PRIYA MANKI
Product Manager - Ultimatix TCS
Vasai East
Summary
- Certified scrum master, Safe Agilist and Product manager with 17 years+ of well rounded experience in stakeholder management.
- Supported end-to-end Project Management in undertaking new Technology.
- Implementation & Integration from scoping, budgeting, SOWs, Resource management, progress tracking, metrics reporting, implementation to timely delivery within cost.
- Offering 17 years’ experience in Customer service, Sales, Training, Quality, Client Service Delivery and Team Operations in Banking & Finance, Hospitality and technology Domains.
- Strong managerial skills, establishing effective working relationships with team members and team leaders at all levels to achieve organizational goals collectively.
- A decisive and result-oriented hand on experience in Leadership Skills.
- Client engagement in daily, weekly and monthly performance reviews.
- Participate in process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance quality of products and services.
Overview
20
20
years of professional experience
2005
2005
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Product Manager- Ultimatix
Tata Consultancy Services
02.2019 - Current
- As a certified scrum master, collaborating with Product Managers and scrum teams to prioritize the backlog and deliver relevant features for the application that is used by end users.
- Leading and training the team of Business analyst and developers on agile mindset, processes and frameworks while migrating the application from JSF to Angular.
- Coordinating and participating in all scrum ceremonies to enhance the agile adoption.
- Responsible for documentation, process flows, maintenance of Kanban and scrum boards in centralized Prime system used for Agile project management.
- Undertaking the Data privacy impact analysis and Ensuring GDPR compliance by following the principle of privacy by default and design for the application.
- Published a transformative story for the work done in automation of Digital Signature on Forex release letter issues to employees travelling overseas and awarded the Contextual master title
- Automated payment approval process in the application for the Forex module in process improvement initiative.
- Upgraded the tech stack to latest technology to comply with updated security standards.
- Responsible of achieving the core KPI’s for the project set by the Client/Organization
Assistant Manager (Functional Analyst)- Ultimatix
Tata Consultancy Services
04.2017 - 02.2019
- Gathered requirements and worked with product development team members to deliver optimized product supporting the Release of Forex process of the travel and hospitality module.
- Provided application maintenance support by trouble shooting data issues using PL SQL and analysis for data mismatch between the source system and the vendor systems.
- Conducted UAT testing for the entire application as a testing SME to proactively adjust product features to suit the current requirement
- Collaborated with the User experience and design team to create a simple user interface that would reduce the approval process and timeline of invoicing process by 50%
- Took end to end functional ownership of the functional solution across front end and back end systems with business stakeholders across Product, Security, Compliance departments as well as technical teams
Assistant Manager- Training and Quality Head IHCL
Tata Consultancy Services
11.2014 - 02.2017
- Process Management:
- Monitor & ensure all new hire batches are well planned for and delivered
- Ensure all reports for tracked and published to all stakeholders
- Content management and modification
- Connect with all stakeholders and run a robust review mechanism
- Conduct Calibrations with team leaders & within the team
- Work on revisiting and revising training content on a continuous basis
- Ensure Quality audits are conducted across and reports are published
- Create robust Internal Quality Controls to ensure Accuracy Levels are met
- Maintain Quality SOPs and ensuring the implementation of procedures
- Analyze audit data and floor performance and suggest improvement areas
- Collaborate with cross function teams for process change
- Initiate quality framework in accounts that need quality interventions
- Maintain quality and accuracy scores as per Service Level Agreement
- Understanding customer need for quality, collaborating with internal team to build capability and collaboration skills, communicating / coordinating / bringing together key stakeholders, proactively resolving conflicts, delivering Operational Excellence training and value-add sustainable solutions to drive quality projects
- People Management:
- Responsible for grooming team members and responsible for team performance improvement
- Monitor and provide up skilling/cross skilling plans for all associates
- Ensuring adherence to internal and external audit requirements
- Liaise with departments to accomplish day to day activities
- To provide effective feedback and coach subordinates
- Implementation and act accordance with the organizations information policy to ensure data sanctity
- Work with operations team to meet the metrics on a day to day basis
- Initiatives and Achievements:
- Introduced CARE Program (performance management) in Taj Reservations worldwide – Resulted in improved Materialized reservations by 12% in Q3 & Q4 2016
- Revised Quality Framework in Taj Inner Circle Loyalty (2015) – Resulted in improved Quality Scores by 11% in 2016 and reduced Escalations (Agent Errors) by 60% in 2016
- Care performance in Materialized reservation improved by 11% in 2016-17 compared to 2014-2015
- Targeted to Improve External LQA Audit Scores in Taj Reservations Worldwide. Focused on improving skill and knowledge across teams resulted into Improved LQA scores at 82% in FY 16-17 compared to 75% in FY 15-16
- Successful closure of Kaizen on “Quality Monitoring Form” in Dec 2014. As a result of the project, the manual dependency has been reduced and tracking done on a real-time basis, resulting in saves amounting to $ 1556.00 p.a.
