering 60-75% operational efficiencies in business processes• Build digital plans, maintain digital pipeline and drive the digital agenda of the organization by applying the principles of business excellence and RPA (Robotics) to deliver solutions for optimizing partner business processes• Lead business development activities including RFIs and RFPs. This includes strategy building, preparing propositions and working with cross functional teams to develop solutions• Exploration of new digital tools which would help in benefit realisation for the business

Pune, Maharashtra, India

Handled Irish telecom process (Voice, Back Office & Web Chat) with a headcount of 200 associates and 12 TL’s & an Assistant Manager managing 6 different LOB’s across the board

Gurgaon, India

 Handled Outbound Collection Process, worked across different stages of Outbound Collections stages (5/30/60/120/150/180 days). Handled Global Workforce Management Team supporting 38 stateside LOB’s ensuring that the SLA for RTA is met via chat & calls

Gurgaon, India

 Worked in an Inbound Credit Card Financial Process fulfilling the customer needs by giving the highest possible Customer Satisfaction and giving them alternatives by which they can improve and maintain their credit history. Maintaining high and healthy standard of competition amongst team members and focusing on their development and job enrichment. Coordinating with fellow team members in assisting their focus on Key Result Areas of the Process and assisting them in improving the performance level of the agents.Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.  Monitor and take action on TKS, personnel and payroll issues. Review Convergys compliance documents as required.  Maintain current employee records on direct reports.  Review CMS statistics on a daily basis and provide constructive feedback.  Provide Subject Matter Expertise.  Ensure training needs of subordinates are met.  Modify Operations as needed to meet service level agreements under supervision of Operations Manager. Successfully complete all client related training.  Resolve escalated customer issues.  Hold team meetings on a regular basis with direct reports.  Communicate all process and client changes to direct reports within specific timeliness  Promote the use of all center communication tools.  Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements.

I handled team size of 15-18 associates in an Inbound Credit Card Financial Process wherein i was responsible for attaintment of 100% in Tier 1(CSAT, Quality, Sales) and Tier 2(AHT, Productivity, PTV) Metrics, Coaching and Feedback, Client Intereaction, Call Calibration, providing support to Training team.

Gurgaon, India

Provide backup support of all issues-reset requests and special requests. Maintain and adhere to Service Level Agreements (Line Adherence Model)Responsible for maintaining and coordinating vital information regarding internal day to day business (Absenteeism, Attrition, Agent Productivity, PTV reports etc)Responsible for data entry and monitoring IEX on a real time basis to ensure performance is within pre-set parameters.

Gurgaon, India

Handled a team of 13 agents in a UK outbound Process making Outbound Calls for selling T-Mobile and 3G phones. Also maintained the standard of agents in effective sales with a higher connect ratioTaking Coaching Sessions for the Team Members thereby improving the Sales per Day for themI also worked for B2B process(US Process) Manufacturer's News wherein i was supposed to call Manufacturers to get their name listed in the Manufacturer Directory

New Delhi Area, India

PROCESSES DIALED Wireless – AT&T, T-MOBILE (US & UK),Vodafone (Irish) Medical Cards – MEDLINK Credit Cards – 1MEDIA, CAPITAL ONE US & UK( Inbound ), COLLECTIONS (US & UK), MBNA Collections, Bank of America WFM MORTGAGE, B2B ( Manufacturers News ) TRAVEL – Fixing up an appointment with the customers

Certified Safe 5 Agilist

Scrum Alliance, Scrum

Pdgca, Computers

BSc & PGDCA

Post Graduate Diploma; Diploma, Computer Applications; Computer Applications

B.Sc., Physics, Chemistry, Mathematics

Activities and Societies: Secetary for Physics and Electronics Association

Science

Activities and Societies: School Captain Member of School Volleyball, Cricket, Basketball Team

C.B.S.E;, Mathematics And Computer Science

Certified Scrum Product Owner®

Itil, Itil