Jaideep Bhaskaran

• Responsible for managing Learning & Development, Process Training, Transaction Quality & Knowledge Management for the entire Org.
• Tested proficiency in designing and deploying the Transaction Quality framework encompassing the Compliance , Quality Monitoring and Continuous Improvement Framework , Specialization in designing FMEA's & PFCU framework to ensure higher compliance posture and data security across varied industry portfolios.
• Extensive expertise in developing, delivering & managing Corporate/Business Training Program's including organizing calendar trainings for coaching individuals, groups & management. Deploying of Gamification tools & AI based Technology tools into the structure of TTQ support.
• Proven expertise in handling Transition of multifold product lines from design phase, SOP building, Content creation, Knowledge base management across Offshore and Onshore programs.
• A modest understanding of Blockchain and Crypto domains . Learnings include Taxation, TDS structure.
• Handled large responsibilities of managing performance of In-house, Outsourced / Vendor Management. Expertise in handling larger teams >7000 employees and a team strength of >150 members . Vendor management includes performance management of critical output metrics viz (CSAT, CQ, CE, Compliance, Training & Knowledge levels)
• Possess excellent interpersonal, communication, organizational, coaching and mentoring skills with proven abilities of leading and motivating teams towards achieving organizational goals.
• Proficiency in managing the TQ&KM function across Banking & Financial Services , Telecom, e-Commerce, FinTech platforms , Crypto , Aviation, Consumer electronics and durables, Indian Stocks, Mutual Funds , Insurance, Healthcare (US and India) , Times shares, Gaming Industries & Accounting software.
• Assisting senior leadership in managing all aspects of operations.
• Communicate all capacity, sourcing and Technology gap and support continuous process and performance improvement for enhancing CX , robustness and compliance.
• Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential threats .
• Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
• Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.

• Strengthening Quality Management processes / framework to enhance quality delivery and performance management.

•. Working closely with CXOs, Directors, & VPs to ensure maximization of Revenue and Profits at Zonal and Program level and minimize Penalty

•. Accurately capture SLA/SLO metrics and KPI management by setting up / customizing processes to seamlessly meet client expectation at a National & Regional Level

• Enhancing process quality by using Error Trend Analysis, Root Cause Analysis and Brain-Storming Exercises with teams.

• Enable the system by bringing out of the box ideas and Process improvement initiatives. Drive Process control & Compliance in addition to managing Audit requirements (External & Internal Audits.)

• Work closely with the Client Leadership team on process enhancements and strategic level decisions that impacts their business and CX

• Proven expertise of setting up new lines of businesses from the seeding stage to post-production stage (BAU). Drawing transition plans and executing it within stringent timelines.

• Launched learning journeys with supporting processes and systems to measure and link capability improvement with business results.
• Identified and purchased next-generation skills programs to be corporately delivered.
• Identified opportunities for process improvements and created best practices.
• Created and implemented plan to harmonize, integrate and optimize skill-based training.
• Formalized coaching process and improved staff coaching skills.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Trained new hires to perform cross-training exercises with experienced workers.
• Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
• Developed and implemented comprehensive training program to increase employee productivity and morale.