BINCE CHAKKALAYIL MATHEW

· Managed South Core & Up Market in MAS Payroll Voice teams that includes Frontline Operations teams, Loyalty & Tele data Team in India.

· Enhanced client satisfaction through strategic process improvements.

· Implemented strategies to enhance client satisfaction.

· Led digital transformation initiatives, fostering a culture of integrity and service excellence.

· Developed scalable workforce strategies for talent retention and growth within MAS and ADP.

· New hire orientation and planning training programs to ensure seamless integration and performance.

· Involved in end-to-end set-up of Career 360 initiative at an organization level.

· Achieved recognition as top region manager for outstanding leadership and team performance.

· Build and enhance relationships with the Business Unit Leadership Group

· Effectively communicate organizational direction

· Conduct & evaluate appraisal for the Business Unit

· Created a talent pool which served as a feeding team across departments.

· Role Rotation to keep talent retained & enhanced businesses.

· Won Good to Great Campaign for all 4 Seasons.

· Top Assistant Manager

· Top Region Lead/ Manager for the last 3 fiscals

· Associated with various DT projects & involved with the GPT to identify payroll opportunities.

· Top teams on Payroll from my span (Service, Upmarket, Loyalty & Teledata)

· Managed Success & most challenging Yearend's for the Business

• Handled a team of 18 full-time employees (to date, the team strength is 21 agents).
• Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Entrusted with the responsibility of managing customer service for clients with issues and queries.
• Responsible for achieving SLAs and KPIs in terms of quality, productivity, escalations, and transfers; reporting SLAs, analysis on deliverables such as the turnaround time, customer satisfaction, etc.
• Conducted group training sessions on products and services.
• Developed the customer service skills of each customer service representative to drive revenue growth.
• Handled the feedback mechanism for the team on quality and weekly performance.
• Involved in process documentation, MIS generation and submission, and presentation preparation, as well as the compilation of key information to monitor the daily performance of the team.
• Top team leader for 12 months in a row for delivering outstanding performance.
• Transitioned two processes, Orange and EE Pay G: end-to-end handling from client feedback on products, and highlighted the challenges experienced, providing suitable options to reduce the impact.
• Several promotions within the team, e.g., Quality Leads, Floor Supports, Nesting Supports, Com Coaches, etc.
• M-Ace & Knight Award for the Quarter: Quarterly awards given for performance and 0% attrition.
• Won the Best Team Leader and Most Improved Team Leader Awards.
• Several client appreciations in terms of efficiency and consistency.

• Worked as Associate for Abby National Bank