SUSHANT KUMAR

Operational Delivery

Process Management and Improvement:

· Liaise with platform teams for process implementation & management of processes for frontline teams

· Identify process improvement opportunities & implement changes, to ensure all processes are easy for frontline consumption & also deliver superior customer experience

· Support new product, plan & services launch by implementing required processes in a timely manner

· Ensure processes are updated in knowledge portals and disseminated to all frontline (voice/non-voice) in a timely manner

· Reviews and enhances content for frontline teams to enable them to deliver superior customer experience

SR Management:

· Provides real-time support within their area of expertise to coordinate troubleshooting to resolve SRs raised within the Jio Contact Centres (Voice & Non-Voice)

· Coordinates with business support departments (provide update and feedback) to ensure timely resolution of SR's at all times

· Highlights any potential breach of SLA

· L1 validation of SRs (for applicable categories)

· Reject SR Analysis and 100% Close looping for all SRs

· Root Cause Analysts to ensure process improvements across the SR lifecycle

· Provides the required reporting and analytical support to operations

· Identifies opportunities for further development within the Assisted Care systems and processes to enhance customer experience by increasing FTR, reducing calls/chats/emails etc.

Reporting & Administration

· Provides relevant internal and external reports as per the business unit requirements

· Analyses business data identifying and highlighting trends to the management team

· Analyses operational data and to identify process improvement opportunities

· Identify early trends and take appropriate action

· Organizing the structure and running teams within customer service operations.

· In charge of managing operation team who are involved in running core operations.

· Primarily responsible for setting up various teams for customer support & experience.

· Responsible for managing & delivering business metrics- SLA, Quality, Conversion, Adherence, Drop offs, Escalations.

· Responsible for mining customer data and set up win-back programs for customers who may have dropped off.

· Working with internal team and setting up the various customer support teams (voice/Non voice) and reviewing their performance.

· Define goals and metrics for teams, manage workflow and track their performance.

· Generate customer insights from the process to feed it back into the product.

· Setting up the SOP and formulate training modules to ensure the team understands the process.

· Provide leadership and administrative support to the team(s) manage and reviewing the performance on a regular interval is a critical part of the role.

· working with large amounts of data: facts, figures, and number crunching. Deep dive into data and analyze it to find conclusions, present their findings, or translate the data into an understandable document.

⮚ Manager Operations : Owns Business Metrics, Processes and Operate in alignment with regulatory requirements for Compliance Processes (Know Your Customer, Enhanced Due Diligence for Non-Profit Organizations, Anti Money Laundering, Sanctions – OFAC and Suspicious Activity Monitoring)

Defines appropriate operational metrics aligned with business goals; establishes processes for measuring, tracking, and driving continuous improvement of these metrics.

Track key metrics continuously and identifies risks; calls out gaps and manages resources proactively.

Manages escalation/ complex tickets; analyses data; highlights trends, gaps, etc.; and reports key metrics.

⮚ Workflow Management : Plan capacity and commits to volume by managing resources / infrastructure, queue, shift management, cross training, and leave management.

Owns and prioritizes work allocation based on business needs with a daily/monthly frequency.

Providing inputs for annual planning (financial/ operations) relevant to their process. Tracks and reports cost and financial data on an ongoing basis as per business requirements

Provides inputs for function-level planning in monthly, quarterly, and half-yearly intervals.

⮚ Quality and Process Excellence : Owns the output quality for processes and functions.

Analyses defects and develops programs that fix root causes, escalating when required to drive closure.

Guides and owns SOPs and shares best practices in own/others' teams which relates positive impact on quality scores.

⮚ Stakeholder Communication : Owns weekly/monthly metrics and process reviews with internal and external stakeholders.

Owns program-based communication to ensure all stakeholders are apprised of the progress, changes, expectations and next steps.

⮚ People Management: Demonstrates understanding of performance and leadership bar, applies it effectively to team members and to new hiring decisions.

Builds robust launch plans for new team members & owns progress tracking of new joiners through a complete administration of launch plans as a mechanism and not just good intentions.

Provides regular coaching and feedback to direct reports to help them individually grow functional skills and leadership capability.

Drives/ teaches performance improvement management to team leaders.

⮚ Unit Manager- handled a team of minimum 50+ members, in Credit Cards skill and Retail Liability.

⮚ Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.

⮚ Create an effective and efficient team through continuous communication, timely feedback, and appropriate supervisory practices.

⮚ Make appropriate and fact-based decisions with available information when under pressure and/ or adverse conditions.

⮚ Responsible for people and performance management (Quartile management, performance rating, coaching and feedback, identify training needs).

Business Metrics Management

⮚ Responsible for Service level agreement (SLA), Customer experience (FOCUS), Sales, AHT, and Floor Adherence of all team members.

⮚ Track and report daily performance update to management and clients.

⮚ Prepare monthly and quarterly business review data for management review.

Handle and manage process and people escalations appropriately.

People Management

⮚ Responsible for management of Engagement, Attrition and Pulse for the team.

⮚ Resolve employee concerns with urgency & accuracy.

⮚ Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment.

⮚ Provide performance feedback and career guidance to all team members.