Summary
Overview
Work History
Education
Skills
Timeline
Generic
Gaurav Malik

Gaurav Malik

Manager - Operations / Client Relationship / Project Management
Faridabad

Summary

· Collaborative leader with dedication to partnering with co-workers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

· Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

· Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

· Thorough Professional with proven track record of generating and building relationships.

· Managing projects from concept to completion. Design strategies and leading cross-functional team to bring about fundamental change and improvement in Strategy, Process and Profitability.

· Well versed in understanding Client Requirements, Handling Complex Projects, Creating Solutions & Strategies.

· Vast Experience in Healthcare, Banking Operations and Project Management.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Manager

Concentrix
08.2021 - Current
  • Worked for the Biggest Bank in UK
  • Process assessments (Due diligence), Process Mapping were part of delivery
  • Worked towards driving continuous improvement during migration to achieve positive VOC
  • Designed approach as per the client/ process requirement
  • Worked on Current and future state process mapping
  • Studied As-Is state, mapped the process, prepared To-Be process map for execution
  • Designed solutions implemented seeking technology help
  • Developed/maintained detailed project plans alongside managed project deliverables
  • Worked across client setup and have institutionalized captive setup
  • Acquired Relationship Manager Role, responsible for deliverables during Business Transition and BAU thereafter
  • Managed a span of 250 employees
  • Responsible for daily deliverables to the client
  • Timely closure of tasks basis timelines
  • Coordination with various functions (HR, Compliance, Operations and QA) for timely closure of deadlines
  • Adhoc Project management
  • Deputy Manager www.resumekraft.com
  • Coordination with various functions (HR, Compliance, Operations and QA) for timely closure of deadlines
  • Adhoc Project management

Deputy Manager

EXL Services
08.2013 - 07.2021
  • Assessing Current State, Resources, Facility Readiness, Technology feasibility were part of my assigned role
  • Coordinating with various functions (HR, Compliance, Operations and QA) to drive transitions plan ensuring completion within allocated time and budget
  • Studied As-Is state, mapped the process, prepared To-Be process map for execution and got the designed solutions implemented seeking technology help
  • Led Projects for E-learning modules creation
  • Worked with several stake holders, departments and Vendor in sync to get e-learnings created well within specified/defined timeline
  • Developed/maintained detailed project plans alongside managing project deliverables
  • Completed LSS project with total saving of close to Million dollars for Facilities function at current organisation
  • Training time reduction (Speed to Competence) for an associate to come live, by means of a LSS project, in
  • Client Operations
  • Mentored Several Six Sigma Green Belt projects
  • Led SSAE 16 audit for quality function for 2 consecutive years
  • Played a Pivotal Role while doing TRANSITION of a Process to a remote site
  • Working on a P2P redesign project
  • Managed Project scope, change control and escalating issues, wherever necessary
  • Organized Project activities which require interdepartmental meetings and communication ensuring completion of project on schedule and within budget
  • While being aligned to a project, Liaison with Business, Quality, Compliance for various functioning and establishing the requirement gathering meetings
  • Monitoring project from initiation through delivery, interfacing with customers or department personnel
  • Worked for a leading US Insurance company managing a team sized 40+ associates at a given time
  • Responsible for team's target delivery on daily and monthly basis
  • Introduced several quick solutions to boost associate's productivity
  • Have been a sole SPOC across organisation for couple of initiatives been run at EXL.

Senior Team Leader

Patni
Igate
05.2008 - 07.2013
  • Worked for a leading Care Management Company in US healthcare
  • Engaged in multi-responsibility role of a trainer, Lead auditor and Operation Team Lead
  • Responsible for all deliverables for the process
  • Managed a span of 25+ employees
  • Reported directly to Operations VP
  • End to End campaign management was an added responsibility, as and when we had a special drive conducted
  • Responsible for brainstorming solutions for a process, to sustain continuous improvement
  • Ensured proper Query Management System in place and all reports published as agreed
  • Responsible for All People Management aspects/issues while co-ordinating with several support functions in the organisation.

Customer Care Executive

IBM Daksh
08.2007 - 04.2008
  • Being part of customer service team, i took calls for a leading Internet and Digital service provider in UK
  • Initiated requests for an on-site engineer visit
  • Link Contact no
  • With Customer Demographics
  • Changing plans as per request received

Customer Care Officer

Convergys India
08.2006 - 07.2007
  • Took calls for one of the biggest Credit Card companies in US market
  • Ensured to provide First time resolution to all customers
  • Met all targets for every month throughout my term at the organisation.

Education

MBA - undefined

Sikkim Manipal University
05.2013 - 07.2015

MBA - undefined

Dyal Singh College, Kurukshetra University
08.2003 - 06.2006

Bachelor of Science - undefined

Skills

Strong project management skills, including the ability to develop and implement project plansundefined

Timeline

Manager

Concentrix
08.2021 - Current

Deputy Manager

EXL Services
08.2013 - 07.2021

MBA - undefined

Sikkim Manipal University
05.2013 - 07.2015

Senior Team Leader

Patni
05.2008 - 07.2013

Customer Care Executive

IBM Daksh
08.2007 - 04.2008

Customer Care Officer

Convergys India
08.2006 - 07.2007

MBA - undefined

Dyal Singh College, Kurukshetra University
08.2003 - 06.2006

Bachelor of Science - undefined

Gaurav MalikManager - Operations / Client Relationship / Project Management