Gayathri R
Bengaluru
Overview
14
14
years of professional experience
Work History
Team Leader - Operations
One Savings Bank India
Bengaluru
03.2023 - Current
Mortgage Servicing Team Leader
- Resource Planning: Ensure appropriate staffing levels and coverage at all times.
- Customer Journey Oversight: Act as custodian of customer experience and outcomes.
- Work Management: Plan daily tasks to meet service level agreements (SLAs).
- Process Documentation: Maintain and review all processes according to internal standards.
- People Management: Conduct one-on-ones, manage conflicts, and resolve people issues.
- Risk Management: Collaborate with the Risk function to promote awareness and accountability.
- Root Cause Analysis: Analyze key metrics to drive process efficiencies and reduce errors.
- Coaching and Development: Manage performance, conduct training needs analysis, and oversee recruitment.
- Knowledge Management: Maintain process knowledge and drive upskilling initiatives within the team.
- Continuous Improvement: Lead efforts to simplify processes and enhance customer experience.
- Training Opportunities: Identify and manage training for handling vulnerable customers and complaints.
- Issue Management: Proactively raise concerns to prevent business disruptions.
- Reporting: Prepare and manage process reports, dashboards, and management information systems (MIS).
- Change Management: Communicate process updates and oversee implementation of changes.
- Stakeholder Management: Address customer and stakeholder complaints in a timely manner.
- Compliance: Maintain compliance standards and complete mandatory training.
- Deputization: Support management as needed and ensure effective communication.
Assistant Manager - Operations
Coforge Pvt Ltd
Bengaluru
07.2022 - 03.2023
- Manage and review operations reports both internal & external
• Manage Project Revenue, Manpower and Profitability for processes and take necessary actions to meet required targets
• Reviewing monthly performance of team leads & the team members and appraising them
• Control attrition & absenteeism for te process to run smoothly
• Monitor and improve the performance of the team in terms of productivity, Process adherence, customer satisfaction, schedule adherence and employee satisfaction and development
• Coordinate amongst the team and build relationships. Manage the team effectively and become a successful coordinator between the assign team internal/external - The Hiring of resources during ramp and backfill
• CBI (Competency-Based Interviewing) for identifying the right resource
Assistant Manager -Operations & Partner Management
Shopee India
Bengaluru
10.2021 - 04.2022
- Leading the India Partner/Vendor Leadership with multiple BPO partners to drive end-to-end Operation life-cycle from delivery against SLAs, User Experience, Quality, Policy, Training, Transition to Project management
- Collaborating with multiple outsourced vendor partners and different sites to manage customer service delivery across Email and Chat service
- Coordinating with cross-functional teams of Logistics, payments, BD, listing etc. for end-to-end resolution and SOP formulation.
- Analyzing CSAT trends and driving the performance for in-house and BPO agents.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Communicate performance-related indicators to the team and management through relevant and timely reports
- Operations responsibility includes managing the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)
- Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development
- Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching
Assistant Manager
Concentrix Daksh Pvt Ltd
Bangalore
12.2010 - 04.2021
- Responsible for delivering agreed-upon SLAs with the client (AHT, CSAT) for a leading bank in the UK.
- Data Analysis to identify the current trend & way forward
- Internal WBR, and MBR to arrive at action plans
- Ensure Voice of Customer is captured and process improvement was suggested based on the analysis
- Quartile management to ensure minimal variance in performance
- Involved with teams to develop modules to automate outcomes for intent/ outcome and customer sentiments
- Customer Experience Engagement projects to reduce repeat customers and automation of the process
- Use different tools to enhance the customer journey and reduce TAT for customer issues and increase customer satisfaction
- Propose process improvement projects and drive the same
- Maintained minimal attrition compared to industry standards
- Conduct Coaching and Performance reviews of the team members
Education
Bachelor of Commerce -
Arunodhaya University
Skills
- Coaching
- Employee Evaluation
- Quality Improvement
- Complaint resolution
- Work Planning
- Team Supervision
- Teamwork and Collaboration
- People Management
- Goal Setting
- Performance Improvement
- Service Level Agreements
Accomplishments
- Awarded for center of excellent
- President's club award - Concentrix
Languages
Kannada
First Language
Timeline
Team Leader - Operations
One Savings Bank India
03.2023 - Current
Assistant Manager - Operations
Coforge Pvt Ltd
07.2022 - 03.2023
Assistant Manager -Operations & Partner Management
Shopee India
10.2021 - 04.2022
Assistant Manager
Concentrix Daksh Pvt Ltd
12.2010 - 04.2021
Bachelor of Commerce -
Arunodhaya University
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