MONIKA MISHRA

• Currently handling UK based South Staff's Water Billing Backend Operations project at Echo Managed Services India Ltd in the role of Team Manager.

Process

• Mday operation SLAs.
• Managing a Team of 20+ associates and responsible for day to day SLAs
• Taking pre-shift and post-shift briefs daily.
• Weekly Governance Meetings with the client to present operations reports.
• Conduct daily team meetings and process updates
• Create Monthly Individual Development Plan for associates.
• Annual team member appraisals and ratings.
• Providing training to the new joiners.
• Responsible for managing team absenteeism and attrition levels.
• Operations Reporting (Shift Start/Shift End/ IT downtime etc )
• Preparing Operations Dashboard
• Process improvement initiatives.
• Team building activities and ensuring team motivation levels.

• Organizing weekly conference calls and making presentations to Regional and ISCC Managers to make sure that all teams are on the same page and discuss various project related issues
• Responsible for making presentations for Upcoming updates on UKVISA
• Conduct online training sessions on various tools and services for Visa Application centre and International service contact centre
• Conduct physical training sessions for various processes and tools for Visa and Insurance domains
• Quality auditing of ISCC agent performance and provide weekly feedback on calls and e-mail handled by them
• Handling public website content changes, these changes are approved and requested by UKBA central team
• Auditing content work done by the associates and send them to production server, which are reviewed by applicants of over 100 countries
• Taking care of the HTML coding for English and other foreign languages (German, French, Spanish, Portuguese, Italian, Serbian, Arabic and Hebrew.)
• Taking care of Knowledge Management Centre Helpdesk server and SharePoint server which is the link between UKBA and VACs, ISCC and IT team
• Maintaining Webmail Report for tracking visa related queries
• Receive escalated e-mail enquiries and complaints from VAC (Visa Application Centre’s) and ISCC (Information Service Call Centre’s) via application WIS, to solve the customer immigration related queries.

• In Protective life insurance, Deliver life insurance introduction overview presentation to the new Joiners and the team on a regular basis
• Training new joiners and team on new process updates
• Processing Address Change, Ownership change and Beneficiary changes requests
• Conduct quality session for the team and update the error logs.

• Verifying and posting the game related Information in the official knowledge base and maintain forums
• Checking smooth functioning of the online Game features
• Searching bugs in the online Sony games and verifying the issue and forwarding them to developers to review (Development Track)
• Organize Live Events in the game for players and help them going into the game as a Game Master.