Shireen Hussain

• Business Finance and Planning & Forecasting Analysis
• Budgetary Control & Strategy Planning
• FTE & Project Billing Invoicing. Resource Pricing
• Receivables Management
• Preparation of Management / KPI Dashboards for Higher Management
• Business Case Analysis for partners
• Prepare & Manage Process P&L
• Preparation of FTE Headcount
• Team Management (One to One, Appraisal, Leave Management)

• Preparing and analyzing Budget and forecast for Finance Operations.
• Preparation of Transformation Deck, COE & Steering Pack.
• FTE & Project Billing.
• Provide services to the higher management by publishing relevant reports/dashboards to showcase the monthly accuracy, headcount, promotions, HR details etc.
• Preparation of Headcount.
• Tracking KPIs and publishing to Management.

• Preparation of FTE Breakup & BCP seat consolidation, Seat utilization, Night Shift Calculations & reporting with trending analysis and graphical representation.
• Reconciliation of Billing for Asset Management & Finance & Accounting area
• Contractual documents custody & tracking (SLA, SOW, MSA, DPA, TOR)
• Preparation of Legal Deck & Business Dashboard
• Health Check & KPI Validation
• Reviewing SLA/SOW's & MSA

Quality Control Analyst

• Assess the cases processed by the Credit control, Instalments & Agency teams and weekly quality control scores are published to the clients and Ops teams.
• Manages the team’s performance and ensures KPI targets are met for the team.
• Ensures the team has reported out the weekly QC scores within timelines and accuracy.
• Disputes handling from both Client & Operation teams.
• Closely monitor the new joiners’ QC performance to help them to come up the learning curve.
• Prepares monthly and weekly dashboard.
• Ensures various QC reports are delivered within timelines on a monthly basis.

• Daily reconciling brokers account by system
• Daily reconciling policy holders insurance with their banks.
• Proactive management of brokers accounts to ensure they operate within their credit terms.
• Maintaining Direct Debit file and sending letters for payments
• Handling customers/brokers calls - query regarding the letters issued
• Appropriate actions to be taken on unallocated payments
• Achieve Quality and Performance target as per SLA
• To come up with process improvement ideas and work towards implementation.

• Handling inbound calls for US Process and providing superior customer service.
• Resolving daily issues of the customer.
• Keeping follow up on activities.