Manish Kaselkar Email & Phone Number

Mumbai, Mh, In

Mumbai, Mh, In

Mumbai, Maharashtra, India

Throughout my tenure, my responsibility has been to plan & direct work, appraise performance, reward & discipline employees, and address complaints & issues with regards to vendor training and quality; analyze vendor performance on defined KPIs and focus on improving the in-class experience. Meanwhile, I established the entire Training and Quality framework for the outsourced partners and in-house team.Further, my emphasis has always been on setting up the Ombudsman team for resolving… Show more Throughout my tenure, my responsibility has been to plan & direct work, appraise performance, reward & discipline employees, and address complaints & issues with regards to vendor training and quality; analyze vendor performance on defined KPIs and focus on improving the in-class experience. Meanwhile, I established the entire Training and Quality framework for the outsourced partners and in-house team.Further, my emphasis has always been on setting up the Ombudsman team for resolving customer escalations and ensuring customer retention.Moreover, I liaise with the Product Team for automation of processes with a strong focus on reduction of cost and improvement of customer experience. Show less

Mumbai, Maharashtra, India

While working as Manager – Quality, my accountabilities were to lead overall management & development of the Quality Team as well as quality delivery /quality KPIs as per the contractual agreements with clients. Achieved excellence in quality delivery (customer-driven) – met & exceeded performance targets on KPIs signed off with clients.During this tenure, I ensured adherence & effectiveness on the defined quality processes/guidelines (internal, client & legal compliance) and quality… Show more While working as Manager – Quality, my accountabilities were to lead overall management & development of the Quality Team as well as quality delivery /quality KPIs as per the contractual agreements with clients. Achieved excellence in quality delivery (customer-driven) – met & exceeded performance targets on KPIs signed off with clients.During this tenure, I ensured adherence & effectiveness on the defined quality processes/guidelines (internal, client & legal compliance) and quality management system. Ensured Quality Audit Mechanism implementation and tracked adherence & efficacy via identification of areas of improvements, solution design, tracking, measurement & reporting of the output to the Leadership.Besides, I initiated Governance Audit System to work as an early warning on compliance (customer, client & financial impact). Standardized quality improvement practices for sustained performance improvement. Introduced continuous performance management systems/action plans in place & build a “High-Performance Culture” with outlier performance management.In addition, I conceived & initiated projects on key metric improvements and added value to customers (internal & external) & stakeholders within the organization. Show less

Mumbai Area, India

As Head of Training & Quality, roles required me to lead training roadmap preparation for the center, training programs design, training cycle management, TNA – Training Needs Analysis, content development, skills & process gaps analysis, new skills updation, faculty/trainers arrangement, and resources coordination. Conducted analysis of training quality and provided feedback.Over my tenure, I delivered training in the areas of Customer Handling Skills, Management Development &… Show more As Head of Training & Quality, roles required me to lead training roadmap preparation for the center, training programs design, training cycle management, TNA – Training Needs Analysis, content development, skills & process gaps analysis, new skills updation, faculty/trainers arrangement, and resources coordination. Conducted analysis of training quality and provided feedback.Over my tenure, I delivered training in the areas of Customer Handling Skills, Management Development & Leadership, Team-Building, Process, Behavioral Training, & other Generic Soft Skills. Further to this, I performed process level analysis utilizing 7 QC tools, and generated & ensured the implementation of the Action Plan by the Service Delivery and Training Team, and tracked the effectiveness of the same.Additionally, managed data to serve internal and external audit purposes and management reviews; generated client and internal reports based on the vendor and program requirement. Created quality awareness activities for the Support Executives, Team Leaders, and the Team Managers. Represented the Quality Team on all internal & external audits, management meetings, and business reviews. Show less

Bengaluru Area, India

At Aditya Birla Minacs Worldwide, my major emphasis was on directing Training & Quality for multiple domestic processes, transaction monitoring, process compliance, NHT training & refresher training, quality metrics, and process implementation accuracy as per the SOW.Furthermore, I performed analysis and blueprinted action plans for escalation trends, call-back trends, documentation, misrouted calls, transfers, client and end-user complaints, CSAT and FCR scores. Benchmarked practices… Show more At Aditya Birla Minacs Worldwide, my major emphasis was on directing Training & Quality for multiple domestic processes, transaction monitoring, process compliance, NHT training & refresher training, quality metrics, and process implementation accuracy as per the SOW.Furthermore, I performed analysis and blueprinted action plans for escalation trends, call-back trends, documentation, misrouted calls, transfers, client and end-user complaints, CSAT and FCR scores. Benchmarked practices within programs in coordination with the Client’s Process Engineering Team and other allied business partners. Monitored people metrics such as team building & management, attendance, and efficient resource utilization. Show less

Pune Area, India

Chennai Area, India

Hyderabad, Telangana, India

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Master Of Business Administration (Mba), Marketing

Bachelor'S Degree