Shilpa Mehra

DESIGNATION Assistant Operations Manager

Genpact India Private Limited

12.2008 - 08.2020

Worked for an Australian Bank 'Westpac' and handled a team size of 32 direct reports
Was responsible for preparing and sharing weekly and monthly governance reporting with stakeholders (Operations performance deck, Risk profile, Service level Governance)
Contributed in the development of the business plan for the set targets
Ensured risk and compliance parameters are met as per the agreed policy and business requirements
Ensured adherence to quality management systems
Maintained close working relationship with both Clients & Leadership
Represented the business during Client visits through presentations
Monitored customer satisfaction, resolved issues, and provided solutions
Handled the weekly and Monthly review calls with clients
Mentored new agents and conduct their PHO Pre Hire Orientation
Identified PDP for the team members as per the requirement and performance
Ensured operational excellence achieved in terms of service delivery and customer outcome
Worked in different teams with different domain and skill set (SME , Team coach, Trainer, Team Leader, Domain Expert and Assistant Manager)
Worked on I ‘learn Project and trained the Team coaches & Supervisors
Have been rewarded with multiple awards by the clients and the leadership
Worked with cross functional teams to monitor and review operational tasks against company benchmarks.
Assisted in decreasing operational costs by developing new business processes and revising existing procedures.
Enabled team growth, assisting with recruitment process from start to finish.
Drafted KPI reports to senior management with strategic recommendations.
Mentored staff to consistently exceed individual performance targets.
Recorded and maintained staff paperwork, employee payroll and performance sheets.
Evaluated operational goals, suggesting improvements and recommended actions.
Drew up organisational reports for top management to evaluate.
Oversaw day-to-day operations of company, maintaining operational and service standards.
Investigated and documented operational incidents and quality variance.
Supported operations manager by giving actionable feedback and assisting with administrative and operational responsibilities.
Identified business risks and opportunities by analysing operational and market data.