Zishan Pervez

Works with Leadership Team & Global Stakeholders to improve existing systems or processes, reduce defects, and mitigate risks by overseeing the end to end operations of a team of 40 that is responsible to work on most diverse, startegic and high-visibility projects including:

• Assignment creation and governance.
• Defining and designing best practices for data standards, industry coding, and data integrity.
• Metrics reporting and analysis to global stakeholders to support informed decision-making.
• Identifying & rectifying gaps to provide data quality support to global offices, ensuring consistency & compliance with standards to mitigate risks.
• Offering leadership advisory support; Psychometrics & Integration Surveys for the Client Candidates during the pre and post hire.
• Assisting in accounting and billing support functions to maintain financial accuracy & integrity.
• User Acceptance Testing support for the go live of new platforms aimed to technological advancement; ServiceNow & Avature.
• Data cleansing and data migration support to new platform and during the merger & acquisitions.

Key Roles:
⦁ Guide the team with assignment governance to investigate high-impact incidents and escalations in relation to Practice Group/Industry coding & data standards.
⦁ Develop comprehensive documents, analyze and condense data, and communicate findings to cross-functional teams, the Global Executive Committee, India Leadership Team.
⦁ Identify gaps to redefine existing standards & definitions through innovative solutions to address and close gaps.
⦁ Take ownership of projects aimed at enhancing operational and process efficiency, involving data analysis and collaboration with cross-functional teams and global stakeholders.
⦁ Monitor global events and media through Negative Press Search, and by conducting deep research & analysis about the candidate and company to predict and prevent reputational risks or fraud.
⦁ Exercise high-level judgment in relation to Person or Company Block, safeguards General Data Protection Regulation & Consumer Privacy Act to protect Law and it's Reinforcements.
⦁ Establish standard tools, guidelines, and Standard Operating Procedures (SOPs) for people development and process improvement to enhance operational efficiency.

Key Initiatives:
Performance Management:

• Spearheaded the development and successful implementation of a comprehensive Performance Management system. This system included the formulation of individualized Development Plans with quarterly performance evaluation check-ins.
• Pioneered the establishment of performance metrics and scorecards, driving an enhanced level of team productivity and accountability.
• Innovatively proposed and executed the launch of a productivity tracker in close collaboration with the Analytics Team, enhancing transparency and data-driven decision-making.
• Innovatively redesigned the Reward & Recognition Criteria to foster heightened performance by encompassing both skills and motivation ("Skill & Will") as integral evaluation factors.

Process Improvement:

• Analyzed and communicated data to Global Office Leaders to achieved an improvement in GDPR Compliance, elevating the rate from 73% to 87%.
• Successfully studied and revitalized the Global Subscriptions Usage Rate Report, pinpointing underutilized subscriptions. This initiative resulted in substantial cost savings of $800 per individual for global subscriptions such as LinkedIn, Factiva, and FT.Com.
• Oversaw and lead extensive & complex testing phases for ServiceNow and Avature before their go-live and subsequent waves. This process led to the identification gaps and defects for necessary improvements in database and request management dashboards.
• Pioneered the improvement of a new request tracker through lean methodology, enabling efficient monitoring of hours and management of Full-Time Equivalent (FTE) requirements.
• Implemented automation within the Invoicing Sheet, reducing human intervention and providing insights into trends in hours spent for more effective bandwidth management.
• Crafted comprehensive process maps and documentation, streamlining workflows for both legacy and new systems for process.
• Developed a QA Calibration Sheet tailored to meet the requirements of the new system, ensuring consistency and quality in processes and operational improvement.
• Recommended the audit structure, enhancing transparency and fairness throughout the team.
• Successfully migrated End-To-End Process Trackers to SharePoint, simplifying access to critical information and fostering easy collaboration.

People Experience:

• Executed the launch of a New Hire Orientation Plan, ensuring a smooth onboarding experience for new employees.
• Spearheaded the introduction of an Employee Engagement Survey (EES) Action Plan, proactively addressing and improving workplace engagement.
• Formed an Engagement Committee, dedicated to cultivating a vibrant and engaging work environment.
• Successfully implemented the Mentors Fleet Program, harnessing the wealth of knowledge and experience possessed by Senior Associates to facilitate the growth and integration of new associates.

Branding:

• Piloted a Guest Speaker Series, fostering enriched interactions with clients and stakeholders.
• Developed and curated the Global Data Quality Quarterly Newsletter, promoting information sharing and transparency.
• Orchestrated a Global Data Quality Roadshow, amplifying awareness and understanding of the services offered by Team Global Data Quality on a global scale.
• Successfully introduced the New Experts Training Program, driving increased recognition and comprehension of the services provided by Team Global Data Quality.
• Collaborated seamlessly with the Learning & Development Team to facilitate Values Workshops across the site in conjunction with Team Global Data Quality, reinforcing the firm's core principles.

