Neelam Rai
Greater Noida Extn.
Summary
Experienced Assistant Manager with a proven track record of successfully managing cross-functional teams and driving performance excellence. Skilled in delegating tasks, coordinating workflows, and ensuring timely project completion. Possess excellent communication and interpersonal abilities to foster a collaborative work environment and inspire team members. Strong problem-solving skills and a strategic mindset to achieve organizational objectives. Ready to leverage expertise to lead and motivate teams for success. Energetic professional with 14+ years of experience in successfully transitioning two processes (UK and Canadian market) into well-settled processes of 50 FTEs and 75 FTEs respectively. Seeking to leverage proven management and training skills to further enhance efficiency, business continuity, customer satisfaction, and maintain a high-quality standard of 99%. Currently working as an Assistant Manager with WNS Global Services in the US process, responsible for process migration and settlement. Leading a team of 27 individuals, overseeing production, quality, roster management, work assignment, and training.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Manager
WNS Global Solutions
06.2024 - Current
- Successful transitioning of 1 Process (US - Insurance)
- Managing Team of 27 individuals their daily reporting and feedback
- SLA Management, Client Satisfaction and Team Roster
- Working between team and leadership to make sure team understand what is the ask from them
- Managing Team performance and imparting timely feedback to team members
- Imparted Process Knowledge (US Insurance – Property and Casualty) to the team
- SOP creation and creating training material for team
- Taking care of SLA assigned to the team, like TAT and Quality
- Individual’s performance management, their areas of improvement and opportunities for their growth are key responsibilities
- Planning Personal Development Plan for the team and assigning trainings accordingly
- Preparing Presentations for Client Calls, Agenda’s and monthly reporting
- Active participation in management meetings and providing progress report of the team
- Reporting for Team Productivity and Quality
- Analysis of customer feedback on procedural and judgmental errors, Generation/development and implementation of action points and control plans
Domain Trainee/Team Leader
Genpact India Pvt. Ltd.
12.2020 - 12.2023
- Company Overview: KPO/BPO
- Website: www.genpact.com
- Managing team of 15 individuals, their performance, their growth, knowledge
- Personal Development trainings to the team
- Preparing Presentations for Client Calls, Agenda’s
- Active participation in management meetings and providing progress report of the team
- Managing client visit, Ownership on meeting customer key goals for year
- Analysis of customer feedback on procedural and judgmental errors, Generation/development and implementation of action points and control plans
- Invoice generation for client billing
- KPO/BPO
- Website: www.genpact.com
Domain Expert, Process Associate and Process Developer
Genpact India Pvt. Ltd.
01.2008 - 12.2020
- Company Overview: KPO/BPO
- Website: www.genpact.com
- Managing Individual performance
- Taking care of Domain part and working on quality enhancement for the entire team
- Work with management on team development and enhancing their knowledge and performance
- KPO/BPO
- Website: www.genpact.com
Education
Masters in Arts -
North Bengal University
Bachelors’ in Arts -
North Bengal University
Skills
- Leadership
- Collaboration
- Adaptability
- Problem Solving
- Motivation
- Coaching
Certification
Basic of Insurance (Intro320) Certification, AICPCU (American Institute for Chartered Property Casualty Underwriter)
Accomplishments
- 2 Annual Awards for Successful Transitioning of UK and Canada Process in 2019 & 2021.
- Best Team player award in 2021 successful transitioning of UK process.
- Have received 3 superstar awards from Client end for my contribution towards team goals as well as personal achievement.
- 3 Silver Awards for my contribution in SLA Management and Team Management.
- 9 Brownz award for my individual contribution during the period of my Production and maintaining the accuracy alongside.
- Client appreciations for maintaining Highest productivity and Quality of the team.
- Management appreciation and award for keep team focused on work and maintaining high standard of quality while other teams were not able to meet their targets.
- Annual award for keeping team focused on quality and TAT and achieve a target of 99% accuracy and 98.5% TAT throughout the year as against the target of 90% for accuracy and 95% for TAT across all team.
Careerabstract
Energetic Professional with 14+ years experience with successful transitioning of two Processes (UK and Canadian market), which are now well settled process of 50 FTEs and 75 FTEs respectively, seeking to leverage proven management and training skills to grow efficiency. Business continuity and customer satisfaction along with high quality standard of 99%. Working as Domain Trainee/Management Trainee in Genpact and providing professional services to client and providing customer satisfaction by delivering services within time and with quality. Currently working as Assistant Manager with WNS Global Services in US process. Currently taking care of process migration and settlement. Process is already in ramp state with 99.5% (DPO) quality. Currently handling a team of 27 individuals. Their Production, Quality, Roaster, work assignment and training are some of the key responsibilities.
Trainingprogramsattended
- E-Mail Writing Skill
- MS- Excel
- Goal Setting
- Business Etiquettes
- Presentation Skills
- Proactive Communication
- Customer Centricity
- Emerging Excellence
- Essential of communication skill
- Leading a Team
- Collaborate Effectively
- Conflict Management
- Train the Trainer
Projects
Transition Invoicing & Claims - Lloyds of London & Canada Insurance, Subject Matter Expert, Worked as SME for New Transition for Lloyds' of London Insurance. Worked on SOP creation, Query Tracker, Exception Tracker, Daily update and Building Team. Migrated Certificate of Insurance Process, Subject Matter Expert, Worked on creating SOPs, Maintaining Query Tracker, Exception Tracker, Update Tracker and making sure smooth transition. I was part of OJT batch which went to Canada for Knowledge Transfer.
Affiliations
- Introduction to Insurance - IIA - Certified
- Genpact Emerging Manger
Timeline
Assistant Manager
WNS Global Solutions
06.2024 - Current
Domain Trainee/Team Leader
Genpact India Pvt. Ltd.
12.2020 - 12.2023
Domain Expert, Process Associate and Process Developer
Genpact India Pvt. Ltd.
01.2008 - 12.2020
Bachelors’ in Arts -
North Bengal University
Masters in Arts -
North Bengal University
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