Pankaj Kumar

• Analyzed business requirements to drive process improvements and efficiencies
• Collaborated with cross-functional teams to develop strategic solutions for clients
• Provided task management advice to enhance team members' handling of daily responsibilities
• Lead the team in successfully meeting the Key Performance Indicators (KPIs) and Critical Performance Indicators (CPIs) that have been established by our stakeholders
• Conducted monthly, quarterly, and annual performance reviews, implementing corrective action plans as needed.
• Collaborated with training team to identify training needs and develop effective training programs.
• Scheduled regular one-on-one sessions with team members to discuss interests, concerns, and career goals.
• Supply information and analysis for the presentations of the Weekly Business Review (WBR), and the Monthly Business Review (MBR), Release performance reports every day, every week, and every month.
• Presented findings and recommendations to senior management for decision-making support.
• Worked closely with clients to ensure their satisfaction with the delivered product or service.
• Attainment Tracking: For invoicing purposes, maintain precise records of team attendance, and also use a leave management system to put into practice a predetermined strategy for handling team shrinkage
• Security and Data Protection: Oversee the team's adherence to necessary policies, and make sure that all security and client data protection measures are followed
• Collaborate with the training team to identify training needs, assessments, PKTs, and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring that corrective actions are taken
• Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support to maintain the attrition.
• Mentored junior analysts in best practices and analytical techniques

Ad-hoc Tasks and Responsibilities:

• Role as part of the interview panel
• BE Team tasks and ideation initiatives
• Quality: Review of the Hypercare process
• Process attainment hours for invoicing purposes
• Workflow/Sub-workflow headcount allocation.
• POC for BCP plan readiness
• Time sheet and training management for the overall process

• Lead field teams for major IT service projects including deployments for HP and IBM
• Ensured SLA compliance, handled client escalations, and oversaw on-site technical support
• Managed project planning, team scheduling, and performance tracking
• Maintained strong client relationships through regular updates and issue resolution

• Managed and maintained smart class technology across assigned schools
• Provided training and support to school staff and teachers on digital classroom systems
• Conducted troubleshooting and ensured uninterrupted service in classrooms
• Acted as the main point of contact between schools and technical teams