Rahul Lamba

• Managed team of 35 members over critical US based QC process along with 7 Team Leads.
• Managed and drove quality initiatives, process change initiatives, projects and other initiatives as required.
• Migrated and setup processes twice from US onshore clients with success results from past 5 years. Raised process billable Hours from 352 Hrs. to 5280 Hrs. Raised revenue by 5% - 8% each quarter.
• Instrumental in understanding business in depth , Cross cultural skills has helped understanding client requirements in better manner . Onsite exposure has helped tremendously in building client relationship through various business meetings , presentations and learning new technologies one on one with them.
• Monitored daily productivity. Ensured quality standards have been met. Performance Improvement Plan implementation with focus on bottom performers.
• Created dynamic reports and assisted management in taking calculated decisions related to process and people. Reports include productivity analysis and quality trends, Sub Centre performance reports and Customer billing reports.
• Identified system and process improvement opportunities which directly influenced customer experience.
• Worked closely with onsite teams to ensure that tools and systems are continuously enhanced.
• Proven ability to quickly learn existing Business Processes to produce optimal business solution.
• Adapted at understanding customer challenges, navigated from problem to resolution and communicating process and resolution effectively both verbally and in writing.
• Worked within project planning constraints, communicated any identified project risks and issues to delivery manager and provided inputs to change control process.
• Demonstrated ability to interact comfortably with all levels of management and staff.
• Ensured early defect identification and prevention mechanisms via proper RCA and Retrospectives.
• Responsible for productivity and quality of team - provided individual coaching feedback sessions, and had weekly one-on-ones with team members to improve performance and quality.
• Served as single point of contact for escalated contact resolution of supervisory nature or complex problems.

• Discovered training needs and provided coaching to 70+ trainees.
• Set clear team goals and delegated tasks and set deadlines.
• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Developed strategies to promote team member adherence to company regulations and performance goals.
• Produced weekly, daily and monthly activity reports and forecasts.
• Conducted team member meetings and updated members on best practices and continuing expectations.
• Cross-trained and provided back up for customer service managers.
• Participated in cross-functional team-building activities.
• Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Initiated timely response to emails, voicemails and written correspondence.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.

• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
• Monitored daily and weekly key performance indicators to maintain on-track status.
• Adhered to applicable guidelines and requirements, and assisted team in doing same.
• Helped set and manage objectives for quality, productivity and compliance.
• Produced detailed reports outlining performance against benchmarks.
• Trained, mentored and directed team of 30 Associates.
• Contributed to interviewing process and made new hire recommendations.
• Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
• Improved team efficiency and productivity by restructuring workflow and managing assignments.
• Set schedules and oversaw daily workflow.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Performed root cause analysis in deficient areas to identify and resolve central issues.
• Reviewed and assessed ongoing operations, developing initiatives for continuous process improvement.
• Reviewed documentation such as Standard Operating Procedures (SOP) for accuracy and compliance.

• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction. Maintained weekly tracking and leadership reports to support operational enhancement and implement corrective actions.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Reviewed shift reports to understand current numbers and trends.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
• Evaluated employee performance on Monthly basis and coached and trained 8+ team members, increasing quality of work and employee motivation.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.

• Generated reports of findings to help management with making key decisions.
• Designed plans to improve operations and suggested changes to systems for overall organization.
• Met SLAs and internal and external regulatory standards by conducting scheduled procedural and tool audits.
• Migrated Quality Control Process from Ohio USA in Nov 2008 On Site and Offsite through Skype and Video conferencing.
• Recognized for migrating 25 Processes in 1 month from US and completing cross training within 1 month – Nov 2008 & Jan 2009.
• Transitioned processes to other Line of Business (LOB) and handled system conversions. Recognized for cross training and transition of 37 Processes and two FTE to other LOB – Jan 2010 .Implemented cross training within team, created backups and worked as subject matter expert (SME) in team .
• Escalated errors / issues and provided inputs on controls . Generated management reports (MIS) in accurate and timely manner. Attended risk review meets and weekly meets with Onshore Business Partners (OBP).
• Created standardized statistical models for use in enhancing and streamlining reporting processes.

• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
• Determined and recommended methods to address improvement opportunities.
• Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
• Processed Federal (Fed) wires, Automated Clearing House (ACH), Bill Pay and Checks, Stop payment request for checks, wire investigations and DDA Reconciliations and achieved 100% SLA TAT.

• Prepared and Uploaded Monthly Business Unit Packs and IT financial reports to management
• Prepared and posted IT Cross Training Charges journals on monthly basis
• Prepared 3Rs (Reconcile/Review/Reporting) schedules for month end reporting.
• Prepared Regional Allocations cost Reports for other European Branches on monthly basis.
• Reconciled IT Suspense account on monthly basis and opening of cost centers request.