Summary
Overview
Work History
Education
Skills
Languages
Interests and Hobbies
Timeline
Generic

Bhagya Kiran Tigga

Najafgarh

Summary

Professional Transition Specialist with demonstrated ability to lead teams and drive successful change management initiatives. Skilled in process optimization, stakeholder engagement, and risk mitigation. Strong focus on collaboration, flexibility, and achieving measurable results. Known for reliability, adaptability, and effective problem-solving in dynamic environments.

Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.

Overview

20
20
years of professional experience

Work History

Transition Manager

Tech Mahindra
12.2020 - Current


  • Developed comprehensive transition plans, outlining roles, responsibilities, timelines, and milestones for successful implementation.
  • Provided regular status updates to senior leadership, highlighting progress, challenges, and key accomplishments during the transition period.
  • Developed training materials tailored specifically towards each department''s unique needs which helped in streamlining the learning curve as they adapted to new systems.
  • Fostered a positive work environment by addressing employee concerns promptly and proactively managing resistance to change.
  • Championed continuous improvement efforts by incorporating feedback from team members and stakeholders into future transition planning and execution strategies.
  • Conducted post-transition assessments to identify areas for improvement and implement necessary adjustments for future projects.
  • Identified potential risks and developed mitigation strategies to ensure smooth transitions with minimal impact on business continuity.
  • Maintained detailed documentation of all transition-related activities for future reference and knowledge transfer purposes.
  • Cultivated relationships with key stakeholders across various departments to facilitate collaboration on strategic initiatives during transitional periods.
  • Applied problem-solving abilities to address unforeseen challenges that arose during the course of transition projects effectively.
  • Managed multiple simultaneous transitions, ensuring timely completion and minimal disruption to business operations.
  • Monitored progress of ongoing transitions, identifying potential bottlenecks and implementing solutions to maintain project timelines.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Managed internal and external client-facing relationships through transitional periods.

Operation Manager

Tech Mahindra
03.2019 - 12.2020
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Responsible for Technical support Voice and chat LOB’s for leading Australian Telecommunications company- Overall HC managed – 400+
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Operation Manager

24/7.Ai
10.2016 - 03.2019
  • Responsible for driving Remote Operations for North America's Top Banking institution and leading Video Programming distribution company - HC- 200+
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Identification & nomination of team members for self-developmental training basis performance & interest
  • Driving variation based management techniques to reduce variation in performance
  • Leading collaborative team/support Function - Manage and increase the effectiveness and efficiency of Support Services (HR, IT and WFM), through improvements to each function as well as coordination and communication between support and business functions
  • Business objectives & Revenue management - Regular meetings with the HOP & WFM for financial goals, volume, and process change
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Operation Manager – BFSI & Travel

Sitel India
05.2015 - 08.2016
  • Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning
  • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and WFM), through improvements to each function as well as coordination and communication between support and business functions
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence
  • Management of process/team budget in coordination with the Process owner and the Site Director
  • Development of individual program budgets
  • Payroll management, including tabulation of accrued employee benefits
  • Disbursement of R&R incentives for programs
  • Regular meetings with the Process owner, WFM and the Site Director around financial goals, volume, and process changes
  • Supervise and coach team managers on a weekly/monthly basis

Assistant Manager

Sitel India
06.2013 - 05.2015
  • UK Travel- customer service, US Credit Bureau -Inbound sales
  • Supervising and conducting quality checks on team performance to monitor daily performance
  • Providing instructions, directions, feedback and support to process executives/Auditors in order to improve quality performance and results
  • Preparing various Comparative reports, Formats and working on the comparative analysis
  • Gather, Define and Implement performance metrics
  • Presenting weekly, monthly and quarterly reviews to the management
  • Payroll management, including tabulation of accrued employee benefits
  • Disbursement of R&R incentives for programs
  • Regular meetings with the Process owner, WFM and the Site Director around financial goals, volume, and process changes
  • Supervise and coach team Leaders on a weekly/monthly basis

Team Leader Operations

Sitel India
07.2010 - 06.2013
  • Handling a team of 15 CSPs/Sr.CSPs including a quality coach and a SME
  • Supervising and conducting quality checks on team performance to monitor daily performance
  • Providing instructions, directions, feedback and support to process executives/Auditors in order to improve quality performance and results
  • Arranging CFC (Campaign Fitness Check) for the process with the management
  • Handling 1st level and 2nd level escalations, troubleshooting, call back to customers
  • Analyze call flow trends, C-SAT, First contact resolution and analysis
  • Taking care of daily Log In/Log Out sheets, Schedule Adherence Defects, Agents monthly performance records and incentive calculations etc
  • Maintaining driving agent performance
  • Promoting employee satisfaction by means of R&R’s

Process Trainer

IBM Daksh Business Process Services Ltd.
01.2005 - 01.2009
  • Have delivered process training content to over 300 employees
  • Efficiently managed training functions like content development, Procedure updates Business process mapping and driving performance metrics (Internal and External)
  • Conducted and disseminated all client mandate change training & quality updates
  • Have mapped and transitioned banking processes successfully to ensure higher level of business opportunity
  • Transitioned 100 seater sales and banking process from the client site, San Antonio, Texas in 2007
  • Certified Yellow Belt- did a project on reducing AHT within 60 days of production

Education

Bachelors in Arts -

Delhi University
01.2007

Senior Secondary school -

Holy child Auxilium Convent
Vasant Vihar, New Delhi
01.2000

Higher Secondary School -

Holy child Auxilium Convent
Vasant Vihar, New Delhi
01.1998

Skills

  • Technical acumen
  • Cross-functional coordination
  • Training and coaching
  • Change request tracking
  • Multitasking
  • Project tracking
  • Agile Methodologies
  • Cost Management
  • Scope development
  • Risk mitigation planning
  • Knowledge management
  • Stakeholder Management
  • Prepare reports
  • Plan projects
  • Lead teams
  • Scope implementation
  • Project development
  • Communication

Languages

English
Hindi

Interests and Hobbies

Nature walks while traveling,  Listening to music, Watching Movies & Series, Cooking, Driving, Painting, Casual reading

Timeline

Transition Manager

Tech Mahindra
12.2020 - Current

Operation Manager

Tech Mahindra
03.2019 - 12.2020

Operation Manager

24/7.Ai
10.2016 - 03.2019

Operation Manager – BFSI & Travel

Sitel India
05.2015 - 08.2016

Assistant Manager

Sitel India
06.2013 - 05.2015

Team Leader Operations

Sitel India
07.2010 - 06.2013

Process Trainer

IBM Daksh Business Process Services Ltd.
01.2005 - 01.2009

Senior Secondary school -

Holy child Auxilium Convent

Higher Secondary School -

Holy child Auxilium Convent

Bachelors in Arts -

Delhi University

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Bhagya Kiran Tigga