Nidhi Thakur Email and Phone Number

● Own, analyze existing operations and develop and implement a strategic plan to improve the servicing performance through process optimization, automation and implementation of various tools, processes, and applications for process optimization.● Collaborate with cross-functional teams to understand business objectives, requirements, and challenges.● Conduct root cause analyses to identify underlying issues, trends, gaps & areas for improvements, and develop data-driven solutions to… Show more ● Own, analyze existing operations and develop and implement a strategic plan to improve the servicing performance through process optimization, automation and implementation of various tools, processes, and applications for process optimization.● Collaborate with cross-functional teams to understand business objectives, requirements, and challenges.● Conduct root cause analyses to identify underlying issues, trends, gaps & areas for improvements, and develop data-driven solutions to address them.● Monitor staffing levels and assisting with recruitment– screening CVs, interviewing candidates, and providing internal feedback.● Monitor ongoing trainings and assess the training needs within the team and help develop and deliver appropriate training programs for teams and individuals.● Identify and escalate risk areas and assist in creating/implementing a resolution● Contributes to Develop and implement metrics and KPIs to supervise process performance and measure the impact of improvement initiatives.● Communicate progress, successes, and challenges to all the stakeholders, providing regular updates on the status of transformation initiatives.● Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration, develop teams’ SMART goals and drive developmental plans. ● Multi-task on a variety of different projects. Such as: Taking care of New Hire onboarding and helping them with their initial setup. Additional Responsibilities: Worked on new hire onboarding plan for PICCCE, driving new flashboard initiative within the team, Acting as a DEIWA Ambassador for PICCCE Show less

Operation Process:• Managing SLA and driving the team to achieve / exceed SLA Targets• Conduct internal reviews with key stakeholders and clients• Preparation of Dashboard and deck presentation for periodic Business reviews• Lead, Review and allocate performance targets• Understand and implement the process and pre process training needs from the client• Nominate staff for scheduled trainings as per role enhancements and road mapping exercise • Ensure optimum… Show more Operation Process:• Managing SLA and driving the team to achieve / exceed SLA Targets• Conduct internal reviews with key stakeholders and clients• Preparation of Dashboard and deck presentation for periodic Business reviews• Lead, Review and allocate performance targets• Understand and implement the process and pre process training needs from the client• Nominate staff for scheduled trainings as per role enhancements and road mapping exercise • Ensure optimum work allocation• Discussing quality issues based on input from QM• Implement corrective & preventive actions, Cross training and review results• Lead and drive process improvements and automations leading to efficient processes • Review processes for deficiencies and implement better control• Monitor team performance and draw development plans• Conduct appraisals based on PIP data and feedback • Maintain skill set inventory for teams• Own rewards & recognition schemes for assigned process/team• Work and plan Desk utilization strategies • Drive employee satisfaction through initiatives, programs and transparency within the teamCustomer:• Managing effectively client escalations: No escalations to be pending for more than 8 Hours at max.• All Clients and internal emails to be responded within the TAT • Maintain client satisfaction score• Zero Surprises (Self-Identified Audit issues and corrective actions)• Effective RCA and preventive corrective plans leading to zero repetitive errors• Timely presence of client calls and submission of dashboards/ KPI’s as per timelines• Update Log, DPM’s, Leave planning & process accreditations Show less

Job Profile: • Process Analysis from Business Analyst point of view for RPA • Gather process, tools information from clients as per the project requirement • Work closely with development team for product development / enhancement • Ensure efficient and cost-effective implementations guaranteeing client satisfaction• Troubleshooting • Coordinate with different departments / Vendors to ensure smooth implementation • Create PDD and BRD as per project… Show more Job Profile: • Process Analysis from Business Analyst point of view for RPA • Gather process, tools information from clients as per the project requirement • Work closely with development team for product development / enhancement • Ensure efficient and cost-effective implementations guaranteeing client satisfaction• Troubleshooting • Coordinate with different departments / Vendors to ensure smooth implementation • Create PDD and BRD as per project requirementProjects:• Implementation of Chat bot – HR4U for internal employees• Automation of hourly WFM client report through RPA • Automation of telecom Invoice Posting in SAP CONCUR through RPA (IQ BOT and TASK BOT)• Support and development for EWS (Early warning system) tool Show less

