Rohit Bharti

Project Management

• Develop comprehensive project plans outlining scope, objectives, deliverables, resources required, and timelines.
• Supporting multiple Pharma-based systems as a business admin, providing essential access levels as per requests received in Remedy, Service Catalogue, ServiceNow, and Mail, ensuring smooth system operations.
• Facilitate Scrum events (Daily Stand-ups, Sprint Planning, Sprint Reviews, Sprint Retrospectives) as needed to ensure effective communication, collaboration, and decision-making within the team.
• Conducted User Acceptance Testing (UAT) for simultaneous projects, demonstrating exceptional multitasking and quality assurance skills.
• Provided valuable support on existing projects and new initiatives, proactively identifying key performance indicators (KPIs), areas of opportunity, and project trends, and recommending actionable insights to stakeholders.

Closure and Evaluation

• Conduct project closure activities, including lessons learned sessions and post-project reviews, to document successes and areas for improvement.

Stakeholder Management

• Interact with clients to understand their requirements, address concerns, and ensure satisfaction with services provided. Coordinate and communicate with stakeholders including clients, project teams, and senior management to ensure alignment on transition objectives, timelines, and outcomes.

Transition Planning

• Develop and oversee transition plans for moving services, processes, or operations from one state to another, such as from development to production or from one provider to another.

Post-Transition Support

• Provide support and troubleshooting assistance during the initial stages post-transition to address any issues and ensure smooth operations.

Promoting Agile Practices

• Encourage and support the team in adopting Agile engineering practices such as Continuous Integration, Continuous Delivery, Test-Driven Development, etc.

Quality Assurance

• Monitor project deliverables to ensure they meet quality standards and client expectations. Ensure that transition activities meet quality standards and compliance requirements, conducting reviews and audits as necessary.

Documentation and Reporting

• Maintain comprehensive documentation of transition plans, workload tracker, production planner, Dashboards etc. Provide regular updates and reports to stakeholders and management.

Team Management

• Led a team of Associates and Lead Associates, collaborating with clients to plan, develop, and manage high-quality, error- free dashboards and reports, aiding in informed decision- making and business growth.

Performance Management

• Manage the performance of team members, providing feedback, coaching, and support as needed to enhance productivity and professional growth.

Training and Knowledge Transfer

• Coordinate training sessions and knowledge transfer activities to ensure that team members and stakeholders are prepared for new processes, systems, or services

Operational Planning and Management

• Managed a team of over 30 Full-Time Employees (FTEs) to consistently surpass Client SLA performance metrics. Developed monthly Production plans in coordination with Clients and allocated FTE resources accordingly.
• Handled B2B Debt collection for U.S. law firms including Garnishments, Subpoena, and Judgments utilizing Debt Collection tools. Developed and implement operational plans to achieve team objectives. Streamlined and improved the operational processes to enhance efficiency and productivity.

Client Management

• Conducted Client meetings covering Real Estate, Debt Recovery, Suits, E-Filings, and Judgments. Interacted with clients to understand their requirements, address concerns, and ensure satisfaction with services provided.

Task Coordination and Delegation

• Assigned tasks and responsibilities to team members based on their skills and expertise. Manage and coordinated workflows to ensure tasks are completed on time and to standard. Tracked the progress of tasks and projects, ensuring that deadlines are met.

Reporting

• Compiled and presented Production Reports using Power BI during Client meetings. Published team quality and Dashboard reports through Power BI, enhancing visibility and transparency.

Quality Control

• Established and enforced quality standards for the team's work. Conducted regular quality checks and audits to ensure adherence to standards.

Performance Monitoring

• Provided regular feedback to the team and improved efficiency through performance evaluations. Delivered comprehensive reports encompassing team performance, attendance, shifts, and compliance utilizing production tools.

Compliance and Risk Management

• Authored Standard Operating Procedures (SOPs) in collaboration with the Transition Team for streamlined processes.

Resource Allocation

• Allocated resources in a manner that maximizes productivity and minimizes waste.

Operational Planning and Management

• Dispatched incident and service request tickets to relevant teams if unable to resolve at the 1st line, ensuring continuous customer communication. Developed, maintained, trended, and reported Key Performance Indicators (KPIs).

Support and Coordination

• Helped the Team Leader develop and implement operational plans. Assist in assigning tasks and coordinating workflows to ensure efficient completion. Track the progress of tasks and projects, reporting any issues to the Team Leader.

Communication and Team Support

• Led and directed the workforce in problem identification, solving, and implementing continuous improvement measures. Managed team workload distribution and structure to ensure consistent high performance.

Quality Control

• Conducted regular quality checks to ensure adherence to standards. Help enforce quality standards and procedures. Identify areas for improvement and suggest corrective actions.

Training and Development

• Assisted in onboarding new team members and providing necessary training. Support training initiatives to enhance team members' skills and knowledge. Act as a mentor to junior team members, providing guidance and support.

Performance Monitoring and Reporting

• Managed team performance and facilitated overall team development. Collected data on team performance and productivity. Prepare and submit reports on team performance to the Team Leader. Assist in monitoring key performance indicators (KPIs).

Process Support

• Handled team queries on B2B debt collection procedures and provided feedback accordingly. Allocated daily tasks to team members based on Turnaround Time (TAT) and resource utilization.
• Dispatched incident and service request tickets to relevant teams if unable to resolve at the first line, ensuring continuous customer communication. Interacted with clients daily via calls and emails to address procedure queries and transitions.
• Responsible for transitioning procedures from Proof of Concept (POC) stage to Production, updating Standard Operating Procedures (SOPs) as required.

Quality Assurance

• Prepared audit reports for all procedures and submitted them to the Operating Manager.

Training and Development

• Involved in internal training and quality check processes for the team. Assist in the onboarding of new employees, providing necessary training and resources.

Documentation and Standardization

• Created and maintained detailed process documentation, including standard operating procedures (SOPs) and work instructions. Maintained daily dashboards and production trackers for team members

Operational Support

• Worked on Legal Debt collection processes for U.S. law firms, worked on processes such as Garnishments, Subpoena, and Judgments using debt collection tools. Handled backend operations for multiple clients, ensuring production met Turnaround Time (TAT) requirements.
• Follow and help maintain SOPs to ensure consistency and quality. Updated the daily dashboards, business driver reports, and published them on SharePoint for team access. Assisted the Team Leader by communicating file details and addressing concerns as required

Inventory Management

• Managed the daily volume and Quality First Level (QFL) files, ensuring timely processing. Monitored and managed the inventory levels, ensured adequate supplies are available. Assisted in allocating resources effectively to support operational needs.

Team Coordination

• Coordinated with team members to ensure alignment and smooth operations. Assisted in organizing and preparing for meetings, including scheduling and taking minutes.