Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Awards
Disclaimer
Timeline
Generic

Abhijeet Sahoo

Team Manager Operation
Pune

Summary

Highly organized Team Leader with 10+ years of experience leading teams and delivering results in Banking and Financial Operations professional , excelling in optimizing processes, enhancing operational efficiency, and ensuring regulatory compliance within the financial industry. Proven track record of managing complex projects, leading high-performance teams, and consistently achieving measurable improvements in cost reduction, risk mitigation, and customer satisfaction.

Overview

12
12
years of professional experience

Work History

Team Leader

Wipro Ltd
8 2021 - Current


  • Process - US mortgage -
  • Roles and Responsibilities:
  • Monitoring and managing day-to-day operations to ensure they meet client expectations and service level agreements (SLAs).
  • Leading and supervising teams of 20 agents including recruitment, training, performance management, and fostering a positive work environment.
  • Tracking key performance indicators (KPIs) such as productivity, quality, and customer satisfaction, and implementing strategies to improve these metrics.
  • Serving as the primary point of contact for clients, understanding their needs, addressing concerns, and ensuring high levels of client satisfaction.
  • Identifying opportunities for process optimization and efficiency gains, and implementing best practices to enhance service delivery.
  • Establishing and maintaining quality assurance programs to ensure adherence to operational standards and regulatory requirements.
  • Identifying and mitigating operational risks that could impact service delivery or client satisfaction.
  • Generating reports and performing data analysis to assess operational performance, identify trends, and make data-driven decisions.
  • Managing budgets, resource allocation, and workforce planning to optimize operational efficiency and cost-effectiveness.
  • Providing ongoing training and development opportunities for staff to enhance skills, knowledge, and performance.
  • Ensuring compliance with industry regulations, data protection laws, and contractual obligations.
  • Ensures that all stakeholders, including employees, customers, transition team are informed of the transition and its impact on their roles and responsibilities.
  • Monitoring daily metrics like average handling time (AHT), service level agreements (SLAs) compliance, customer satisfaction scores (CSAT), and any other KPIs relevant to the specific processes being managed.
  • Monitoring reports which may detail the productivity of agents, such as number of calls handled per hour, tasks completed, or transactions processed. Efficiency metrics might include cost per transaction or revenue generated per agent.
  • Reports often include results from quality assurance (QA) evaluations, highlighting trends in agent performance, common issues identified, and adherence to quality standards.
  • Information on how effectively resources (like staffing levels and technology) are being utilized to meet operational goals.



Team Leader

Flatworld Solutions Private Ltd
12.2020 - 07.2021


  • Process -US Mortgage
  • Roles and Responsibilities:
  • Supervising 22 team members and monitoring day-to-day operations and ensuring tasks are completed on time and according to quality standards.
  • Handling escalated issues and resolving conflicts within the team.
  • Setting clear goals and objectives for the team and individual team members.
  • Monitoring performance against KPIs (Key Performance Indicators) and providing regular feedback.
  • Allocating tasks and responsibilities to team members based on their strengths and workload. Identifying opportunities for process improvement and implementing best practices.
  • Encouraging innovation and efficiency within the team
  • Assisting with resource planning, such as scheduling shifts or managing workload peaks.
  • Acting as a liaison between higher management and the team, relaying information and updates.
  • Ensuring effective communication within the team and across departments to facilitate smooth operations

Team Manager

FINNEX BUSINESS SERVICES PVT LTD
02.2018 - 12.2020
  • This Organisation deals into financial process center across the states in India and are official channel partner with ICICI bank for personal loan, business loan, and Cards
  • Process:- Cross Selling of the products and Lead Generation
  • Roles and Responsibilities: Preparing the reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters
  • Managing teams, Handling the teams of 18 team members, interacting with clients and customer from diverse cultures and efficient at consistently achieving the set parameters.

Team Leader

SLK Global Solutions
05.2015 - 01.2018
  • Process:-US Mortgage Process (Origination & Closing)
  • Roles and Responsibilities:
  • Supervising and leading a team of 18 operations staff, ensuring they understand their roles and responsibilities.
  • Motivating team members, fostering a positive work environment, and promoting teamwork and collaboration.
  • Setting clear goals and objectives for the team and individual team members.
  • Monitoring performance against KPIs (Key Performance Indicators) and providing regular feedback
  • Acting as a liaison between higher management and the team, relaying information and updates.
  • Ensuring effective communication within the team and across departments to facilitate smooth operations.
  • Addressing operational issues and making decisions in a timely manner.
  • Analyzing problems, identifying root causes, and implementing solutions.
  • Ensuring compliance with health and safety regulations and promoting a safe working environment.
  • Identifying opportunities for process improvement and implementing best practices.
  • Encouraging innovation and efficiency within the team

Senior associate

WNS Global Services (P) Ltd
11.2012 - 05.2015
  • Process: US Utility process
  • Optimize which is one of the largest integrated providers of electricity in US Texas which deals with the complete process beginning with the production ,act as a retailer, Finance and its related services
  • Roles and Responsibilities:
  • Worked in team Bill QA stands for Bill Quality Assurance
  • In this bills are generated through an automated process
  • Letters are also generated through an automated process
  • Bills are checked for both accuracy in presentation and billing
  • Billing is reviewed by completing a QA spreadsheet.

Education

BBA Finance -

Ness Wadia College Of Commerce
Pune, India

HSC (Commerce) - undefined

KVAA
Pune, India

SSC - undefined

KVAA
Pune, India

Skills

MS Office (Excel, Powerpoint and Visio)

Management Skills:-

  • Strong project management skills
  • Excellent communication and interpersonal skills
  • Strong analytical and problem-solving skills
  • Ability to build relationships with stakeholders
  • Strong organizational and planning skills
  • Experience in managing change management initiatives
  • PMP training Certification

Personal Information

  • Date of Birth: 08/30/1990
  • Gender: Male
  • Nationality: Indian

Languages

English
Hindi
Odiya
Marathi

Awards

  • Received Emerging Star of the Quarter Award, Wipro
  • Wipro Global Excellence Award for Lean Project, Wipro
  • Completed Lean Project as Project Leader, Wipro

Disclaimer

I hereby declare that the above information is true to the best of my knowledge

Timeline

Team Leader

Flatworld Solutions Private Ltd
12.2020 - 07.2021

Team Manager

FINNEX BUSINESS SERVICES PVT LTD
02.2018 - 12.2020

Team Leader

SLK Global Solutions
05.2015 - 01.2018

Senior associate

WNS Global Services (P) Ltd
11.2012 - 05.2015

Team Leader

Wipro Ltd
8 2021 - Current

BBA Finance -

Ness Wadia College Of Commerce

HSC (Commerce) - undefined

KVAA

SSC - undefined

KVAA

Similar Profiles

CREATE PROFILE
Abhijeet SahooTeam Manager Operation