• Responsible for Global employee travel.• Manage employee relationship, complaints and grievances. • Monitor required APPROVALS against raised TRF and report in case of any policy violation. • Maintain daily trackers, Monthly Business class reports, Annual & Monthly travel spent reports and presentations along with the process flow.• Reduce travel cost as much as possible keeping in mind convenience of the employees.• Negotiating with the Airlines and… Show more • Responsible for Global employee travel.• Manage employee relationship, complaints and grievances. • Monitor required APPROVALS against raised TRF and report in case of any policy violation. • Maintain daily trackers, Monthly Business class reports, Annual & Monthly travel spent reports and presentations along with the process flow.• Reduce travel cost as much as possible keeping in mind convenience of the employees.• Negotiating with the Airlines and Hotels for best deals.• Maintaining contract records and RFP.• Reconcile & process weekly monthly invoices• Analyze industry and company trend to develop tools for company’s benefit.• Improve Customer Satisfaction by delivering faster turnaround time for new / additional request.• Monitoring supplier’s performance and developing improvement action plan • Floating RFPs as per business needs • Preparing supplier bids comparison & evaluation• Internal travel tool enhancement to reduce manual task Show less

• Maintaining customer relationships and vendor relationship to achieve maximum level of customer satisfaction • Heading the YHE Team and day to day functionality. • Assigning budgets to the team and effectively drives the teams to achieve them. • Responsible for the all business verticals including MICE, Hotels, FIT Packages, Ticketing to ensure the stipulated targets are met month on month effectively managing staffs and Spearhead the Overall Sales, Operations.• Monitor… Show more • Maintaining customer relationships and vendor relationship to achieve maximum level of customer satisfaction • Heading the YHE Team and day to day functionality. • Assigning budgets to the team and effectively drives the teams to achieve them. • Responsible for the all business verticals including MICE, Hotels, FIT Packages, Ticketing to ensure the stipulated targets are met month on month effectively managing staffs and Spearhead the Overall Sales, Operations.• Monitor Teams day to day sales & operations of the Team.• Responsible for the overall P&L of the Division. • Help the team to generate new sales while providing tools for protecting the existing client base Plan and execute ways to increase revenues and margins by driving a blended delivery model that includes Core Client Services and Partners Conduct regular customer meet and product presentations / Activations to generate maximum brand visibility and enquiry generation. • Drive the team towards successful closure of leads generated through web, Activations, Print Ad’s, corporate visits and through other lead generation activities. • Analyzing the market trend and create new products (Domestic) and effectively sell it across all channels • Effectively utilize the allocated marketing budgets for lead generation activities and brand building • Generate daily / weekly / monthly reports to keep track of budget vs achievement to keep a close track of Budget vs achievement. Show less

• Handling corporate travel for NOKIA SIMENS employees• Helping employees with their Domestic and International travel.• Re issuance of Domestic and International booking both.• co-ordinate with hotels for employees stay (Domestic & International both)• Guide employees for their Visa.• co-ordinate with back end teams to ensure service levels are met• Maintain relationships with airlines and hotels

• Guide and help travellers with better routing and fares • Help retail customers with their Domestic and International travel tickets.• Basic ticketing

• Responsible for HOTEL SALES, FLIGHTS, FLIGHT+ HOTEL packages (Online products) • Help travelers with their leisure packages • Making all the travel arrangements for customers starting from their travel date till their date of return.• Negotiating with hotels, car vendors and maintain relationship with them for better profit margins• Achieve monthly profit targets• Maintain relationships with existing clients for repeat client-ale • Customizing products for different… Show more • Responsible for HOTEL SALES, FLIGHTS, FLIGHT+ HOTEL packages (Online products) • Help travelers with their leisure packages • Making all the travel arrangements for customers starting from their travel date till their date of return.• Negotiating with hotels, car vendors and maintain relationship with them for better profit margins• Achieve monthly profit targets• Maintain relationships with existing clients for repeat client-ale • Customizing products for different customers as per their travel needs Show less