Manoj Gurnani Email & Phone Number

India

Hyderabad Area, India

Worked for a Global clients at Hyderabad location for Mapping & Autonomous Driving Projects, handling specialised team of Quality Analysts, Team Leads & Team Managers

Hyderabad Area, India

Hyderabad Area, India

Leader for the standard & complex transaction processing team of the Computershare Transfer Agent service which deals with company share transfers, account maintenance and registrations.Responsible for a team management, quality review & feedback, process training and MIS generation for a 30 member team in operations.

Hyderabad Area, India

Headed Mapping team of span ranging from 50 to 100 plus operators & Supervisors for Serco BPO Pvt. Ltd. as a Team Manager/Project Leader for its’ client Google, which is market leader in Maps (Jan,’12 to Aug,’15)While working on project, handling countries (bifurcated into stages) the span of indirect reportees increased to ~200 FTE’s (including Team Leaders) Projects -Process related Projects – Ticket Management/ Attrition management/ Handling Capacity Planner (Initiative to increase productivity, reduce unplanned).Country Management – Managed country mapping for Indonesia & Slovenia which includes, initial head-count planning/projection, policy review, tracking projection with different stage leads & timely delivery.

Roles & Responsibilities• Track and monitor Service delivery activities for the Team• Prepare Standard operating procedures and other required documents• Report project status to OM• Conduct Team reviews as planned• Maintain quality records• Collect the Actual performance data and publish it every day in the Team• Attend Operations Review every day• Drive the implementation of the performance measures for the team• End-to-end responsibility for the execution and day-to-day monitoring of the assignment• NPS/Customer Satisfaction Survey deep dive analysis to update Accountability matrix with agent feedback• Provide coaching/feedback & develop action plan for entire team members• Assist in scheduling and coordinating team activities• Handle escalated and unresolved issues• Track attendance of the Team• Conduct team meeting, manage and continuously review performance of team• Provide feedback to operations manager on the performance of associates reporting to him/her• Provide and welcome constructive, meaningful and timely feedback on performance• Create an open and transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon• Drive Quality into the day to day operations• Assist Manager in timely documentation• Maintain the knowledge base of process learning’s• Provide support in organization initiatives like organizing events, process presentations, quality initiatives, etc• Any other duty assigned by reporting manager

Icse

Activities and Societies: Captain of Football TeamSchooling till 10th Standard

Isc, Commerce

Activities and Societies: Football & Swimming

Bcom, Commerce, Accounting & Economics

Activities and Societies: National Cadet Corps