MUKESH JETHMALANI
Thane
Summary
Over 17 years of experience in Directory Assistance, Banking and Financial Services domain. Planning, executing and implementing robust and sound operational strategies spanning across customer service, training, QMS and project management. Proven track record in project rollout and delivery, change management and new initiatives. Green belt certified with one of the leading company. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Director – Client Service (Operations)
Fiserv
- Client Relationship Management: Oversee the relationship between the organization and its clients, ensuring that their needs and expectations are met
- Develop and maintain strong, long-term relationships with key clients
- Address and resolve complex client issues and complaints in a timely and satisfactory manner
- Strategic Planning and Implementation: Develop and implement strategies to improve the client experience, such as enhancing processes or services and implementation if artificial intelligence ( BOT’s) or technologies
- Collaborate with other teams within the organization to ensure client needs are met and high-quality services are provided
- Team Leadership and Development: Lead and manage a team of professionals, including setting goals, providing guidance, and evaluating performance
- Conduct regular team meetings to discuss client feedback, issues, and team performance
- Provide training and mentorship to team members to enhance their skills and performance
- Operational Oversight: Ensure effective governance and oversight of the merchant acquiring process, including onboarding and maintenance
- Develop and manage budgets for the department
- Implement service policies and standards to maintain customer satisfaction
- Data Analysis and Reporting: Analyze data and trends to identify opportunities for improving the client experience and the overall performance of the client service team
- Create and present client reports that outline service performance
- Compliance and Risk Management: Ensure compliance with industry regulations and standards, particularly in the onboarding and maintenance of merchants
- Manage operational risks and implement risk mitigation strategies
- Business continuity planning for the operational functions to mitigate risk to client.
Manager (Operations - Effective July’15 – January’24)
Fiserv
- Key responsibilities - Lead operations of over 100 employees responsible for merchant services which include merchant set-up, maintenance and payment processing
- Accountable for managing cross functional departments to include production of Boarding and Maintenance Accounts, Quality, Automation, Boarding Support, Clover Menu Build and Check Processing
- Deliver day to day service solutions and proactive service solutions to top tier partners, support departmental needs including training, standard operating procedures
- Leads a functional area responsible for complex problem solving, identifying and implementing solutions for service trends, soliciting and understanding partner needs, and managing the holistic operational partner relationship
- Identify process improvement, adapt quickly to alternatives and creative solutions and implement improvements which drive higher productivity, quality, employee engagement and customer satisfaction and reduce cost
- Build positive working relationships with team members and clients
- Supporting and inspiring a diverse workforce to drive on implementing strategies to improve
- Perform international liaison with management team for timely deliverables of initiatives that directly impact the operation
- Successfully accomplished Six Sigma Green Belt training and certification
- Leading the QMS ISO 9001:2015 initiative for merchant service.
Manager (Operations - Effective November’14)
Tecprotec Asia Pvt Ltd.
- Key responsibilities - Manage operations team of customer care associates and Claim Specialists with 2 Team Leaders ensuring the service delivered meets customer’s expectation
- Co-ordination with underwriters for faster resolution and decisions and settlement
- Review performance reports, work closely with the underwriters to ensure claims frequency and severity is within the KPI by minimizing fraudulent claims
- Expanding our Network of Repair Centers for easy drop off’s and analyzing timelines of repair by model and location to provide faster turnaround with effective customer experience
- Build and strengthen relation with repairers, vendors and suppliers to ensure all repairs and replacement are done smoothly adhering to the SOP’s
- Manage team of quality analysts, administer and calibrate calls to improve Customer experience and satisfaction by diagnosing improvement opportunities, providing feedback, coaching, training, professional development, and corrective action plans
- Actively involved in manpower planning and recruitment, process enhancements, system developments, new product launches etc
- Review statistics to measure staff performance to ensure operations runs with minimal cost without affecting customer experience and quality of service delivered.
Deputy Manager (Operations - Effective March -13)
Justdial Global Pvt Ltd
03.2024
- Key responsibilities - Lead, direct and manage operations with a team of 100 associates and 3 Team Leaders ensuring operation staff executes services at or above the customer's standards
- Management of the day to day operations for the US Operations which includes planning / staffing as per the volume forecasted
- Daily co-ordination between the database and software team for the smooth functioning of the systems
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Review statistics to measure staff performance and the need for improvement
- Playing active role in recruitment, process enhancements etc
- Actively involved in setting up the WAP & Website applications for Justdial CA, UK.
Team Leader (Operations - Effective July 2010)
Justdial Global Pvt Ltd
07.2010
- Key responsibilities - Was part of the pilot team for US Directory Assistance managing, training and measuring the performance on all the SLA's during the OJT
- Managed the OJT and excelled for Six months with Avg of 5% attrition per month
- Was promoted in six months of joining the organization to a Team leader Ops assigned to handle team of 30 agents
- Conducting regular audits providing feedbacks and analyzing performance metric periodically to access the improvement within the team
- Met all targets & SLA consistently
- Track & Control Shrinkage & Attrition for the Team
- Exceeded on conversion targets by providing effective training
- Identified bottom performers and helped them with effective training, mentoring
- Develop people through coaching, counseling, Training, motivation
- Concentrating more on employee engagement to improve employee retention
- Conducting skip levels periodically to understand areas of improvement for the team
- Effective team management through timely orientations, briefings & communication
- Received recognition for Best Team Leader for October 2010 – December 2010 & January 2011 – March 2011
- Have been rewarded with Just Dial Ace Award for excelling in performance and meeting SLAs for 2012 – 2013.
