Amit Batta

SLA Management : Oversee the establishment, monitoring, and adherence to Service Level Agreements (SLAs) to ensure timely and quality service delivery.

Delivery Oversight: Lead the planning, coordination, and execution of service delivery processes, ensuring alignment with organizational goals and client expectations.

Team Leadership : Manage and motivate a diverse team of service delivery professionals, fostering a culture of collaboration, accountability, and continuous improvement.

Stakeholder Management : Serve as the primary point of contact for stakeholders, maintaining open lines of communication, managing expectations, and addressing concerns proactively.

Performance Monitoring : Implement mechanisms for tracking and analyzing service delivery performance metrics, identifying areas for improvement, and implementing corrective actions as needed.

Risk Management : Identify potential risks to service delivery, develop mitigation strategies, and ensure contingency plans are in place to minimize disruptions.

Resource Allocation : Optimize resource allocation, including personnel, tools, and technology, to maximize efficiency and meet service delivery targets within budget constraints.

Process Improvement : Continuously assess and refine service delivery processes to streamline operations, increase productivity, and enhance customer satisfaction.

Quality Assurance : Establish quality assurance protocols to maintain high standards of service delivery, conduct regular audits, and implement corrective measures to address deficiencies.

Client Relationship Management : Nurture strong relationships with clients, seeking feedback, addressing concerns promptly, and identifying opportunities for upselling or expanding services.

People Management:
Recruitment and Training: Recruit, train, and mentor team members to cultivate excellence and foster continuous improvement.
Performance Evaluation: Conduct regular performance evaluations, offering constructive feedback and recognition for achievements.
Career Development: Implement development plans to maximize individual potential and promote career growth within the team.

Performance Optimization:
Objective Setting: Set clear performance objectives and KPIs, guiding the team to exceed targets and deliver high-quality results.
Collaborative Environment: Foster collaboration and knowledge sharing among team members through open communication.
Performance Improvement: Proactively address performance issues through coaching, training, and corrective action plans.

Project Leadership:
Project Lifecycle Management: Oversee end-to-end project lifecycles, ensuring timely and successful delivery within scope, budget, and quality parameters.
Resource Allocation: Develop and execute project plans, effectively allocating resources and mitigating risks to achieve project milestones.
Cross-functional Collaboration: Collaborate across functions to align project objectives with organizational strategies and priorities.

Stakeholder Engagement:
Relationship Cultivation:Cultivate strong relationships with internal and external stakeholders, ensuring clear communication and alignment of expectations.
Reporting and Updates: Act as a liaison between the team and senior management, providing regular updates on project status and resource requirements.

Process Improvement:
Opportunity Identification: Identify opportunities for process optimization and efficiency gains, implementing best practices to enhance team productivity.
Data-driven Insights: Leverage data-driven insights for informed decision-making and continuous improvement initiatives.

Conflict Resolution and Employee Development :
Conflict Resolution: Address conflicts within the team using effective communication and conflict resolution techniques.
Mentorship: Provide mentorship and guidance to empower team members to take ownership of their roles and responsibilities.

Compliance and Quality Assurance:
Policy Adherence: Ensure adherence to company policies, industry regulations, and quality standards within team operations.
Quality Assurance: Conduct regular audits and quality checks to uphold service excellence and meet client expectations.

• Managed and lead a team of 10-15 individuals to drive collections and sales

- Credit card delinquency

-Overdrawn Checking Accounts

- B2C Sales- Internet Service provider

- Succession planning for/Subject Matter Experts/ Team Developers

• Internet Sales (Earthlink,PeoplePC)
• Mortgage Lending

• Mortgage Refinance Solutions
• Lead generation