Rajkumar Bhatia Email and Phone Number

Card operations: Data Processing & simplification , Re-engineering , Enhancements, Migrations , Automations and Simplified solutions

Ensure that the AOP /ROP targets are disseminated within the teams. Monitoring and working towards the achievement on an ongoing basis. Best practices to be shared, constraints if any are highlighted, reduced / eliminated by working on alternatives. To smoothen the impact of erratic work flows through capacity planning, leave management and process Utilization ( PMS module)Have a tight control on Operational losses, potential frauds, through strong internal audits and staff feedback mechanisms.Distribution of duties and responsibilities between DR’s in accordance to experience and abilityAnalyzing of issues, so that the same can be resolved or escalated to meet the TAT and avoid losses. Further appropriate actions taken to prevent re-occurrence.Procedural changes and updates to be shared and implemented by the team / floorEnsure that the SLA’s are met so that the appropriate level of customer service is met.Implementation and audit of Group compliance and audit policyDeal with Internal and external attrition and their after effects.Process, Sales, Quality targets are continuously monitored and achieved via EMS module.Ensure that the Groups statutory Audit standards are compliant.LMS, Call coaching, training staff on telephone etiquettes on a regular interval to enhance customer experience.Competition analysis and research is shared to make sure that the organization is the best in part in comparison to the industry.Recognize, reward and set high internal service excellence benchmarks to ensure customer delight

BFSI

Industry Banking and Finance – Credit Cards..Tenure; Handling PAN INDIA sales for credit card inorganic products - Balance transfer, EMI options (purchase & loan against cards), credit card upgrades and cards cross sellProcess productivity and quality targets are monitored and achieved.Periodic analysis of product & procedural changes with intervention of Senior ManagementImplement Sales strategies & make sure that the sales targets are met individually even at the Contact Center level.Daily targets and achievements analyzed and shared with the DR’s , Seniors and with Marketing departments on a regular basisEnsured that the COA benchmark is met and ensured that more staffing is added month on month to meet the capacity planning criteria as well.Make sure that the Sales strategies are complaint as per industry and business standards.Key Highlights/Achievements:-Have been consistently meeting SLA's- 98 %, & exceeding Sales targets month on month basis.Was elected as the Best Asst manager for the year 2009 at the HSBC contact center.Was nominated for a meeting with Business Head in July 09, to review process gaps & achievements & way forward.Reporting to Business Manager directly, to discuss & review daily performances & updates relating to all parameters and succeeded in highlighting & implementation of cost saving & revenue generating techniques for the overall process. Have been appreciated as the most knowledgeable Manager who has learned & try to improve the process within a very short spanHave received multiple compliments for handling complaints & grievances with utmost care & made sure that the same is resolved within timeframes.Successful in expanding the team strength from 23 FTE’s to 52 within a span of 3 months.The team had been on TOP in terms of Revenue, productivity and customer penetration when compared to other direct / indirect channels of the Bank. Experience HSBC Operating and Processing Enterprise -Mumbai

HSBC Operating and Processing Enterprise -MumbaiDesignation-Asst Manager OperationsIndustry -Banking and Finance - Credit Cards - Contact center.

Inbound Customer ServiceIndustry Banking and Finance – Credit Cards.Tenure; Responsibilities:-Managing a team of approx 18 FTE’s , assisting customers for billing , complaints , credit card queriesMaking sure that the customer complaints , requests & queries are properly addressed and disposedAnalyzing the dispositions for the customer call type / queries and implementing techniques to reduce the no. of complaints and enhance customer experienceUnusual queries and requests to be reviewed on a periodic basis to avoid re occurrence of the same.Maintaining service reports (PMS) and working on the outliers to ensure that the overall team performance is consistent and at PAR to the targets assigned thereby.Impart coaching through call listening (Live Barging & recorded) and share the improvements required & seen for the CSE’s.Assigning additional responsibilities to team members which will help them to move next level and also improve the exposure to business and team targets.Key Highlights/Achievements:-Service levels, Sales scores , Quality and compliance have been met at the team level on a regular basisHave been excellent in Sales through Service mantra , due to which I offered to handle the OB sales teamActively participated in team meeting and trainings at various intervals to make sure that the team and self are involved and abreast of the process changes and updates.Discussed & reviewed performances & updates relating to all parameters and succeeded in highlighting & implementation of cost saving & revenue generating techniques for the overall process. Received multiple compliments from Senior management and Customer for handling complaints & grievances with utmost care & made sure that the same is resolved within timeframes

Have started my career as a CSE , was moved to training, Quality and then promoted to a Team leader within a span of 3 years.Constant focus on Excellent customer service skills and over achievement of monthly targetsHave always been featuring in the TOP 5 list of the CSE’s month on month basis.Have been an excellent team player and shared BEST practices with the team and business for overall process improvement.Have received many rewards and recognitions for being the TOP performer, best in class service.

Customer Service- InternationalIndustry Banking and Finance - US Credit cards; Drive Customer Service with Sales which includes grooming agents with Product knowledge, benefits comparative analysis of Services etc..Effectively drive & manage change to achieve business goals. (Example:, Process improvements, Changes in procedures)Implement & monitor plans to meet Business requirements & Staff expectationsLead by example through service excellence & driving Quality initiatives for improved Customer Satisfaction.Drive Staff Development through Soft Skill training, Personal Development plans & Performance Management Reviews.Influence Staff to bring in their best, Motivate & develop team members to meet business objectivesCreate team environment where skills are openly shared to achieve team & business goals.Team members are regularly briefed & made aware of individual / department performance targets and achievements.Progress reviews on performance are undertaken within agreed timescales.Monitoring ‘Service Quality’ of the team to ensure high Customer Service Standards.Drive rigorous and Customer centric Quality Campaigns and initiatives to increase Quality awareness in the team.Recognize, reward and set high internal service excellence benchmarks to ensure customer delightProblem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence

Handling Purchases / Cash and BankingShipping / Insurance, freight, transportation, Warehousing.Maintaining stock required and Inventory reportsClearing and forwarding of goods imported

Handling Sales, stock Inventories, Warehousing, accounts and receivables.Responsible for timely submission of reports relating to Sales & Inventory & targets to parent company and determining ways to exceeding targetsHandling Banking and Correspondence, Claims and InsuranceSalaries , Petty Cash payments, Accounting and other Office routine job