ASHRAY GM
Associate Manager OTC
Bangalore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
14
14
years of professional experience
Work History
Associate Manager
AbInbev
01.2018 - Current
- Responsible and Accountable to meet SLA & Business KPIs
- Managed periodic calls with stakeholders to meet expectations wherever required
- Managed performance through process dashboard to give accurate visibility to stakeholders
- Provided mentoring and coaching to team, developed, and retained talent
- Reviewed and assessed performance and enabled employees to maximize their performance
- Identified resistance and performance gaps and worked to develop and implement corrective actions
- Managed Business Transformation and continuous improvement Projects - driven results
- Managed Invoicing and Bonus Management Disputes, Identified areas of concerns through root cause analysis and provided solutions for better customer experience
- Data Analysis and validation performed to comply with Quality and operational excellence
- OTC and CSM
- Forecasted volumes for planning and execution of deliverables
- Managed routines pertaining to OTC process
- Monitored Queue, driven process in continuous improvements
- Collaborated with various Internal/External departments to deep dive process solutions
- Discussed and guided team in their PDP (Personal Development Plan) for career prospects of individuals
- Maintained documents related to Compliance and being always prepared for Global Compliance Audits and maintained monthly MICS (Minimum Internal controls) for organization
- Effective work management through cross trainings, avoided dependencies and maximized productivity
- Rewarded and recognized efforts of Team and individuals.
Principal Analyst
Accenture
10.2015 - 03.2018
- Handling team who takes care of Cash posting, Cash application & end of day activity
- Evaluated performance trend across process and provide recommendation for improvement via Power BI and
- Ensure 100% accuracy of data collection and data reporting
- Worked on automation and got it successfully implemented
- Identified performance trends and behaviors by conducting regular audits and providing recommendations and summaries to senior management
- Have regular calls with clients to understand any issue or concerns and get it resolved
- Upskill team member and train them to target for next level
- Meet defined targets by providing adequate support to team through regular monitoring, coaching and one-to-one
- Ensure high level of team engagement within team thereby driving ESAT scores
- Analyze trend on key parameters impacting KPI's
- Create and implement action plan for improvement, if required
- Identify training need analysis for team and fix it with support from Training and Quality Assurance
- Highlight variation in performance and design effective action plans for improvement
- Resolving customer escalations & complaints, with an understanding of the legal impact & commercial risks to the organization
- Take prompt, sound and independent decisions while resolving issues for both internal and external customers
- Proactively highlight issues to manager and key stakeholders in case of dead lock situations
- Identify and fix process related gaps on timely basis.
Sr. Analyst
Accenture
01.2010 - 10.2015
- Handling Inbound calls from UK customers
- Handle their requests, issues & compliant
- Make Upsell and Cross Sell
- Handling escalations, team huddles, training new team member
- Achieved highest target
- Achieved call target and average talk time.
Education
Bachelor of Commerce -
Skills
Leadership and Managerial Ability
Operations management
Employee scheduling
Interpersonal Skill
Critical thinking and Analysis
Innovation and Creativity
Negotiation Skills
Project Management
Analytical Skills
Data Analysis
Financial Management
Microsoft Word
Excel
PowerPoint
Timeline
Associate Manager
AbInbev
01.2018 - Current
Principal Analyst
Accenture
10.2015 - 03.2018
Sr. Analyst
Accenture
01.2010 - 10.2015