- Taj Loyalty Client Appreciation received on overall improvement in Quality of Calls and Emails during MBR
- Appreciation received from Customer Leader for improving Overall Quality and reducing escalations for (Loyalty Voice & Email Operations)
- Appreciation received from Taj Reservations Client for managing BRG (Best Rate Guarantee) for Reservations (Voice & Email) Operations
Team Leader Taj Reservations Worldwide, Operations
Tata Consultancy Services
10.2013 - 10.2014
- Performance management of 18 - 20 associates in Taj Reservations World Wide - IHCL
- Conduct regular coaching sessions for the team on behavioral, knowledge and communication skills
- Management of agreed SLA with the client. Identify performance improvement opportunities and deploy corrective actions
- Manage Service Issues and escalations and analyze root cause of issues for accurate and timely service delivery
- Relationship building and management with Internal and External clients
- To manage system downtime and issues and escalate to appropriate sources
- Manage attrition and suggest retention strategies
- Achievements
- Received 5 Best Team Award for conversion and materialized reservations in year 2014
- Was the best team with lowest attrition rate for the year 2014
Unit Manager Sunshine Citi Cards US, Operations
Tata Consultancy Services
06.2012 - 09.2013
- Performance management of 18 Customer Service Executives within Sunshine-Citicards US
- Regular monitoring and coaching to improve Customer Satisfaction Score
- Identify performance improvement opportunities and deploy corrective actions to improve overall NPS
- Manage performance objectives through use of various Quality Tools
- Analyze daily performance indicators and encourage awareness and performance improvements
Quality Analyst Sunshine Citi Cards US, Support
Tata Consultancy Services
08.2010 - 05.2012
- Audit inbound and outbound calls and provide regular feedback
- Drafting value-adding methods for improving the Quality of the operational teams
- Leading the Calibration Process between the Operations and Quality Team
- To check and measure associates performance on daily basis and accordingly provide effective feedback
- Releasing reports (Dashboard, Training Need Information, Quality Health Check and Quality Summary)
- Providing Call monitoring report on weekly and monthly basis to operation team about their performance
- Suggest Process improvement ideas
- Achievements
- Awarded Best Quality Analyst Award for CSAT Q3 – 2011
- Awarded Best Quality Analyst to improve PRIDE CSAT performance (new hire 3-6months)
Sr. Account Specialist CS / Sales Support - Sunshine Citi Cards US
Tata Consultancy Services
08.2008 - 07.2010
- Assist customer’s queries related to their Citibank Credit Card Account
- Pitch for Sales after service
- Make proper documentation on call scenario in customers account
- Assist them to maintain good credit scores by updating them on their account status
Functional Specialist Symantec Training
Sutherland Global Services Inc.
05.2007 - 08.2008
- Render process training as per the schedule
- Is instrumental in Updating Symantec Intranet which is the Online Knowledge bank for the associates
- Design training modules based on the identified training needs
- Communicate and manage the training objectives
- Administer Assessments as per the assessment schedule
- Assess quality of new hire training/refresher training and on Floor Agents
- Providing Regular Feedback on analysis and improvement on basis on AOI
- Work with client on the Update Management Process & cascade the same to the agents on floor
- Conducting weekly knowledge checks (assessments) to identify process knowledge deficiencies and mentor them accordingly.
