Vivek Mailar

Data Operations - Manage a team consisting of 300+ remote analysts providing operational support for US & APAC region

• Work cross-functionally with product, analytics and technology departments to facilitate daily operations
• E2E support for the commercial team starting from cost quote to data delivery
• Managing renewals of key service and tools
• Analyze customer feedback, support metrics, and market trends to identify areas for improvement and innovation.
  
• Implementing and managing customer support software, ticketing systems, and CRM tools.
  
• Review all requests to hire, promote or fire employees.
• Prepare, recommended and controlled incentive plans to motivate staff towards targets.
• Supervise and mentored staff in 1:1 sessions, driving attainment of individual KPIs.
• Develop action plans to improve employee pulse survey scores.
• Conduct weekly, monthly reviews & quarterly town halls.
• Deliver 10% YoY efficiency improvement.
• Resolve problems proactively and decisively, applying business acumen and sound judgment
• Drive employee engagement & DE&I initiatives
• Serve as a co-chair for Asia Pacific Inclusion Impact Team promoting initiatives cutting across several business resource groups

Data Operations - Managed a team of 150+ analysts

• Identified future capacity and capability needs for successful project planning.
• Managed client expectations with professional, considered approach to projects.
• Created robust implementation plans for cross-functional programmes involving multi-disciplinary teams.
• Led and motivated project team to meet and exceed project KPIs.
• Reviewed performance against targets, appropriately identifying and managing risks and opportunities.
• Built collaborative working relationships with project teams.
• Interpreted critical path and actual versus planned activities to identify adverse trends and take corrective action.
• Applied successful project management techniques to enable delivery of 100+ projects annually

Investment Banking - Manage a cross-location team of 60 associates

• Provided operational support for high-volume financial institution
• Achievement of all monthly/quarterly KPI's though effective management
• Develop and implement process control procedures and recommend solutions to recurring operations problems
• Continuously develop product knowledge, aim to improve the service offered to our clients and processes to achieve efficiencies and manage risk
• Maintain reports and documentation as per ISO standards
• Ensure attrition percentage is under control
• Prepare incentive plans for the staff

Sales Voice Process-Managed a team of 30 agents

• Serving the sales operations function for a well-known Insurance company
• Achieve revenue targets and maintain optimum customer satisfaction scores
• Monitor and coach a team of sales executives to identify and match benefits to the customer
• Assist management on traffic control and call taking when needed
• Assist customers with concerns and requests
• Achieve sales target for the team
• Ensure proper documentation and communication of MIS reports
• Make recommendations to the technical underwriters on whether or not to take risks on board
• Analyze risks and take underwriting decisions over and above the associates.

Product Development Account Manager - Interact with the onshore client to understand the requirement and feed it back to the development team

Voice Process Agent - Handle, research, and resolve phone inquiries from customers regarding Insurance which include selling policies and servicing the existing policyholders