Key Roles:

Performance Management & People Development:

• Manages team of 12 while mentoring and providing reports to management.
• Training and mentoring Account Managers through all aspects of Skill & Will using quantitative metrics.
• Assists in lead generation with Account Managers through second voices.
• Utilizes quantitative and qualitative data to identify performance gaps and potential opportunities.
• Daily Call Listening, Call Evaluation & Feedback Delivery.
• Conducts Biweekly Continuous Improvement Plan Discussion.
• Daily Team Huddles to drive agenda for the day.
• Responsible for day to day management of activities on operations floor.
• Safeguarding Consumer Bill of Rights to prevent compliance risks.

Training & Development:

• Trained over 60 New Hires on Process Knowledge & Call Model.
• Coaching & Development on Effective Communication and Soft Skills for better results in sync with better Customer Service.
• Assisted L&D Team with Business Development.
• Assessed additional needs on Call Model and collaborated with cross-function teams to redesign the Call Model for operational improvements.
• Collaborated and created written test for Process Knowledge Test to increase efficacy of compliance requirements.
• Trained and mentored 12 bottom quartile using Skill & Will measurables Account Managers in workgroup to upskill.
• Prepared materials for Skill Development in collaboration with L&D Team.
• Collaborated with L&D Team to conducted workgroup wide training needs assessment to identify skills, deficiencies or knowledge gaps

Process Improvement:

• Created Compliance Cheat Sheet which resulted in compliance scores improvement from 90% to 98%
• Complied training handbook and job-aids for an effective skill development.
• Conducted Brown Bag Sessions for best practices sharing for skill development of bottom quartile performers.
• Driving WOW Call Culture/CSAT Scores for better Consumer Experience which resulted in 86% of WOW Calls Scoring by Consumers

People Management & People Experience:

• Conducting performance evaluations and career development discussions.
• Responsible for all performance management activities including supervision, ongoing performance communication, employee engagement, development, review, and mentoring.
• Building effective partnerships with cross functions for effective problem solving.
• Conducting EES Activities for Employee Engagement.
• Partnering with DEI Committee to promote Diversity, Equity & Inclusion at work.
• Collaborating with Health & Happiness Committee on Employee Health & Happiness.
• Partnering with Organizational Psychologist for mental health and wellness of the people.
• Conducting Wellness Orientation Session to create awareness on Health and Wellness Initiatives by Organization.
• Leading & Driving participation in Community Service Programs under CSR.
• Working in partnership with DEI Committee to improve the DEI Experience of New Hires.
• Conducting Sessions on Corporate Behavior & Business Values for New Hires.
• Guest Speaker Participant in Pre-Hire Orientation Session to share experience on Organization's Culture majorly DEI and CSR

Recruitment:

• Recruited Candidates for entry level; Account Managers.
• Sourced & hired over 80 Account Managers.
• Conducted both phone, video and face to face interviews with candidates.
• Worked with the recruitment team to conduct roadshows to raise awareness.
• Worked with DEI Hire Committee to promote diversity through internal/external branding

Key Initiatives:

• Creation of Compliance Cheat Sheet which improved Infraction Free Calls from 90% TO 98%
• Proposing and introducing changes required in call model to reduce hang up rates.
• Created Employee Engagement Survey (EES) Activities Framework.
• Training bottom quartile Account Managers.
• Conducting Brown Bag Sessions.
• WOW Call Listening Sessions at workgroup level to drive better Customer Service Scores.
• Partnering with DEI Hire Committee for the internal/external branding to promote Diversity.
• Launched Programs in collaboration with Health & Happiness Committee to promote employee health & happiness.

Key Roles:

• Worked in diverse workgroups in both Inbound & Outbound
• Handled calls for both the old and new charge off accounts.
• Generating better consumer experience through implementation of Consumer Bill Of Rights
• Payer Retention.

Key Initiatives:

• Training newly moved Account Managers under Mentor-Mentee ‘MITR' Program.
• Driving Consumer Experience in Team by verifying payment calls and collecting Consumer's Feedback.
• Suggesting new ideas and initiatives for Process Improvement & Employee Experience as Voice Fleet Member.

UK Based Utilities Firm Customer Bill Reconciliation:

• Managed over 120 Accounts everyday.
• Finding gaps in billing.
• Making calls to consumer to collect meter reading.
• Sending Workflows to Onshore Team for billing correction.
• Publishing daily reconciliations through day end reports