Assistant Operations Manager
Current Leading a Team of Analyst and Team Leads and ensuring the Client Deliverables are achieved within the agreed SLA and as per the statutory requirements compriseout of large Vendor landscape and larger Teams. Ensured all contractual with the Client in regards to TAT, Accuracy & CSAT are met consistently month on month. Organized Client Reviews and prepared Business Dashboards, Complex and Critical Monthly Billing and Service level reports. Performed various analytics for Client & management information. Have been consistent in achieving Customer satisfaction & skilled at having amicable Customer & Vendor Relationship Management. Have successfully set up a centralized Team at Client location and designed a process for Vendor Invoice Submission. Transitioned all the new business in the Team and ensure the Team is updated with the policies and procedures as per the Documented SOP. Evaluated KPI’s of TL’s and support teams on periodical basis to meet process goals and objectives. Identify Training needs, plan and train staff, ensure updated procedures are in place and are cascaded to the team on timely basis. Creating monthly Vendor Payment Dashboards and publishing to the respective stake holders and to Senior Management. Coordination with internal and external stakeholders across Departments Driving various controls to improve overall efficiency at process level and initiated various service improvement projects. Ensured regulations of Process Compliance-Audit & Quality management system (ISO 9001:2008) are met.
