Operations management
06.2024 - Current
- Handling span of 200+ FTE’s
- Managing various sub-processes of OTC- Contracts, Cash App, Billing, Collections, Credit Risk and Dispute Management
- Leading the client advisory calls for each of these areas
- Successfully transitioned and stabilized the OTC process within a span of 6 months
- Drive specific improvement projects like seat utilization as required by management team
- Maintained quality scores at 95% for all the teams from day 1 of go-live
- Running smooth Operation (Zero Surprises)
- Achieve full year SLA performance
- Responsible of attrition management and focus on regular capacity planning on timely basis
- Maintain focus on Business controls- 100% satisfactory internal/external audits
- Prepare WRMs and MRMs decks on the performance of the LoB and sharing with Client and top management during Business Reviews
- Prepared and reviewed DTPs, SOPs, and Training materials to help the client and hence reducing the client dependability for future trainings
- Interacting with business partners through regular conference calls to review performance, discuss key issues and develop strategic initiatives
- Responsible for doing half yearly and yearly appraisals
- Manage relationship with the internal stake holders and functions
- Provide advice and assistance to senior management in the planning, implementation and evaluation/modification to existing operations, systems, and procedure
- Manage overall personnel, performance, and discipline in the assigned areas
- Provide internal Quality audit support
- Review and analysis of periodic reports and metrics
- Responsible for identifying gaps in the current processes and improving them accordingly by following the change management procedure
- Work as single point of contact for all non-operations department and identify, evaluate and co-ordinate Operational, Admin, IT, and HR, etc issues
- Responsible for BCP
- Provide direction to staff; ensure resolution of problem; set priorities
- Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.
