Brij Mohan Email & Phone Number

Gandhinagar, Gujarat

 Define Process scope and layout the process plan. Develop the over-all process transition plan; handle end to end transition; ramp up of new and existing accounts and manages the process scope with scheduled quality checkpoints. Ensure all process and client related documentation is accurate and regularly maintained. Identify all possible risks that can adversely impact process timelines and quality benchmarks. Tracks, monitors and communicates process development periodically. Prepares and maintain internal risk management procedures; change management procedures and quality management procedures. Point of contact for all process/account related reports. Develop good working relationships with client and point of contacts at client end. Mentor and groom leads and coordinators to meet client and organization objectives. Point of contact for all internal and external operations escalations. Maintain robust communication with shared services like IT and HR etc. Establish guidelines and procedures for continuous improvement of all processes. Lead operations teams across the organization.

Gandhinagar, Gujarat

 Organize walk through and process knowledge acquisition programs for smooth transitioning of the processes. Undertake responsibilities of removing unnecessary procedures in process for efficient functioning; managing processes in adherence with the client’s requirements. Attend to clients’ complaints on priority and undertaking steps for effectively resolving them. Interacting with the client to gather their feedback on the work delivered. Provide relevant feedback to the respective parties based on quality audits and rendering suggestions for improvement. Conduct process training considering quality feedback, plus offer training to team members to handle High Volume Situations and reduce idle time. Identifying improvement areas & implementing measures to maximize customer satisfaction levels; Ensuring that teams adhere to all the quality tool and procedures. Evaluate and adapt systems for ensuring timely and accurate data management activities; managing Electronic Data Interchange initiatives. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance of team members.

Ahmedabad Area, India

Well versed with the process and procedures of human resource transaction of the US customers and processed their requests related to: Hardship withdrawals Retirements In-services withdrawal Rollover Ins Loan Repayment Loan Prepayment Loans Final distribution Direct deposits Tax issues Returned Checks Beneficiary forms Power of attorney Address change Name change

Gurgaon, India

Lead a team of six staff members for QC/QA of programmed surveys for clients entailing:  QC/QA of entire survey on the bases of logic and data coding by conducting various test runs. Circulate time estimates of the QC/QA of new surveys. Work allocation for QC/QA of the surveys. Share feedback with the programming team of the QC/QA surveys. Report test results of the QC’ed/QA’ed surveys.

Gurgaon, India

 Responsible for maintaining MIS like Customer Payments, Cases Referred to Agency, Agency Payment  Generate the Portfolio for the entire month of collections entailing: -->Records of Cases Field Pick Up. -->Records of Individual Productive Calling. -->Records of the Customer payments. -->Records of Cases Referred To Agency. -->Records of Agency Payment Collection. -->Records of Post Dated Cheques.  Handling outbound calls with a view to achieve the pre-set individual and team targets.