Company:- Teoco Software Pvt. Ltd.Domain:- US UtilityDepartment:- Cost Management OperationDesignation:- Manager, Utility ProcessDuration:- September, 2008 - Till Date.Responsibility:-• Planning day and ensuring that teams consistently deliver on speed and accuracy within the agreed SLA frameworks• Optimizing workflows (pipeline and individual work queues) by utilizing resource appropriately• Ensuring smooth functioning for meeting pre-set deadlines, procedures and service standards by monitoring breached and complaints• Preparing Productivity Compliance Report, Work Allocation Compliance Report, QC Report and monthly & weekly Operation Report• Coordinating with internal support functions to resolve their issues for the team achievement and maintaining competence, definingcompany’s Training and Competence (T&C) Scheme• Working in coordination with L&D team to conduct needs analyses and facilitate/impart skills trainings for the team• Supporting operations team in creating action plan for performance improvements• Monitoring and managing leaves, attendance, breaks, attrition and so on for the team• Participating in the recruitment process of new executives• Conducting periodic performance appraisals and feedback sessions for Team Members and Subject Matter Experts• Performing onsite calls with Client Operation Managers and senior leadership• Setting up targets, ensuring adherence to SOP & SLA, and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) for the process• Devising strategies for existing processes and workflows to develop newer and advanced workflows to attain business goals; creating and implementing annual Quality & Process Excellence Plans • Meeting SLA metrics for all severities; working on severity issues by analyzing on improvement areas & closely monitoring critical operational parameter by regular feedback & discussion sessions• Acting as an escalation gate; following customer-centric approach to address or resolve the customer issues/escalations, which resulted in achieving the customer satisfaction