Harish Kumar B Email & Phone Number

Assembled and formulated SLAs, KPIs & Governance Tool kits in coordination with the Client's CRE leads for the setting up of Global Facilities Help Desk at Bangalore which manages 113 buildings spread across the globe for a leading US based BSFI, while continually measuring performance indicators of KPIs & QBR (Quarterly Business Review). This has helped create an array of business analysis and manage client expectations, end-to-end service delivery & consistently achieve 100% KPI since inception to date. The whole process included recruitment & training in process, culture, application, voice and accent.

Lead the New Hire training program including floor support for the new hires during their on-job training and was SPOC for internal application training & updates. The role entailed to conduct refresher training for the Operations team and design new hire training based on the process/business requirements. Among other key responsibilities, also conducted TTT (Train The trainer) program for the new trainer hires & conducted monthly process knowledge test for the Operations team.

With a bite from the entrepreneurial bug and an innovative idea, commenced a business which provided a Mobile Car Spa at the customer’s doorstep. Though the model and consumer acceptance took some time, the company was catering to about 100 customers on a daily count basis within the first six months and become a successful model breaking even in a one-year period. The model could not be scaled up due to labor constraints and maintaining the same Quality control on services provided as the customer base grew, leading to a shut down after four years.

Managed a team of 26 members and achieved a near 100% SLA on a month-on-month basis for client Norwich Union - a 150-year-old Insurance company providing Life & Pension Insurance in UK & Ireland. Conducted new hire training on Life & Pension Insurance products including Pure Life Policies, Endowment policies, Unit linked Policies and Unit linked bonds and related subject matters which also provided an expertise in Data Protection Act, Medical underwriting, Money laundering and Financial Service of Authority guidelines for UK and Ireland.

Was a part of several pilot batches for Troubleshooting & responding on technical queries related to AOL Software. Achieved high scores on Quality & Performance metrics like AHT (Average handle time), Quality scores, FTT “First time fix”, Average speed of answering, Schedule adherence and upselling of services.