Experience

The DataFlow Group

• Security and Investigations
• 500 - 600 Employee

• Senior Manager Operations

  • Apr 2022 - Present

• Manager Operations- Level - 3

  • Sep 2015 - Apr 2022

  Operations Management• Plan and direct the team to achieve targets and performance standards for volume, TAT, quality, compliance and regulatory adherence• Achieve established KPIs for response time, backlog management and ageing of work• Monitor, measure and report on operational issues and developing action plans to achieve timely results• Anticipate potential risks (process & people) and draft timely mitigation plans to ensure zero impact• Ensuring compliance for the TAT (Timelines) & deliverables• Reviewing of forecast, planning of resources including hiring, training and ramp up• Reviewing client feedback and responding to escalations within timelines• Performance management, appraisals and career development of direct reportees.Process Improvement & Quality Control:• Identifying gaps in existing processes and establish robust quality & feedback mechanism• Ensuring processes are fully compliant in terms of internal and external audit standards• Analyzing trends of failures and action planning to improve performance• Work closely with senior leadership and driving strategic initiatives to achieve business objectives and drive continuous improvement• Analyze and judge process improvement ideas and facilitate their implementation



Centrica

• United Kingdom
• Utilities
• 700 & Above Employee

• Assistant Manager – Quality and Compliance

  • Apr 2012 - Jul 2015

  Operations Management Develop an environment to move from ‘good’ to ‘great’ relationships with key stakeholders onshore and with the leadership team of British Gas third party partners Ensure outstanding customer service both to internal and external customers – ensuring that the British Gas values are enshrined at all operations level. Vendor Management Leads the current process and do Value stream mapping. Responsible for driving SLA adherence & ensuring all parameters are met and corrective actions are taken to be compliant. Carrying out regular performance reviews for our quality with our Third Party Partner. Review vendor performance against Key measures and propose challenging targets to maintain high delivery standards to customer. Responsible for establishing the compliance framework in Genpact and EXL. Work with Key stakeholder across onshore & offshore to drive Service Excellence culture across our offshore partners. Challenge current quality measures and techniques. Highlight areas of inconsistency, poor performance. Provide guidance and leadership to vendor partners on quality, complaints and compliance. Provide guidance and leadership to vendor partners on quality, complaints and compliance issues and to onshore teams on issues related to off shoring and support required therein. Process Improvement. Reviewing existing systems and business requirements and facilitating the implementation of new systems/ processes, in line with the overall business goal and objectives. Leads the design and operation of related compliance monitoring and improvement activities to ensure compliance with internal security policies etc. Improving the compliance performance in audit of OFGEM complaints for both EXL & Genpact. Ensure that the service to the customer is of the highest standard and quality at all times. Ensuring delivery on Team's Targets on Quality and Complaint Audits activity. Striving for continuous improvement on business metrics and deliverables.



Sopra Steria

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader (Operations & Quality)

  • Nov 2005 - Apr 2012

  Supervise and effectively manage a team of 21 people including associates, quality professionals, SMEs to ensure that the processing is completed within 100% TAT with 99% accuracy. Preparing weekly/ monthly and quarterly associate performance reports and maintain employee performance database tracker with a view to monitor efficiency of associates. Measuring new hire or cross-skill trainee’s performance to track scalability, plan skill based resource placement and movement. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Meet Contractual Agreements. SLA – Volume & Quality. Identify bottom performers and create performance linked action plans. Liaise with internal/external customers/suppliers/clients. Audit use of correct documentation by the training and delivery processes. To liaise with Client and other process owners ensuring all change controls are identified, assessed, agreed and recorded in a change control log. Ensure all process documents are updated. Ensure service excellence through continuous improvement. Ensure agreed processes /standards/ timescales/ Quality Requirements/ are adhered to. Ensure Contractual obligations. SLA – volume, quality are met. Control absenteeism of team members. To act as main contact point and support customers/colleagues to resolve internal/external and escalated queries. Escalate & Resolve Process related problems. Operational planning and tracking. Plan infrastructure requirements. Delivery standards compliance, ensure internal audits and external certification. Quality Monitoring review, Custom reporting (On Demand) Mapping client’s requirements; developing and customizing Process performance reports. To ensure feeds from the QA and Change Management process result in document updates. Transition • Successfully transitioned Escalation business from Onshore for 10 Fte’s. • Developed process maps & training plans for the Escalation process.



IBM Daksh eServices Private Limited

• Gurgaon, India

• Senior Specialist Customer Support

  • Nov 2003 - Nov 2005

  Transaction processing to ensure 100% SLA Delivery with 100% Quality. Maintaining process performance reports. Acting as floor coach for new joiners. Training the new hires Transaction processing to ensure 100% SLA Delivery with 100% Quality. Maintaining process performance reports. Acting as floor coach for new joiners. Training the new hires