Team Lead (Operations - November 2008 – October 2009)
IBM Daksh Business Process Pvt Ltd
11.2008 - 10.2009
- Key responsibilities - Mentoring a team of 20 agents develop them through monitoring, coaching & training agents to provide assistance to the new to bank customers with their verifications required to complete new account opening process & getting accounts active
- Research and create a knowledge database of common issues and solutions
- Manage 2nd level escalation calls and follow up with different departments for smooth process of new account opening
- Managed OJT batches, developed them through coaching, training on all the SLA's during the OJT that extends over a period of 4 weeks
- Monitoring OJT agents on client targets & SLA’s and ensure performance standards were met in a phased manner for all the OJT members and a successful movement to Operations was completed
- Assisting and coaching agents to manage AHT, Customer Satisfaction, and login efficiency achieving up selling targets (financial products)
- Been active part of Internal Call Calibration to ensure customer satisfaction
- Have been rewarded with Super Talented Achievers Award for excelling in performance and meeting SLAs for January’09 – March ’09
- Received client recognition for 100 % throughput of agents from OJT to Production for the quarter of July’09 – September’09.
Senior Customer Service Executive (Operations - October 2006 – November 2008)
IBM Daksh Business Process Pvt Ltd
10.2006 - 11.2008
- Key responsibilities - Was a part of the pilot team of New Accounts Servicing managing the new to bank account applications done online and over the phone, assisting the customers in smooth completion of the required account verifications and getting the accounts activated successfully
- Maintain handle time, highest level of quality and customer satisfaction
- Handling 1st Level Escalation Calls and also making outbound calls as an additional responsibility
- Have been rewarded with Super Talented Achievers Award - Top Performer for quarter October ’07 – December ’07.
Customer Service Representative (Operations - Outbound)
Transworks Information Services Pvt Ltd
09.2005 - 12.2005
- Key responsibilities - Handling U.S outbound calls and offering Balance Transfer options for Chase Manhattan credit card customers to pay off their balances on other loan or line of credits.
Team Leader – (Sales – Outbound)
ICICI Lombard General Insurance Ltd
02.2005 - 09.2005
- Key responsibilities - Managed a Team of 20 agents selling general insurance over the phone
- Achieving Quality and Revenue targets for the team
- Achieving attrition Targets
- Coaching agents to achieve the Sales target while maintaining highest level of quality.
Sr. Indenting Officer
Sky Link Textiles LLC
08.2003 - 12.2004
- Key responsibilities - Managing administration for the office coordination with textile supplier’s and wholesaler’s to complete the final stage of order, bank formalities, LC etc
- Tie up new textile supplier’s and introduce their product line in the UAE market
- Managing 10 people team in UAE office and meeting the set revenue targets.
Education
MBA in Operations -
Maharaja Agrasen Himalayan Garhwal University
TY.Bcom - undefined
Mumbai University
Skills
Project Management
Otherqualifications
Basics in Computers with Good knowledge MS Excel, MS Word, MS Power Point. etc
Personal Information
- Date of Birth: 11/17/84
- Marital Status: Married
Languages
English, Hindi, Marathi, Sindhi
References
Available on request.
Timeline
Deputy Manager (Operations - Effective March -13)
Justdial Global Pvt Ltd
03.2024
Team Leader (Operations - Effective July 2010)
Justdial Global Pvt Ltd
07.2010
Team Lead (Operations - November 2008 – October 2009)
IBM Daksh Business Process Pvt Ltd
11.2008 - 10.2009
Senior Customer Service Executive (Operations - October 2006 – November 2008)
IBM Daksh Business Process Pvt Ltd
10.2006 - 11.2008
Customer Service Representative (Operations - Outbound)
Transworks Information Services Pvt Ltd
09.2005 - 12.2005
Team Leader – (Sales – Outbound)
ICICI Lombard General Insurance Ltd
02.2005 - 09.2005
Sr. Indenting Officer
Sky Link Textiles LLC
08.2003 - 12.2004
Director – Client Service (Operations)
Fiserv
Manager (Operations - Effective July’15 – January’24)
Fiserv
Manager (Operations - Effective November’14)
Tecprotec Asia Pvt Ltd.
MBA in Operations -
Maharaja Agrasen Himalayan Garhwal University
TY.Bcom - undefined
Mumbai University
Similar Profiles
Rohit AggarwalRohit Aggarwal
Technical Lead at FiservTechnical Lead at Fiserv
Josephine GalloJosephine Gallo
CLIENT SERVICES MANAGER at FISERVCLIENT SERVICES MANAGER at FISERV
Lakshmi Prasanna BasavarajuLakshmi Prasanna Basavaraju
Lead Product Owner at FiservLead Product Owner at Fiserv