Rahul Mehra Email & Phone Number

Pune Area, India

Sr. Director & Head of Transitions – Travel, Shipping & Logistics, Utilities, Retail, CPG, Manufacturing Verticals, Philippines, South Africa & Europe

Gurgaon, India

Global transitions Leader for IMS Vertical at Genpact. Responsible for migration of processes like Order to Cash, Accounts Payable, Purchasing, General Accounting and Tax from different locations in US to India.Consult, strategize and implement the offshoring strategies with business’s project Offices across multiple towers – Order to Cash, Procure to Pay, Record to Report and Tax from the sales to execution stage.Lead decisions through the projects’ life cycle to ensure completion within budgets and timelines.Conduct Strategic Consulting, Assessments and feasibility studies to identify offshore opportunities including prioritization, phasing of opportunities and change management planning.Standardize, customize and improve the transition methodology, tools and techniques to create best-in-class toolkit, achieve significant cost reduction and resource optimization.Manage relationships with the customer across multiple levels – Shared Service governance council, Tower Project Management Offices and Business Leaders from the respective towers. Succession planning and developing project managers to take on larger roles and responsibilities – provide more strategic initiatives/exposure.

Gurgaon, India

Service Delivery Leader for the Retail Banking line of business in India – in charge of 4 different businesses engaged in mortgage loan servicing and web-based customer service.Handling ~300 - FTEs, including 25 FLMs, 2 Operation Leaders, Process Trainers and Six Sigma Black Belts.Responsible for hiring, training, growth and evaluation of FLMs, ensuring regular coaching and performance feedback to associates is given by FLMs to help their performance.Ensure that the process delivers to the Customer and to the business goals by ensuring implementation of Six Sigma tools for managing SLA performance.Oversee all project management activities for new transitions in the LOB viz. project reviews, progress tracking, status reporting, communication, issue resolution, change control, etc.Responsible for LOB business metrics like financials, growth, productivity, attrition and improvement initiatives.Supported the initial set-up and resource hiring for Philippines customer service voice operations.

Gurgaon, India

Handled operations for a US based client responsible for servicing loans for commercial properties.In charge of a 5 different businesses engaged in Insurance for commercial properties, Taxes, Funding, Lease Abstraction and Administration. Handled 75 - FTEs, consisting of 5 FLMs and a Sr. Manager.Led significant improvements in SLAs with the help of the team resulting in strong positive VOC from the customer.Continued focus on business metrics such as Seat Utilization, Attrition, P&L, Growth and Productivity. Delivered improvement on all metrics. Led the BCP effort at the COE level and ensured the COE met the BCP readiness levels

Gurgaon, India

Handled a UK based client, which is responsible for Insurance, Billing and Data Processing which are leased out to corporate and Individuals.Ensured 15% productivity gains through process improvements or FTE release.Ensured timely and correct pricing/re-pricing for the process.Driven shift utilization to 1.9. Ensured 4.5 sigma on CTQ delivery.Attrition management through rigorous feedback mechanism. Ensured good scores in the Voice of Customer Survey.Drive E-trainings across the team members for their development.

Gurgaon, India

Migrated complex US based technical contact center process. Performance assessment and feedback to the agents.Collected call monitoring data, analysis and tabulation.Prepared dashboards based on Call Management System reports.Handled communication with the client on real time basis.

Monitor daily call center reports to ensure that individual and team goals are met.Handling all escalations related to Complaints & Queries regarding the Services as well as other Call Center activities.Assist in handling complex inquiries and escalations. Research and resolve problems.Organize call monitoring.Develop and coach to individual performance plans, phone quality and operational effectiveness.Reinforce departmental initiatives through on-going communication.Organizing & training on the basics of Services and Troubleshooting.Planning shift schedule/roster.Additional responsibility of technical supervision of high end audiotext equipment viz. Exchange, Interactive voice and fax response system to assume 24-hour effective functioning of services.

Responsible for implementing corporate inbound and outbound response handling tie-ups.Overlooking day to day bureau operations comprising mainly of inbound and outbound telephonic customer handling.Supervision of entire team of tele-operations executives.Maintenance of on-line reports.Co-ordination between departments to provide customer service quickly and effectively.Inbound activity with motivational aspects of bureau management viz. Incentive plans, performance appraisal etc.Devising new statistical details to provide insight into customer handling.

Advanced General Management Program, Agmp

B.Sc., Chemistry