Jatinder Thakur
Process Manager -Operations
Chandigarh
Summary
Process Manager with excellent track record in collaboration across departments to evaluate, design and implement business processes. Consistently improved processes and managed change among stakeholders using positive approaches. Well-established data analysis experience.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Process Manager
eclerx consulting Pvt. Ltd.
Chandigarh
03.2022 - Current
- Evaluated impact of process change on overall operation and determined return on investment.
- Drive sales numbers within different span by handling indirect reporting 75 resources
- For complete process of 280 resources ;Reward and recognition piece on monthly basis was getting designed, executed and awarded by me
- Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Associate Process Manager
eclerx consulting Pvt. Ltd.
Chandigarh
04.2016 - 03.2022
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Diagnosed and corrected issues with systems, components and controllers.
- Worked with senior leadership to complete under-budget management on complex issues.
- Managed personnel by implementing company policies, procedures, work rules and disciplinary action.
- Minimized lags by leading and scheduling personnel, boosting morale and implementing new protocols.
- Managed quality deliverables for more than 180 core agents with regular feedbacks with assigned resources
- Was product expert for core and quality dispute over any feedback
- Selected as most amazing APM on the floor during the tenure and awarded with WOW award
Senior Associate
eclerx consulting Pvt. Ltd.
chandigarh
04.2014 - 03.2016
- Worked varied hours to meet seasonal and business needs.
- Developed new sales opportunities through development and rollout of promotional plans.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment.
Junior Associate
Agilyst Consulting Pvt. ltd
Chandigarh
08.2011 - 03.2014
- Controlled costs by verifying expenses against budget amounts.
- Maintained team efficiency by keeping all equipment in excellent condition.
- Worked varied hours to meet seasonal and business needs.
- Recommended equipment upgrades to supervisor.
- Coached other team members on selling techniques and customer service tactics to meet daily sales goals.
- Answered incoming chats and processed incoming and outgoing mail to support office staff.
- Was awarded as Analyst of the year in 2013 and rewarded with many spot and quarterly awards
Education
Bachelor of Science - Computer And Information Sciences
DAV
Chandigarh 03.2006 - 04.2009
Skills
Strategic planning
Business planning
Staff Management
Planning and Coordination
Analytical and Critical Thinking
Business administration
Accomplishments
- Awarded number of times for implementing strategies which helps process to deliver better production numbers and quality
- Chosen as Analyst of the year -twice and APM of the quarter- 3 times
- Recently chosen as Extra mile associate process manager
- Completed white belt sigma project to improve deviation of errors between core and Quality teams
Timeline
Process Manager
eclerx consulting Pvt. Ltd.
03.2022 - Current
Associate Process Manager
eclerx consulting Pvt. Ltd.
04.2016 - 03.2022
Senior Associate
eclerx consulting Pvt. Ltd.
04.2014 - 03.2016
Junior Associate
Agilyst Consulting Pvt. ltd
08.2011 - 03.2014
Bachelor of Science - Computer And Information Sciences
DAV
03.2006 - 04.2009