ANISH. P

• Support the business and its operations / expansion Operational Management of processes
• Ensure Remittance SOPs and compliance practices are being met in the course of operations
• Monitoring, Reviewing and Authorizing remittance transactions. Training and development of Team members.
• Review reconciliation sheets and ensure that all sheets are balanced accordingly to the regulations of the industry and Company
• Building and maintaining a positive relationship with its stakeholders (Internal & External) to support the achievement of its strategic objectives.
• Quality control & customer satisfaction: To ensure that the operational deliverables meet their expectation in tune with quality systems & end customer satisfaction.
• Review & monitor the performance of the Support Team and regularly provide feedback.
• Maintain and review data and statistics at regular intervals and analyze them to improve performances.
• Ensure the resources are used to produce optimal results.
• Organize regular process catch-up sessions with the stake holders to ensure that business needs and requirements are met.
• Create and explore the business development opportunities with all the corridors.

• Delivery of Sales, Service Level Components, Quality and Productivity targets & indicators regarding processes.
• Operational Management of processes: Managing the floor, Adherence to schedule. Ownership and Problem Resolution. Call monitoring, Coaching and Feedback, Responsibility for delivery of the defined Customer Experience in every call.
• Training and development of Team Leaders. Motivation, leadership for a team and developing future leaders.
• Quality control & customer satisfaction: Need to ensure that the operational deliverables meet their expectation in tune with quality systems & end customer satisfaction.
• Organize weekly process catch-up sessions with the stake holders to ensure that business needs and requirements are met.
• Create and Explore the business development opportunities with all the corridors.

Supported KL Vodafone Inbound process from 1st-March-2015 – 3RD-Sep 2016.

• Was Reporting to Sr. Manager-Operations
• Managed a span size of 110 associates with 6 Team Leads.

Supported KL Idea Inbound process from 4th-April-2013 till Feb end 2015.

• Was Reporting to GM-Operations
• Managing a span size of 100 associates with 5 Team Leads

Roles and Responsibilities:

• Responsible for leading the process by managing the span allocated with the help of TLs.
• To Work with Cross-Functional Teams (Admin/Recruitment/TRG/SQ/HR) to ensure that both internal and external customer requirements are met.
• To Conduct performance discussions with the Team and submitting progress reports of the process to my Reporting supervisor
• Create a positive environment within the floor to reduce attritions and take measures towards retention.
• Managing day-to-day operations of the Process, including attendance, attrition and Op’s leakages thereby contributing to organizational financials
• To drive and Track Reward and Penalty for the LOB through Real Time Management on RnP Levers
• Manpower Reconciliation to ensure that we have sufficient manpower to handle the volume.

Worked with Chennai center by supporting KL Airtel Inbound process

• Reporting to Sr. Manager-Operations
• Managing the process with the help of 2 Unit Leads and 6 Team Leads

Worked with Nagercoil center by supporting KL Airtel Inbound process

• Reporting to Deputy Manager-Operations
• Managing a span size of 100 associates with 5 Team Leads

Roles and Responsibilities:

• Responsible for leading the process by managing the span allocated with the help of TLs.
• To Work with Cross-Functional Teams to ensure that both internal and external customer needs are met.
• SPOC for Ops Panel Interview to ensure quality of Hire.
• Conducting performance reviews, submitting progress reports of the process to the Sr. Manager Operations
• Create a positive environment to reduce attrition and take measures towards retention.
• Managing day-to-day operations of the Process, including attendance, attrition and outages, to minimize customer impact.
• Monitoring the process/function performance regularly and to take appropriate corrective actions in case of deviation.
• Coordinating with the client on process related issues and updates
• Come out with new ideas for process improvements to enhance customer service.
• Manpower Reconciliation to ensure that we have sufficient manpower to handle the volume.
• Driving performance matrix across the floor and initiating Projects to fulfill the process gaps.

Worked as Process Lead from 25th-Aug-2009 to 25th-Feb2011.

• Was reporting into AM-Operations.

Roles and Responsibilities

o Managing the performance of the Team allocated to me.

o Monitoring their calls and conducting Feedback and Coaching sessions

o Real time Management of Operational Floor& External/Internal Clients

o Organizing and Conducting Refresher Trainings for the Process/Team

o Analyzing the Operational Challenges and Finding out solutions

o Initiate projects to fill the Real-Time Process gaps.

o Initiate improvement plans on quality standards.

o Support the Recruitment Team in terms of Ops panel round interviews.

Worked as a Quality Analyst from 22nd-Dec 07 to 24th-Aug-09.

• Was reporting to Manger-Quality.

Roles and Responsibilities

o Transaction Monitoring and Giving Feedbacks

o SPOC for Call Calibrations

o Create and Maintain Reports as was partially into MIS.

o Identifying the TNI and Conducting Refreshers with the Help of Trainers.

o Analyzing the Quality Trends in the Operational Floor

o To support for External Quality & C-SAT for the Center.

o To Ensure that Product Updates are Cascaded across the Floor.

Worked as a Briefing SPOC from 1st Sep 07 to 21st Dec-07.

Roles and Responsibilities

o Was Single Point of Contact for the Post and Pre- Briefings for CSAs.

o Assisting Floor in the Absence of TL.(Real Time)

o Mentoring New Associates during their Nesting Process

Worked as a Customer Service Advisor from 3rd Feb-07 to 31st Aug 07.

Roles and Responsibilities

o Answering Customer Calls and delivering qualitative service

o Ensure that All KPIs are met month on month.

Roles and Responsibilities

o Upselling of Value Added Services

o Out-calling Postpaid Exposure barring customers

o Out-calling Prepaid validity Expiry customers