Karan Patil
Pune
Summary
Overall experience of 15 years in Mphasis. Accomplished Unit Manager - Operations with extensive experience in coaching, developing team members, and driving performance at Mphasis in Pune, India. Proven expertise in policy implementation, resource management, and strategic planning. Demonstrated success in managing end-to-end product/process knowledge and ensuring compliance with regulatory policies. Adept at conducting performance evaluations, process improvements, and KPI monitoring to achieve organisational goals. Notable achievements include successful transitions of new business for insurance domain projects and maintaining high service quality standards. Career goal: To leverage strong team management skills and insurance domain experience to drive operational excellence and contribute to organisational growth.
Overview
15
15
years of professional experience
Work History
Unit Manager - Operations
Mphasis
Pune
01.2019 - 12.2024
- Coaching and developing team members to drive performance and behaviors, including providing the services in accordance with the performance standards and the service levels.
- Dealing with cases escalated by team members and clients.
- Complete end-to-end understanding of product/process knowledge.
- Ensuring that team members comply with all client and Mphasis regulatory policies and procedures.
- Comply to all ISO & ISMS related protocols.
- Facilitating flow down of information (e.g., policies, procedures) to all Team members.
- Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process.
- Conducting coaching and feedback session for team members.
- Maintaining staffing requirements as specified from time to time.
- Controlling attrition through employee engagement activities.
- Ensuring alignment between the client and Mphasis by regularly attending calibration and coaching excellence sessions.
- Monitoring results and KPI data to drive performance and team member behaviors, including team goals.
- Conducting periodic appraisals of team members.
- Publishing daily, weekly, and monthly reports.
- Engage with different departments within the organization (HR, Recruitment, Admin, Transport, etc.) to ensure the smooth functioning of the process.
- Monitored customer feedback to improve product quality and services offered.
- Adhered to company-wide policies regarding confidentiality of information.
Assistant Unit Manager - Training
Mphasis
Pune
05.2016 - 01.2019
- Gained extensive experience over a span of 6 years in training.
- Successfully facilitated business transitions for insurance projects during four visits to clients in Texas and Arizona.
- Develop and implement comprehensive training programs, including initial training, reinforcing training, and training on updates.
- Communicate all process and client changes within specific timelines in compliance refresher meetings and huddles.
- Monitor, identify, and resolve performance, behavior, and attendance issues using prescribed performance management techniques.
- Creating assessments and deep checks based on the developed content.
- Updating training dashboards and other reports on a regular basis, and presenting them to the clients and operations.
- Maintain communication with the Training Manager and be a link between the trainees, Sr. Trainers and the managers in operations.
- Responsible for creating and developing the training materials.
Associate and Sr. Process Trainer
Mphasis
Pune
09.2009 - 04.2016
- Identified and resolved customer needs promptly and efficiently.
- Developed training programs for new hires, harnessing expertise to create relevant materials and guides.
- Analyzed data to identify trends and inform strategic decisions for business growth.
- Collaborated with cross-functional teams to deliver project requirements on time and within budget.
- Provided exceptional customer service, resolving queries promptly to maintain high satisfaction levels.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Developed and improved assessments systems for instructor, course and student performance evaluations.
- Collaborated with subject matter experts to create content for courses.
Education
Masters In Personal Management - Human Resources Management
Pune University
Pune, IN-MH10-2013
Bachelor of Science - Computer Science
Shivaji University
Kolhapur, IN-MH03-2009
Skills
- Experience in insurance operations
- Experienced in US Mortgage Insurance Policies
- Proficient in Voice - Outbound Operations Metrics
- Policy implementation
- Optimized Resource Utilization
- Advanced Microsoft Office Skills
- Effective Team Leadership
- Coaching Principles Expertise
- Strategic Workforce Planning
- Risk assessment
- Strategic planning
- Proficient Interpersonal Communication
- Performance evaluation
- Process improvement
- Key Performance Indicator monitoring
Accomplishments
- Got certified as a lead Trainer for Mphasis by Clients at client location (Mesa
Arizona, US) and did the successful certification transition for other trainers at
Mphasis. - Traveled 4 times at client location (Texas & Arizona, US) and has done
successful transitions of new business for Insurance domain projects in
Mphasis. - Done successful transition of 81 different queues across multiple lenders and
helped the business to grow with two new LOB's. - Approved US Visa for 10 years.
- I'm proud to have received the 'Best Manager' award for consecutive quarters, demonstrating my ability to consistently deliver high-performing results through effective team management. This recognition validates my leadership skills and commitment to driving excellence within my team.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Timeline
Unit Manager - Operations
Mphasis
01.2019 - 12.2024
Assistant Unit Manager - Training
Mphasis
05.2016 - 01.2019
Associate and Sr. Process Trainer
Mphasis
09.2009 - 04.2016
Masters In Personal Management - Human Resources Management
Pune University
Bachelor of Science - Computer Science
Shivaji University
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