Stephen Mark
Operations Manager at JAI HR MANAGEMENT CONSULTANCY SERVICES- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English -
-
Hindi -
-
Marathi Full professional proficiency
-
Tamil Native or bilingual proficiency
Topline Score
Bio
Credentials
-
SAP
-
Experience
-
JAI HR MANAGEMENT CONSULTANCY SERVICES
-
India
-
Staffing and Recruiting
-
1 - 100 Employee
-
Operations Manager
-
Feb 2014 - Present
Roles & Responsibilities: JAI HR Management Consultancy Services is a recruiting and staffing service providing organization, where I’m Responsible for the end-to-end operations delivery for the Operations Team by overseeing the complete operations on daily basis. Act as an interface between the client team and operations delivery team for any day-to-day issues in operations such as Performance, Quality, Achieving Targets, and Following SLA as per Clients requirements. Be part of SLA discussion and ensure adherence to SLAs and improve operational performance by creating a workforce requirement plan for the engagement when the team is growing and future business is expected. Ensure delivery of KPIs targets including day to day service levels, customer experience, quality measures and compliance measures. Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc. Manage and develop a team of Process Leaders, Team Leaders and FTE’s by managing and improving center performance through performance monitoring, problem resolution, system audits and quality assurance measures in order to improve customer satisfaction through effective forecasting, staff planning and workforce optimization. Direct the Process Leader, Team leader and FTE’s to develop high performance as per the SLA and Company’s requirement. Show less
-
-
-
Tech Mahindra Business Services
-
India
-
IT Services and IT Consulting
-
700 & Above Employee
-
Customer Service Representative
-
Apr 2011 - Jan 2014
Roles & Responsibilities: Worked at Hutchinson 3 Global Services Pvt Ltd now taken over and owned by Tech Mahindra. Started my career as Customer relation Advisor, and worked in customer service desk for Vodafone service user based in Australia. Providing assistance to the customer with Bill inquiry, Payment, Transfer of Title, New service assistance and so on. Roles & Responsibilities: Worked at Hutchinson 3 Global Services Pvt Ltd now taken over and owned by Tech Mahindra. Started my career as Customer relation Advisor, and worked in customer service desk for Vodafone service user based in Australia. Providing assistance to the customer with Bill inquiry, Payment, Transfer of Title, New service assistance and so on.
-
-
-
Colvill Banks Ltd
-
United Kingdom
-
Research Services
-
100 - 200 Employee
-
Recruiter
-
Mar 2010 - Apr 2011
Roles & Responsibilities: Colvill Research Pvt Ltd is a leading Manpower Recruitment consultant providing end to end expatriate recruitment process with global perspective in fulfilling the employment Services Industry, creating and developing a suitable work force to enable our clients gain an edge over others in the competitive work scenario I used to plan the overall operations of the company as per the needs according to the detailed and in keeping within the company policies. Also the requirements of the workforce, hiring new employees, evaluating their performance, and also allocating tasks to them in terms of meeting the set target by the organization as per the requirement. Coordinating with the top-level management for decision making and policy implementation was always been my priority in terms of getting the said target achieved. Show less
-
-
-
Zenta
-
Outsourcing and Offshoring Consulting
-
300 - 400 Employee
-
Team Leader
-
Nov 2004 - Nov 2009
Roles & Responsibilities: I started my career in BPO industry as a CRA - Sale & Up sale of Credit Card process for JP MORGAN CHASE as 3rd Party at Zenta Pvt Ltd and worked for 5 Yrs (From November 01’2004 – Till November 02’2009) as Customer Relationship Associate for 3 Yrs (From November 01’2004 – Till November 11’2007), later was promoted as Team Leader and worked for almost 2 Yrs (From November 12’2007 – Till November 02’2009). To achieve the sales target set by the client by selling the promoted products with the help of given script and telemarketing skills to the customers. Giving an immediate resolution to the caller in real time as per the set requirements. To be responsible in maintaining consistent performance every month so as to achieve the set goal as per the requirement in the given time. Worked with support staff such as Quality, Compliance as a Team Leader. Providing Client Service also interacting with them in terms of bringing consistent performance uniformly in order to achieve set goals as per the Clients requirements by monitoring performance and providing action plan to the applicable FTE’s as and when required. Conducting Training sessions and appraisals for the FTE’s for uplifting the decor in the operations and keep them motivated on daily basis with various in house activities. Show less
-
-
Education
-
2009 - 2011
Annamalai University
Bachelor of Business Administration - BBA, Business Administration and Management, General -
2000 - 2002
University of Mumbai
High School Diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program -
University of Mumbai
High School Diploma, Academic Education
Community
