AM - Savings Operations - One Saving Bank India

- Managing the Osmo CX Team (Sales and Tech Support) which includes Osmo, K3, Learn Station and CX Reporting.

- Managing the Customer Settlements Enquiries (CSE Escalation) for Home Loans process.- Managing the PEXA process related to incoming invitations, outing invitations to OFI’s and managing the conversation request/enquires from solicitor, brokers, mobile lenders and customers. - Built and enhanced the skill matrix’s reporting for all Customer Settlements team.- Managing core ANZ Home Loans Escalations and Huntline Calls Team for Home Loans Document Preparation (Escalations and Huntline calls related to Home Loans Mortgage documents for the customer)- Specialization in managing Management Escalation, Customer Complaints emails and Escalated calls from ANZ Brokers, Mobile Lenders, BMD, Frontline Managers and Branch.

- Managing the Document Preparation Team for Retail Business Operations.- Managing and planning the day to day volumes among the Hub's (Bangalore, Manila, Melbourne) - Networking with the HUB's for a better process flow and customer satisfaction.- Changed and simplified the EOD Report which is sent to the Senior Management and Stake Holders.- Internally initiated the Volume and Average Output Reports for better planning and performance, in order to deliver results.- Raising and approving all the required application, software and process requirement for the new hires.- Managing the required software’s and fix issues with the IT team for the automation systems.- Internally resolving and fixing small tech issues to avoid downtime in the team.- Discussion of errors and support required staffs to better customer experience and performance management.- Provide support by taking initiatives by organizing employee engagement events.- Work Force Management (WFM) & Analytics - Rostering, Leave Management, Manpower Forecasting, Volume Projection, Floor and Break Management.- Worked on an Org Level Project for Idea Generation and Implementation.- Part of Org Recruiting Committee in recruiting new staffs to the business.

- Working on company marketing/branding activities (Internal and External)- Working on various projects for better customer experience and to re-gain lost customers. - Managing and working on the design of the company’s official web site.- Managing and analyzing reports which require deep drill down that are further accessed by the higher management.- Managing the PAN India reporting and analyses of company data.- Handling the corporate Facebook group and company’s Facebook page by updating post with reference to motivation quotes, pictures and videos, business news and company updates.- Handling the corporate Yammer page by keeping the employees connected to the economy and industry news.- Part of the core creative team in handling the Companies Official News Letter which is sent to partners, customers and agents worldwide. - Managing and maintaining the database on Cloud (Google Drive) for the company - Initiation, set up and monitoring the conference telecom on the back end to avoid the Call Drop and Call Barge - Managing the lead generation team in bring in new customer to the business.- Engage on all the Management Level Activities when it comes to Organizing and Coordinating - Meeting vendors associated with our company’s events, meets and conferences.

- Heading the Business Support process (calls, chat, mails, escalations), Fulfilment process (order management, logistics partnering, escalations)- Put up the complete CRM and the fulfilment process which included process standardisation and the process, hiring, procuring of IT requirements and Training.- Work Force Management (WFM) & Analytics - Rostering, Leave Management, Manpower Forecasting, Call Projection, Floor Management, Break Management.- Part of the core team in the business development and process re-engineering with process automation.- Provide support by taking initiatives like training the new comers, organizing employee engagement events, business presentations, quality initiatives etc.- Acted as business advisor to the top management with reference to implementation on the business in line with the process improvement.- Managing the complete IT inventory and procurement for the company as add on responsibility.- Working with logistics partner in driving good customer experience with reference to Order Management.

- Worked as a Lead for the order management input quality issue project.- Planned and trained order management teams on Microsoft Excel.- Handled the reporting and projects team for order management.- Improved the data reporting for the team on the SLA.- Acting as an advisor to the business management on process improvement and standardization.

- Pre and Post Order Entry needs: Expedites & Incident Resolution. - Process Navigation & facilitate escalations with other areas of Dell.- Aged Issue Analysis Partnering with Customer and/or ISR for Prevention & easy process fixes- Own end to end OPR process responsibility – Work cross-functional Order Pending Release and root cause and analyse the reason for the orders to be on hold and work with other areas including sales, factory to get the orders released to production.- Generate periodical reports for analysis and provide process insight/business knowledge to the higher-ups.- Standardize the process by reviewing cross functional processes & improving the same by working closely with Order management team.- Frequent structured communication with internal customers to ensure all process documents is updated.- Call Audit – Part of call Audit process for US Order Process segment for call quality and coached accordingly. - Avaya Reporting – Supply higher authorities’ information on calls made by the team to US customers and monitor for quality.- Handling de-activated Dell contract codes along with the US Contract Managers.- Sending out reports and training various teams on the importance of Dell Contacts.

- Regular Trainings to OP/sales on S&P and other process related updates.- Coordinating with sales team and OP segments to streamline the S&P process and bridge knowledge gaps.- Worked with the VMware team on the VMware OP Escalation which was marked to Director Level for immediate resolution.- Fixed issues in Absolute Software, Net Manage, & Microsoft Software with the help of SnP Intranet Support Team and Dell MS Team.- Maintaining a check on the Vendor Info link which has bought a major reduction on S&P rejects and results in good CE.

- Resolve the orders on MD Hold by contacting customer/sales team.- Back-up to the Pod Lead in one’s absence.- Monitoring the performance of new trainees on board in the EA Team.- Training and presentations to the OP Team on MD Holds.- Handling mock calls and provide real time feedback to Ops

- Worked on Healthcare Faxes and supported other segments during peak volumes.- Handled escalation and AFT mails and reported the root cause to the manager.- Conducted weekly Quality Review huddles.