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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 experience

Jan 2007Present

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 2003Dec 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 2002Dec 2002

Technical Support Executive

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

Jan 2008Present

Post Graduate Diploma in CRM

ICFAI
Jul 1997Jun 2000

Graduation

Islamia Collge of Commerce

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

Nov 2008Apr 2009

Six Sigma Greent Belt

Hewitt Associates
Jan 2001Apr 2002

Honors Diploma in Computers

NIIT Ltd.