Corporate Etiquettes Tutoring, Mentoring, Career Advancement Consultant.

Principle Accountabilities:Responsible for a part of a database (module), define standards, develops specialized training programs, collaborate with development team for database and product improvement and act as project leader.Escalation point for internal and external customer issues.Interacts with senior management and/or functional peer groups and manager/directors to advise on data projects and resolve complex data issuesBe recognized as a subject matter expert in his/her… Show more Principle Accountabilities:Responsible for a part of a database (module), define standards, develops specialized training programs, collaborate with development team for database and product improvement and act as project leader.Escalation point for internal and external customer issues.Interacts with senior management and/or functional peer groups and manager/directors to advise on data projects and resolve complex data issuesBe recognized as a subject matter expert in his/her domain and demonstrate extensive understanding of customer needs and frequently interact with customers to provide advise on a technical basis Directly manages performances of a section of functional/operational teamBehavioral Competencies:Business AcumenApplies in-depth understanding of the business dynamics of own department/district integrates within the divisionRequires a comprehensive understanding of internal and industry standards and principles.Leadership ImpactManages multiple related teams, sets organizational priorities and allocates resources; executes department business plansImpacts the business results of a department/district by setting priorities, allocating resources, and developing policies and plansGuided by department/district business plansComplexity & Problem Solving:Identifies and resolves complex multi-dimensional business problemsInterpersonal Skills:Influences others internally and externally, including senior division executives, vendors or regulators Technical Capabilities (Knowledge, Skills, Experience):People management skills beyond single functional teamConvinces others to listen and consider what he suggests (influential)Fosters consensusActs as a mediator to resolve conflictsDemonstrates an articulate deep domain knowledge Show less

Role & Contribution:• Preparation of SOP’s, Manuals, Templates, Guidelines etc. for process improvement and escalation to Management and clients likewise.• Responsible for implementing AGILE methodologies via its sub-sets the Scrum & Kanban tools• Responsible for conducting Regression/Smoke testing to make sure the user interface is in perfect operational condition without any bugs or errors.• Responsible hiring to make sure the selected candidates are as per the job… Show more Role & Contribution:• Preparation of SOP’s, Manuals, Templates, Guidelines etc. for process improvement and escalation to Management and clients likewise.• Responsible for implementing AGILE methodologies via its sub-sets the Scrum & Kanban tools• Responsible for conducting Regression/Smoke testing to make sure the user interface is in perfect operational condition without any bugs or errors.• Responsible hiring to make sure the selected candidates are as per the job description and the client needs, identifying the skills and attitudes best suited for individual/team project needs.• Handling teams of analysts/senior analysts/SME/QC/Team Leads and allotting/delegating the work based on the projects requirement.• Performance and Process review on weekly and monthly basis to check the targets are achieved, SLA’s, Escalation hand off times, Customer Satisfaction, Quality Parameters etc. and take corrective action based on the requirement and forwarding the final summary report to management via the Management Business Review template.• Forecasting and planning for future requirements in terms of head count increase, budgeting for the head counts and approvals for the same from Management and Clients.• Ensuring Compliance as per the respective country regulations and maintaining the Agreement Compliance Matrix to comply as agreed with the Client• Handling and conducting internal audits and ISO certification tasks for ISO 27001:2005 as a Management Representative and as an Certified Internal Auditor• Scheduling and handling internal audits, customer satisfaction, process compliance and improvement, identifying the gaps, root cause analysis, corrective actions and preventive actions, etc.• Auditing experience in various departments like Human Resources and other Operation teams.• Ensure compliance with internal policies and procedures as per the Quality Management Systems and Information Security Management Systems Show less

Supported staff development and goal attainment by focusing on skill development and job satisfaction.Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.Trained team members in successful strategies to meet operational targets.Monitored employee performance and developed improvement plans.Submitted reports to senior management to aid in business decision-making and planning.Recruited and retained top talent, with focus on… Show more Supported staff development and goal attainment by focusing on skill development and job satisfaction.Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.Trained team members in successful strategies to meet operational targets.Monitored employee performance and developed improvement plans.Submitted reports to senior management to aid in business decision-making and planning.Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals. Show less

Role & Contribution:• As a Quality/Risk Analyst had the primary responsibility to monitor calls and provide written and verbal feedback which included areas of strengths and developments using various feedback methods.• Was responsible for maintaining the MIS reports for the entire Quality team.• Conduct daily devotionals for teams by updating them about changes in the US law, new measures taken to help customers during recession, any quality updates or changes.• Was responsible… Show more Role & Contribution:• As a Quality/Risk Analyst had the primary responsibility to monitor calls and provide written and verbal feedback which included areas of strengths and developments using various feedback methods.• Was responsible for maintaining the MIS reports for the entire Quality team.• Conduct daily devotionals for teams by updating them about changes in the US law, new measures taken to help customers during recession, any quality updates or changes.• Was responsible for assisting customers by providing them with various home loan plans to get them up to date on their mortgage payments. Show less

Role & Contribution:• Lead, inspire and manage performance for various teams with over 80 customer service representatives in a dynamic and competitive training environment.• Make the optimum use of the resources available to ensure that the trainee can perform hassle free e.g. daily resource planning, desking has to be in place before the trainee could log on, training room’s availability, scheduled coaching being delivered during coaching slots etc.• Day to day feedback to the… Show more Role & Contribution:• Lead, inspire and manage performance for various teams with over 80 customer service representatives in a dynamic and competitive training environment.• Make the optimum use of the resources available to ensure that the trainee can perform hassle free e.g. daily resource planning, desking has to be in place before the trainee could log on, training room’s availability, scheduled coaching being delivered during coaching slots etc.• Day to day feedback to the trainee provided through written and verbal communication keeping them aware about their progress and areas of development if any.• Maintain various spread sheets updated with the team statistics, keep a check of the error logs and conduct refresher sessions if a concern is identified through the error logs received.• Work in conjunction with quality assurance officers and managers and recommend corrective action and strategies to improve quality standards for the CSR’s.• Generate monthly Error and Performance MIS by maintaining database to identify trends and recommend corrective measures.• Motivate a team of auditors to reduce productivity errors and business losses whilst constantly striving to enhance process knowledge, eliminate negative trends and inculcate positive habits among CSR population. Show less

Role & Contribution:• Sourcing profiles from various channels i.e., Advertisements, Consultants, Internal Referral Scheme and Campuses.• Prepare the manpower requirement plan based on the requirements given by the customer (Service Delivery Leaders) • Holding reference checks for the probable new hires for induction to ensure authenticity.• Screening, short listing, coordinating and conducting interviews with the respective managers, salary assessment for selected candidates and… Show more Role & Contribution:• Sourcing profiles from various channels i.e., Advertisements, Consultants, Internal Referral Scheme and Campuses.• Prepare the manpower requirement plan based on the requirements given by the customer (Service Delivery Leaders) • Holding reference checks for the probable new hires for induction to ensure authenticity.• Screening, short listing, coordinating and conducting interviews with the respective managers, salary assessment for selected candidates and issuing appointments letters. Show less