 Maintaining all daily, weekly and monthly SLAs and turnaround time (TAT). Making sure that the Process is achieving the assigned target while meeting quality standards Maintaining team’s adherence to project guidelines by conducting audits  Close assistance to users who are on PIP or have been issued first performance warning letters. Identifying & escalating work process bottlenecks to Site Lead, with a proposed solution. Creating backup batch to ensure smooth workflow in case of hike or a new task arrival. Monitoring efficient allocation of assignment. Review errors and share feedback with each team member either one on one or collectively Implement any new updates and identify its impact on the day to day processing and SLA.Documentation and Reporting Sharing daily, weekly and monthly progress of the business to the Site Lead Highlighting situations not addressed in project documentations.People Management Conduct or organize training for bottom performers. Develop a strong sense of ownership and team spirit among team members.  Report strong deviation from organization’s discipline and performance metrics in time.

Maintaining clear and effective communication with team and Project Manager. All important tasks, processes & decisions related to change in the existing process.Understanding and sharing all important updates with the team. Preparing agenda and attending all client teleconferences and trainings.Maintaining all daily, weekly and monthly SLAs and turnaround time (TAT).Achieving the assigned target while meeting quality standards to set an example for the team.Maintaining team’s adherence to project guidelines by conducting audits Audit the auditors to confirm compliance.Close assistance to users who are on PIP or have been issued first performance warning letters.Providing assistance to the team in form of resolving queries raised while executing any task Identifying & escalating work process bottlenecks to Project Manager, with a proposed solution.Creating backup batch to ensure smooth workflow in case of hike or a new task arrival.Responsible for successful conversion of Pilot projects while contributing in data processing and auditing until the pilot is considered as BAU (Business as Usual)Responsible for setting daily goals for the following,I. Hours spent processing and/or QAII. Daily ongoing task lists and deliverablesIII. Daily Admin task to be performed (Attendance, admin reporting, interview/refresher processes)Tracking and testing Efficient allocation of assignment.Review errors and share feedback with each team member either one on one or collectivelyImplement any new updates and identify its impact on the day to day processing and SLA.

 Handle Meetings team and work in co-ordination with our US counterparts. Training and leading Meetings India Team for all our tasks. Plan meetings & events for the Sales team;  Analyzing event patterns to meet the organizational requirements and goals. Responsible for all aspects of event management, including site selection/contract negotiation, sending RFPs, sourcing venues and vendors, proposal planning, audio visuals arrangements. Transportation arrangements, hotel attrition/cancellation negotiations, production of meeting materials and shipping them. Registration/database management Delegating and distributing work processes among the team members (currently handling a team of 5 members) as per the skill sets and previous performance.  Create Marketing campaigns, designing invitation emails, and sending emails to specific target groups. Liaise with printing partners to make sure our collaterals have been printed and shipped as required. Making sure all events adhere to the specified budget and strict quality guidelines. Coordinating with Sales rep to target the right audience. Along with pulling and creating reports for our Sales reps. Coordinating with Sales rep on making the best use of the signed contracts with venues. Working in co-ordination with US counterparts to meet all requirements. Creating & drafting annual reports & presentations for Senior Management.

Expertise: Inbound - Customer ServiceLocation: PuneRole and Responsibilities in MDteleXchange: "Asst. Manager - Operations"Handle a team of 45-50 Agents reporting to 3-4 Team Leaders.Making sure all teams meet the desired SLAs and Client metricsSetting and monitoring Quality standards.Setting procedures and policies as part of process improvement exercise.Streamlining all process and procedures alongwith working on root cause analysis wherever required.Completing appraisal cycle for the Team LeadersTo collate all monthly, quarterly, annual reports and statistics Conducting WRM (Weekly Review Meetings) with supervisors to monitor performance. Monitor performance of the agents on a regular basis.Creating Weekly and monthly roster for the team.Analyzing and assessing the statistics for the Process.Audits and Compliance checks on a regular basis.Taking care of professional development of Floor supervisors, SMEs and Agents.Planning and implementing various contests as part of Rewards and Recognition.Liaising with the US/UK Clients for call calibration, business development and strategy discussionsWorking on resourcing and capacity planning preodicallyAdditional Responsibilities:- Deputizing Director of Operations in his absence. Maintaining and reporting Salary Statement for all the employees including support staff.Interviewing and hiring candidates for the next batch/intake.Completing all joining formalities for the new hires.Liaising with the Vendors for the center.

Duration: 2.5 yearsExpertise: Inbound - Customer Service Inbound / Outbound - Fraud Detection Location: VishakapatnamAchievements in HSBC: "Process Specialists / Trainer / SME" Successfully Completed transition of UK based First Direct - Falcon (Fraud Detection) process.Was part of pilot batch for US process Retail Services - Customer Service TransitionWon many contest and activitiesGot number of appreciations from the Management, Business Area and End Customers.Responsibilities in HSBC:-Liaising with Business Area as and when required for smooth functioning of the process.Calibrating Calls with business area in order to ensure smooth functioning of the processTraining the new hires in the Process and helping them come up the learning curve.Calibrating calls for the new hires on the floor as well as for the entire department and coaching them on Quality. Deputizing the Assistant Manager by handling the department in his absence making sure all required metrics are met.Preparing rota, Resource Planning, Shift Planning, Rostering and Scheduling for the Department.Collating Data, Analyzing and forecasting Numbers and preparing reports Assigning Queues for Inbound and outbound calls and also taking care of pending queues.Responsible for Process Improvement.Responsible for Agents professional growth.Being a Single Point of Contact for the team.Keeping the department updated with new procedure changes and updates.Making sure all SLAs and Business Metrics are met

Expertise: Outbound - PLCC Collections Location: Gurgaon