Rajesh Razdan

Operations Manager with 20 years of experience handling operations, primary source verifications, client servicing, customer service and vendor management. To secure a leadership role that encompasses working with diverse staff in achieving goals and solving problems to further enhance the company's profitability. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

• Ernst & Young, 06/01/2022, Present, Manager (Operations), Lead a team of highly professionals; including consultants, senior consultants, and analysts, to ensure smooth operations and timely delivery of background verification reports to clients., Manage and maintain quality standards, adhering to SLAs and continuously improving performance metrics., Engage in regular client interactions to understand their needs, provide updates, and explore new business opportunities., Collaborate with stakeholders across the organization to identify areas for improvement and implement strategies to enhance overall efficiency., Proactively address challenges and risks, devising effective solutions to mitigate potential issues., Drive innovation in tech development, proposing and implementing new ideas to streamline processes and enhance service offerings., Coach team members to foster professional growth and excellence in their roles., Evaluated employee skills and optimized assignments to best use individual talents and knowledge., Created plans and communicated deadlines to complete projects on time.
• Dataflow Services (India) Pvt. Ltd., 05/01/2015, 06/01/2022, Manager (Operations), Managing a team of 35 team members for two different processes with 6 team leaders, Setting up targets and goals for the process - setting and maintaining CTQ & CTP targets for the process., Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies, Capacity Planning and Accuracy Base-Lining., Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level., Responsibilities included Vendor Partnerships, Risk & Compliance and Performance activities for a background screening Organization. Oversees the selection, qualification, on-boarding, invoicing, management, measurement and review of vendors to ensure that the company receives quality and service at the lowest cost of ownership., Implemented and maintained vendor scorecard program to measure performance of 55 global vendors with an emphasis on Turnaround time, Quality, Support and Compliance., Expanded the vendor coverage in Middle East, Europe and Africa with adequate reserves for a comprehensive global coverage., Increased efficiency by evaluating vendor's performance, training and clearly identifying roles, responsibilities and standards., Ensuring timely preparation and maintenance of all compliance related documents and service level contracts of vendors and IA's, Worked on vendor capabilities for potential clients for sales and business development team, Liaison with all internal departments for smooth operations delivery & minimum/no conflicts
• EXL Service SEZ BPO Solution Pvt. Ltd., 10/01/2013, 05/01/2015, Lead Assistant Manager (Operations), Setting up targets and goals for the process - setting and maintaining CTQ & CTP targets for the process., Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies, Capacity Planning and Accuracy Base-Lining., Ensuring timely completion of appraisal and monthly one-to-one sessions., Managing a team of 25 team members for three different processes for Health Insurance Domain., Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level., Planning targets, monitoring and ensuring achievement of overall targets on a daily, weekly & monthly basis, Responsible for daily productivity report, weekly four blockers for management reviews, monthly dashboard for Process Review with Client.
• Bank of America Continuum India Pvt. Ltd, 12/01/2003, 08/01/2013, Team Leader (Operations), Managing a team of 15 people for the US Mortgage Back End process (CCRD)., Team Members performance monitoring, training and feedback on a monthly basis., Responsible for Queue Allocation and Data Analysis of the entire portfolio comprising of different work levels with different phases., Weekly interaction with Line of Business in order to follow ups for the process related queries and performance management., Part of Risk Initiative team for regular auditing the process within the vertical for documentation and process health. Responsible for updating process level changes in BPM for the operation PG reviews., Working as an RQE for implementation and sharing best practices for the process enhancement.
• Oracle (OFSS) BPO Services Limited, 12/01/2003, 02/01/2010, Team Leader (Operations), Leading and managing a process of a US based Hazard Insurance Company (ZC Sterling)., Driving and managing a team of total strength of 22 team members., Meeting All client CTQ's.
• Oracle (OFSS) BPO Services Limited, 03/01/2006, 09/01/2007, Quality Analyst, Planning and evaluating day to day Productivity of 26 associates for various Clients., Weekly quality auditing of 26 associates and preparing quality dashboards.
• Oracle (OFSS) BPO Services Limited, 12/01/2003, 03/01/2006, Process Associate, Working for servicing of loans/closing of mortgages for a US Mortgage Corporation (Option One Mortgage Corporation).