MANAV BHATIA
Rohini
Overview
7
7
years of professional experience
Work History
Assistant manager
Genpact
03.2024 - Current
- Traveled onsite to the US to establish and standardize FinTech support operations, ensuring alignment across operations, quality, and business processes.
- Implemented consistent performance metrics (CSAT and Quality Scores) to align US operations with clients delivery standards.
- Partnered with US leadership to ensure clear understanding of client requirements, service expectations, regulatory and compliance considerations
- Experience of working for Fintech Client and handling team size of 15-20 associates
- Experience of managing team's shrinkage, performance, coaching, engagement, internal disputes, logistics and other issues
- Conducting calibration sessions and attending WBR session
- Working on metrics Resolution rate and FCR.
- Managing Line Adherence and coordinating with other teams to make sure it is managed efficiently.
- Actively participated in WBRs and MBRs, ensuring clear communication of weekly and monthly performance metrics, insights and agreed upon action plans
- Assisted in recruitment and selection of new team members.
Process Specialist
Cognizant
05.2019 - 03.2024
- Experience of handling Chat and Phone Channel
- Managing a team of 10-15 CSR, analyzed current processes and identified areas of improvement, resulting in increased customer satisfaction.
- Coaching and Training to new associates, Calibration with other QAs, SMEs and TLs for the predefined or set parameters, implementing action plans effectively.
- BQ management, Managing Shrinkage, Attrition and overall performance for the team.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Education
M.B.A/PGDM - Marketing Management
NMIMS
Pune01.2022
Bachelors in Technology - Mechanical
M.D.U
Rohtak07.2016
Skills
- Team Handling
- Metrics
- Data Analysis
- MS Excel
- Google Sheets
- PPT
- Communication
Projects
Impact of Social Media On Consumer Buying Behavior, Studied about how Social Media is Impacting Consumer Buying Behavior. Collected Data from people of different age groups and how their behavior is affected by distinct brands shown on social media., shorturl.at/nzHQ7
Languages
- Hindi
- English
- Hindi
Accomplishments
Best Team Lead, Q3-2025- Achieved best numbers in client metrics
Affiliations
Conducted Team Outing for better bonding and team building
Timeline
Assistant manager
Genpact
03.2024 - Current
Process Specialist
Cognizant
05.2019 - 03.2024
M.B.A/PGDM - Marketing Management
NMIMS
Bachelors in Technology - Mechanical
M.D.U