Pravin Motghare

Assistant Manager - Operations (BPO- Back office)

WNS Global Service Pvt. Ltd.

05.2010 - Current

Handling daily operations, manage teams and ensure quality and productivity, targets are met
Monitor performance, motivate team members and control attrition
Provide coaching and feedback to team members to enable them to improve their performance
Conduct process training and process knowledge test and result.
Conduct regular briefings for the team to discuss performance, Organizational policies and process updates
Conduct quality audit for the team on regular basis.
Provide inputs on process and application
Client interaction, where require at the level of the Supervisors.
Ensure compliance with internal policies and procedures, external regulations and information security standards
Collect the data from Tabluae and Google form and prepared the various reports.
Present weekly and monthly reports to the Clients and senior Managers.
Maintain performance, quality and training records.
Update the SOP as per the new changes and get it approved by the clients.
Address and manage team issues ar raising out of day-to-day working
Measure performance of the team for e.g. Confirmations, on-going feedback, training, Rewards-Recognition and Yearly appraisals
Track the performance of every individual and Give one-on-one feedback
Motivate every individual to meet their Target, maximize productivity and outcomes
Discuss with the clients regarding applications, challenges and improvement areas
Keeping records of WTD counts, MIS, maintaining attendance tracker, scheduling roster and transport, regularizing attendance and managing leaves (shrinkage)
Conduct meetings, handle team issues and resolve their queries
Supervise day-to-day operations to meet performance, quality and service expectations.
Monitor AHT
Collaboration with HR, Transport Team, Facility Team, Compliance and Audit Team
Monitor and analyze KPI’s, Google Forms and Data Audit
Working on SLA and driving the team to achieve the agreed SLA
Identify the Early Warning Sign, update records and implementation of measures to control the Attrition
Title checks of the Freehold property
Contract amendments
Review the Mortgage Offer
Request and review the Indemnity Policy.