Prashant Saha Email & Phone Number

Hyderabad, Telangana, India

Hyderabad Area, India

(ACQUIRED Healthcare Business of Thomson Reuters & Truven Health Analytics)• Integral part of Product Support Management offering comprehensive input & support across borders to accomplish business targets• Integrate different units, building cost-effective shared service model to ensure offshore business growth & accomplish organizational objectives in low cost• Hire, train, cross train & Lead resources to maximize utilization• Drive Critical metrics like Employee… Show more (ACQUIRED Healthcare Business of Thomson Reuters & Truven Health Analytics)• Integral part of Product Support Management offering comprehensive input & support across borders to accomplish business targets• Integrate different units, building cost-effective shared service model to ensure offshore business growth & accomplish organizational objectives in low cost• Hire, train, cross train & Lead resources to maximize utilization• Drive Critical metrics like Employee retention, service levels, TAT, FCR, Quality etc• Root Cause Analysis on every process hit & build a robust process. Communicate RCA analysis, discuss improvement plans with stakeholders• Identify Process Improvement opportunity, improvise using Automation (Blue Prism), resulting in improved Operational Efficiency• Liaise with leadership in US, build a comprehensive set of KPIs to govern & measure quality & productivity, implement best practice solutions• Provide comprehensive input & influence the annual operating plan, forecasts & strategic plans• Implement standardized processes well documented, measured and honed regularly• Hunt opportunities for process improvements through Six Sigma methodologies & Automation• Responsible for Talent Management, Career Planning, Engagement and Employee RetentionKey Accomplishments:IBM, Truven & Thomson Reuters:• Appointed as India Leader for Product Support & Implementation, establishing 24/7 blended solution Center transitioning entire Product Support from US to India• Expanded Operations transitioning 7 processes by skill development & showcasing capability• Transitioned 2 process in-house from vendors• Inception of Product Support with 6 team members, current team of 55+ supporting 18 products, with positive impact on cost & improved SLA• Implemented RPA in certain processes, reducing TTC & improved efficiency• Setup independent 24/7 Helpdesk post disintegration from THOMSON REUTERS adding only 4 Headcount by cross training existing PS staff Show less

Hyderabad, Telangana, India

Acquired Healthcare Business of Thomson Reuters

Hyderabad Area, India

Hyderabad Area, India

• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate/NPS.• Assist in developing and implementing training programs to improve the quality and productivity of the team• Drive process improvements to enhance the operational efficiency of the team• Development, analysis and improvement of new strategies and procedures. The TL will have the ability to develop, plan, and implement short- and… Show more • Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate/NPS.• Assist in developing and implementing training programs to improve the quality and productivity of the team• Drive process improvements to enhance the operational efficiency of the team• Development, analysis and improvement of new strategies and procedures. The TL will have the ability to develop, plan, and implement short- and long-term goals• Independently build relationship with Cross functional teams to enable skill/ team performance and improve customer experience.• Leading and developing team members; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill• Identifying and eliminating barriers to accuracy, productivity, and quality• Carrying out supervisory responsibilities in accordance with organization’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution• Work towards career progression of team members Show less

Bengaluru Area, India

• Managing a team of 30 Team Members for one of the projects in Accenture Human Resource Services.• Team providing HR Services to Onshore Employees all over the globe via Contact Centre (Inbound / Outbound Calls & Emails).• Regular Interaction with onshore Business Partners for weekly and monthly reviews.• Part of the Pilot Batch for one of the AHRS projects. • Strong focus on internal SLAs (Service Level & Aging) • Conduct weekly Coaching & Feedback sessions for executives.… Show more • Managing a team of 30 Team Members for one of the projects in Accenture Human Resource Services.• Team providing HR Services to Onshore Employees all over the globe via Contact Centre (Inbound / Outbound Calls & Emails).• Regular Interaction with onshore Business Partners for weekly and monthly reviews.• Part of the Pilot Batch for one of the AHRS projects. • Strong focus on internal SLAs (Service Level & Aging) • Conduct weekly Coaching & Feedback sessions for executives. • Provide development opportunities, coaching, and resources. • Responsible for compliance for all processes and policies. • Lead and maintain employee satisfaction and morale by using reward / recognition tools available. • Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance. • Collaborate with console in forecasting, scheduling and leave planning.• Ensure service and cases worked upon within the TAT.• Assess Performance - Conduct performance reviews.• Ensure employees have the critical training to perform jobs.• Barging Calls and providing feedback to the Team Members. Show less

Gurgaon, India

• Manage a team of 18 associates and effectively drive and manage performance to achieve the desired business goals• Acquiring a broad understanding of the processes assigned, being able to monitor queues and allocate work• Handling escalations and resolving process related queries• Preparing, analyzing and interpreting relevant MI• Ensuring compliance with the audit requirements by performing audit checks as required by process, in line with business process… Show more • Manage a team of 18 associates and effectively drive and manage performance to achieve the desired business goals• Acquiring a broad understanding of the processes assigned, being able to monitor queues and allocate work• Handling escalations and resolving process related queries• Preparing, analyzing and interpreting relevant MI• Ensuring compliance with the audit requirements by performing audit checks as required by process, in line with business process requirements• Leading a cohesive team, working in a supportive team environment driven by people-centric values• Driving Staff Development through Soft Skills Training, Personal Development Plans and Performance Management Reviews.• Proactively identifying problem situations and resolving the same in a structured manner to ensure maximum customer satisfaction.• Monitoring Operational Risks and implementing Risk mitigation plans. Show less

Gurgaon, India

Diploma In Information Systems Management

Education record