Jabber Khan
Senior Assistant Manager
Bengaluru,KA
Summary
Enthusiastic Senior Assistant Manager with 12+ years of experience working with Voice & Non-Voice LOBs in Domestic and International process in BPO, e-commerce business, technical support and Life insurance claims process. Proficient at critical problem solving. Successful at monitoring workers for long hours and detailed data-entry.
Looking forward to work with a progressive organization offering a long-term growth and potential opportunities to develop my skills for the benefit of the Organization.
Overview
12
12
years of professional experience
Work History
Senior Assistant Manager
WNS Global Services Private Ltd
11.2021 - Current
- Led a team of 30+ Associates, Sr. Associates and Leads, ensuring efficient task completion and professional development.
- Oversaw daily operations to meet performance, quality and service expectations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
- Did process walk throughs and Value Stream Mapping to reduce the repetitive tasks and passed back efficiency by getting more work/projects from clients.
- Delivered top-notch customer service by addressing concerns promptly and maintaining open lines of communication with clients.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed multiple projects concurrently, ensuring on-time and on-budget delivery.
- Spearheaded the adoption of new technologies to improve overall operations and efficiency.
- Collaborated with cross-functional teams to drive business objectives and ensure project success.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted regular performance evaluations, providing constructive feedback and setting achievable goals for team members.
- Supervised and evaluated team to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained associates and equipped to comply with company policies and procedures.
- Conducted weekly meetings to motivate Leads, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Supported senior management by providing data-driven insights for strategic decision-making processes.
- Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
- Mentored team members to enhance professional development and accountability in workplace.
- Good with planning schedules and delegating assignments to leads to meet coverage and service demands.
- Assisted manager by giving insights of the process and teams productivity during budgets and allocated resources.
Process Lead
AXA Business Services Private Limited
07.2015 - 10.2021
- Worked in different LOBs of Voice, Non-Voice, Escalation and technical support in insurance process.
- Conducted root cause analysis, facilitating prompt resolutions to production-related issues or bottlenecks.
- Mentored junior team members, providing guidance on best practices and contributing to their professional development.
- Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Streamlined processes by identifying inefficiencies and implementing improvements for increased productivity.
- Optimized resource allocation, ensuring the right personnel were assigned to appropriate tasks for maximum output.
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.
- Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
- Implemented new process technology, improving overall efficiency and reducing costs.
- Scheduled appropriate number of employees to complete production line tasks.
- Reduced waste in production by closely monitoring operations and making necessary adjustments.
- Delivered quality assurance by enforcing strict adherence to established guidelines and conducting regular inspections of final products.
- Reported on findings and made proactive and targeted recommendation to senior leaders.
- Prepared reports and technical documentation of day-to-day production processes.
Sr CSR
Flipkart Internet Private Limited
03.2014 - 02.2015
- Handled customer concerns and resolved their queries to provide on call resolution
- Worked in different LOBs Voice, Non-voice, Escalation and Sales
- Worked in technical process as a part of company requirement.
Sr CSR
First Source Solutions Private Limited
04.2012 - 12.2013
- Handled customer concerns and resolved their queries to provide on call resolution
- Worked in Idea customer care voice process as CSR
- Worked as SME and supported the process lead in managing the team in their absence.
Education
B-com -
Bangalore University
Bengaluru, India2nd year PUC -
Al-Ameen P.U College Bangalore
Bengaluru, IndiaSSLC -
Silicon City High School Bangalore
Bengaluru, IndiaSkills
Process Documentation
Lean Six Sigma
Leadership trained
Customer Focus
Analytical Skills
Workflow Planning
Risk mitigation strategies
Teamwork and Collaboration
Project Management
Process and Performance Improvement
Problem-solving abilities
Production Optimization
Relationship Building
Time management abilities
Automation Support
Goal Setting
Accomplishments
- Successfully managed the programs to achieve reward status consistently for 8 months in CSAT for inbound telecom business
- Successfully achieving all the self & Process KPI’s
- Have been rewarded as the quality star in telecom process.
- Successfully managed the programs to achieve reward status consistently for 12 months in CSAT, Resolution, Quality and OCR for inbound telecom business.
- Have been rewarded with the best trainee award in the AXA.
- Have been the best team member and best team lead in the current process in AXA.
- Currently working as a Process lead for a complex AXA life insurance death claim process.
Personalattributes
Ambitious, accepting challenges, quick learner, ability to work in a team oriented and collaborative environment
Personal Information
- Date of Birth: 02/21/1992
- Gender: Male
- Marital Status: Single
Languages
English, Kannada and Hindi
Disclaimer
I hear by declaration that the information given is true to the best of my knowledge and belief.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Assistant Manager
WNS Global Services Private Ltd
11.2021 - Current
Process Lead
AXA Business Services Private Limited
07.2015 - 10.2021
Sr CSR
Flipkart Internet Private Limited
03.2014 - 02.2015
Sr CSR
First Source Solutions Private Limited
04.2012 - 12.2013
B-com -
Bangalore University
2nd year PUC -
Al-Ameen P.U College Bangalore
SSLC -
Silicon City High School Bangalore