Aarti Jain

Industries catered to – Health, Telecom, Financial services, Ecommerce, Travel etc.

Responsibilities :

• Security Risk Assessment process outlines vulnerabilities and/or risks identified during assessment of processes, and provides recommendations to remediate vulnerabilities and/or lessen risks
• Worked closely with organizational leadership in governance and issue management, helping derive desired Risk and Control driven outcomes and actions and supported in control assessments.
• Play key role in enhancing Risk Culture, planning and execution of all training needs across Business Units to ensure all employees are updated on key risk policies and are educated of good risk management practices

Responsibilities:

• KSAT 2022 – 10/10 and KSAT 2021 – 9/10
• Total accountability and responsibility of process and streamlining operations in co-ordinations with other support department heads
• Multiple AI Tools implemented basis –

1. RTA BOT - It helped in improving schedule adherence and reduction of leakages

2. Gamification. TP Simulator, Floor walker etc. These tools are helping to improve new hire performance

• Drive initiatives in management team and organizationally that contribute to long-term operational excellence
• Process improvement – reviews and evaluates existing processes and works with his/her team to create and implement improvements using Six-Sigma, DMAIC, LEAN etc. methodologies
• Establish operations objectives and work plans, delegate assignments when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Increase effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
• Communicate with client on regular basis on Service Level Agreement/Achievements, Billing and day to day issues/developments
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for company
• Out of seven months, top spot awarded to TP for six months for performance rating by client
• Business Continuity Support : Covid 19 Lockdown Actively lead and supported activities as part of Business Continuity Process during COVID19 Lockdown through
• Extensive collaboration, planning and coordination with various teams, IT and business leads to provide immediate work from home support to employees to ensure uninterrupted work across all business units.
• Lead employee wellbeing activities to ensure mental wellness of employees during unprecedented situation i.e. Yoga, Zumba, art and entertainment activities for employees and their immediate families, sessions with psychologists and doctors.
• Conducted townhall's and surveys to know health and emotional quotient of employees

Portfolio : Enterprise Business - Service Desk Feb 2022 – till date

Location Catered: All Geo's

Span: 25 FTE

Portfolio: Telecommunication Jul 2022 – Jan 2023

Location Catered: US

Span: 10 FTE

Responsibilities:

• · KSAT 10/10
• · Connecting with different teams for closure of LOI
• · Transitioning and closure of new Business and defining CTP's and CTQ

Portfolio: Telecommunication ( Aug 2019 – Apr 2020)

Location Catered: UK

Span: 150+ FTE

Responsibilities:

• Setting up of a new LOB- Chat with Nine AM's and a DM
• Defining CTPs to ensure smooth functioning on CTQ
• Partnering with various functions for smooth transitioning of the process

Portfolio: E- Commerce (Nov 2014 – Jul 2019)

Location Catered: India

Span: 300+ FTE

Responsibilities:

• Handing Voice, Customer Service LOB with twelve AM's/ DM's for maximum output
• Leadership sores of 4.6
• Ensured maximum capacity utilization by cross skilling across India LOB's (Chat, Email and Voice)
• Managing capacity planning and forecasting along with the work force management team
• Works closely with the clients in order to ensure smooth performance of the process and to deliver the agreed SLA's by aligning the operational strategies with the targets assigned
• Worked closely with support function;

1. TTBU team for driving internal referrals for the account

2. A committee member of sexual harassment team at workplace

3. Drives L& D training

4. Drives CSR

5. NOW ‘Network of Women' member

• Provide effective customer service such as handling complicated customer queries, issues, complaints, and questions
• Set the effective goals aiming for better quality, escalating processes, high speed and efficiency
• Motivated and inspired the staff with various rewards and recognition schemes at the time of high-volume flow

• Handled LOB's –Sales and Retention

Responsibilities handled:

• Spearheading performance metrics after transitioning it from Ohio - US
• Handled three LOB's – Customer Service, Email and Escalation desk
• Leadership score @ 4.2. Best supervisor score across all locations for business
• Based in Manila for 5 months to supervise migration, training delivery (TTT & DT), best practice sharing and successful Establishing, formulating, defining, and developing planned strategies to achieve operational growth, in order to Dual Running of ‘Customer Services' operations
• Maximize profitability and customer satisfaction
• Monitor/measure performance through SLA metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved

Projects

• Project completed on Retention. Improvement shown from 10 % to 4.20%
• Lean project completed on reduction on AHT reduction – QNS registered for 9,976$

Product: Life Insurance

Designation: Quality Assurance Leader, (Nov '04 to Aug ‘06)

Team Leader, Operations (Aug '06 to Dec ‘06)

Span: Quality - 47 FTEs, Operations – 18 FTE

Quality & Training

• Handled three sub processes right from data entry to approvals or rejections
• Training new batches as well as conducting feedback and monitoring program for old agents
• Prepared FMEA for process and process maps for process
• Compliance SPOC for BS7799 and ISO involving preparation of BIA, FRP, DP

Projects:

• Completed Yellow Belt on Accuracy, improved it from 89% to 95%

Operations

• Handled 20-member team for processing as application
• Handling 5-member voice team for call backs
• Best leadership scores across all processes @ 4.5
• Remote transitioned three sub products

Ensuring all state regulations as well as customer information is correct and dully signed before approving or declining an application post underwriting.

Sep '02 to Oct '04: GECIS , Process Developer- LTC Insurance Post Decision Services

Sep '00 to Aug '02: GECIS , Process Expert- LTC Insurance Post Decision Services

May '00 to Sep ‘00: GECIS , Process Associate - Mortgage Services process

Jan ‘00 to Apr ‘00: GECIS , Process Associate- Card Services, Collections

Responsibilities:

• Was part of transition team for ‘Post decision' process
• Preparation of SOP, Remote Transitioning new queues, Process Maps and FMEA