Amitha Raj

• As an operations manager handling a team of 200 employees.This includes deputy managers,team leaders,quality analysts,subject matter experts and front line associates
• Activities includes team management,performance management and customer management
• Responsible for preparing and presenting weekly client review ,escalation management,tracking EWS,attendance tracking,roster management and queue management
• Motivating and coaching the teams to meet client service level agreements

• Joined as a Talent Excellence manager and the job role involves handling HR related queries.
• Handling escalations on the floor
• Job role involves handling the various activities which are part of the employee life cycle from hire to exit.
• Onboarded new employees with training and new hire documentation.
• Maximized performance by monitoring daily activities and mentoring team members.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Worked for a short duration of 2 months and due to jobs reduction in the company had to resign from the services in December'22

Managed a team who were working on e-commerce platform and who were in diverse roles. Role required SLA metric management,people management and client management .Worked as a business HR for the account which included planning,coordinating and supervising the employment of new employees.In addition to this also worked as a liaison between management and staff.

People Management :1) Managed shrinkage,controlled attrition in the team by regular team connects 2) Identified and groomed team members for the next level,motivated,coached and provided timely feedback to the employees to deliver as per customer standards and rewarded through rewards and recognition 3) Maintained EWS tracker, production tracker, shrinkage and attendance trackers 4) Conducted monthly,quarterly and yearly performance appraisals 5) Ensured performance metrics are shared with the team members on regular basis

Client Management :1) Prepared and attended weekly and monthly process review dashboard calls with the client 2) In the review calls discussed on the areas of improvement,identified and discussed the root causes,collected feedback and worked on the solutions 3) Ensured the customer feedback is informed to the teams ,monitored and conducted regular reviews to track the developments 4) Shared status reports with client and higher management on a regular basis 5) Prepared transition plans by coordinating with customer,senior leadership and MIS team to increase the quality and productivity on the floor

Performance Management :1)Motivated the team to achieve process service Level Agreements such as productivity and quality
target are met within the established timelines 2) Coached and mentored the teams on floor 3) Conducted daily huddles and weekly reviews with the teams to monitor the performance and improve the quality of the team.4) Reviewed the metrics on a weekly basis as per the performance dashboard and mentored as required 5) Published the score cards on a weekly basis to ensure the teams meet the service level metrics regularly 6) Coordinated with the compliance team and ensured that the audit check's are performed regularly 6) Worked closely with the cross functional teams (training ,quality,compliance,HR and MIS } to ensure that internal and external customer needs are met 7) Ensured optimum resource utilization through cross training initiatives

1) Managed 20 to 25 associates who were working for a e- commerce platform.2) Role required monitoring and tracking teams performance 3) Analyzed the performance of the team to ensure the SLA metrics are met 4) Conducted daily huddles,weekly, monthly team connects and provided developmental feedback 5) Worked with cross functional teams 6) Identified the training needs of the associates ,coordinated with the training team and ensured regular refreshers are conducted 7) Discussed the scorecards,analyzed the scorecard for changes and worked with the MIS team

Joined as an associate in 2005 and got promoted to assistant manager role 1) Worked for healthcare process ,accounts receivable disputes management,accounts receivable collections and cash applications,vendor management and order to cash domains 2) Managed employees working in diverse roles ( management trainees,process specialists and associates ) 3) Handled 8 clients for US and UK locations in my tenure 4) Managed to create 100 % back up in the team.4) Created learning path for new team members and managed the smooth transition of 20 new resources get to the learning curve by creating structured learning modules and with regular tracking of their performance.5) Was part of the session C discussions evaluating and discussing the performance of the management trainees 6) Have been part of external and internal audits and managed to run a zero-defect operation 7) Updated the Standard operating procedures on a regular basis and also got the client sign off 8)Handled disputes resolution and met the weekly and claims targets regularly 9)Was part of outbound and inbound calls and handled the process as a single FTE providing weekly, monthly and yearly reporting of claims in the bucket