- Designing Weekly Newsletter & cascade the same to the agents on floor
- Analyzing Customer satisfaction surveys responded by customers to identify the training need areas
- Preparing reports on scores of weekly knowledge checks (assessments) and cascade the same to the respective Team Lead and client
- Preparing requests requested by clients in terms of Performance Analysis of the floor
- POC between SME’s for any escalations in Customer Service Issues
Sr. Customer Support Executive- Symantec
Sutherland Global Services Inc.
10.2005 - 04.2007
- Providing 2nd level support to the customer’s queries subscription renewal, downloads issues, activation & product purchase for one of the world top security solution providers.
- Handling customer’s queries related to subscription renewal downloads issues, activation & product purchase for one of the world top security solution providers.
- The process deals with voice based customer support for the customers of leading antivirus providers
- Achievements
- Awarded Best Trainer for Extraordinary Achievement and Outstanding contribution to the Program Success.
- Awarded Best Trainer Award 5 times for the month of June, Sept, Oct ’07, Feb & Mar ‘08
- Awarded Best CSR of the month award for the month of Aug’06
- Awarded Best CS Representative _CSat of the Month award for the month of July ‘06
- Cleared ICSA certification for Customer Support with 95.50%
- Participated in COPC Awareness Training Workshop
Education
Bachelor of Commerce - Accounting
University of Mumbai
Mumbai,India03.2005
Skills
- Strong Interpersonal skills with ability of good communication & comprehension skills
- People management skills – ability to lead, Coach and mentor a team
- Strong Analytical and Problem-solving Skills
- Work under minimum supervision and ability to work under pressure
- Quick Learner and willing to learn new things
- Committed to meeting deadlines and schedules
- Client management and Customer complaint management skills
- Proficient in Microsoft Office (Excel, Access, Word, and PowerPoint)
- Knowledge in automated testing tool Katalon
Websites
Certification
Leadership Essentials - Managing Secure Delivery and Operations Acquired On 2024-03-22
Awards
High Potential Award Date 2014-05-16 Award Category BPO Awards Award Sub Category Quarterly Awards, Service & Commitment Award Award Date 2013-08-12 Award Category Service Awards Award Sub Category Service Award, Topaz Go Getter Award Date 2012-02-15 Award Category BPO Awards Award Sub Category Quarterly Awards, Service & Commitment Award Award Date 2011-08-12 Award Category Service Awards Award Sub Category Service Award
PROFESSIONAL QUALIFICATIONS
- Successfully passed IATA/UFTAA International TRAVEL AND TOURISM Examination in the month of Sep’2005 through IITC
- Successfully completed Diploma in International Airlines and Tourism Examination held in September’05
- Passes Government Commercial Certificate Examination of Typing held in the month of November’03 securing ‘B’ Grade
- Successfully completed course in Office Automation from St. Angelo’s Computer Institute
Timeline
Product Manager- Ultimatix
Tata Consultancy Services
02.2019 - Current
Assistant Manager (Functional Analyst)- Ultimatix
Tata Consultancy Services
04.2017 - 02.2019
Assistant Manager- Training and Quality Head IHCL
Tata Consultancy Services
11.2014 - 02.2017
Team Leader Taj Reservations Worldwide, Operations
Tata Consultancy Services
10.2013 - 10.2014
Unit Manager Sunshine Citi Cards US, Operations
Tata Consultancy Services
06.2012 - 09.2013
Quality Analyst Sunshine Citi Cards US, Support
Tata Consultancy Services
08.2010 - 05.2012
Sr. Account Specialist CS / Sales Support - Sunshine Citi Cards US
Tata Consultancy Services
08.2008 - 07.2010
Functional Specialist Symantec Training
Sutherland Global Services Inc.
05.2007 - 08.2008
Sr. Customer Support Executive- Symantec
Sutherland Global Services Inc.
10.2005 - 04.2007
Bachelor of Commerce - Accounting
University of Mumbai
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