Set team and individual goalsMonitor employee deliverables and satisfactionCollaborating with leadership to build an environment of collective responsibility and accountability.Managing money handling, accounting, and bank processes.Driving employees and leading performance reviews, to ensure an engaged and skilled workforce.Ensuring adherence to key performance objectives to meet business and customer expectations.Managing hiring, Onboarding and offboarding of employeesManage relationships/agreements with external partners/vendorsImplement policies and procedures that will improve day-to-day operationsManage relationships/agreements with external partners/vendorsImprove customer service and satisfaction through policy and procedural changesLead coordination and integration of efforts among operations, development, implementation, and customer service divisions to produce smoother workflow and more cost-effective business processesEnsure work environments are adequate and safe

Responsible to plan and oversee the transfer of relevant information for solution support, acceptance, and operation. Develop transition plans on application or infrastructure support modelsServe as the liaison between project managers and business owners.Documenting the resource management requests from teamsInteracting with Recruitment team and following up on the hiring requirementsCreate role descriptions and route it to the recruitment teamMaintaining Staffing ReportsProvide daily, monthly and ad-hoc reports to the LeadershipPartner with various business units, quality and training to schedule the necessary training, team meetings while balancing staffing levels against calls forecasted to ensure service level goals are met.

Primary responsibility as the ITIL coordinator for the customer of Wipro and also played as a Resource Coordinator for brief timeHandling customer’s incident reporting, reporting the volume of calls received and tickets logged against.Trending of calls received Ex: Password reset calls, P1/P2 calls, VIP calls, etc.,Open and/or escalated tickets report on a daily basis.Weekly / Monthly status reportOperational Parameter reportPeople Utilization reportHandling Training and its reports across Energy & Utilities vertical.Having good professional experience in Staffing/ MIS/ Resourcing with good Aptitude and Interpersonal skills.Experienced in managing the big amounts of data with speed and accuracy. Ability to work under pressureHandling conflicts and Issue resolution

Handling Level-1 calls for the issue resolution.First call resolution and incident ticket creation.Handling complaints & Escalations.Reporting on the calls handled by the team, closure rate, escalation rate, sales rate and other metricsProjects HandledCitigroup, ChennaiProject in Charges reversal for credit card customers. Where if there are any charges billed to cm from customers side analyzing if this charge could be avoided or reversed if cm calls and also a feedback for the same and providing alternatives to the cm to avoid billing of charges to cm and also providing profit to the bankProviding training to the CITIPHONE officers regarding charges billing and reversal of charges, Why it is billed when to be reversed and what the alternatives can be provided.Project in statement not received for credit card customers where interacting with the courier and with the customers to provide a better solution and to avoid repeat calls to the bank