Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
References
Timeline
Generic

SAMEER KHADAR

Bangalore

Summary

  • Seeking an exigent position in mid level Management across BPO\KPO\LPO, to leverage my expertise in all outsourcing facets of specific business processes and functions intended to improve business performance and profitability in a growth-focused organization. PROFILE
  • Dynamic & result oriented professional with rich cross-functional experience of over 17 years in managing the entire spectrum of BPO related functions including Process Improvement, Work Force Management, Service Excellence, Quality Compliance & Operational Development, Training (Process) and Client Management.
  • Possess demonstrated capabilities in managing process verticals with strong background in implementing process improvements and quality initiatives for desired performance levels.
  • Hands on experience in managing Transitions, possess in-depth knowledge of entire BPO operations ranging from ensuring SLAs, Process flows, Basic FTE Management, Team/Performance Analysis, MIS, Root Cause Analysis, Training and mentoring along with forecasting of workload and required staff.
  • Expertise in maintaining high standards of customer service, with quality & service norms to achieve customer satisfaction and business retention. KEY STRENGTHS AREAS BPO Service Operations Management Service Quality Standards Customer experience Work Force Management Client Relationship Management Information Management People Management Process Management Performance Management Training and Mentoring

Overview

10
10
years of professional experience

Work History

Manager Operations – PLANT OPERATIONS

Fidelity National Financial Services
08.2018 - Current
  • Manage overall operations and individual team’s performance expectations and goals
  • Ensuring prime objective of improving customer experience through qualitative operational delivery
  • Implemented plans to remove any obstacles in delivering productivity and quality goals through continuous improvement and growth of the process
  • Outlining SOP and staff planning to set up targets and meet SLA’s
  • Maintaining Claim Critical Quality and Quality Critical to Process and Clients
  • Review intricate customer issues regularly and proactively formulate FAQ’s to ward off negative customer experience
  • Dive deep into data and identify negative trends
  • Day to day effective utilization of available resources
  • Provided structure and guidance to the team by developing operational strategies and procedures
  • Planned and implemented short-term and long-term goals
  • Periodic review of performance goals and objectives with senior leaders to achieve the best customer experience
  • Hands on Vendor Management, Managing vendor’s effectively and gain Profit to the organization
  • Have actively participated in hiring and developing the best talent in the organization
  • Conducting half yearly reviews and Annual review for all direct repots
  • Improved the operational systems, processes, policies and procedures in support of organizations mission -- specifically, support better management reporting, information flow and management for business excellence
  • Building a data oriented, culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.

ASSISTANT MANAGER – Title & US Mortgage

First American (India) Pvt. Ltd.
05.2015 - 06.2018
  • Managed Non-voice team of 103 members – US Mortgage - Title Insurance
  • Have 4 Team Leads/Line Leads and 2 Sr
  • Leads Reporting into me
  • Following up with leads / Sr
  • Leads on moving the bins to meet the TAT effectively & to attain team efficiency
  • Monitor all the reports sent by leads for its accuracy and candidness
  • Conducting regular team building activities & resolve any unsettled queries relating to work
  • Worked on monthly Management reports like SLA Dashboards & Other Matrix reports
  • Worked on capacity planning, staffing analysis & Reserve staff analysis is done on a monthly basis for proper production planning & execution
  • Creating Business Case
  • Planning on Shift Roster & optimal utilization of resources together with balancing of resources between various shift
  • Team works for 2 different shifts & I manage working along with them by adjusting my shifts every week
  • Have a conference call with the US managers & other units on a daily basis & transition various process over the live meetings
  • Have a good rapport with the US Clients which made me understand the process better & cascaded the same to the team to have their process knowledge updated
  • Conducted process test to the team on a monthly basis which was directly related to their Monthly Incentives
  • Conduct One on One session with the team every quarter & document their progress/ weakness & provide a solution for the same to overcome their drawbacks
  • Conduct weekly meetings with the Operation Managers and Leads to address the Issues
  • Have got the US projects completed by the team even before the deadline which has given us the opportunity to get more process/projects
  • Have got many process manuals/guides prepared for the process which was been approved by the Business Area Managers
  • Prepare Annual stack rankings for the team & conduct one on one annual reviews with the team
  • Leave Approvals, Handling Escalation, Liaison with other departments / teams, for resolving specific issues.

TEAM MANAGER – Title & US Mortgage

First American (India) Pvt. Ltd.
04.2014 - 04.2015

Education

B.Com -

03.1981

Skills

  • Project Management Professional – From Eduhubspotnet
  • Six sigma – Trained Yellow belt
  • MS Word
  • PowerPoint
  • Outlook Express
  • Excellent in MS Excel (Generating various formula as per requirement and automation of report using formula in excel sheet)
  • Operating System - Windows Family
  • Operating Internet/Intranet
  • Excellent office administration skills
  • Excellent interpersonal and both oral and written communication skills
  • Strong organizational skills and attention to detail
  • Natural ability to work both independently as well as with a team
  • Strong analytical and problem-solving skills
  • Strong multitasking skills
  • Love to interact with people
  • Language Known: English, Hindi, Kannada and Urdu
  • BPO Service Operations Management
  • Service Quality Standards
  • Customer experience
  • Work Force Management
  • Client Relationship Management
  • Information Management
  • People Management
  • Process Management
  • Performance Management
  • Training and Mentoring

Accomplishments

  • Drove 14 Quality improvement projects with 100% success rate.
  • Developed 5 Team Leads and 2 Sr. Team Lead within a span of 3 years under my Mentorship.
  • Received Best Performing Team award under my Supervision for 2 consecutive months (Sep & Oct’19)
  • Received Best Asst. Manager award - 2019 for grooming the team (in terms of performance & growth)
  • Successfully reduced TAT by 40% which helped in Productivity Improvement and Cost Reduction
  • Received Appreciation from Onshore Management for Staff Development and excellent Work force Management.
  • Implemented Random Sampling Methodology (Quality Standard) for Philippines, USA and India Production Sites.
  • Successfully transitioned 7 New Processes out of which 1 process through onsite visit and other 3 through online meetings, webinars and conference call and ensured Business as usual state within 3 months of transition, thus reducing transition cost for the company

Personal Information

Title: PROCESS OPERATIONS PROFESSIONAL

References

Available on Request

Timeline

Manager Operations – PLANT OPERATIONS

Fidelity National Financial Services
08.2018 - Current

ASSISTANT MANAGER – Title & US Mortgage

First American (India) Pvt. Ltd.
05.2015 - 06.2018

TEAM MANAGER – Title & US Mortgage

First American (India) Pvt. Ltd.
04.2014 - 04.2015

B.Com -

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