Manish Singh

Manish Singh

Summary

Ø      Over 7 years of experience in Project Management, Operations, People, Process, Administration, Team Management and driving quality initiatives (Six Sigma, Lean, Green Belt Certified ) with well know organizations 

Ø      Currently designated as Operations Manager at Hewitt Associates India Pvt Ltd and handling Project Leads, Business Analysts.

Ø      Proficient in Large Team Management and Project management across multiple groups, spread across multiple clients and business

Ø      Adept in interfacing with End clients/Third Party Vendors/Service Providers and Internal Dept to ensure smooth flow of day to day operations and timely execution of projects

Ø      Strong Project Management, Planning, Organizational and Interpersonal Skills

Work History

Work History
Jan 2007 - Present

Operations Manager

Hewitt Associates

Ø      Working as Operations Manager accountable for Workforce Administration Subject Matter Expertise, client specific knowledge and relationships, and ongoing operations.  Manage  Lead Analysts/Project Leads, Business Analysts, Team Developer and Team Member spread across multiple clients

Ø      Overall responsibilities span processes and technology in order to successfully deliver Hewitt's goals / objectives, as well as client services.

Ø      Work with Project Resources/PMO to evaluate, plan, budget and execute on requests for new products, services and special projects and ensure completeness of project plans as per the milestone.

Ø      People manager for the Workforce Administration Delivery Specialists, Business Analysts and Processing Assistants. Responsible for career growth plan for team aligned, appraisals and  an grooming them for future roles.

Ø      Consult/Collaborate with internal and external focal points to ensure alignment on priorities and projects. Coordinate with third part party contacts on need basis with clients

Ø      Analyze processing trends and develop process improvement solutions working towards standardization across client teams and/or cost reductions. Technical and Functional subject matter expert for the client(s) and continually works with their team to identify opportunities for improvement and implements solutions

Ø      Provide work direction to a team of associates and ensures requests are processed with accuracy and timeliness into HR and/or Payroll platform(s) as appropriate.

Mar 2003 - Dec 2006

Assistant Manager

IBM Daksh India Pvt. Ltd

Ø      Worked as Assistant Manager in Technical Support Domain in Inbound Voice process and Web Based Chat Process, handled 40 agents, 3 Technical Leads and 3 Advance Support Group Associates handling Inbound call for one of the largest PC Manufacturers

Ø      Ensured that each customer and / or client is serviced as best as we can & as fast as we can. Make pro-active investments in Self & Team's knowledge, skill & readiness to adapt to changes in performance environment & challenges.

Ø      Prepare for & participate in Client interactions via conference calls, mails, meetings, etc and ensure effective & accurate representation of Daksh team(s) by actively engaging Client organization on areas where Daksh team(s) may need support / guidance

Ø      Monitor team/Individual performance against the metrics around C-Sat, AHT, Call Logging, Audit Metrics, Hold Time.

Ø      Involved in staffing and scheduling of  agents in liaison with Workforce Management team and other key stake holders.

Ø      Managed and controlled attrition by driving teams towards a common objective/business and invest in people for future growth

Jan 2002 - Dec 2002

Technical Support Executive

http://www.ienergizer.com

Ø      Worked as Customer/Technical Service Executive.

Ø      Provided technical troubleshooting support to Desktop and Laptop system manufactured by one of the largest hardware manufacturer in North America and Europe.

Ø      Provided first level customer support to the customer's with there warranties, updating records in database and answering queries related with system updates.

Education

Education
Jan 2008 - Present

Post Graduate Diploma in CRM

ICFAI
Jul 1997 - Jun 2000

Graduation

Islamia Collge of Commerce

Skills

Skills

Quality/Six Sigma/Lean

  Ø       Greet Belt Trained at IBM Daksh in 2007   Ø       Green Belt Certified by Hewitt Associates 2009, Project done on creation of shared services                model across multiple clients   Ø       Lean and Kaizen, executed several projects on Lean Methodology   Ø       Winner of HRO Innovation Award by Hewitt Associates  

People Management

    Ø      Manage the team to leverage the talent/resources on to generate results and build domain expertise   Ø      Monitors team member performance to insure that results are achieved in an effective/efficient way and conduct necessary performance manager conversation   Ø      Attrition management by driving employee engagement initiatives across larger groups,  and ensure people related issues are addressed effectively by engaging all the supporting teams/groups.   Ø      Involved in hiring associates to ensure that resources are appropriately leveraged and recognized  

Operations Management

  Ø      Execution of the business plan and defining/ managing operations and ongoing performance management on client SLA Management, Team Productivity, ensure service accuracy through compliance.   Ø      Create goals and performance plans for teams as per the organization goals and periodically measure teams/individuals performance.   Ø      Enforce and support meeting/exceeding RSL's, KPI's and other performance/quality objectives; Provide appropriate status reports and metrics.  

Project Management

  Ø      Responsible and accountable for the coordinated management of multiple HRIS projects directed toward strategic business and client requirements.   Ø      Define and initiate projects, and assign Project Leads to manage cost, schedule, and performance of projects, while working to ensure the ultimate success and acceptance of the program   Ø      Manage transition of client specific changed from Solutions Implementation to Client Support. Manage the development and maintenance of implementation portions of project   Ø      Executed and maintained program management processes and disciplines in the areas of: program schedule and quality management; communications management; human resource management; cost management; procurement management; risk / issue management; change management.   Ø      Coach, mentor and lead personnel within a project team environment and Present periodic Dashboard reports on the current program, future opportunities and client issues.  

Certifications

Certifications
Nov 2008 - Apr 2009

Six Sigma Greent Belt

Hewitt Associates
Jan 2001 - Apr 2002

Honors Diploma in Computers

NIIT Ltd.