Tanbir Sehra
Team Leader - Operations
Sopanbaug, Pune
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Team Leader - Operations
Allstate India
Pune, MH
01.2023 - Current
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members
- Improved operational workflows, enabling team to handle increased workloads without compromising quality
- Organized professional development workshops, contributing to ongoing growth and expertise of team
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
- Optimized resource allocation, ensuring projects were delivered within budget and scope
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Identified and implemented process improvement Ideas which helped in the efficiency
- Currently managing a process of issuing auto rental reimbursements to the customers (Insured/Claimants/Vendors) with a team of 21 FTEs
Assistant Manager
WNS Global Services
Pune, MH
2 2022 - 1 2023
- Managing Insurance claim lodgement process with total for 40 FTE with help of 2 Process Leads
- Maintaining team's shrinkage and productivity as per client's requirement
- Monthly 1 v 1 sessions with individuals discussing what was done right, what needs to be continued and what needs to be improved basis of past month's performance
- Tracked employee attendance and punctuality, addressing repeated problems quickly to prevent long-term habits
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Coordinated leadership workshops to educate team members on best practices to optimize productivity
- Handling client escalations and ensuring relative feedback is being downloaded to team through workshops
- Deployment of workflow tool was done successfully making it easy to manage supplier invoices through it
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Worked on Six Sigma Yellow Belt AHT reduction project
- Devising and deploying contingency plans when needed ensuring SLA is not being missed for specific work type
Team Lead
WNS Global Services
Pune, MH
10.2019 - 12.2021
- Responsible for work allocation, managing mailboxes and work queues.
- Reporting out Daily SLA and Work Queue status to MIS team.
- Publishing Weekly and Monthly Headline reports to internal stake holders.
- Assisted in creating VIC scheme with team manager.
- Sharing monthly productivity report along with quality scores with team.
- Worked closely with IT team to kickstart Work from Home.
- Successful onboarding of 31 FTEs as part of new process i.e., Payments and closures was successfully done.
- Trained entire batch and ensured each on them clear their accreditations at end of training.
- Ensured sufficient floor support is provided to team during Nesting Phase parallel support provided to auditor with quality audits.
- Conducting team huddles ensuring all updates are being conveyed on time.
- Conducting various workshops to enhance process knowledge of team.
- Successful onboarding of 21 FTEs as part of Banks payment process was done.
- Drafted framework of current payment process and work along with RPA team to create VBA based Payment automation file.
- Drafted Claim Closure process and worked along with RPA team to create VBA based claim closing automation file.
- Started working with BPE (Business Process Excellence) Team for Centre of Excellence Project for Payments Process.
- Created framework for COE (Centre of Excellence) Project by doing Quality analysis with help of RCA tools and analyzing areas for operational benefit.
- Created Gold Standard Payment Process which makes operational process more efficient than one which was being used by 4 different teams.
- Created SOP for COE payment process along with training plan to train 3 sub processes totaling up to 56 FTE over span of 10 weeks.
- Contributed towards project by creating Business Requirement Document.
Quality Analyst
WNS Global Services
Pune, MH
09.2017 - 09.2019
- Quality audits for transactions done by team.
- Publishing of Daily Quality report to internal as well as external stakeholders.
- Ensured increased trend line in quality scores from 95.68% in Jan’18 to 98.43% in July’18 for team.
- Error Analysis for team highlighting errors.
- Reporting out Fortnightly and Monthly Quality Decks using Pareto Analysis.
- Preparing RCA for based on errors with help of Pareto analysis, Fishbone analysis and 5 Why Technique.
- Framing and implementing proper action plan on basis of these analysis to reduce errors.
- Highlighting leakages through audits with selective sampling due to its criticality to Business.
- Reporting weekly quality scores and monthly Corrective Action sheet to operations.
- Preparing quick reference document which will assist team to have scenario wise process steps which will help resolve complex scenarios, reduce errors and increase process accuracy scores.
- Preparing & Arranging Process Knowledge test for team.
