Objective :
Seeking Leadership assignments in Operations’ Management / Client servicing with a growth oriented organization.
Professional Profile :
A dynamic professional with over 7 years of experience in Client Servicing, Operations’ Management & Team Management in the Service Industry.
Presently working with Barclays Bank as Asst. Manager on a rolls of Serco Pvt. Ltd. handling Operation retention department and correspondence department
Demonstrated abilities in cementing healthy relationship with the clients and rendering viable solutions to them for achieving maximum Customer Satisfaction Index
Excellent communication & interpersonal skills with documented record of delivering quality services based on the defined norms.
Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals
Graduate in Business Management
Proven abilities in customer relationship management & Team Management
Core Competencies :
Operations’ Management
Setting up targets/ goals for the process
Coordinating integration with support functions viz. Quality, Training, Technology, HR, and Compliance.
Through Time studies & Capacity Planning and Accuracy BaseLining. Providing Cross Training to Process Team members to handle High Volume Situations
Ensuring closure : ProductivityCapacity Based Turn Around Time (TAT)
Team Management :
1. Managing Team functions viz. work force planning, recruitment, performance appraisal etc.
2. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
3. Conducting training sessions to boost the technical and soft skills of the Team members and associates
4. Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.
Client Servicing
1. Ensuring delivery of value added services to clients by listening to customer queries & issues & resolving their complaints on performance bottlenecks.
2. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on the same
3. Rendering viable solutions to the clients; providing first & second line customer support by answering queries & resolving their issues
4. Ensuring efficient customer service for good surveys accounting for individual performance and incentives
Organizational Experience :
BARCLAYS BANK PLC : Pay Roll of Serco Pvt. Ltd. Gurgaon.
Department : Retail Assets Operations
Date : February 2011 to till date.
Position : Asst. Manager
Responsibilities in Operation Service Support
Handling complaints from Regulatory bodies i.e. Legal Notices, from walkin customers from disbursal unit, loan service unit, and customer service units
Analyzing the Credit Disputes & resolving financial disputes on Personnel loans, auto loans and home loan
Retaining the high valued customers and client resolving the queries
Managing a team, that deals in the processes namely Operation and quality audit.
Obtaining and evaluating the customer / service establishment’s responses for providing resolution to the dispute based on research, company policies, and federal laws.
Analysis of (customer feedback metrics) results and rendering individual & team wise feedback through case study, interactive capsules and sampling of cases and maintaining a database of defects for the entire directorate.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.
Responsibilities in Asset Operation Retention
Snap shot of Profile :
Managing Pan India retention site, handling the team of 18 officers’. Team is in retaining the high valued customers and client.
Key Assignments :
Played a key role in initiating the process of retaining Business & Home Loan high valued customers.
Designed the format of the audit report to be circulated to all stake holders.
Designed the process note for conducting audits of client’s complaints resolved pan India, this involved checks like TAT and Quality monitoring.
Responsibilities in Customer Correspondence Unit – Assets.
Handling Customer Service and Quality complaints Unit Pan India
Managing Customer letters & complaints pan India, which includes assessing and categorization of customer issues, scanning of the letters on the system, coordinating with branches and other departments and final reply to customers.
Proof reading of all the final drafts before reply is dispatched to customers.
Maintain a customer letter MIS on weekly ,monthly , quarterly and yearly basis which reveals a complete analysis of customer complaints , namely issues highlighted , mails sent to branches and other departments , TAT of customer letter replies etc.
Coordinating with different branches to send out a final response.
Handling all non collection legal notices pan India, which includes analyzing the legal letter sent, collecting the required information on the same from branches and other departments before drafting a reply.
Coordinating with different branches and lawyers to send out a final response.
Maintain MIS of legal notices
Objectively analyze issues and get on to the discussion table with customers to resolve outstanding items.
Auditing the daily customer walking reports and queries.
Key Assignments/ Initiatives :
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on the same
Instrumental in setting up the complete process for customer correspondence for Barclays bank.
Distinction of functioning as a back up to the Manager for handling administration and logistics relate functions.
Responding to customer correspondences and getting case processed at different departments for resolutions for customer
Organizational Experience :
Sparsh Intelenet : Pay Roll of Sparsh Intelenet Services Gurgaon.
Department : Retail Assets Operations
Date : Feb 2008 to January 2011
Position : Trainer
Snap shot of Profile :
RBI certified Process trainer Below mentioned bank
1.
Royal Bank of Scotland
2. Punjab National Bank
3. Barclays bank
4. Citi Bank
5. Citi financial
Coaching the associates, managing a team of Trainers and monitoring their performance to ensure efficiency in process operations. Developing the content through Research and Analysis, to meet process requirements. Attending customer issues / concerns & resolving them after considering the complexity involved.
Job profile :
Conducting group and organizationbased training needs analysis and assessments.
Developing and delivering coaching / group training and instructional programs related to technical, operational, management skills and attitude.
Managing the development of training curriculum; formulating and reviewing training outlines as per appropriate instructional methodologies and formats determined in analysis phase.
Arranging trainings for existing / new recruits for improving their performance levels; updating them about latest developments & modifications and inspiring individuals to strive for excellence.
Organizing and conducting induction training sessions for all new employees
Conducting Customer service training (Soft skills ) Inbound process,
Conducting Collection Skills training
Conducting Process training
Conducting CRM Training (Process Requirement )
Conducting COC (Code of Conduct )
Creating ITP & Training Modules for New Processes
Conducting refresher & floor test on monthly basis on Pre & Post analysis
Monitoring team performance and productivity & providing them feedback.
Conducting Stress buster activities on floor to keep floor live
Analyzing MIS and Day End reports.
Supervising on floor (when not in training to keep oneself updated)
Preparing monthly Dashboards...
Prepare SOP’s for Process
Designing instructional workbook materials used in training including handson experiences, worksheets, review games, course objectives, and course agendas
Major Achievements :
Cultivated 4 pilot processes of the company from scratch to a fully functional project.
Awarded as Best trainer for 2009 & 2010 of sparsh.
Convergys Services Pvt Ltd,
Department : Orange
Date : May 2005 – January 2008
Position : Executive to FSO (joins as an executive and promoted as an FSO)
Responsibilities & Achievements :
1. Evaluating the calls made to the bank customers.
2. giving the feedback to the agents
3. Supervising the inbound team
4. Received various Awards & Laurels for exceptional performance, viz. :
5. CSAT Award for being customer focus in the resolution of a query
6. “Best Performer Award” in process and pre process training.
Academic Credentials :
2000 10th from St. Michael high school, CBSE board
2002 12th from St. Michael high school, CBSE board
2005 Graduate in Bachelor of Business Management from Bharthiar University, Coimbatore
2004 Project Planning management
Academic Projects :
Title : Maxon
Scope : The project involved conducting a study of the market feasibility of Maxon product in
Different segments in Tamil Nadu region.
Date :
Place :