Rahul Kaul
Pune
Summary
To find myself in a deserving position where I can explore my potential to the fullest, emerge as a good team player and play an active role in the group and company dynamics.
A Competent Professional with a total of +19 years of experience with the latest trends and techniques displaying a wide range of skills in Business Operations, Quality, Transitions (Solution Designing) & Customer Relationship Management Strong People & Business Management Skills with proven abilities in large scale operations
Overview
14
14
years of professional experience
Work History
Sr. Group Manager – Band 7
WNS
Pune
04.2014 - 04.2015
- Responsible for identifying, prioritizing, managing and communicating all key decision to stake holders.
- Ensuring successful on-time delivery of both processes from Pilot to Business-As-Usual (BAU) stage.
- Identify causes for non-achievement of SLAs (if any), develop solutions, and execute the same
- Analyze data; assess opportunities for improving performances while driving efficiencies and operational excellence.
- Ensuring client audits are carried out in conformance with the regulatory framework.
- Evaluate, review facilitate and implement process improvement initiatives and projects
- Coordinating with other departments such as Quality, Training and Finance regularly with issues pertaining to performance measurement, recruitment and identifying training and development needs in each process.
- Participate in client/internal review calls and handle escalations
- Act as an interface with the client and be responsible for managing the day-to-day operational functions of the team.
- Conduct Performance Appraisals with Service Delivery Managers on Quarterly basis.
- Ensure the achievement of the financial targets for the cost center
- Manage performance of individual teams through performance management techniques, career planning strategies, and sharing of best practices
- Act as an interface with the client and be responsible for managing the day-to-day operational functions of the team
Group Manager – Band 6
WNS
Bangalore
05.2009 - 04.2014
- Handled multiple portfolios in Operations and am directly responsible for client communication, account development and client retention
- Plan and conceptualize various strategies to achieve business goals aimed towards the growth in business volumes
- Develop a competitive business strategy, uncovering/ creating new opportunities, identifying dynamic and flexible solutions and managing account activity.
- Initiated measures to improvise service standards by timely resolution of after-service complaints
- Resolving customer complaints on performance bottlenecks by attending customer queries and issues
- Responsible for End to End migration of all Life &Pensions Processes from Aviva Ireland to Bangalore.
- Identifying key enablers required for offshore processing.
- Key responsibility included complete Mapping of all tasks & processes and getting them signed off from onshore stake holders.
- Smooth training of all TTT resources at onshore.
- Creation and planning of offshore training plan and ensuring smooth execution of the same.
- Coordinating with other departments such as Operations, Quality, and Training to create all the required documentation for smooth transition of process.
- Developed solution documents and standard operating procedures across processes to ensure parity
- Track and improve VOC/CSAT/Compliance scores at the program level.
- Drive ideation and best practice sharing through Kaizen initiatives
- Conduct & monitor projects for process improvement
- Ensuring all the issues and Risks are highlighted to the stakeholders at regular intervals.
- Managed internal workforce deployment / IJPs / promotions / appraisals etc.
- Created employee engagement activities through active employee participation
Assistant Operations Manager – Band 5
WNS
Pune
05.2006 - 04.2009
- Responsible & accountable for end-to-end project delivery of Group Insurance processes from UK to India.
- Responsible for identifying, prioritizing, managing and communicating all key decision to stake holders.
- Ensuring successful on-time delivery of both processes from pilot to Business-as-usual (BAU) stage
- Analyze data; assess opportunities for improving performances while driving efficiencies and operational excellence.
- Ensuring client audits are carried out in conformance with the regulatory framework.
- Coordinating with other departments such as Operations, Quality, Training and Finance regularly with issues pertaining to performance measurement, recruitment and identifying training and development needs in each process.
- Conduct Weekly Service Reviews and Monthly Business Review with the client discussing the overall performance of the process.
Assistant Operations Manager
Care Universal Business Solutions
Pune
03.2004 - 05.2006
- Responsible & accountable for achieving sales targets for both the teams.
