Manoj Kumar R
Banking Financial Services
Bengaluru
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Team Manager
Australia and New Zealand Banking Group Ltd
12.2014 - Current
- Highly collaborative with various stake holders from various geographies to achieve the common goal/fulfill the requirement.
- Effective change management by handling critical transitions of process from onshore and effectively manage this change without any SLA impact.
- Setting clear goals day in and day out and achieving the target and mapping the targets set by leadership teams.
- Continuously working towards development plans the team member by identifying the interest and skill set of each team members.
- Managing escalations and customer complaints.
- Effective change management.
- Ensure the process is audit and risk compliant.
- Assist with cross-skilling and staff development plans.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Snr Customer Services
First source Pvt Ltd
08.2011 - 11.2014
- Worked with customers to understand needs and provide excellent service.
- Increased customer satisfaction by resolving issues.
Delivery
Pizza Hut
06.2009 - 06.2011
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Addressed customer needs and made product recommendations to increase sales.
Education
B.Com -
Indo Aisan Academy
Bangalore 06.2008 - 04.2011
Skills
Root Cause Analysis
Hockey
- Represented State Level Hockey Tournament & Played for Dhanraj Ballal Hockey Academy.
- Was Captain for School Hockey Team.
- Played "C" Division Hockey League.
Accomplishments
· Winner at 2018 Year end Recognition Programme for overall ANZ
Project Name: Merchant Card Payments
There was continuous spike in the Merchant card payment volume for 6 months. Average monthly volume increased from 165 cases to 1489 cases, which was 4 FTE worth of daily effort. I was instrumental in identifying and co-ordinating to automate the process. Due to this the whole process of merchant garnishee was automated without any manual intervention.
Timeline
Team Manager
Australia and New Zealand Banking Group Ltd
12.2014 - Current
Snr Customer Services
First source Pvt Ltd
08.2011 - 11.2014
Delivery
Pizza Hut
06.2009 - 06.2011
B.Com -
Indo Aisan Academy
06.2008 - 04.2011
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