Sujeeth B

• Allocated resources to planned programs according to business objectives.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Procured contracting arrangements with sub-contractors and service providers.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Developed systems and procedures to improve operational quality and team efficiency.
• Establishing trust/assurance with customers by ensuring that the order is delivered with the best experience
• There are 20% Cancellations on the Order inflow in the system where governance will be involved to reduce the fraudulent activities performed by the DE’s.
• CX Issues will be classified based on the Fraud, Performance and Behavioral Issues.
• Cancellations will be classified based on CX<>DX Pareto.
• Fraudulent Issues will be like Marked Delivered incorrectly, Post Pickup Cancellation and Self Orders based on Geohash.
• Performance Issues will be like Delayed Orders, Ratings, so on.
• Behavioral Issues will be like Sexual Harassment Drunk during delivery, Physical violence with any stakeholder - Customer, Restaurant, Swiggy Employee or another DE.
• Setting clear expectations among Delivery partners about behaviors that causes much pain to CX by proactive training and proactive/real-time communications.
• Delivery partners involved in detracting behaviors are given ample opportunities to improve and DPs continuously showing bad behavior without signs of improvement are strictly dealt in accordance with the Governance actioning like Warning and Penalizing.
• The outliers in terms of continuous order rejection (manual rejects) will be governed with Pre confirmation and Post Confirmation level of Rejection.
• Close the ticket based on the resolution of “DE Guilty - Terminated/Penalized/Warned” or “DE not guilty”

• Processing of end-to-end Payout for the Delivery Executives of more than 500+ cities for PAN India.

• Conducting training programs for Fleet Managers on maintenance of Delivery Fleet.

• Maintaining the Ticketing system of the DE’s and discussing the major points with the Fleet Manager on a weekly basis to avoid the Banners and strike at the ground level.

• Launching of New Cities with specialized PDP structures with the Automation process through Alchemist.

• Implementing of JIRA Ticketing Process to raise the request of Payout discrepancies.

• Implementing of Sapphire tool for raising the tickets for the Manual uploads and Structures of Referral & Joining Bonus.

• Automation of Security Deposit Deduction in Alchemist to lessen the dependency of Fleet Managers to Central Level.

• Implementation of new features to improve the DE Experience and DE Governance Policies.

• Regular meetings with Fleet Mangers on the DE’s payout with the regular login hours, shift completion, ratings, Dress code violation and so on.

• Calculation of Referral and Joining Bonus of Delivery Executives for PAN India.

• Processing of Manual Discrepancies of Delivery executives on a weekly basis.

• Processing of Special Incentives like Festival Surge, Rain Surge, World cup incentive.

• Creating and Managing of Dashboards for the Payout cycle with metrics like CPD, CPH, SNO Costing and other finance metrics.

• Standardizing of payout structures for Referral & Joining Bonus and Manual Discrepancies for PAN India.

• Meeting the working DE’s on the field to improve the DE Payout Experience.

• Creating of MY Dashboard where DE’s can investigate their various metrics and information about them.

• Perform End to End Month End Reconciliation and Investigation of Breaks for Boston, Paris, London, Hong kong and Luxemburg funds on a licensed platform.

• Perform Excel based End to End Reconciliation and Investigation on Holdings, Cash, Accruals and Trades of the funds.

• Updating the Error tracker, funds tracker and Fund Specification report.

• Investigating on the Accrual rates on Bloomberg tool.

• Extraction of Custody reports and performing excel based recon for Equity and Fixed Income funds.

• Received Best Performer award for Handling Sydney Reconciliation with 100% accuracy

• Check availability, accuracy and completeness of files for reconciliation.

• Liaise with Data Management Team, Application IT team, Business lines and onshore team for reconciliation file issues.

• Perform Reconciliation and Investigation of Breaks across Nostro, Depot and Internal accounts on a licensed platform.

• Perform Excel based Reconciliation and Investigation of Failed Trades.

• Was given the responsibility to migrate accounts, files, rules, condition and data from Smart Stream Systems to TLM.

• Understand the requirements of clients and their customers and meet their expectations.

• Analyze, formulate and implement solutions for any issues / misses / concerns raised by management or clients.

• Formulate and implement Cross Training plans, maintain attendance and Leave tracker and Plan Shift timing for each team member.

• Maintaining Issue / Error Logs of the team members for further deep dive analysis.

• Identify areas for process improvement, automate manual processes and decommission non-value add processes