Experience

iServices India Pvt Ltd

• Outsourcing/Offshoring
• 1 - 100 Employee

• Assistant Manager Operations

  • Feb 2006 - Present

  Role:  Supervising a Health Insurance online process with a team of 75 people.  Achieving quality & schedule as per SLA and maximizing the production.  Taking care of the wide gamut of activities encompassing billing report generation, preparation of monthly, weekly and daily production and exceptional report.  Providing valuable feedback to Team Leaders and Team on quality and production related issues.  Conducting monthly review of team members on the basis of quality, production and attendance.  Organizing training session to enhance the skills and efficiency of team.  Reviewing the performance of Team Leaders, providing feedback on weekly/monthly basis and arranged\​ training as per requirement and Parato chart.  Communicating with client through Webex, involved in rostering of team and maintaining of the culture of First Time Right approach.  Reducing the project cost and increasing the revenue per head. Key Project:  Health Insurance Process (DDC) (On-line Process on Mainframe through File-net (Citrix)) Notable Highlights:  Played a vital role in analysis of current procedure, Inclusion/Exclusion of steps, analysis of audit reports and preparation/Analysis of Pareto.  Successfully conducted research on challenging areas.  Checked the low performance team members, identified root cause and arranged the training for them.  Monitored production and quality and provided continual feedback session for low performer.  Introduced an incentive plan on achievement on set quality and production.  Organized weekly/monthly review of team for their quality/productivity.



Planman Consulting

• India
• Consumer Services
• 1 - 100 Employee

• Team Leader

  • Oct 2004 - Jan 2006

  Role:  Drove productivity from the team by motivating them.  Imparted training to the team for improving Quality, Schedule and Productivity.  Acquired new clients and increased quality and productivity for maximizing profit. Key Projects Handed:  Content Conversion Services (HTML, XML, SGML, PDF Conversion)  E-Books Publishing/Pre-press Services Role:  Drove productivity from the team by motivating them.  Imparted training to the team for improving Quality, Schedule and Productivity.  Acquired new clients and increased quality and productivity for maximizing profit. Key Projects Handed:  Content Conversion Services (HTML, XML, SGML, PDF Conversion)  E-Books Publishing/Pre-press Services



Techbooks

• Book and Periodical Publishing
• 1 - 100 Employee

• Facilitator

  • 2001 - 2004

  Role:  Developed softcopy of books and journals and converted them in different formats like SGML, HTML XML, TeX, LaTeX, Quark, etc., for publishing and World Wide Web (Internet) purposes respectively.  Involved in facilitating the process for enhancing quality, schedule and productivity.  Generated Quality Index Report, Quality Matrix and Productivity Report (Cell wise).  Prepared Weekly Production and Pages Report (Billing Report). Key Projects Handed:  Content Conversion Services (HTML, XML, SGML, PDF Conversion).  E-Books Publishing/Pre-press Services (TeX, LaTeX, Quark).