Durgadharshini Alagar Samy

• Handled Domestic and International BGV operations for verifications Employment, Education and Ministry of Manpower Singapore Education Verification.

• Reviewing the process flow, standard operating procedures, employer database and helping the team in understanding the report and how to proceed further.

• Lead a team of 20 direct agents

• Improved Operations through process enhancements. system improvements which increased delivery footprints

• Conducting daily standup's, giving KRA, monthly performance rating to the team which will have impact in the appraisal

• Conducting best practice session on Time Management, Leave and Attendance, Attrition Management, ARM Grid, Task list, Governance, Internal Audit

• Handled End-to-End Service Delivery of BGV Operation which includes voice and Non voice process
• Coordinating with all the Internal Stakeholders like, CSR team, Implementation Team, IT team, Vendor Management team
• Handled Domestic and International BGV operations including Order Setup, Data Entry, Initiation, follow up with BGV vendors, confirmation, Report Writing for verifications like Criminal, Employment, Address, MVR, ID & Misc, Education, Reference, Drug Test
• Reviewing the process flow and helping the team in understanding the report and how to proceed further
• Lead a team of 105 indirect agents, 3 direct Team leads Improved Operations through process enhancements
• Conducting daily standup's, giving KRA, monthly performance rating to the team which will have impact in the appraisal
• Conducting best practice session on Time Management, Shift Planning, Leave and Attendance, Attrition Management, ARM Grid, Task list, Governance, Internal Audit
• Successfully completed 3 process improvement projects
• Transitioned 15 clients from pilot to go live
• Each included transition management, knowledge transfer, process-re engineering
• Worked collaboratively with client-side managerial counterparts to plan and deliver the global business service solution
• Designed and implemented KPI audit framework and global business operating model which includes governance
• Conducted recruitment for Agent level & Lead level positions and effectively coach to develop and retain staff
• Evaluated Team Lead's performance and makes recommendations for pay increase, promotions, terminations
• Verification Team: Managed In and Outs in the verification team and been as a SME in verification domain, ensured there are no delays or escalations by communication proper under my supervision
• Vendor Management: Helped reducing the Turn around Time and smooth transition
• Insufficiency Management: Observed and delivered it directly under my supervision to avoid delays
• Report Writing: Ensured final report is being triggered to the client before given TAT
• Implemented Power Hour concept which has increased 50% of production during peak hours
• Provided numerous thought process for BGV platforms and implemented the some of it
• Conducted Project level Cultural event as team building activity which streamlined attrition % and set as an example for the other projects across organization
• Handling End-to-End Service Delivery of BGV Operation which includes documents collection, Initiations and Follow up vendor till closures
• Coordinating with all the Internal Stakeholders like, Verticals Leads, Recruiters, IT team and Vendor to ensure the timely delivery
• Conducting Interviews and Performing BGV for Internal Hirings in-house
• Helped team in creating the trackers and Reports for tracking the KPI and performance
• Providing consultation on the BGV reports and guiding the Internal stake holders with the BGV compliance