www.kensho-tc.comwww.dhavalkunder.com

My responsibilities include training and developing front-line manager, assistant managers and operations managers on their operational skills and improvising their efficiency and effectiveness.

Have been responsible to get new business/clients for OnTrac. Also managing existing clients.New clients brought in to OnTrac1. Ways2Save2. NGA-HR3. Cisco Systems

OnTrac is an Operations Management and Consulting for IT Enabled Services companies. I have been into Corporate Training of OnTrac core product the STAR certification program for various MNC across geographical location in India and Philippines.  Have successfully completed consulting projects for Firstsource BPO (Manila, Philippines) where the target was to improve efficiency and effectiveness of team leaders and assistant managers. Worked with 20 TL’s and 8 AM’s. Lead them towards performance management and team management.  Have successfully completed consulting projects for SLK Global BPO (Kolhapur, India) where the target was to improve efficiency and effectiveness of team leaders and assistant managers along with productivity. Have successfully completed Consulting projects for WNS Global Solution, Gurgaon (India) where the target was to control Attrition and Absenteeism. Have also conducted various Operational Training Programs for global organization across geographical location in India, Sri Lanka and Philippines.  Have conducted DiSC program. Specialization:1. Operations Management2. Operations Consulting3. Team Management4. DiSC Trainer5. Stakeholder Management

WNS Bangalore is the offshore business unit of Aviva Group (Norwich Union Direct) UK. Norwich Union Direct/AVIVA UK is the largest insurance company in UK. People, Performance, Operations Management in order to ensure that the business and personal objectives are met. Identify ways of improving service/adding value to bring in process efficiencies. Managed a team of 53 FTE’s. Ensuring my team plays a key contribution towards achieving the organizational goal, i.e. Service, Morale and Profit. Ensure 121’s is conducted on a monthly basis. Quarterly review of Performance Development Plans of Team Leaders, Coaches and Executives reporting to me. Contribute proactively in the development of the internal monitoring system and amend the monitoring procedures as and when the regulations change. Provide a high level of service to internal / external customers at all time. E-mail requests, telephone calls and all other requests for information/advice to be responded to in a timely and professional manner Maintain high energy level within the team by constantly motivating them. Focusing team members on the purpose and task of the project, reminding the team of the result the organization is looking for and how it fits with the organization's vision, mission and goals. Ensured all documents are maintained as per the company standards & all reports are handed over to the Manager Operations. Given additional responsibility to mentor the other coaches in the entity & ensure the adequate coaching modules are implemented in their teams. Have worked on WFM. Have been responsible for Appraisals both half yearly and annually.