Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Projects
Timeline
Generic
Tauseef Khan

Tauseef Khan

Summary

Driven Operations Manager with significant experience in managing complex operations, streamlining processes, and enhancing productivity. Strong leadership skills demonstrated through effective team management and problem-solving abilities. Noted for improving operational efficiencies and contributing to business growth. Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

15
15
years of professional experience

Work History

Assistant Manager – Operations

Willis Towers Watson
06.2018 - Current
  • Managing Retail team for Great Britain
  • Managing the monthly Issuance of renewal and new Policies for Great Britain Retail clients
  • Consistently monitoring the overall process to ensure we meet the quality and turnaround time targets
  • Worked on Project to improve Query rate
  • Stakeholder management – attending weekly calls to share the updates with UK stakeholders
  • Leading the monthly business reviews with stakeholders
  • Sharing data inputs to MI on monthly basis
  • SPOC for managing Business scorecard for entire Placing and Billing team (managing end to end process of BSC from collating data to publishing associate score card on monthly basis)
  • SPOC for AOM (Active Ops Manager), manage the entire AOM process i.e
  • Creating ID, sharing productivity and Utilization report and representing Retail team in weekly loading and variance meeting

Assistant Manager - Operations

First source Solutions Pvt Ltd
07.2016 - 03.2018
  • Maintain a department organizational structure sufficient to meet all goals and objectives
  • Established operational objectives and work plans and delegated assignments to subordinate managers
  • Determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Playing Client Relationship Manager for key stakeholders to designated LOBs.
  • Ensuring absolute adherence to end client KPIs/Service Level Agreements.
  • Identifying innovation ideas to help improve client metrics like AHT, NPS, and Quality.
  • Presenting/Leading process updates, key highlights during QBRs.
  • Planning and managing team metrics like manpower planning, recruitment, induction, performance appraisal, etc.
  • Leading People Initiatives like rewards & recognition, career progression, and plotting & Employee Engagement within designated span of control.
  • Managing staff of 150 sales associates and 12 team leaders.

Team Leader - Operations

First source Solutions Pvt Ltd
01.2013 - 06.2016
  • Proven skills in managing teams to work in sync with client set parameters & motivating them in achieving business and individual goals
  • Have handled a BQ team in emails process and within a month’s time ensured that the external resolution and Quality scores improve by 15%
  • Worked closely with Training and Quality team to ensure that the NPS scores for Retention process move to the expected level (from -26 to +15)
  • Successfully managed a Pilot team for Retention Webchat
  • Leading, training, mentoring & monitoring the performance of team members to ensure efficiency in process operations
  • Preparing performance reports and analyzing data to maximize performance
  • Design multiple in-house campaign to drive performance
  • Preparing revenue contribution and sales contribution reports
  • Performance and Pay-out management for agents
  • Active member to drive leadership development program across all the LOB
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Mastery of customer service management systems and databases
  • Prepared reports and communication for senior management and clients
  • Analyses call volume and average call time to monitor Customer Service Representative performance and productivity

Sr. Subject Matter Expert - Operations

First source Solutions Pvt Ltd
06.2009 - 12.2012
  • Given my excellent performance with RTM sales and Retention Webchat, despite being only a SME (Team Coach), was trusted enough to be given a team of 15 associates to handle solely as a Team Leader
  • Trained batches to help the program at the time of process ramp
  • Represented the process on daily client calls to share the performance scores
  • Nominated as Best Sales advisor of the year 2011 across all Sky Centres, was invited by clients to attend “Sky FAME” awards held in Scotland
  • Answered an above average volume of calls per day by addressing customer inquiries, solving problems and providing new product information
  • Described product to customers and accurately explained details and care of merchandise
  • Earned management trust by serving as key holder, responsibly opening and closing store
  • Provided an elevated customer experience to generate a loyal clientele
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation

Education

Bachelor of Commerce -

Mumbai University
01.2008

Skills

  • Operations Management
  • Quality Management
  • Client Servicing
  • Root Cause Analysis
  • SLA Management
  • Process Enhancement
  • Team Management
  • Forecasting
  • Sales Support
  • Operational Efficiency
  • Performance Tracking
  • Process Improvement
  • Operational planning

Accomplishments

• Sales Targets overachieved by team on a month on month basis consistently with high NPS maintained

• Recognized with multiple awards & certifications by First source as well as end client - Was invited by clients to attend “Sky FAME” awards held in Scotland

• Received an onsite opportunity in recognition of my work from end client

Languages

  • English
  • Hindi
  • Marathi

Projects

Gamification: Successfully led this project to drive improvement for conversion, initiated activities for advisors and introduced team wise contest as well. The project was for 3 months which help us achieve our goal to improve conversion by 2% and helped successfully establish consistency.

Xcellerate: Led the project to improve the quality scores for the program, myself along with my team created a complete new canned response template to help the advisors improve the quality of chat. This also had a positive impact on customer experience scores.

Star project: At a team leader level I was a part of a 5 days training for Start certification program which was followed by a project on improving the NPS and AHT for the program. To initiate this project, I had used six sigma tools like brainstorming, pareto and (ishikawa) fishbone. The project duration was for 8 weeks during which I had shown an average NPS improvement of 5% with AHT reduction by 10 seconds.

ODP project: Successfully led a project to improve 2 key metrics for policies team, had worked on operational excellence tools to improve the scores. The project was of 6 months and had shown improvement on both Day 4 and Query percentage. Day 4 TAT met on regular basis and Query % reduced by 6% on an average.

Timeline

Assistant Manager – Operations

Willis Towers Watson
06.2018 - Current

Assistant Manager - Operations

First source Solutions Pvt Ltd
07.2016 - 03.2018

Team Leader - Operations

First source Solutions Pvt Ltd
01.2013 - 06.2016

Sr. Subject Matter Expert - Operations

First source Solutions Pvt Ltd
06.2009 - 12.2012

Bachelor of Commerce -

Mumbai University

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