MS Office
MUKUND KUMAR
Senior Manager
Hyderabad
Summary
Senior Manager with over 10 years of experience, effective in Project Management, People management, navigating teams through business / process changes and driving them to achieve organizational goal with self-career enhancement. Strong background in Project Management, E commerce ,Process Industry, Investment banking, Insurance, Client Onboarding, PreSales , Customer Experience, Transaction processing and Team handling.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Manager -Risk Investigation
Amazon India Development Center
Hyderabad
11.2021 - Current
- Handling a team of 25 investigators who work on Risk Investigations and identification helping in Loss prevention.
- Responsible for people and performance management (Quartile management, Performance rating, coaching and feedback, identifying training needs
- Responsible for Service level agreement (SLA), Customer experiences (Feedback), Sales, AHT, and Floor adherence
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Accomplished multiple tasks within established timeframes.
Senior Manager - Claims
ICICI Lombard General Insurance Co Ltd
Hyderabad
09.2019 - 11.2021
- Team Size : 20-25
- Job responsibilities Leadership
- Handling a team of minimum 25 members who serve our General Insurance customers
- Participated in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Making appropriate and fact based decisions with available information during adverse conditions
- Responsible for people and performance management (Quartile management, Performance rating, coaching and feedback, identifying training needs
- Responsible for Service level agreement (SLA), Customer experiences (Feedback), Sales, AHT, and Floor adherence
- Track and report daily performance update to management and clients
- Prepare monthly and quarterly business review data for management review
- Handle and manage escalations properly
- Conduct daily team huddles (Process updates, metrics and targets for the day)
- Suggests process improvements and helps team implement their ideas
- Responsible for management of engagement, attrition and pulse for the team
- Provide performance feedback and career guidance to all team members.
Deputy Manager
KARVY FINTECH PRIVATE LTD
Hyderabad
02.2018 - 04.2019
- Team Size : 15-20
- Job responsibilities
- Liaising with Custodians, Banks, Clients, Administrators, regulators to ensure smooth completion of end to end back office processes
- Negotiating with the Global clients for the successful migration of the process in a cost effective manner
- Work closely with IT team from system improvement, UAT to improvement in current system
- Preparation of various MIS for top management as per their requirement
- Span of Control: 15-20 employees who work on different work process and profiles
- Monitor and ensure team productivity and the timeliness of client deliverables
- Plan, outline and implement an effective and efficient workload distribution
- Monitor employee performance according to standard performance guidelines
- Mentor team in defining, categorizing and prioritizing requirement.
Deputy Manager
ICICI BANK LTD
Hyderabad
02.2014 - 02.2018
- Team Size : 24-30
- Job responsibilities Leadership
- Handling a team of minimum 25 members in credit cards, mutual funds, retail liabilities and collections
- Participated in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Pursued every opportunity to learn about [Type] business at all levels and improve team member support.
- Responsible for people and performance management (Quartile management, Performance rating, coaching and feedback, identifying training needs
- Responsible for Service level agreement (SLA), Customer experiences (Feedback), Sales
- Prepare monthly and quarterly business review data for management review
- Handle and manage escalations properly
- Suggests process improvements and helps team implement their ideas
- Responsible for management of engagement, attrition and pulse for the team
- Provide performance feedback and career guidance to all team members.
Shift Incharge (Astt Engineer)
HPCL Biofuels Ltd
Champaran
01.2011 - 05.2012
- Team Size: 32
- Job responsibilities
- Responsible for the Erection, Commissioning & Operation of 60KLPD (60 Kilo litres per day) Motor fuel grade Ethanol plant (from cane juice).
Education
MBA - Business Analytics
BITS Pilani
07.2022 - Current
PGDB(Post Graduate Diploma in Banking) - Banking
Manipal University
05.2013 - 04.2014
B.Tech - Chem Engg
Uttar Pradesh Technical University
08.2006 - 07.2010
Skills
Risk identification
Risk analysis
Operations management
Business planning
Negotiation
Verbal and written communication
Strategic planning
Software
Finnacle
FCRM
Certification
NISM Series V
Timeline
MBA - Business Analytics
BITS Pilani
07.2022 - Current
Manager -Risk Investigation
Amazon India Development Center
11.2021 - Current
Senior Manager - Claims
ICICI Lombard General Insurance Co Ltd
09.2019 - 11.2021
Deputy Manager
KARVY FINTECH PRIVATE LTD
02.2018 - 04.2019
Deputy Manager
ICICI BANK LTD
02.2014 - 02.2018
NISM Series V
07-2013
PGDB(Post Graduate Diploma in Banking) - Banking
Manipal University
05.2013 - 04.2014
Shift Incharge (Astt Engineer)
HPCL Biofuels Ltd
01.2011 - 05.2012
B.Tech - Chem Engg
Uttar Pradesh Technical University
08.2006 - 07.2010