Ashok Kumar Email & Phone Number

Chennai, Tamil Nadu, India

Advised senior management on facilities needs and delivered ongoing operational support.Prepared statements detailing operational detail and key performance indicators.Coordinated strategic plans for administrative services management and optimisation to best use available resources.Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.Monitored staff performance and developed improvement plans.Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.

Chennai, Tamil Nadu, India

Mutual Fund Industry as a ‘Registrar & Transfer Agent' with the regulator as SEBI and for the client 'HDFC Asset Management Company' (AMC).Managing the process with the team size of seventy staff and responsible for achieving and maintaining the service level and quality as per client requirement.Performed the task of ISC Coordinator (Investor Service Center - regional head) and assisting the various branches with Investor queries, complaints & grievances to get addressed effectively as per the business requirement.Handled the digital activities with content designing through HTML which helps to get the communications triggered to Investors through online platforms.Reverted to various audit observations which were raised by the auditors as assisted by the regulator - SEBI & AMFI.Hands on experience in the areas of Process Management, Lean & Six Sigma initiatives.Implemented more efficient processes and reduced wasted resources.Developed team communications and information for meetings.Created plans and communicated deadlines to complete projects on time.Trained and mentored employees to maximize team performance.Produced content for websites and social media channels to enhance brand visibility.Thrived in fast-paced environment with energy and enthusiasm.

Worked as Team Leader on Email & Chat Process (Beachbody Project-Head Quartered at Santa Monica - USA).Handled the team size of 30 staff.Responsible for achieving and maintaining the Service Level Agreement and Quality as per client requirement.Assisted the team to receive best CSAT score of more than 8.5 for all the months.Managed weekly Teleconference calls with Clients to get their inputs on the project and to address their requirementsHaving regular meetings with the team members including daily huddles to discuss about the process updates and to clarify their challenges.Regular meetings with the QC team to discuss about the Quality failures and coming up with proper Corrective and Preventive action,Providing Feedbacks and Coaching to the team when and where required.Regular Floor Walk as part of the team interaction and to clarify any doubts to the team which they may have.Resource planning in regards to the forecasted volume for a certain period of time.

Chennai, Tamil Nadu, India

Worked as Subject Matter Expert (SME) with Siement IT Solutions and Services (an AtoS Business) having its presence felt across 168 countries worldwide.Managed the team size of 30 staff on UK Utility process.Assisted and mentored the team on Lean and Six Sigma initiatives.Ensured the 'Compliance of Service Level Agreements' set by the Client always.Ensured the Quality standards of the process and came up with Action plans for any Quality failures.Regular interactions with the Client to ensure their requirements are met accordingly on a timely basisMonthly Presentations to the Management in regards to the team's performance on various aspectsManaged and updated the SOPs on regular intervals to ensure the stability of the Process.Maintained the various MIS Reports on a day to day basisAssisted the Team Managers during the Employee Dialogue sessions.Mentoring and CoachingAnalyzed the training needs of the team and prepared the Cross-Training Plans as per the need.Trained the new comers and monitored them during the initial phase of Go live period.Team Management.Energize, motivate, coach and mentor the team to exceed commitments