DIPESH SHARMA
Assistant Manager
Jaipur
Summary
A dynamic hard-working professional with 17+ Years of experience in the facets of the Global Business Process Outsourcing Industry including BFSI (Banking Financial Services and Insurance), Mortgage (Bankruptcy and delinquency), Web chat customer service and F&A (Order to Cash, Accounts Payable, General Ledger) Back Office Operations. More than 7 years of expertise in leading Quality function and initiatives, majorly in UK Web chat process and F&A. More than 8 years of expertise as a SME, majorly in banking (Australian process) and Team leader in mortgage(US) process. Managed team of 60+ executive, ensuring their performance in quality of service delivery. Presently associated with Infosys BPM as AM Quality.
Intend to build a career with leading corporate of hi-tech environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. Willing to work as a key player in challenging & creative environment.
Overview
17
17
years of professional experience
Work History
Assistant Manager Quality
Infosys IBPM
07.2021 - Current
- Managing SDQ (Service Delivery Quality) for 4 processes with a headcount of 120+ FTEs
- Managing a team of 12 QCs
- Managing and building governance to enable the effectiveness of Quality Management System
- Taking care of activities and initiative related to Process Improvement and Transformation for the Engagement
- Stakeholder Management (Client Management, Support Operations and communication with other Support departments)
- Preparation and presentation of different Business Review deck
- Parenting Quality in Governance Calls
- Customer Experience analysis to gauge improvement areas and to create plan to mitigate the in-scope
- Driving performance of the team on pre-defined stringent parameters
- Customers complain analysis, accordingly feedback and training to advisors stratified.
Assistant Manager
Vodafone India Services Pvt Ltd.
12.2015 - 07.2021
- Managed Quality of customer Service for 40 to 50 Advisors
- Shared the Insights with the Leadership Group & Stake holders to achieve the set target and better customer experience
- Prepared the Root cause analysis for the aligned process to identify the defects and curb the errors
- Calibration call with Operations team, Training team & Stake holders team
- Key role in Internal Quality Attainment Recommend effective strategic & proactive actions
- Supported operations through floor support, performance analysis, escalation handling and coaching /feedback
- Taking required actions for improving quality of customer service with time & converting every opportunity in customer delight
- Actively participated in gap analysis, process improvement initiatives, process restructuring & re-engineering to save cost & time for end result.
Team Leader
Tata Consultancy Services Ltd.
05.2013 - 12.2015
- Managed a Team of 10 FTEs (Full Time Employees) and ensure that their daily/weekly/monthly deliverables are achieved
- Cross check and validate all the steps and documents prior to referring an account for any legal action to the Attorneys (Lawyer) in the U.S.A
- Referring the next step needs to be taken to cure the delinquency
- Co-ordination for attorney’s firm
- Providing training for team members and briefing process updates.
Process Developer (SME, Quality Analyst)
GENPACT- Jaipur
06.2007 - 05.2013
- Was involved in Transitioning of an Account Services process from Sydney
- Went to Sydney for an OJT (On Job Training) for one month
- Assist Operations managers for end-to-end migration of new processes and project manage successful migrations till it becomes BAU (Business as Usual)
- SME – Work alongside the Training Team in coordination with the Operations Manager to ensure that adequate training of team members is in place to meet production commitments
- Quality Analyst - Manage the complete process of Quality (end-to-end) from evaluations to feedbacks, identifying the gaps and plugging them through corrective and preventive measures
- Reducing the Process Risk by designing and reviewing FMEA (Failure Mode and Effect Analysis)
- Reviewing and updating the training modules and Operations documentation as needed from time-to-time
- Daily analysis of the best performers and circulation of report, highlighting the key areas affecting the performance in aligned team.
