Mukesh Chaudhary
Summary
Professional personnel with ~20 years of overall experience in Online Travel Industry (Lodging & Airline), Finance & Accounting, Telecom & BPO industry, Hiring/Resourcing with excellent skillset in driving business acumen and people handling.
Overview
20
20
years of professional experience
Work History
Assistant Vice President/SGM– Quality
WNS Global Services PVT. LTD.
Manila
06.2022 - 07.2024
- Handling end to end Quality process for multiple leading Global travel & Lodging partners(based out of Manila/ILO & South Africa sites)
- Enabling Internal/External stakeholders to ensure maintain Quality targets for assigned lines of business
- Analysis on VOC received from business and creating action plan to improvise on NPS scores
- Weekly connect with Client on the performance and call outs basis RCA’s/Quality audits done
- Conducting team huddles and rolling out regular Ring lights & Quick ACE updates with Operations team
Sr. Manager – Operations Lead | Finance and Accounting
Genpact
08.2019 - 06.2022
- Travelled to Australia and New Zealand for transitioning new FnA business in 2019
- Successfully transitioned the business for all Accounts Payables domain
- Working with stakeholders to ensure proper coordination to achieve the project targets & stabilization of new projects
- Analyzing As Is process to remove unnecessary procedures ensuring uniformity and standardization
- Organizing Monthly review with client on performance and observations/issues
- Regular client connects around process health check and other deliverables
- Continuous operational rigor with FLM’s around KPI’s and other pain areas
- Monthly reconciliation with onshore IT team on existing client ID for the entire process
Manager - Operations
10.2018 - 07.2019
- Working as Manager - Operations with one of the leading banking businesses
- Responsible for delivering quality outcomes with regular client meets on daily/weekly basis to ensure smooth business functioning
- Managing Quarterly client visits for the aligned business along with engagement activities in the business
OPS site lead /Business HR-corporate
JPR
11.2014 - 09.2018
- Worked as OPS site lead @ JPR handling Operations team
- Worked as HR-Corporate for all folks aligned in gateway build batches and responsible for their deployment in different businesses based out of JPR sites
- Coordinating with all business PO’s/HRL’s and RMX on their upcoming requirement vis a vis their forecasting for the year
- Driving channels to get right skillset within stipulated time and manage Cost Per Hire for Jaipur Hiring
- Taleo SPOC for Jaipur hiring - Managing entire hiring process through New Tool Implemented @Taleo
- Redeployment SPOC @ JPR site to coordinate and align bench folks against open business requirements per their skillset
Quality process manager
11.2011 - 10.2014
- Handling Quality process for PAN India DTH business for Airtel
- Analyzing and sharing monthly RCA basis score movements for Airtel Partner’s
- Responsible for LOB compliance (target basis) for entire North Hub
- Weekly calibrations with internal Quality to gauge quality for QA’s
Team Lead
Tech Mahindra
12.2007 - 10.2011
- Company Overview: Tech Mahindra was working in collaboration with the MTS, Jaipur
- Recently MTS has taken over RAINBOW, one of the finest network service providers in Rajasthan since 1996
- Tech-M is providing the back-end support to MTS
- Handling client requirement and raising Service Request and Change Request for the same
- Sending the Attendance tracker and Activity Tracker to the client on Weekly and Monthly basis for TechM employees at Jaipur
- SPOC for the first level escalations from the client as well in the team
- Assisting the Managers in meeting the process SLA’s on daily, weekly, monthly & quarterly basis
- Tech Mahindra was working in collaboration with the MTS, Jaipur
- Recently MTS has taken over RAINBOW, one of the finest network service providers in Rajasthan since 1996
- Tech-M is providing the back-end support to MTS
AEGIS BPO LTD
12.2006 - 08.2007
BHARTI HEXACOM LTD
05.2004 - 12.2006
Education
B. Sc. -
Maharaja’s College Rajasthan University
Rajasthan01.2004
12th - Science
01.2001
10th -
RAJ board
01.1999
Accomplishments
- Have been awarded with silver award for 4 times.
- Was awarded as a gold awardee for the year 2016, 2019 & 2020.
Timeline
Assistant Vice President/SGM– Quality
WNS Global Services PVT. LTD.
06.2022 - 07.2024
Sr. Manager – Operations Lead | Finance and Accounting
Genpact
08.2019 - 06.2022
Manager - Operations
10.2018 - 07.2019
OPS site lead /Business HR-corporate
11.2014 - 09.2018
Quality process manager
11.2011 - 10.2014
Team Lead
Tech Mahindra
12.2007 - 10.2011
AEGIS BPO LTD
12.2006 - 08.2007
BHARTI HEXACOM LTD
05.2004 - 12.2006
B. Sc. -
Maharaja’s College Rajasthan University
12th - Science
10th -
RAJ board
Similar Profiles
Akshay RawadeAkshay Rawade
Lead Associate at WNS Global Services Pvt. Ltd.Lead Associate at WNS Global Services Pvt. Ltd.
Nirupma SahjetaNirupma Sahjeta
Assistant Manager at WNS Global Services Pvt. Ltd.Assistant Manager at WNS Global Services Pvt. Ltd.
SARAVANAN VSARAVANAN V
Lead Associate at WNS Global Services Pvt LTD (Clients: First Abu Dhabi Bank (FAB) / Commercial Bank of Dubai (CBD), UAE)Lead Associate at WNS Global Services Pvt LTD (Clients: First Abu Dhabi Bank (FAB) / Commercial Bank of Dubai (CBD), UAE)
AKANSHA BARUAAKANSHA BARUA
Assistant Manager – Operations at WNS Global Services Pvt. Ltd.Assistant Manager – Operations at WNS Global Services Pvt. Ltd.
Robert OchoaRobert Ochoa
Senior Quality Assurance Analyst – Lead, Senior Assistant Vice President at Wells Fargo N.A.Senior Quality Assurance Analyst – Lead, Senior Assistant Vice President at Wells Fargo N.A.