Pramod Kumar Sharma

Operational Manager

Infosys BPM Ltd

02.2012 - Current

Having professional experience of more than 13 plus year in order management, data management & return management.
Handling team of 84 member managing APOC shift for Microsoft client.
Continuously drive process improvements through transformation projects
Well experienced user in sales operation, Contract management & order management tools like Conga, sales force, oracle 11i, R12, CPQ OMCC, BUI, oracle CX.
Creating opportunities/Deals in SFDC for sales team, working on renewals contract and ensuring its activated.
Generating new business quotes & working on proactive and reactive renewals.
Processing customer PO and sharing the certificate once those are entitled, validating the discrepancy in their invoice against the PO.
Validation of customer details with Global Customer Data Standards.
Prepare process documents and review quarterly updates.
Quality Assurance & Audit review of team performance.
Preparing & Driving Weekly performance review call with clients.
Reviewing the opportunity created and ensuring those are followed up getting it booked.
Keenly work on the RCA and CAPA of the team for the orders incorrectly booked.
Share the weekly ICR Reports to both internal and external stakeholders.
Work on RAR and CTA requests by fetching required approvals.
Perform post booking activities and keep the oracle database updated when there are requests for Name Change, Mergers and Relocation Transfers of Licenses of the customers.
Mastered Customer Data Validation Process flow.
Initiating calls with clients as per the need to fix process knowledge gaps via WebEx.
Prepare and share Process Performance Analysis to clients Bi-Weekly.
Resolving escalations from the process owners to ensure strong client relationships.
Leading a team of 84 FTEs in the day-to-day operation of the business with 4 Team Leads & 4 TCs.
Responsible for identifying workforce requirements and coordination with HR for recruitment of new employees and their smooth transition to the process.
Delivering process training for new hires and refreshers for entire team.
Conduct monthly knowledge assessments for the team.
Responsible for career development and succession plan for the agents to ensure sustainable employee engagement and motivation within the team.
Regular reviews done through monthly One on One discussions.
Conduct Performance Appraisals for the team every six months & ensure Goal setting for all direct repartees.
Prepare and sign off on the KRA deliverables for the team.
Maintain team attendance records, monthly performance individual metrics.
Identifying the training needs for PE/SPE and ensures training implementation for team to ensure competency development across domain, operations, and behavioral skills.
Conduct team-building activities regularly.
Understand agents' area of interest and try to place them accordingly through IJP (Internal Job Posting).
Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.