Education
Diploma - Supply Chain Management
Narsee Monjee Institute of Management Studies
Mumbai India07.2022
Bachelor of Computer Science - Computer Applications
Aryan International College
Ajmer , Rajasthan06.2007
Senior Higher Secondary - Science Education
Maharishi Vidya Mandir
Ajmer India07.2004
Secondary School -
Maharishi Vidya Mandir
Ajmer India05.2000
Skills
Confident of doing any work with perfection
Proficiencyforte
Managing operations with a view to ensure timely accomplishment of targets within the time and cost parameters. Implementing effective techniques to bring efficiency in operations. Ensure delivery of each and every report to client with proper analysis and commentary., Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the quality standards and work processes and thus managing cost-effective operations. Setting quality standards for operational areas & ensuring adherence to quality standards. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems., Supervising customer service operations for rendering and achieving quality services. Maintaining cordial relations with customers to sustain the profitability of the business. Handling customer grievances and resolving issues., Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Creating & sustaining environment that fosters development and motivates high performance. Creating and developing a positive working environment to enhance productivity through personal impact by way of devotionals, team meetings, etc.
Trainingworkshopsattended
- Lean Six Sigma
- Certified as a Trainer (TTT Certified)
- Certified for being a Quality auditor (TTQ Certified)
- Feedback & Coaching | E-mail Etiquette | Conflict Management
Awardshonours
- Awarded as Top performer for maintaining the NPS (Net Promoter Score) for the new joiners during the side by side activity and providing the floor support
- Awarded as a performer of the quarter to upskill new joiners (Quality Analyst)
- Awarded as Top performer by clients (Westpac)
- Awarded for highest productivity in the team and delivering training
- Recognized by clients (Westpac) for Driving quality initiatives in the process & ensure sustenance of knowledge in the process
Volunteeractivitiesinterests
- Part of Catalyst team, who runs CXX (Customer experience excellence) campaign
- SPOC for recreational activities for team including outings and birthday celebrations and other activities for team synergy
- Prepared the Ready Reckoner for specific scenarios with resolutions for UK Web chat process
- Lead and execute the quality’s yearly event “Inspire’23” successfully for all the engagements at Jaipur DC
Educationqualifications
- Diploma in Supply Chain Management (Operations management, Procurement management, Financial accounting, TQM) from Narsee Monjee Institute of Management Studies
- B.Sc. (IT) 2004-2007 from MDS University, Ajmer
- XII (Science), CBSE, Ajmer
- X, CBSE, Ajmer
Personal Information
- Father's Name: Shri. L M Sharma
- Date of Birth: 06/03/1984
- Marital Status: Married
Projects
Productivity/Utilization Benefits in Accounts Payable (Mentored OIP), Utilization Improvement (Mentored Lean Accelerator), Volume tracker standardization (Mentored Lean Accelerator), Resource Optimization in F&A Processes (Mentored Lean Practitioner), Resource Optimization (Mentored Lean Accelerator) Cycle time reduction in Digital Process (Mentored Lean Accelerator) Mentored and closed one Six Sigma (GB) - Reduction in IPS exception queue Identifying Fixed Placement defects to avoid the Potential loss (Mentored BVD), Impression and Click Through Checking to Avoid Revenue Loss (Mentored BVD 1.69 mn USD) CALET Credit Adherence: - Successful completion of a Yellow Belt Project to Improve the credit adherence for Web Chat LOB to 90% Race to 60 Yellow Belt Project: Successful completion of a project to improve the NPS for Web Chat LOB from 55% to 60% with Agile Methodology
Timeline
Assistant Manager Quality
Infosys IBPM
07.2021 - Current
Assistant Manager
Vodafone India Services Pvt Ltd.
12.2015 - 07.2021
Team Leader
Tata Consultancy Services Ltd.
05.2013 - 12.2015
Process Developer (SME, Quality Analyst)
GENPACT- Jaipur
06.2007 - 05.2013
Diploma - Supply Chain Management
Narsee Monjee Institute of Management Studies
Bachelor of Computer Science - Computer Applications
Aryan International College
Senior Higher Secondary - Science Education
Maharishi Vidya Mandir
Secondary School -
Maharishi Vidya Mandir
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