- Working on grey areas for specific associate by analyzing their product knowledge on basis of Process Knowledge Test.
- Ensured increase in quality scores for team by giving real time feedbacks, Huddles & 1v1 Quality Sessions.
- Bottom Quartile Management by doing additional audits, detailed documented feedback and following up on it.
- BLSS (Basic Lean Six Sigma) certified.
- Have contributed towards improving efficiency of process by identifying opportunities through Brainwaves
Team Lead/Quality Analyst
Amazon Development Centre Pvt. ltd
Pune, NH
08.2016 - 09.2017
- Handled multiple batches consisting of 15-18 FTE’s.
- Graduation percentage of 95% attained from first batch.
- Gave early graduation percentage of 90.00% without any attrition for new hires.
- Handled escalations and provided work floor assistance.
- Involved in continual improvement by conducting refreshers and product knowledge tests.
- Conducted 1-to-1 sessions with team to improve productivity and overall performance.
- Publishing daily reports pulled out from Historical matrix which reflected AHT, ACW, Negative Response Rate (NRR) and Contacts Handled.
- Reporting out MIS data to team provided by WFM team, which helped them to keep check on their AHT in turn meeting their targets.
- Worked as the Kaizen Team Representative and organized Gemba Walks, flyers and Kaizen Sessions to increase awareness on Ideation & Process Improvement.
- Worked as Escalation Desk Lead & helped maintaining the SL60 and SL210 more than 95% and 99% respectively.
- Worked to rectify Return and Refund error over CSC for better customer experience.
- Monitoring RTM ensuring Service Levels are not being missed for team.
- Reporting out Aux reports for Escalation desk to nternal Stakeholders.
- Reporting Follow up reports pulled from Follow up dashboard on CSC ensuring no customer follow up is missed.
Customer Service Associate
Amazon Development Centre Pvt. Ltd
Pune, MH
08.2015 - 08.2016
- Performed with amazing results securing 1st position across entire floor for April 2016 meeting NRR and AHT targets.
- Maintained 0% NRR consecutively for 4 weeks with maximum number of offerings.
- Active involvement in up skilling fellow Team members and bringing them up the learning curve.
- Was actively involved in learning various methods to provide best customer service.
Education
Bachelor of Engineering - Mechanical Engineering
St. Vincent Pallotti College of Engineering And Technology
Nagpur 08.2011 - 05.2015
Science Stream - Higher Secondary Education
Kendriya Vidyalaya I.I.T
Kharagpur 04.2009 - 05.2011
Skills
Leadership quality
Accomplishments
· Won the weekly Award thrice as an agent for meeting the target
· Recognition for attaining the lowest NRR score for the entire month of April’16
· Reward and Recognition award as the Best Team Lead for meeting the team target
· Received client appreciation for being the best in the training
· Became the Quality Analyst for the team within 1 month of joining the organization.
· Achieved 4 Star rating in my Annual Review for the year 2018
· Won the Quarterly RNR Award for Excellence as QA
· Won the Quarterly RNR Award for Excellence as the Trainer
· Client appreciation on managing specific work queue with the SLA’s for the entire month
· Won the Quarterly RNR Award for Excellence as Team Lead
· Achieved 4 Star rating in my Annual Review for the Annual Year 2020-21
. Received the Leader's Choice award in Q3'23
Timeline
Team Leader - Operations
Allstate India
01.2023 - Current
Team Lead
WNS Global Services
10.2019 - 12.2021
Quality Analyst
WNS Global Services
09.2017 - 09.2019
Team Lead/Quality Analyst
Amazon Development Centre Pvt. ltd
08.2016 - 09.2017
Customer Service Associate
Amazon Development Centre Pvt. Ltd
08.2015 - 08.2016
Bachelor of Engineering - Mechanical Engineering
St. Vincent Pallotti College of Engineering And Technology
08.2011 - 05.2015
Science Stream - Higher Secondary Education
Kendriya Vidyalaya I.I.T
04.2009 - 05.2011
Assistant Manager
WNS Global Services
2 2022 - 1 2023
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