- Ensuring call quality scores are maintained as per the customer guidelines.
- Ensuring client audits are carried out in conformance with the regulatory framework.
- Coordinating with other departments such as Operations, Quality, Training and Finance regularly with issues pertaining to performance measurement, recruitment and identifying training and development needs in each process.
- Coordinating with Clients (conference calls) and organizing team meetings to review the challenges and suggesting different methods in order to overcome those challenges.
Sr. Customer -Service Representative – Band 1
Wipro Spectramind
Belapur Mumbai
08.2002 - 03.2004
- Earlier working with an international outbound process for a U.S
- Based client (Capital One) I was working as a Mentor handling a team of 10 – 12 associates from OJT batches
- Awarded as ‘Associate of the month’ for 3 consecutive months
- To conduct Refresher training as and when required
- Awarded highest seller of the month in January
- Joined in as an associate but after the appraisals was promoted as a mentor
Customer -Service Representative – Band 1
GTL, Global CMS
Mahape Mumbai
09.2001 - 08.2002
- Worked for an US Bank for offering credit cards to the US customers
- Awarded as the Best CSR for consistent performance for 3 consecutive months
- Member of Quality focus team (Acting as a bridge between agents and quality associates to resolve all the upcoming Quality Issues).
General Manager – Band 8
WNS
Pune
04.2015
- Leading a diversified finance operations functions involved in various processes under Order to cash (Collections, broker account reconciliation, customer support , billing & invoicing, agency set up, credit management etc.) with a fair understanding on the credit risk (credit scoring & risk categorization
- Leading UKGI claims & UW operation for a UK insurer, which includes end to end management of claims lifecycle (Claims Setups, Recoveries, Third party claims management etc.)
- Driving transformation, leading convergence & improvement/productivity projects
- Undertake process improvements & productivity, best practice sharing across geographies
- Working directly with multiple & senior business stakeholders
- Build relationship & confidence, to identify & evaluate future business.
- Lead & assist CoE head for introduction of new service offerings to new/existing business partners
- Deliver in accordance with agreed key business metrics & customer outcomes across processes
- Lead, motivate & influence the team to deliver & exceed business objectives
Education
Skills
- Learner: Have desire to learn and continuously improve
- Command: Always ready to take control of situations & make decisions, Am always willing to take chances and venture into unknown territory Eg Had no experience in managing General insurance when my domain expertise is in life & pensions but was more than happy to take up the challenge and was by far successful in managing the same
Accomplishments
- Been part of a Game Changer initiative
- Achieved the Leadership Survey Scores of >96% across all the 4 Leadership Surveys for clients across globe.
Formaltrainingprograms
- Completed Leadership program from Cornell SC Johnson college of Business
- ‘Frontline Leadership Focus Curriculum – Level 1’ from AVIVA Global Services.
- ‘Frontline Leadership Focus Curriculum – Level 2’ from AVIVA Global Services.
- Project Management Training from PMP certified “Vinsys” institute Pune
- BizzLeap – 5 day residential training program for senior leaders on operations management, RFP/RFI & end-to-end off-shoring & general business management.
- INVITE – Off-site training program on team building skills and activities
- BELBIN – Based on team roles and dynamics.
Personal Information
- Passport Expiry Date: 06/15/29
- Date of Birth: 02/06/79
Timeline
General Manager – Band 8
WNS
04.2015
Sr. Group Manager – Band 7
WNS
04.2014 - 04.2015
Group Manager – Band 6
WNS
05.2009 - 04.2014
Assistant Operations Manager – Band 5
WNS
05.2006 - 04.2009
Assistant Operations Manager
Care Universal Business Solutions
03.2004 - 05.2006
Sr. Customer -Service Representative – Band 1
Wipro Spectramind
08.2002 - 03.2004
Customer -Service Representative – Band 1
GTL, Global CMS
09.2001 - 08.2002