DIVYA BHALLA
Summary
Dynamic Service Delivery Team Lead with a proven track record at British Telecom, excelling in stakeholder management and performance improvement. Adept at driving team engagement and exceeding KPIs, I foster a culture of operational excellence while implementing strategic process enhancements that reduced staffing needs by one FTE.
Overview
16
16
years of professional experience
Work History
Service Delivery Team Lead
British Telecom
05.2022 - Current
- Leading, coaching, and keeping the team engaged and motivating the team towards achieving individual and team targets and delivering excellent standards of customer service.
- A Team Coach & Customer champion working in collaboration with multiple teams and handling a team size of 25-30.
- To take Ownership and accountability of Contractual SLA, KPIs and Quality targets and drive the team to exceed or meet them at the minimum.
- Complete performance discussions including giving feedback, addressing correction plans & annual RATINGS.
- To build a productive team environment and promote operational excellence within team.
- To motivate, mentor, coach and develop team members skills as required.
- Responsible for stakeholder engagement at the middle management level in the customer's / stakeholder's organization and manage service escalations for customer & employee satisfaction.
POD Manager
Better
01.2022 - 03.2022
- Company Overview: Better Real Estate
- Managed the support team for Better Real Estate’s in house real estate team as a leader in operations, service delivery, and production flow of clients from acquisition to closing.
- Conducted weekly and monthly business reviews with the leadership team.
- Managed a team of 14 coordinators with a focus on driving production, pipeline management and process improvement.
- Create and inspiring team environment with an open communication culture.
- Delegated tasks and set deadlines & oversee day to day operations.
- Discovered training needs and provide coaching & provided leadership and direction to ensure high performance from the team.
- Actively tracked timeline & progress of transaction coordinator, on boarding and training.
- Handled escalations, managing & monitoring overall performance metrics.
- Better Real Estate
Global Operations Manager
Zones LLC
Noida
02.2021 - 12.2021
- Provided inspired leadership for the Global Operations.
- Made important policy, planning, and strategy decisions.
- Developed, implemented, and reviewed operational policies and procedures.
- Assisted HR with recruiting when necessary, monitoring internal HR system & ensuring compliance.
- Helped promote a company culture that encourages top performance and high morale.
- Oversaw budgeting, reporting, planning, and auditing.
- Worked with senior stakeholders to analyse reports for weekly, monthly, quarterly, and annual metrics.
- Worked with the senior leadership to determine values and mission, and plan for short and long-term goals.
- Identified and address problems and opportunities for the company.
- Built alliances and partnerships with other organizations.
- Tactically assessed and deployed resources to meet targeted execution dates.
- Review and evaluate, on a continuing basis, the team’s performance. Motivate and create a positive work environment. Includes setting quarterly goals, conducting reviews, and establishing individual development plans.
CDS Team SME
British Telecom
05.2015 - 01.2021
- Lead a team of CDS Associates to ensure necessary SLAs are met.
- Captured data associated with SLAs and provide necessary reports to Leadership.
- Conducted performance monitoring and reviews and setting performance goals from this.
- Involved in process improvement initiative such as LEAN or Six Sigma projects to drive process improvements.
- Identified training and development needs of the team and liaised with the training process specialist for the fulfilment of these where appropriate.
- Coached and supported new team members to help them meet the required standards.
- Acted as ‘shift cover’ supervisor for different teams to ensure their ongoing performance.
- Ensured regular communication with team through team meetings, one to ones and day to day contact.
- Managed a contract operationally and accountable for SLAs for the team.
- Prepared and provided Service Operations reports and analytics for performance and quality management reports.
- Involved in direct interactions with customers, Business Managers, and the Delivery Team.
Senior Financial Analyst
Royal Bank of Scotland Group
Gurgaon
09.2011 - 07.2013
- Handled and rectified daily A/P processes and managing vendor/supplier relations.
- Addressed the escalated issues from employees and vendors regarding accounts payable.
- Presenting KPI data/reports as well as accounts payable data to the management as and when required.
- Providing monthly review of received-not-invoiced (RNI) reports for correctness, completeness, and accuracy.
- Reconciled monthly vendor statements & resolved differences by working with vendors/departmental contacts.
- Responded to inquiries from internal and external customers (employees, department managers, and vendors).
- Handled banking activities including voids, stop payments and research.
- Analysed employee expense reports/claims forms for accuracy and processed payments.
- Suggested process improvements to secure prompt and regular receipts for the organization.
Finance Coordinator
Agilent Technologies Pvt Ltd.
Manesar
11.2009 - 07.2011
- Played a key role in handling daily A/P processes, managing vendor/supplier relations as well as overseeing the timely, accurate processing of invoices, purchase orders, expense reports, credit memo and payment transactions.
- Actively addressed escalated issues from employees and vendors regarding accounts payable; and ensured accurate and compliant A/P files and records in accordance with company policies and government regulations.
Education
MBA - Finance
IBS Gurgaon
01.2009
M.Com -
Himachal Pradesh University
01.2006
B.Com (Pass) -
Delhi University
01.2004
Class 12th - CBSE Board
Sumer Mal Jain Public School
New Delhi01.2001
Class 10th - CBSE Board
Sumer Mal Jain Public School
New Delhi01.1999
Skills
- ITIL Foundation Certified
- Certified Lean Practitioner
- Stakeholder Management
- Resource Forecasting
- Customer Experience
- Budgeting
- Forecasting
- Communication
- Resourcing
- People Management
- Performance Management
- Process Improvement
- Stakeholder Engagement
- Service Reviews
- Team Coaching
- Data Driven Analysis
Target Position
mid to senior level assignments in Business Operations
Timeline
Service Delivery Team Lead
British Telecom
05.2022 - Current
POD Manager
Better
01.2022 - 03.2022
Global Operations Manager
Zones LLC
02.2021 - 12.2021
CDS Team SME
British Telecom
05.2015 - 01.2021
Senior Financial Analyst
Royal Bank of Scotland Group
09.2011 - 07.2013
Finance Coordinator
Agilent Technologies Pvt Ltd.
11.2009 - 07.2011
MBA - Finance
IBS Gurgaon
M.Com -
Himachal Pradesh University
B.Com (Pass) -
Delhi University
Class 12th - CBSE Board
Sumer Mal Jain Public School
Class 10th - CBSE Board
Sumer Mal Jain Public School