Dipali Royce Ferreira
Senior Operations Manager
Mumbai
Summary
Motivated individual aiming for a demanding position in respected organization, dedicated to utilizing skills and delivering optimal results for company growth.
Overview
23
23
years of professional experience
3
3
Certifications
1
1
Language
Work History
Senior Operations Manager
Firstsource Solutions Limited
2024.01 - Current
- Working for Sky Telecommunication Process, Role: Managing Sky Sales Operations Welcome New sales attraction Voice 3 different processes, Welcome Mobile, Welcome Broadband, Pre-active cancellation
- - Handling a team of 14 Teamleaders with a span of 180 agents
- Job Profile
- People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming CEL's. Manage all the Ops KPI's- NPS, FTR, Sale attachments, Transfers, CONV etc
- Client Management- Weekly performance calls, MBR with Director of Sky, Investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
- Process Management: RNP (Reward & penalty) requirements, Delivery impacts, Schedule adherence, Drive Commercial , efficiency & Customer metrics
Training Manager
Firstsource Solutions Limited
2017.07 - 2024.01
- Working for Sky Telecommunication Process, Role: Managing Sky Sales Training for all LOB's under Sales (Voice, Chat & BO)
- - Handling a team of 8 Learning Specialists
- Job Profile
- People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming Trainers. Manage all the training KPI's- Training throughput, Launchpad performance, E2E yield and 30th day performance
- Client Management- Weekly performance calls, Investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
- Process Management- Manage operations Project to drive different Customer and commercial metric, TNI Analysis, Data Analysis
- Other- Part of ORG level project- Hive to drive Capability development engagement, reward and recognition Programme. Created Coaching content video for SIM program, Part of Panel interview to select eligible candidate for Lloyds program
Assistant Manager
Firstsource Solutions Limited
2016.12 - 2017.07
- Worked for Lloyds Banking Process, Role: Managing Mortgage Back Office Operations
- - Handled a team of 70 colleagues and 6 Team leaders
- Job Profile
- People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming team leaders
- Client Management- Weekly performance calls, investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
- Process Management- Manage Daily operations, Overlook SLA management, Data Analysis
- Other- Part of Neev Programme- Inhouse training course for budding and newly promoted team leader- Facilitate Coaching and Communication course, Part of Panel interview to select eligible candidate for Lloyds program
Process Leader
Lloyds Process
2014.05 - 2016.12
- Job responsibility: Worked as a process leader in Lloyds Process
- Travelled to UK for 2 months to migrate Mortgage application process
- Handled end to end training and migration
- Handled a team of 20 colleagues of 01st batch for this process
- Attended client calls for smooth functioning of process post migration
- Reduced MVU errors by 30% by effective coaching and feedback
- Process was upsized from 20 to 200 colleagues
- Handled multiple process like- S&VS, Lifeboat etc
- Was selected through the IJP as an Assistant Manager within 2 and half year
Team Leader
Hutchison 3G(Tech Mahindra)
2011.09 - 2014.05
- Worked with Hutchison 3G(Tech Mahindra) as Team Leader for Vodafone Billing process
- Job responsibility: Handled outbound and inbound voice process. Handled 2 teams simultaneously of 15 advisors in each team
- Handled complaint calls to give first touch resolution
- Ensured all SLA's are met month on month
- Worked directly with DGM to carry out end to end root cause analysis for NPS detractors and provided insights and suggestions to improve NPS
- Did audits around complaint calls and credit offered for the entire Vodafone billing process
Team Leader
M/s Intelenet Pvt Ltd
2010.01 - 2011.01
- Worked for Barclay's process, assisting the customer from United Kingdom who have existing account with Barclays
Customer Care Manager
M/s Goldshield Pvt Ltd
2003.12 - 2005.09
- Assisting the customer from United Kingdom with all the supplements supplied by Goldshield & also up-selling the products, as per the customer needs & requirement. Main job responsibility to sell products as per the monthly targets.
Telemarketing Executive
M/s Investone, Affiliate of Citibank
2003.01 - 2003.12
- Opening new Bank accounts for customers & getting deposits from existing customers
Education
Post graduate - Food & Biotechnology
University of Mumbai
01.2002
TY BSC - undefined
Ramnarayan Ruia College of Arts & Science, Matunga
01.2001
HSC - undefined
K.J.Somaiya College of Science & Commerce
01.1998
SSC - undefined
New English High School, Maharashtra Board
01.1996
Skills
Communication excellence Team leadership Coaching and presentations Advanced Excel skills Rapid adaptability
Certification
British Council Coaching certification of Silver level
Interests
Dancing, Cooking, Swimming
Accomplishments
- Received Best Process Leader award for 2 consecutive quarter during my stint with Loyds process
- Received Best Support Team award for 2 consecutive year in Sky Sales
- Received 3 level promotions with FSL from Team leader to Sr Ops Manager
ADDRESS
Permanent : Marian House , Culvem Village, Near Gorai Beach, Borivili West, Mumbai 400 091
Date of Birth
23/05/1980
Timeline
Senior Operations Manager
Firstsource Solutions Limited
2024.01 - Current
Training Manager
Firstsource Solutions Limited
2017.07 - 2024.01
Assistant Manager
Firstsource Solutions Limited
2016.12 - 2017.07
Process Leader
Lloyds Process
2014.05 - 2016.12
Team Leader
Hutchison 3G(Tech Mahindra)
2011.09 - 2014.05
Team Leader
M/s Intelenet Pvt Ltd
2010.01 - 2011.01
Customer Care Manager
M/s Goldshield Pvt Ltd
2003.12 - 2005.09
Telemarketing Executive
M/s Investone, Affiliate of Citibank
2003.01 - 2003.12
Post graduate - Food & Biotechnology
University of Mumbai
TY BSC - undefined
Ramnarayan Ruia College of Arts & Science, Matunga
HSC - undefined
K.J.Somaiya College of Science & Commerce
SSC - undefined
New English High School, Maharashtra Board