Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Manoj Mujumdar

Manoj Mujumdar

Dombivili

Summary

Professional with strong background in SLA management, Team handling and stakeholder management, prepared to contribute effectively. Skilled in critical task management and operational oversight, ensuring mission efficiency. Known for strong team collaboration and adaptability, consistently achieving results.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Lead Mission Control Analyst

Teleperformance Ltd
01.2023 - Current
  • Design, Development and Management of MIS reporting.
  • Overseeing real-time performance, monitoring adherence to schedules, and taking corrective actions to meet service level goals.
  • Tracking key performance indicators (KPIs), preparing reports, and providing data-driven insights for optimization.
  • Identifying opportunities to improve WFM processes, implement new methodologies, and leverage technology.
  • Collaborating with operations and clients to understand requirements and ensure alignment on WFM strategies.
  • Leading WFM-related projects, such as system implementations or major process changes.
  • Managing employee schedules to meet service level agreements and optimize resource utilization.
  • Communicate data in a clear, concise manner to the RTA Team and Operations.
  • Use critical thinking to investigate and develop solutions to address adhoc issues.
  • Managing technical aspect of data evaluation.

Mission Control Analyst

Teleperformance Ltd
06.2023 - 07.2024
  • Design, Development and Management of MIS reporting.
  • Overseeing real-time performance, monitoring adherence to schedules, and taking corrective actions to meet service level goals.
  • Tracking key performance indicators (KPIs), preparing reports, and providing data-driven insights for optimization.
  • Identifying opportunities to improve WFM processes, implement new methodologies, and leverage technology.
  • Collaborating with operations and clients to understand requirements and ensure alignment on WFM strategies.
  • Leading WFM-related projects, such as system implementations or major process changes.
  • Managing employee schedules to meet service level agreements and optimize resource utilization.
  • Communicate data in a clear, concise manner to the RTA Team and Operations.
  • Use critical thinking to investigate and develop solutions to address adhoc issues.
  • Managing technical aspect of data evaluation.
  • Preparing and publishing keys reports.

Senior Executive

Teleperformance Ltd
01.2022 - 06.2023
  • Drafting and answering to client queries via chat and email.
  • Ensure client satisfaction & retention of clients.
  • Maintaining the SLA’s by delivering good productivity and giving importance to deadlines and urgent.

Deputy Manager

HDFC Life
12.2018 - 06.2019
  • Team handling skills and effective communication of tasks. Knowledge updates for self and team assessments for knowledge update.
  • Relationship management with Branches /vendors, to act as single point of contact for vendors and process owners for various issues.
  • Control and monitoring of process and implementation of new process. Initiate projects and function as team member for ongoing projects.
  • Co-ordination between process owners and vendors for various processes.
  • Preparing and executing various transitions of activities from in-house to vendor.
  • Scheduling regular Governance meeting with vendors and also internal stake holders.
  • Regularly monitoring and reporting of process TATS /deviations.
  • Following up with internal stakeholders and vendors to close various actionable.
  • Proactively come up with effective action plan to maximize process efficiency.
  • Ensure timely submission data and MIS to management.
  • To keep track of monthly provisions /Cost.
  • To coordinate with Legal and procurement for timely closure of contracts/amendments.
  • To keep track of changes in process and highlighted gaps.
  • Ensure best practices in day to day activity.
  • Coordination with process owners and to ensure regular creation/updation of process manuals.
  • Meet with regulatory guidelines for Demat and ensure compliance. Run control reports for identifying process miss in day to day activities.
  • Agile towards changes given by IRDAI and internal process changes.

Associate Manager/ Team Manager

Sutherland Global Services
03.2017 - 11.2018
  • Company Overview: Mumbai
  • Manage SLAs on Accuracy, productivity and TAT per agreed standards with internal/external stakeholders to ensure the smooth and efficient deliveries.
  • Keeping shrinkage and attrition for the team within the threshold limit.
  • Conducting yearly appraisal for the team.
  • Monthly one-on-ones with team members for performance review.
  • Responsible for managing available resources (people, process) effectively to ensure operational efficiency.
  • Maintain a day to day stakeholder interaction & develop relationship for constant flow of information on performance (daily, weekly, monthly), exceptions, expectations, process changes and new opportunities.
  • Responsible for setting goals for team, reviewing and giving timely and objective feedback to all teams with a view to identify skill and competency gaps and develop learning plans.
  • Responsible for ensuring an engaged workforce with a view of levels of engagement and ‘intent to stay’ of team.
  • Preparing MIS data for the team for the top management to review.
  • Fortnightly/Weekly operational review meetings.
  • Report & highlight exceptions on processes, people, policies and escalate decisioning on the same wherever required.
  • Ensure motivational programs are in place and encourage frequent recognitions.
  • Oversee and manage performance and service quality to guarantee customer satisfaction.
  • Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
  • Establish and maintain communication with clients and/or team members; understand needs, resolve issues and meet expectations.
  • Have always demonstrated leadership skills and have been able to take the lead in making improvements and resolving issues.


