Summary
Overview
Work History
Education
Skills
Personal Information
Disclaimer
Timeline
Generic
Rachita Singh

Rachita Singh

Senior Service Manager
Gurgaon

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

13
13
years of professional experience
2
2
Languages

Work History

Senior Service Manager

Wipro Limited
09.2014 - Current
  • Company Overview: H&W Benefits Administration (Core Benefits Administration)
  • Managing a team of service professionals, fostering a positive work environment that encouraged collaboration and professional growth.
  • Established team priorities, maintained schedules and monitored performance.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Monitors client operations dashboard measures to proactively manage client-level impacts.
  • Meet SLAs and turnaround times when maintaining high customer service levels.
  • Preparing ICAT (Internal Client Accepting Testing) test plans and Cobra test plans.
  • Performing the ICAT (testing of the employee portal benefits website used for the enrollments).
  • Managing the Annual Enrollment for the next plan year.
  • Providing the Annual Enrollment reports to the client.
  • Performing EOI Audits to ensure there are no E&O's.
  • Partnering with the clients on a weekly basis to provide the status on the open items via the Ongoing Delivery Document.
  • Monitoring Service Level Agreement to proactively manage client-level impacts.
  • Identifying the process gap, providing the improvement ideas, and implementing in the system after the leadership approval.
  • Executing all tasks assigned to the team and tracking them to be on schedule and to the highest standard.
  • Resolved customer complaints in professional and timely manner.
  • Monitored service staff performance and provided feedback for improvement.
  • Defined clear targets and objectives and communicated to other team members.

Process Associate

Royal Bank of Scotland
12.2012 - 08.2014
  • Company Overview: ABN-AMRO Operations
  • Part of ABN-AMRO team in RBS, we were required to Open/Close the accounts. Providing Debit Cards to the account holders.
  • Ensuring that all the documentation, processes and procedures are accurate and up to date and ensuring that all the team members are aware of these and follow them.
  • Daily & Monthly MIS sharing with Manager and analysis of reports.
  • Train new team members.
  • Taking care of the quality, production, Team Reports and all their queries about process and procedures and to make sure all the SLAs (Service Level Agreements) are met.
  • Backend Operations (Business Process Outsourcing)

Team Lead

Hanu Software
06.2012 - 11.2012
  • Company Overview: Backend Operations
  • Reviews and verifies data entered in the database to ensure accuracy.
  • Process data (Organize & Sort information) from source documents.
  • Manage the team and new colleagues in the organization.
  • Delegating the daily tasks in the team.
  • Taking care of the quality, production, Team Reports.
  • Backend Operations (Business Process Outsourcing)

Education

BBA - Business Administration

JK Padampat Singhania Business School
01-2012

10+2 - CBSE Board

Delhi Public School
01-2009

Skills

  • Microsoft Office Outlook
  • PowerPoint
  • MS Excel
  • Operations management
  • Stakeholder management
  • Service level agreements
  • Service delivery management
  • Time management
  • Team leadership
  • Reliable and responsible
  • Verbal and written communication
  • Team collaboration and leadership
  • Employee training and development

Personal Information

  • Father's Name: Inder Singh
  • Mother's Name: JyoG Singh
  • Date of Birth: 08/26/90
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Married

Disclaimer

I hereby declare that the particulars furnished above are true and complete to the best of my knowledge and belief and willing to take up challenges and additional tasks which would enhance my knowledge and pave the path for my career growth.

Timeline

Senior Service Manager

Wipro Limited
09.2014 - Current

Process Associate

Royal Bank of Scotland
12.2012 - 08.2014

Team Lead

Hanu Software
06.2012 - 11.2012

BBA - Business Administration

JK Padampat Singhania Business School

10+2 - CBSE Board

Delhi Public School

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Rachita SinghSenior Service Manager