Jay Chalera

• Facilitated transition processes in finance, technology, operations, and governance.
• Collaborating with management to assess proposed changes.
• Drafted comprehensive transitional plans outlining project goals
• Facilitated workshops to inform staff of major company changes.
• Planned seamless transitions within budget constraints.
• Regularly updated all involved parties on progress status.
• Identified transition-related issues, providing swift resolutions
• Offered company-wide support during unexpected transitions like the loss of key personnel.
• To manage projects in accordance with project management or other agreed processes where these are more applicable.
• To lead and manage the project team or to support another Project Manager, to meet agreed objectives including timescales, customer needs, quality requirements and financial targets.
• Conduct regular project reviews and implement corrective actions.
• Be the single point of contact within HCL for project related issues.
• Monitor the pre-implementation phase and to take appropriate actions as determined on a case by case basis.
• Be the respondent for change management during the lifecycle of the project or to support another project manager in that role.
• Be the prime customer interface and customer champion during the lifetime of the project or support another Project Manager in that role.
• Ensure projects are monitored and reported against timescale, financial and quality targets.

Process Management:

• Deliver service desk support in a One-to-Many Solution factory model to global clients.
• Ensured SLAs and OLAs met or exceeded.
• Oversee engagement quality metrics, customer satisfaction, vendors.
• Handled complex internal and external customer issues.
• Designed staff development process for departmental needs.
• Collaborate with training team to address project training needs
• Managed team to oversee attendance, quality, productivity, and attitude of Contact Center employees.
• Streamlined escalation process for executive-level issues
• Detected performance discrepancies and formulated action plan.

Incident management:

• Identify and resolving incidents in a timely manner.
• Keeping relevant parties updated on the status of incidents.
• Developing and implementing processes and procedures for incident management.
• Overseeing the work of incident response teams.
• Escalating incidents as needed.
• Reporting on incidents and trends.

Problem Management:

• Gathering data on incident trends, hardware and software failures, and resource utilization and capacity issues.
• Analyzing these trends to identify potential problems and/or recurring incidents.
• Identifying potential solutions, assessing the impact of each, and evaluating alternatives.
• Putting strategies and processes in place to solve problems once and for all.

• Streamlined operational processes
• Overseeing numerous processes across different areas
• Gained experience in various domains
• Participated in opportunity identification and process transition
• Expertly handle quality, risk, and compliance requirements
• Guided employees toward heightened roles
• Handled team conflicts effectively
• Handled evaluation processes
• Managed and optimized processes
• Developing process controls to enhance efficiency
• Enhanced efficiency of workflows managed