Summary
Overview
Work History
Education
Skills
Languages
Awards
Training
Knowledge Of Applications
Personal Information
Affiliations
Timeline
AdministrativeAssistant
Gaurav Srivastava

Gaurav Srivastava

Gandhinagar

Summary

Proven expertise in problem-solving and teamwork with a strong focus on Business Development and Client Relationship Management. Currently managing Bank of Baroda FRMS and I4C departments, leading a team of 6 leaders and 91 associates.
Over more years of operational banking experience, including a current role as assistant manager at Tech Mahindra, enhancing digital banking security through effective fraud management. Skilled in KPI monitoring and process optimization, resulting in significant improvements in service delivery. Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

11
11
years of professional experience

Work History

Assistant Manager of Operations

Tech Mahindra
10.2022 - Current
  • Managed Bank of Baroda FRMS and I4C departments, overseeing 6 team leaders and 91 associates.
  • Leveraged expertise in Fraud Management System to enhance digital banking security.
  • Acted as nodal point in cybercrime prevention efforts, ensuring quality hygiene standards.
  • Reviewed 50 cases daily according to client specifications and provided timely reports.
  • Generated 10 comprehensive reports daily for client review and conducted management calls.
  • Facilitated motivational activities to reduce attrition and enhance hiring through referrals.
  • Led weekly staff meetings, establishing agendas and tracking action items.
  • Monitored KPI reports and directed team projects to elevate customer satisfaction.

Assistant Manager of Operations

First source Solutions Ltd
10.2021 - 10.2022
  • Managed Inbound and Outbound processes in collaboration with Sales department for Bank of Baroda's loan and retail operations.
  • Oversaw inbound service levels, monitoring call intervals and response times.
  • Conducted real-time break management to optimize call queues.
  • Scheduled and coordinated meetings to enhance team communication.
  • Performed employee performance reviews, providing constructive feedback.
  • Developed strong customer relationships through effective issue resolution.
  • Participated in recruitment and dismissal processes to maintain team integrity.
  • Ensured compliance with health, safety, and security regulations in workplace.

Process Leader (Senior Team Leader)

First Source Solutions Ltd
11.2017 - 10.2021
  • Planned workflows and tasks for teams to achieve objectives and meet deadlines.
  • Monitored performance regularly, providing feedback to team members for improvement.
  • Managed a team of 20 members, overseeing daily, weekly, and monthly activities.
  • Conducted one-on-one meetings to assess performance and clarify management expectations.
  • Performed floor walks to address escalations and resolve associate concerns.
  • Optimized processes by analyzing performance data, leading to percentage improvements in service delivery KPIs.
  • Reviewed daily calls from bottom associates, offering feedback on performance enhancement.
  • Presented on team bonding and effective resource utilization to strengthen collaboration.

Team Leader

Intelenet Global Services
07.2014 - 11.2017
  • Conducted floor walks to address escalations and resolve associate concerns.
  • Served as coach and mentor, assisting associates in their work processes.
  • Monitored calls taken by associates, providing constructive feedback.
  • Supervised team operations alongside Assistant Manager and Team Leader.
  • Delivered performance feedback to associates, motivating achievement of targets.
  • Analyzed team performance data to optimize processes, resulting in significant improvement in service delivery KPIs.
  • Developed business continuity plans to ensure consistent service delivery and effective crisis management.
  • Finalized contracts with legal team to facilitate targeted service delivery terms.

Education

M.COM -

Swami Vivekananda Subharti University
Meerut
12.2015

B.COM -

D.D.U Gorakhpur University
12.2013

DCA - Diploma Computer Application

IEIAT Institute
12.2013

H.S.C -

U.P Board
Allahabad
12.2010

S.S.C -

U.P Board
Allahabad
12.2008

Skills

  • Leadership skills
  • Time management
  • Communication skills
  • Problem solving
  • People management
  • Commitment adherence
  • Pressure handling
  • Client requirement management
  • Excel proficiency
  • Real-time challenge management
  • Fraud analysis and investigation
  • SLA management
  • Client relationship management
  • Typing speed
  • Quality improvement
  • Employee training and reviews
  • Data analysis and management
  • Motivational leadership
  • Operational planning
  • Revenue forecasting
  • Sales management and promotion
  • New employee hiring
  • Effective leadership
  • KPI monitoring

Languages

  • English
  • Hindi
  • Gujarati

Awards

  • Best Team Leader RnR Award, 11/01/16, Intelenet Global Solutions
  • Best Team Leader RnR Award, 07/01/19, First Source Solutions
  • Best Team Leader RnR Award, 04/01/21, First Source Solutions
  • Best Team Leader RnR Award, 05/01/21, First Source Solutions
  • Best Team Leader RnR Award, 07/01/21, First Source Solutions
  • Best Team Leader RnR Award, 08/01/21, First Source Solutions
  • Best Team Leader RnR Award, 09/01/21, First Source Solutions
  • Five month's 0% Attrition Appreciation Award, First Source Solutions
  • Best Assistant Manager Pat on the Back Award, 01/01/23, Tech Mahindra
  • Best Assistant Manager Pat on the Back Award, 04/01/23, Tech Mahindra
  • Best Assistant Manager Pat on the Back Award, 12/01/23, Tech Mahindra
  • Best Assistant Manager Pat on the Back Award, 01/01/24, Tech Mahindra
  • Best Assistant Manager Standing Ovation, 07/01/24, Tech Mahindra
  • Best Assistant Manager Standing Ovation, 10/01/24, Tech Mahindra

Training

  • Root Cause Analysis and customer Centricity from Intelenet Global Services
  • Strive Toward Excellence Program from First Source
  • Neo Leadership-Certification From First Source
  • Coaching & Feedback from Tech Mahindra
  • Soft Skill Training from Tech Mahindra

Knowledge Of Applications

  • SAS (Statistical Analysis System)
  • NCRP (National Cyber Crime Reporting Portal)
  • CFSP (Cyber Fraud Search Portal)
  • CMS (Card Management System)
  • Finacle
  • Feba Portal
  • Cisco
  • Seibel
  • I-Leverage (CRM)

Personal Information

  • Father's Name: Mr. Omprakash Srivastava
  • Mother's Name: Usha Devi
  • Date of Birth: 08/01/94
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Affiliations

  • Photography
  • Cooking
  • Sports
  • Travel

Timeline

Assistant Manager of Operations

Tech Mahindra
10.2022 - Current

Assistant Manager of Operations

First source Solutions Ltd
10.2021 - 10.2022

Process Leader (Senior Team Leader)

First Source Solutions Ltd
11.2017 - 10.2021

Team Leader

Intelenet Global Services
07.2014 - 11.2017

M.COM -

Swami Vivekananda Subharti University

B.COM -

D.D.U Gorakhpur University

DCA - Diploma Computer Application

IEIAT Institute

H.S.C -

U.P Board

S.S.C -

U.P Board

Similar Profiles

CREATE PROFILE
Gaurav Srivastava