Nikhil Upadhyay
Deputy Manager Operation
Mumbai,MH
Summary
To obtain a position that will enable me to use my strong organizational skills, ability to work well with people, training experience, enhancing my financial strength and to improve myself under the guidance of a dynamic company.
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Deputy Manager
Digitide Pvt Ltd
12.2024 - Current
- Managing the Team of 40 Team members Along with 2Team lead.
- Assist in the investigation of potential fraud cases by reviewing transactions and identifying suspicious activities.
- Manage a team of fraud investigation professionals, providing guidance and support.
- Lead cross-functional teams to address fraud-related issues
- Staying informed about emerging fraud trends and tactics
- Prepare detailed investigative reports and present findings to management
- Managing and mitigating operational risks in the day to day operations. Executing these activities within the Group has adopted risk management and internal control structure referred to as the ‘Three Lines of Defence’. and act accordingly in line with operational risk policy, escalating in a timely manner where they are unsure of actions required.
- Collect and analyze data from multiple sources to support ongoing investigations
- Prepare detailed reports and documentation of findings for review by senior investigators
- Collaborate with cross-functional teams to implement preventive measures and improve fraud detection processes
- Participate in training sessions and workshops to develop your skills and knowledge in fraud investigation techniques
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Team Lead
IntouchCX
06.2022 - 11.2024
- Managing Instacart sales & services process which Voice & Chat process.
- Managing overall 30 agents which includes 3 ATL.
- Preparing schedule & forecast for weekly based Manpower for the process with RTA team.
- Preparing weekly & Monthly performance report.
- Coordinating with clients for weekly performance meet (WBR & MBR).
- Preparing new POA & glide path for target & improvement for team performance.
- Reviewing for improvement and analysis for core process. Working on better prospects of Sales & services improvement plan and strategies. Preparing Performance Trackers & reports, Conducting session for performance review
- Conducting TNI along with QA & Training team to Identifying the RCA.
- Setting Expectation with Team Leads & Agents By using SMART Method For their KRA &KPIs.
Assistant Manager
Teleperformance
11.2018 - 05.2022
- Coached, trained, motivated, and mentored a process of 105 agents along with 6 Team lead.
- Handling both Inbound B2C & Outbound (sales Process).
- Resolved escalated issues in an efficient and timely manner
- Addressed all email and voicemail inquires with priorities
- Provided support and training to agents for honing skills
- Prepared shifts of agents and maintain payroll records
- Reviewed performance of agents and recommended promotion
- Worked on process improvement projects
- Shared process improvement ideas consistently every month to the management
- Settling KRA target throughout the job tenure by using SMART Method.
- Preparing all the performance reports, daily, weekly and monthly, required for the process and the team as well.
- Assigning works to the SME's
- Managing, accountability on process of Billing P&L &Reconciliation of Billing.
- Conducting RNR for the agents and the SME's.
- Preparing PPT for performance review every week
- Preparing plan for new hiring and training as per the RAG list
- Presenting weekly & monthly performance to the higher management & with client.
- Worked with Kotak, HDFC life Insurance
Team Lead
Teleperformance DIBS
01.2018 - 01.2020
- Handling HDFC life insurance accounts.
- Prioritizing and managing workload according to the process requirement & also taking care remotely same process on other locations.
- Preparing performance report for the team.
- Doing quality checks for all targets & preparing POA.
- Managing a team of 36 team members also assisting other locations team leads for same process in the absence of manager.
- Coordinating with team members on all queries to ensure the smooth flow of processes or errorless process.
- Ensuring that the team addresses all the team meetings and huddles in a timely manner and personally taking care of any escalations.
- Giving feedback to team members on time-to-time basis and motivating the team to perform better.
- Ensuring that the team is meeting the RCSA and SLAs with clients in all aspects.
- Providing quality checks reports on workflow processes & team performance.
Team Leader
YES BANK
09.2016 - 10.2018
- Handling Yes bank accounts (Outbound & Inbound Voice).
- Prioritizing and managing workload according to the process requirement.
- Preparing performance report for the team.
- Maintaining Proper deliverable target for all portfolio (CASA, LAP, Business banking, Retails banking, Credit card, Merchant banking & Labilities).
- Doing quality checks for all targets & preparing POA.
- Managing a team of 36 team members also assisting other locations team leads for same process in the absence of manager.
- Coordinating with team members on all queries to ensure the smooth flow of processes or errorless process.
- Ensuring that the team addresses all the team meetings and huddles in a timely manner and personally taking care of any escalations.
- Giving feedback to team members on time-to-time basis and motivating the team to perform better.
- Ensuring that the team is meeting the RCSA and SLAs with clients in all aspects.
- Providing quality checks reports on workflow processes & team performance.
Education
B. Tech -
RGPV University
HSC - undefined
SBS
01.2011 - 05.2011
SSC - undefined
Care English school
01.2009 - 05.2009
Skills
Analytical skills
Root cause Analytical by STAR method
Performance & Productivity Improvement
Motivating & People Management
Cost Cutting (Billing)
Leadership
P&PIM
Excellent Microsoft Excel
Power BI
Word
PowerPoint knowledge
Transaction monitoring
Transaction review
Fraud risk management
Certification
Certified in seven quality tools program (6 Sigma)
Accomplishments
- LOE award from Qconnect in year 2016, 2017 & 2018
- YBL Oscar Award from Yes Bank
- Best Team Leader for each Quarter from Teleperformance in FYI 2018-2020
- TP Global Award of BBRG 2022
- Best LOB Account Management award from Instacart
Interests
Writing
Researching over BFSI suffering on Internet
Personal Information
Date of Birth: 11/12/93
Timeline
Deputy Manager
Digitide Pvt Ltd
12.2024 - Current
Team Lead
IntouchCX
06.2022 - 11.2024
Assistant Manager
Teleperformance
11.2018 - 05.2022
Team Lead
Teleperformance DIBS
01.2018 - 01.2020
Team Leader
YES BANK
09.2016 - 10.2018
HSC - undefined
SBS
01.2011 - 05.2011
SSC - undefined
Care English school
01.2009 - 05.2009
B. Tech -
RGPV University