Process Lead (Lead Analyst)
Principal Global Services
Monitored team’s Weekly/Monthly performance and keep track of Efficiency/Quality. Assisted Team on Retirement & Investment Solutions, Accounts Payable, Investment Direction and Loan origination. Establish/Change Quality Assurance parameters by raising Problem/Incident Management tasks and used to raise online forms for seeking approvals. Analyze Incidents/Problems to identify Risk Factors and Anticipate points of resistance for developing correction plans. Manage Set of actionable and targeted SLA and Individual KRA plans e.g. Communication Plan, Coaching Plans, Training Plans and Resistance Roadmap. Lead Off-shore queue huddles and distribute weekly target updates and Resistance activities to team. Participated in Performance measurement plans to track adoption, utilization and proficiency of Individual changes. Prepared Team’s performance dashboard. Organized meetings with Home office Management for keeping them informed about Training, Performance, Changes and Employee movement etc related topics. Identified the Procedure changes and coordinate with “Trainers” for SOP changes.