Abhijith Jain

Currently working as an Service Management Lead at TechMahindra with an overall work experience of 18 Years 8Months, working with diversified business groups such as IT, Banking & Finance and Insurance. I have been a dedicated group leader and result driven in IT operations with vision of Continuous Process Improvement. Played a major role in developing procedures / transition of a Mainframe based payment system to Global Payments System (web based Application) for HSBC UK. I have always understood the business needs of my organization and translated them into process and technology requirements that support the company’s business objectives and has helped us achieve the set goals. I held the responsibility of setting up the Management Information System/Workforce Management Team for a UK based Insurance Company when I was working with ICICI OneSource.

• Migrated Two processes & led them to BAU, which involved Knowledge transfer.
• Played a major role in ServiceNow (SNOW) migration in TechMahindra.
• Keenly monitored operator’s performance during learning curve and prepare reports.
• Helped to achieve 95% CSAT for Nestle project.
• Supervised team of 22 staff members.

• Passport Number: M4160373
• Date of Birth: 08/27/81
• Marital Status: Married

TechMahindra, 10/2016 - Present, Service Management Lead

Roles and Responsibilities:

• Leading a team of 22 service professionals to deliver exceptional customer service and support.
• Developed and implemented service strategies to improve efficiency and exceed service level agreements (SLAs).
• Conducted regular performance evaluations and provided coaching and training to team members to enhance skills and productivity.
• Collaborated with cross-functional teams to identify and address service issues, ensuring timely resolution and customer satisfaction.
• Implemented process improvements that resulted in reduction in service delivery time.
• Manage relationship with key stakeholders and vendors to ensure alignment with service goals and objectives.

HSBC Global Resourcing, 11/2006 - 10/2016, Assistance Manager (Individual Contributor)

Roles and Responsibilities:

• Subordinate to the Line Manager and assisted in monitoring day to day operations
• Providing training and framing standard operations procedures to streamline the process.,
• Regular interactions with the support teams through conference calls to trouble shoot defects raised by the team., Perform Regional Service Centre activities such as on-going maintenance of countries / institutions, currencies, holiday calendars and Daylight savings.
• Identify the scope for process improvement and implement steps to improve process efficiency.
• Manage a centralized access rights for production and development systems on a global scale within HSBC.
• Testing on HSBCnet application, Conducting General & tool specific health checks.
• Organized quality improvement programs within the team to minimize errors and enhance productivity.
• Drove Major Incident Management.

ICICI OneSource, 04/2005 - 11/2006, Process Specialist

Roles and Responsibilities:

• Handled a team of Six in the event of Team Leader’s absence.
• Frequent procedural updates had to be cascaded to the team and ensure that the same was followed effectively.
• Provided floor support by attending to the doubts and queries raised by the team.
• Ensured that the team complied with the standard operations procedures.
• Interacting with the Underwriting Team based offshore (UK) to finalize on the risk-based loadings to be applied for high risk vehicles/profiles.
• Handled escalations and was involved in call coaching & monitoring.
• Shared best practices with the team to improve the quality and productivity.