Summary
Overview
Work History
Education
Skills
Phone
References
Timeline
Generic
Ronald Sharma

Ronald Sharma

Mumbai

Summary

Dynamic Senior Business Operations Manager at TCS with a proven track record in process improvement and team leadership. Successfully managed a team of 150+, driving performance through strategic planning and quality audits. Expert in enhancing customer satisfaction and operational efficiency, leveraging Agile methodologies and Lean Six Sigma principles to achieve outstanding results.

Overview

22
22
years of professional experience

Work History

Senior Business Operations Manager

TCS (Tata Consultancy Services)
Mumbai
07.2022 - Current
  • Managing a team of 150+ voice webchat & email operators catering to U.K customers.
  • Integral part of managing the Livehelp team ( webchat ) alongside voice operations & ensuring team performs through all KPI's successfully.
  • Worked on various process improvement projects & have been successful in completing a project using the Agile methodology.
  • Worked on 5+ lean six sigma projects & trained the teams across verticals.
  • Have been responsible to lead a team that works on the content management for the customer.
  • Have been front ending quite a few client visits for the account.
  • Instrumental in leading the R&R ceremonies for the project.
  • Have been a host for the most important award event ( Pinnacle ) held at Taj Landend in March 2019.
  • Handling recruitments of new hires for the process to ensure selection of best in class team members.
  • Liaising with the Training and Quality team to ensure excellent team performance and smooth functioning.
  • Managing Operational targets like C-Sat, quality, AHT & NPS.
  • Conduct Quality Audits and provide Feedback on a regular basis.
  • Manage the day-to-day client interactions.

Assistant Manager- U.S Mortgage Servicing- Bids and 3rd Party

TCS (Tata Consultancy Services)
09.2013 - 10.2015
  • Responsible for performance management of a team of 20-25 in various skills set such as foreclosure, Loss Mitigation, Bids & third Party, SCRA.
  • Being in data process ensured time & motion study to get efficiency with the correct headcount.
  • Ensured accuracy in the team to minimise any errors in foreclosure.
  • Attended to clients requirements on priority.
  • Prepared goal sheet for the Team Leaders for performance appraisal.
  • Reviewed &Analysed team performance with TL's on a monthly basis to see month on month improvement.
  • Attended to client & attorney calls to ensure process improvements & meeting business requirements.
  • Prepared the incentive plan for the team members.
  • Completed Green Belt Certification to enhance process functioning via automation.

Team Leader

Hutchison 3 Global Services Pvt. Ltd (Telecom)
11.2008 - 05.2013
  • Responsible for performance management of a team of 25-30 in various skill sets such as Sales, Business retentions, Consumer Upgrades and Consumer retentions.
  • As a veteran team leader, was assigned several department transitions from Australia to Mumbai during the VHA transition to Mumbai.
  • Also played a key role in setting up the department performance during the initial months.
  • Provide direction & purpose, develop & support challenges & inspire others to develop their capabilities.
  • Suggested recommendations on uplifting of controls for the process to improve control effectiveness.
  • Responsible for the quantity and quality of the work of the team/support team members with personal development planning.
  • Identifying training opportunities to enhance customer experience.
  • Suggested process improvements for the upliftment of the business.
  • Continuous monitoring of advisors, and providing instantaneous feedback on productivity issues where required.
  • Ensured staff technical, product and process knowledge not only meets minimum standards but also exceeds expectations.
  • Key function was to monitor and analyse advisor performance statistics on a daily, weekly and monthly basis, identifying trends at individual and team level.
  • Address performance issues identified in an appropriate and timely fashion.
  • Prepare an action plan for the team and monitor progress in a timely manner.
  • Setting Individual and team goal in lines with Department and centre KPI's.
  • Responsible for development and motivation of team members for consistent results.
  • Superior customer service skills for managing highly irate customer disputes and complaints.
  • As a part of VHA Retentions team, setting up weekly and monthly churn target for team and individual team members in lines with the Department and VHA churn budget.
  • Responsible of conducting team meeting and Briefing to update Team members about new Product and process updates.
  • Closely working with Change Management Team in order to improve current policy and procedure for customers.
  • Conducting in-depth analysis in order to present timely reports and insights of how the process could be improved for customers.
  • Initiated, trialled and rolled out several changes at the department level to Improve advisor efficiency and service level, reduce queries to supervisors and enhance advisor knowledge.

Team Leader

Bank of America (Formerly Countrywide Financial Corp)
07.2005 - 09.2008
  • Understand the different areas of operations within HRD in order to propagate CFCI values.
  • Lead, motivate, counsel, develop and coach team members to meet departmental SLA'.
  • Effectively implement rewards/ recognition, appraisal & incentive programs.
  • Effective liaison with various departments within HRD to gain support and resolve issues.
  • Identify, facilitate and implement process improvement ideas to improve efficiency.
  • Preparing & compiling various weekly/ monthly reports pertaining to process and productivity.
  • Instrumental in ensuring Service Level Agreements (SLAs) are met by the team.

Team Coach

Bank of America (Formerly Countrywide Financial Corp)
11.2006 - 06.2007
  • Mentoring & coaching of the poor performers, which included setting up targets and goals for them and helping them achieve them.
  • Reviewing performance of the bottom performers and take corrective actions to ensure smooth management of the team on daily basis.
  • Taking up C-SAT briefing & ensuring customer satisfaction.
  • Handling OJT batches from training through operations.
  • Handling complex transactions and finding solutions to customer queries.
  • Providing floor support to the team being a Subject Matter Expert.
  • Handling escalation calls for the team members in the absence of the team leader.
  • Managing the team in the absence of the Team Leader.

Customer service representative

Bank of America (Formerly Countrywide Financial Corp)
07.2005 - 10.2006
  • Taking calls and handling customer queries.
  • Have undergone US Voice & Accent training.
  • Achieving individual SLA's given by Team Manager/ Process Leader.

Customer service representative

E-funds International Pvt. Ltd
01.2004 - 06.2005
  • Was part of the core US AT&T wireless pilot team.
  • Trained and mentored new members joining the team.

Education

BBA - Bachelors in Business Administration

St.Anselms Ajmer
Ajmer - Rajasthan
01-2008

12th Standard - CBSE Board

St. Anselm's Sr. Sec. School
Ajmer

10th Standard - CBSE Board

St. Anselm's Sr. Sec. School
Ajmer

Skills

  • Team leadership
  • Process improvement
  • Customer relationship management
  • Performance management
  • Problem solving
  • Strategic planning
  • Cross-functional team leadership

Phone

  • 91, 9920317909
  • 91, 9920834479

References

Further details and references would be provided on request.

Timeline

Senior Business Operations Manager

TCS (Tata Consultancy Services)
07.2022 - Current

Assistant Manager- U.S Mortgage Servicing- Bids and 3rd Party

TCS (Tata Consultancy Services)
09.2013 - 10.2015

Team Leader

Hutchison 3 Global Services Pvt. Ltd (Telecom)
11.2008 - 05.2013

Team Coach

Bank of America (Formerly Countrywide Financial Corp)
11.2006 - 06.2007

Team Leader

Bank of America (Formerly Countrywide Financial Corp)
07.2005 - 09.2008

Customer service representative

Bank of America (Formerly Countrywide Financial Corp)
07.2005 - 10.2006

Customer service representative

E-funds International Pvt. Ltd
01.2004 - 06.2005

BBA - Bachelors in Business Administration

St.Anselms Ajmer

12th Standard - CBSE Board

St. Anselm's Sr. Sec. School

10th Standard - CBSE Board

St. Anselm's Sr. Sec. School

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Ronald Sharma