Shreja Desai

Responsibilities:

• Set goals/KPI/target for the entire (10+) team members.
• Take up existing projects and optimize them by closely working with the product team.
• Take new initiatives to drive additional revenue.
• Handle general operations which includes daily execution, driving volume, tracking progress, highlighting flags, daily reporting & handling team
• Setup operational systems and processes and run the operations function for my Vertical.
• Execute complex operations and solve problems persistently and at a lightning speed.
• Responsible for client experience, handling all client escalations and solving them systematically. Also accountable for cost of operations, driving efficiency and productivity to drive lean operations.
• Functioned with expert level proficiency in daily operations, and addressed any challenges with optimism and drive.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Developed and implemented strategies to maximize customer satisfaction.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Responsibilities:

• Own and manage new POCs to ensure their success.
• Consistently work towards improving the quality of deliverables of the team through analyzing data and feedback from the team.
• Monitor, assess and track progress of key operational metric.
• Help management get the right insights from the operations team and drive decisions towards business goals.
• Consistently work towards increasing the efficiency of the team and improve the business bottom line.
• Consistently work towards improving the quality of deliverables of team through analyzing data and feedback from the team.
• Monitor, asses and track progress of key operational metric.
• Help management get the right insights from the operations team and drive decisions towards business goals.

Responsibilities:

1. Strategy and planning: To assist the top-management in developing operations strategy for effectively scaling the sourcing requirements of the company with regards to the Delivery Executives. Will have to be liaison between the strategy team and implementation team.

2. Implementation: Required to design and implement processes and effectively onboard the Delivery Executives and ensure no leakages in the process.

3. People management: Also responsible for devising sourcing strategies and employee retention strategy. Have leadership capabilities with ability to lead cross functional teams using strong planning and organizational skills. Has ability to evaluate and manage the resources and processes required for the successful completion of projects. Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other change initiatives as required.

Quality Check lead for Onboarding process- To have 100% compliance in the Delivery partner’s onboarding process.

Responsibilities:

1. Quality & customer service standards, resolve problems, complete audits & identify trends

2. Communicate driver issues with operation team to set/or implement policies, procedures & systems to follow through with implementation

3. Supporting better management reporting, information flows & management, planning

4. Improving operational management systems, processes & best practices that guarantee organizational well-being

5. Ensure safe & efficient operations on the floor

6. Carry out supervisory responsibilities in accordance with companies’ policies & applicable laws

7. Driving initiatives in the team that contribute to long term operational excellence 8. Handling Escalations and solve driver’s issues proficiently

9. Perform quality controls & monitor operation KPIs

10. Conduct process & skill training as and when required to all associates

As a Quality Lead:

1. Evaluate operation processes for compliance with quality requirements 2. Identify processes, situations, etc., where organization is meeting requirements, as well as identify opportunities for improvement. Handle tickets via calls (Voice process)-

Drivers raise the issues via agents and the responses are shared with all the required details to solve the issue of drivers. We resolve their issues via calls and acknowledge

agents/drivers via emails about whether the issue is resolved or not.