Maninder Singh Sardar

• Managed end-to-end project lifecycle of UGC operations for HTO Project
• Organized and led daily and weekly stand-up meetings to prioritize tasks and report on project progress/performance.
• Performed continual process improvement by collaborating with IT to integrate tools,to reduce manual effort .
• Analyze current and historical work volumes and patterns, handle time, productivity trends/patterns, quality metrics and all work requirements
• Reviewing cluster metrics weekly with all the leads individually to ensure it is met at team level and in turn at a shift level. If not met, looking for the root cause of it and the action plan to be implemented to mitigate it
• Client interaction on a weekly and monthly basis for every cluster to review operational metrics, updating stats on the relevant decks
• Drive leads to identify resources across all teams who can be up-skilled for different role/responsibilities and groom them to take up new challenges (whenever possible)
• Client delight measures - Brainstorming with all the leads to come up with value added service which will be helpful for the project.
• Worked in partnership with the HR recruiters, sourcing team & TAG team to recruit employees for various GDO locale programs and designed and facilitated the New hire onboarding training program.
• HTO Hiring Panelist for hiring related tasks/requests
• Develop staffing plan based on attrition trends, shrinkage, productivity & quality factors

• Handle a team of 30 associates including 5 SME’s catered across IN,AU,GB,US locales.
• Responsible for managing day-to-day operations of the team, including team support, scheduling, staffing
  and resource utilization
• Oversaw diverse responsibilities, including operations management, training coordination, SME guidance,
  and quality assurance to maintain high standards of performance
• Define action plans for both high and/or low performers, manage conflicts, up scale tech/soft skills &
  attrition
• Acted as the primary point of contact (POC) for clients, facilitating discussions and implementations related to operational and process changes
• Conducted daily feedback sessions to address performance gaps, provide guidance, and ensure continuous improvement

● Managed a Global RCA team of 10 analysts across sites, enhancing operational efficiency and quality.
● Analyzed business data to provide insights to Global Cluster Leads and identify improvement areas.
● Presented global quality trends to clients and developed intervention plans for accuracy improvement.
● Supported Site Leads and Global Cluster Leads, resolving escalations and improving project metrics.

● Conducted Root Cause Analysis (RCA) at a global scale to identify performance gaps and drive improvements.
● Performed 5Y analysis on business data to uncover critical trends and underlying issues.
● Delivered insights on ad-hoc projects, enabling targeted improvements and strategic decision-making.
● Identified risks and opportunities in quality programs, providing actionable recommendations for enhancements.
● Collaborated with the operations team to share trends and risk zones, facilitating focused improvement efforts.
● Produced Continuous Improvement (CI) and quality reports on a monthly, quarterly, and ad-hoc basis to track progress and guide initiatives.
● Investigated root causes of individual and cluster performance issues, promoting best practices and
knowledge sharing.

● Ensured adherence to accuracy and productivity SLAs by monitoring metrics and promptly addressing deviations; escalated process and tech issues to minimize downtime.
● Contributed to team and process improvement initiatives, collaborating with stakeholders to enhance efficiency and ensure timely, accurate data delivery.
● Conducted evaluations for new cluster injections, providing insights to streamline processes and align with organizational standards.
● Mentored new joiners, improving their functional knowledge and integrating them into the team for optimal performance.