AJAY NAIR
Operations Expert
Bengaluru,Karnataka
Summary
16+ years’ experience gained in working with various organizations such as Convergys, Infosys, IBM Daksh and ANZ. Broad industry experience includes Banking, Finance & Accounts and Telecom Billing. An astute leader with 3+ years of team leading experience that required to strategize high performance and manage under performance. Ability to manage Team size of 10 - 25 employees and drive required performance targets. Meticulous Credit Analyst, excellent at juggling multiple tasks and working under pressure. An effective communicator with excellent analytical and inter personal skills Managed all banking operations and dealt with customer service issues Creating and improving process efficiencies to ensure operational best practice is achieved
Overview
14
14
years of professional experience
6
6
years of post-secondary education
5
5
Languages
Work History
Operations Expert
ANZ Operations & Technology
Bangalore, Karnataka
08.2021 - Current
- Providing accurate and up to date information on all active contracts within the team spread across Australia and India
- Providing support in vendor engagement and fulfillment of the resourcing requests of various projects running in Corporate Experience
- Collation and correlation of data from varied sources using available office tools
- Working with large data sets and summarizing and presenting information to the stakeholders in an insightful manner
- Supporting the operational process of billing and internal cost transfers/technology charge backs
- Inducting the new team members to the tech area and assisting them in setting into the team
- Ensuring compliance with the team members for key operational processes.
Credit Analyst
ANZ Support Services India
Bangalore, Karnataka
02.2013 - 08.2021
- Manage a team of approx
- Trained and supported assessors in Basic and Intermediate Excel.
- 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement
- Manage team performance and responsible for the overall development of the team
- Provide feedback on employee and team performance to the manager
- Manage and strengthen Client Relationship
- Ensure quality outcomes are delivered, in line with service levels to maximise satisfaction of the business owners
- Assist with development of Credit Skills across Credit Assessment and Credit Control teams
- Designed automated report to trend and calculate each month performance ranking of assessment officers and Managers
- Designed and maintained automated report for three different hubs
- Created basic VBA macros used to simplify routine tasks for end users
- Documented credit policy and processing requirements
Sr. Finance & Accounts Executive
IBM Daksh
Bangalore, Karnataka
12.2010 - 02.2013
- Managing leaves and allocating volumes of work to each team member
- Training & Mentoring: Conducting training for analysts on cash applications, collection & time sheet
- Quality Assurance: Ensuring delivery of quality in terms of reviewing the processing of other team members
- Cash Application, Collections, Refunds and Reporting & Analysis
- Responsible for preparation of Month End reports for Accounts Receivable
- Part of the reporting team Preparing Bad Debts Provision Report, Collection Report and Commission Report
- Negotiating and influencing clients to obtain the outstanding payments at earliest
- Proactively communicate and collaborate with clients to analyze information needed for quick clearing of payments
- Managing accounts receivable
- Chase/escalate all due unsettled balances which are pending
- Handling escalation calls
- Social concerns team coordinator: In addition to the above-mentioned core activities, was responsible for organizing & coordinating various activities in the unit & across the organization to empower team building & promote a sense of well-being
Process Executive
Infosys BPO
Bangalore, Karnataka
06.2007 - 02.2009
- Responsible for Auditing & Reviewing of emails and calls for the new associates
- Making sure the quality is met on all the calls and emails
- Validating new updates in the process and identification of improvement methods in the process
- Conducting huddles and giving the updates
- Auditing includes monitoring calls and emails and giving feedback to the associate
- Conducting regular process tests and keeping a track of the scores
- Analysis of process improvement plans to ensure that the associates get proper training and attention if required
- Liaising with clients to resolve any customer escalation or complaints
- Preparation of Recovery document for the client in case of overpayments due to incorrect billing
- Reporting of recoveries and unresolved audit issues to subject matter experts (SME’s) of the client’s company
- Handling a team of 15 associates during the nesting period
- Allocation of email volumes amongst the team members & preparation of audit summary for the sub processes
- Responsible for preparation of weekly reports
- Responsible for scheduling and conducting the training sessions for the new joiners
Process Executive
Convergys
Bangalore, Karnataka
10.2006 - 06.2007
- Handling queries of AT&T customers with regards to their billing
- High level of expertise in handling escalations
- Mentor new agents and help them come up the learning curve
- Strictly adhere to policies and core standards of Convergys
- Achieved learning curve way before expectation
- Member of the team which achieved: Best team in Quality / Best team in procedures / Best team with no Escalations
- Part of team which won Managing for value for two consecutive quarters.
Education
Diploma - Civil Engineering
Mumbai University
06.1999 - 10.2003
Higher Secondary - Science
IPCL School
06.1997 - 03.1999
Skills
Advanced Excel
Team Management
Training
Basic VBA
Accomplishments
- Secondary from IPCL School - Nagothane, Higher Secondary from IPCL School – Nagothane, Diploma in Civil Engineering from Mumbai University
- ERSONAL INFORMATION
- Ame: Ajay S Nair
- Ate of Birth: 20/08/1982
- Ex: Male
- Ationality: Indian
- Arital Status: Married
- Obile No: 9743111983
- Ermanent Address: #16, 7th Hills Garden, 5th Cross, Brindavan Layout, Vignan Nagar, Bangalore – 37, Karnataka
- Ersonal Traits, Adaptable with good leadership qualities, good problem-solving skills, determined with excellent oral and written communication skills, willingness to learn, ability to actively participate in teamwork.
Timeline
Operations Expert
ANZ Operations & Technology
08.2021 - Current
Credit Analyst
ANZ Support Services India
02.2013 - 08.2021
Sr. Finance & Accounts Executive
IBM Daksh
12.2010 - 02.2013
Process Executive
Infosys BPO
06.2007 - 02.2009
Process Executive
Convergys
10.2006 - 06.2007
Diploma - Civil Engineering
Mumbai University
06.1999 - 10.2003
Higher Secondary - Science
IPCL School
06.1997 - 03.1999
Motorcycling, Cycling, Photography, Traveling
An avid rider who likes to travel to off-beat places. Places which are less explored by people. Love to go on solo long rides and enjoy meeting new people, learning new things.
Cycling started as my fitness regime, which I got addicted to. Every morning riding for an hour or more is something that gets me going for the rest of the day.
Photography is a hobby that I am still struggling to master, love to capture nature and share it with my friends and family.
Motorcycling, Cycling, Photography, Traveling
An avid rider who likes to travel to off-beat places. Places which are less explored by people. Love to go on solo long rides and enjoy meeting new people, learning new things.
Cycling started as my fitness regime, which I got addicted to. Every morning riding for an hour or more is something that gets me going for the rest of the day.
Photography is a hobby that I am still struggling to master, love to capture nature and share it with my friends and family.