Yogesh Ganganna
.
Bengaluru
Summary
Professional Synopsis A dynamic professional with around 14 years of rich & extensive experience in operations, stakeholder management, Quality assurance, compliance and People Management in spearheading business operations in multiple locations while ensuring optimal utilization of resources.
Overview
15
15
years of professional experience
Work History
Team Lead (Assistant Manager), Global Support
Bread Financial
06.2021 - Current
- Support
- Key Deliverables
- Successfully handle a team of 33 FTEs for the global support team
- Ensure team meets its SLA targets as per the partners requirement
- Ensuring customer satisfaction through timely resolution of customer queries
- Identify and implement training & development needs of Team Members based on assessment of quality and productivity
- Ensuring accurate and timely reporting to all stakeholders and developing and maintaining all metrics for client management showing critical performance levels
- To develop techniques to increase and enhance performance of the team through effective Root Cause Analysis
- Effectively implement rewards & recognition, incentive programs and various employee engagement initiatives
- Set objectives for team members along with regular 1-2-1
- Responsible for performance appraisals, hiring & recruiting for the department
Assistant Manager
AXA Business Services Pvt Ltd
Bangalore
01.2020 - 06.2021
- Quality & Audit Team
- Key Deliverables
- Successfully handle a team of 15 FTEs for the Quality and Audit team consisting of 14 Subject Matter Experts and 1 process leader
- Responsible for quality and audit for the entire department
- Identify quality measures as per the requirements from the partners
- Ensure all the quality and audit reports are published to the teams and partners within agreed timelines
- Identify issues with the process through quality checking & audits
- Identify improvements in the processes and ensure the guidelines are put in place
- Guidelines are discussed and shared with all the stakeholders
- Worked on projects to improve quality scores of the teams
Assistant Manager
AXA Business Services Pvt Ltd
02.2017 - 12.2019
- Key Deliverables
- Successfully handle a team of 25 FTEs for the International Process consisting of 23 team members and 2 process leaders
- Ensure team meets its SLA targets as per the partners requirement
- Ensuring customer satisfaction through timely resolution of customer queries
- Key contributor of my department towards Organizational Initiative - Center of Excellence
- Worked on Transformation Projects to provide productivity benefit to the customers as well as the organization
- Identify and implement training & development needs of Team Members based on assessment of quality and productivity
- Ensuring accurate and timely reporting to all stakeholders and developing and maintaining all metrics for client management showing critical performance levels
- To develop techniques to increase and enhance performance of the team through effective Root Cause Analysis
- Effectively implement rewards & recognition, incentive programs and various employee engagement initiatives
- Set SMART objectives for team members and process leaders (Team Leader) along with regular 1-2-1
- Responsible for performance appraisals, hiring & recruiting for the department
Process Leader
AXA Business Services Pvt Ltd, AXA Global Healthcare
11.2008 - 01.2017
- Key Deliverables
- Provide Expert Technical Support to the Team members /Assistant Manager
- Monitor team performance based on the targets (SLA/Internal benchmark)
- Work Allotment, Quality checking, query management and training
- Weekly process updates & query handling
- Preparation of daily dashboards and Management reports
- Associated with the green belt project team at AXA BS to drive Medical Referral and productivity improvement projects
- Employee Engagement & Cultural Committee
- Quality coordinator of the AXA ISO 9001:2007 launch team and I am also a part of the risk Management Team of AXA
- Employee Engagement & Cultural Committee
- Single point of contact between the team members and the Assistant Manager through effective communication on key deliveries and soft issues
- Queue management, audit of performance of the teams and support to supervisor
- Preparing of Daily Reports and updating on Data Base
- Ensure team met the productivity & quality targets
- Assisting in meeting team productivity & quality targets on a regular basis
- Assess process related development and training needs of Team Members based on assessment of quality and productivity
- Responsible for managing the training and quality of process
- Adhere to the quality standards as set for that specific business
- Meet productivity and quality targets
- Meet all critical service delivery parameters
- Understanding business requirements and Allocation of Day to day work
Education
Bachelors of Commerce - undefined
Bangalore University
Skills
Stakeholder Management
Accomplishments
- Collaborated with different stakeholders to ensure the correct process is followed across different teams in multiple processes and location
Timeline
Team Lead (Assistant Manager), Global Support
Bread Financial
06.2021 - Current
Assistant Manager
AXA Business Services Pvt Ltd
01.2020 - 06.2021
Assistant Manager
AXA Business Services Pvt Ltd
02.2017 - 12.2019
Process Leader
AXA Business Services Pvt Ltd, AXA Global Healthcare
11.2008 - 01.2017
Bachelors of Commerce - undefined
Bangalore University
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