Ashwary Agarwal
Service Delivery Manager
Bangalore,Karnataka
Summary
Ambitious, career-focused ,experienced and Strong leader successful orchestrating operations and leading employees with over 20 years of experience in Banking, Resource Management, Project Management & hard core Operations in IT Industry.
Focused on problem resolution, business development and customer relations, driving efficiency and cost savings through continuous process improvements by building high performance teams.
Handled various Project Transitions and Global Delivery Initiatives also included NDA Projects along with Vendor Management.
Led Various initiatives in Diversity, Equity & Inclusion
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Senior Manager
Hewlett Packard Enterprise
Bangalore, Karnataka
05.2015 - Current
- Leading Diversity, Equity & Inclusive for GRS Bangalore, led various Programs and Initiatives.
- Since 2015 managed team of Level 0, Level 1(Compute /Storage) technologists in IT Operation Center to deliver best in class customer experience.
- Demonstrated high level of customer focus and drove Operational metrics and customer satisfaction results from 75% to 90% .
- Focused on Cost of delivery and productivity, service delivery times, evaluated personnel workloads to support capacity planning
- Oversaw day-to-day activities of 30 -100 odd employees, fostering inspiring atmosphere to optimize employee experiences
- Managed Career Development & Upskill of engineers to get them self motivated giving them a platform to excel.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Resource Manager
Hewlett Packard Enterprise
Bangalore, Karnataka
05.2013 - 05.2015
- Responsible to manage resources for all assigned and potential projects both from demand & supply standpoint as per skills, cost & assigned JD.
- Worked with delivery and Talent Acquisition team in timely fulfillment of Badged and Flex resources to meet project/ operational timelines.
- Ensured Onboarding into relevant systems such as Workday and Smart labor, worked with RM Global Operations to ensure right mapping of cost center and roles aligned to resources.
- Regular update to Senior Management & Finance on People Plan Numbers and changes if any, highlighted potential concerns or issues with meeting key client deliverables due to resourcing and work to mitigate them accordingly
Project Manager
Hewlett Packard Global soft Ltd
Bangalore, India, India
06.2010 - 05.2013
- Handled couple of Global delivery Initiatives /Growth Projects - Transitioned from Onshore to Offshore varied Headcount from 10 - 150 spread across Regions - APAC, EMEA & NA.
- Built successful project plans covering objectives, resources and staffing to meet schedules. Coordinated with respective stakeholder for smooth delivery of project.
- End to end ownership of Project Lifecycle starting from initiation till it’s handed over to Operations..
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders and different stakeholders
- Reined in project costs while meeting key milestones
Service Delivery Manager
Hewlett Packard Global soft Ltd
Bangalore, India, India
11.2007 - 05.2010
- Managing the volume transactions for a team span of 50-60 people & responsible for the collective performance of the team & for meeting team goals.
- Ensuring the accuracy & timelines of service levels reporting and analysis to the business.
- Reviewing progress reports & resolving slippage.
- Ensuring process tools & resources are in place to support team efforts.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Green Belt Certified for taking up E case SL Project from 60% to 80%
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
Assistant Manager/Duty Manager
Genpact
Jaipur, India, India
05.2006 - 11.2007
- Proactive communication with clients, resolution on service delivery challenges.
- Track schedule adherence issues/identify and discusses process improvements related to Service Delivery.
- Monitoring Duty officer’s desk to ensure that Service Level Agreement is met consistently.
- Utilize call center tools e.g. RTA (Real Time Analysis), CMS Supervisor, People Database.
- Managing floor of 150 headcount, looking after overall infrastructure including Seats & Inventory management.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
Location Manager
ICICI Bank Ltd
Jaipur, India, India
06.2004 - 04.2006
- Responsible for sales and service of various financial products:- like Bank Accounts, Fixed Deposits/ Recurring Deposits, Credit Cards, Balance Transfer and Insurance.
- Responsible in meeting monthly, quarterly & half yearly targets and also ensuring increasing trend in sales.
- Responsible for Vendor Management for entire tele-calling team.
- Data analysis for all activities to ensure optimum utilization to increase productivity.
- Responsible for end to end customer service management and customer delight by living client excellence values in terms of services.
- Attended Train the Trainer program and certified as Trainer from ICICI Bank.
- Traveled to multiple different locations to understand business and seek best practices
Customer/Corporate Service Officer
ICICI Bank Ltd
Jaipur, India, India
05.2001 - 06.2004
- Maintaining relationships with Corporates with respect to their salary accounts.
- Resolution of service issues at key corporates, holding service camps at leading corporates all over Rajasthan.
- Taking initiative for building new processes, taking full ownership of solving complaints at the Corporates & regular follow up of the escalated complaints.
- Responsible for Cross Selling on existing customers via various products like credit cards, bank accounts, insurance, loans etc.
- Conducting surveys to ensure that the benchmarks of Quality Service are achieved, to organize service camps for the banks & other ICICI departments to analyze the service quality rendered to the customers.
Education
MASTER OF COMMERCE - Business Administration
Rajasthan University
Jaipur 04.1999 - 03.2001
BACHELOR OF COMMERCE - Business Administration
Maharani College
Jaipur 06.1996 - 03.1999
Skills
Operations Improvement
undefinedAccomplishments
- Received Global Remote Services Prestigious Platinum Award for FY21
- Leading DE&I for Global Remote Services Bangalore
- Received FY21 I&D Champion Award along with Inclusive Team Award
- Received Disruptive Leader Award for building RISE Program for the Center FY19
- Recognized as Top Talent in HPE and Genpact
- Successfully led Onshore business transition of 100 employees , which included processes, tool and people
- Achieved recognition as Best Duty Manager from senior management in Genpact for end to end managing floor during heavy volume and ensuring Service levels are met.
Trainings
- Green Belt Certified
- Attended Instructor Led PMP Training
- Completed various courses on Cloud Computing and Introduction to Containers through UDEMY
Timeline
Senior Manager
Hewlett Packard Enterprise
05.2015 - Current
Resource Manager
Hewlett Packard Enterprise
05.2013 - 05.2015
Project Manager
Hewlett Packard Global soft Ltd
06.2010 - 05.2013
Service Delivery Manager
Hewlett Packard Global soft Ltd
11.2007 - 05.2010
Assistant Manager/Duty Manager
Genpact
05.2006 - 11.2007
Location Manager
ICICI Bank Ltd
06.2004 - 04.2006
Customer/Corporate Service Officer
ICICI Bank Ltd
05.2001 - 06.2004
MASTER OF COMMERCE - Business Administration
Rajasthan University
04.1999 - 03.2001
BACHELOR OF COMMERCE - Business Administration
Maharani College
06.1996 - 03.1999
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