Siddharth Singh Email & Phone Number

Gurgaon, India

GLOBAL OPTIMIZATION AND CALL MANAGEMENTEstablished the WFM department in India, Philippines, HK and Malaysia. Scaling operations from 6 FTE to current ~200 FTE, Refined the organizational design and established the hub and spoke support model. Established operational command centers in Gurgaon, Malaysia and Manila. Conceptualized and created the Center of Excellence for ID and Performance Management, Access and Payout Governance across American Expresses ServicingOPERATIONS EXCELLENCE Managed the team construct for Credit, Fraud and Acquisition across various markets to enable optimized servicing Conceptualized, designed and executed several metrics, executive dashboards and surgical analytics to enable operational governance Operational effectiveness, assessing best practices and providing strategic information to optimize operational efficiencies and configuration STRATEGY AND TRANSFORMATIONEnhanced the operational efficiencies by identifying and leveraging Robotic Desktop Automation Capabilities across Fraud and WFM organization Refined the Dialling and VR strategy for Credit, Fraud and Acquisition across markets, targeting better contacts and optimized call flowIndia Credit Transformation, spearheaded the entire transformation of Credit Servicing right from Operational processes, governance, WFM, automation and metrics enhancement TEAM BUILDING / STAKEHOLDER MANAGEMENT Leading ~200 Business Analysts, with varied expertise like WFM, Analytics, VR, Dialler, ID Access ManagementSelected, trained and led several development initiatives for inclusive success of employees Consultant and enabler to Senior VPs and HODs across Global Servicing Network, working as the Strategy and Support relationship lead for the Site Leader

Gurgaon, India

Gurgaon, India

Responsible for the real time management, MIS, capacity planning, F&S for 36 clients across India, Asia Pacific and North America- Handling the India and Philippines WFM team - Successfully handling the Tier 1 metrics, Service Level, ASA, Abandon %, Occupancy etc, ensuring overall profitability of the processes- Managed a team of 300 Analysts with 5 Managers- Responsible for implementing and maintaining consistent processes and levels of support across the centres as well as sharing in the performance objectives of programs housed within the centres.- Accountable for all labour utilization and program set-up for inbound and outbound departments- Managing the developmental training for employees regarding inbound and outbound businesses- Instrumental in product development and deployment of future and current technical opportunities for call management- Acquire, train and develop personnel to staff the centres in order to maintain adequate skill levels - Established and maintain processes that effectively integrate the requirements of the Client Development, Asset Management, IT and HR Functions - Leading performance reviews and improvement action planningWorking with Client Services to develop action plans and resources to meet specific client needs.- Responsible for measuring and trending individual program performance and leads the development of improvement plans as related to the program- Responsible for identification and prioritization of areas that can have a major impact on the business.- Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements.

Hyderabad Area, India

- Responsible for the entire Customer Service and Transaction Service (Financial and Gaming Queries) Risk Management and Credit, Verification (Soft/Hard), Recovery for all gaming verticals. Managing core and specialized team of 365 members. Interact, coach and mentor all Assistant Managers, Team Leads to ensure process & guidelines adherence, quality requirements, Service Level Agreements for timely resolution of customer issues. Strategic Operations Planning quarter on quarter for each year with specific focus on deliverable, process-improvements, possible internal / external projects. Respond appropriately to IGC queries, within the relevant time-frames, to complaints that customers would have taken up to these councils and resolve these issues within the specific time frames. Oversee the business forecasting capacity planning, on a quarterly basis i.e. current work-load analysis, planned work-load based on process improvement/automation targets, forecast manpower requirements etc. Complete ownership of the staffing and hiring processes for the Customer Services Teams. Conduct weekly Operations Review Meetings with all Assistant Managers, Team Leaders and Asst Team Leaders and in turn provide monthly and quarterly status reports to the Senior Management Team. As a communication catalyst, disseminate information, provide periodic up-dates and deliver various organizational communications to the entire team. On a semi-annual basis, review completed Appraisals and feedback of all team members along with the Assistant Manager and Team Leaders. Finalizing the compensation revision based on performance and being responsible for the finalization and distribution of revision letters to the entire Team. Build the team’s capability to address current business requirements as well as the future requirements of the Organization, ensuring sound mapping of individual skill levels, abilities & aspirations against identified needs

New Delhi Area, India

- Handled team of 200 members for HP Pavilion voice process- Strategic and day-to-day operations for the largest customer of vCustomer (HP)- Participation in key client quarterly and weekly reviews.- Manage attrition and improve Employee Retention - Achieve key operational metrics for the process- Assess, plan and drive performance matrices for process performance- Implement Performance Bonus System - Identify competency requirements, design and communicate Performance Management System

Mumbai Area, India

- Member of the start-up team January 2002 in Mumbai.- Developed and managed major Call Centres as clients like, SITEL, e-Serve, Transworks, Intelenet Global, e-funds, epicentre, ICICI One Source, WNS, EDS etc.- Worked closely with Call Centres to identify & provide solutions for- Manpower Needs- Training Needs - Assessment & quality needs. Quality Assurance Needs (COPC & ISO 9000) Overall responsibility included:- Business Development and Client Management- Operations, logistics and Training- Designing, Tailoring & Developing training as per clients’ needs.- Resource Planning - Trainer Allocation and Time Sheets- Daily monitoring of Training & coordination (internal & external)- Training Quality Assurance & Audits- Customer Feedback- Training quality management including Content, Delivery, Feedbacks and Assessments.External Reports, like Daily Trainee Progress Log sheet, Agent Competency Reports etcInternal Reports, like Process Deviation Report, Daily/Weekly/ Monthly Business Performance Report, Resource and Revenue Forecasting, Material and Inventory usage and status etc

Mumbai Area, India

- Handled 25 Dealers and 200 sub-dealers for Mumbai and surrounding area- Achieving defined profitability and sales- Ensuring Growth and policy implementation- Production Mix Planning and Monitoring- Achieving the product mix sales to ensure yield- Managing architect and contractor relationship for product approval- Competition analysis and project negotiations- Handling dealer account and collections

Mumbai Area, India

- Space selling to corporate accounts in Yellow Pages for 9 cities- Handling corporate clients and selling advertisement space for Magazines like Better Photography, Search etc- Handling press and outdoor advertising for the organization- Handling logistics and distribution of yellow pages for 4 cities- Handled reputed clients like SBI, Mahindra, UBI, Allahabad Bank, Honda Siel, Daewoo, Sony etc.

Master Of Business Administration - Mba, Marketing And Finance

Bachelor Of Commerce - Bcom, Business/Commerce, General

Higher Secondary, Science