Process Leader (Prudential UK account)

Capita India Pvt Limited
05.2014 - 06.2016
  • Company Overview: Mumbai (Formerly known as Prudential)
  • Support a team of Full Time Employees providing customer service on processing of claims/servicing and leading them to meet agreed Service Level Agreement. Handled Attrition, Shrinkage, KPI and AHT for the team.
  • Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.
  • Achieve agreed performance levels.
  • Worked on Defined Contribution and Defined benefits pension process.
  • Managing projects as per business requirement.
  • Delivery and planning of training and/or coaching based on the need analysis and business need.
  • Maintain close working relationships with the onshore operations teams; to initiate and participate in process improvement initiatives/projects.
  • Performing the required percentage of process audits as per the Quality Assurance Procedures and assessing the levels of quality against the business requirements. To achieve the required audit targets for the process.
  • Identify areas to improve processes, make recommendations and achieve the highest levels of customer satisfaction.
  • Identifying Breaches and Complaints occurred in the process, complete root cause analysis and reports.
  • Conduct Product Knowledge Test monthly.
  • Deals with customer data, ethically and in accordance with FSA requirements.
  • Cascade changes in regulations and industry practices to the team.
  • Maintain and manage the Business Process Manuals for the process.
  • Process work transactions to agreed service levels and quality standards.
  • Complete performance management documentation in line with agreed timescales and in liaison with line manager.


Senior Insurance Executive (Prudential UK account)

Capita India Pvt Limited
06.2008 - 04.2014
  • Company Overview: Mumbai (Formerly known as Prudential)
  • Answering queries on call for UK customer and accordingly dealing with Pension quotations, Servicing and Claim request as per the request.
  • Issuing full policy details and to action claim request as per the request from client.
  • Worked on 20 different work types (for Servicing, Quotations, and Claims).
  • Act as a referral spoc for handling queries for the Claims, Servicing and Quotations.
  • Contacting the clients and giving the requested information and explaining the rules as per FSA guidelines and Maintaining the TCF (Treating Customers Fairly).
  • Maintaining the SLA’s by delivering good productivity and giving importance to deadlines and urgent cases.
  • Issuing accurate information to the clients by doing Data Protection checks and maintaining information security.


Customer Service Executive

WNS Global Services
08.2007 - 06.2008
  • Drafting and sending email to answer client queries.
  • Ensure client satisfaction & retention of clients.
  • Maintaining the SLA’s by delivering good productivity and giving importance to deadlines and urgent.

Education

B.COM - Commerce

K V Pendharkar College
Dombivali, India
03-2007

Skills

  • Contingency planning
  • Systems knowledge
  • Cross-functional coordination
  • Customer service
  • Teamwork and collaboration
  • Problem-solving
  • SLA compliance
  • Training and coaching
  • Issue escalation
  • Problem-solving abilities
  • Task prioritization

Accomplishments

  • Bagged award for the Best Associate Manager/ Team Manager for the quarter twice in 2018 in Sutherland.
  • Got rewarded as Shining Star Award for the Best Associate Manager/ Team Manager (Client award) in Sutherland.
  • Cleared (CF1) - Certified Financial Planning in UK financial services, regulation & ethics and (FA2) – Pensions administration exams from The Chartered Insurance Institute (CII) in Capita
  • Bagged Star of the Quarter Process Leader for 2015 in Capita.

Certification

Online Certification Courses from GWFM for scheduling, RTA and advanced excel

Languages

English
Upper intermediate (B2)
Hindi
Intermediate (B1)
Marathi
Intermediate (B1)

Timeline

Mission Control Analyst

Teleperformance Ltd
06.2023 - 07.2024

Lead Mission Control Analyst

Teleperformance Ltd
01.2023 - Current

Senior Executive

Teleperformance Ltd
01.2022 - 06.2023

Deputy Manager

HDFC Life
12.2018 - 06.2019

Associate Manager/ Team Manager

Sutherland Global Services
03.2017 - 11.2018

Process Leader (Prudential UK account)

Capita India Pvt Limited
05.2014 - 06.2016

Senior Insurance Executive (Prudential UK account)

Capita India Pvt Limited
06.2008 - 04.2014

Customer Service Executive

WNS Global Services
08.2007 - 06.2008

B.COM - Commerce

K V Pendharkar College

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Manoj Mujumdar