Solomon Caleb

Deputy Manager

Summary

Almost 8 years of developing and leading top-performing teams to identify and capitalize on market opportunities, build revenue, improve efficiency, and outperform competition in B2B & B2C operations, in both international & domestic sector. Trained on 5S and Lean Six Sigma problem solving methodology.

Energetic management professional versed in business management, finance and sales with experience in leading profit-generating operations through strategic operations, planning, innovative team development and superior understanding of client needs; executing exemplary leadership and management skills to concurrently direct multiple complex projects.

Skills

Skills

Team Management

Have managed a team size of 348+ associates at Zonal and Pan India business level. Have mentored leadership talents and have built up hard hitting core team for exemplary deliveries.

Strategic Planning

Have worked on analysis, planning, innovations and strategic implementation of business strategies to meet SLAs. e.g. Innovative call scripts for customer acquisition, designing and implementing process improvement projects etc.

Client Vendor Relationship

Have been an active member in the behavioural and talent development trainings. Have worked as a vendor manager to international and domestic clients. Have worked as a client to HBL Global Pvt Ltd  assisting in recruitments, trainings, operations, attendance and salary inputs as per SOPs.

Customer Service

Have managed Customer service operations for B2B and B2C business in international and domestic sector.

Operations

Have managed International and domestic operations in BFS, Telecom, Education and FMCG domains.

Business Leadership

Business Analysis, Client Relations Specialist, Excels In Team Leadership, Decisive Leader, P&L Management, Strong Public Speaker, Procedure Development, Talent Development, Leadership Mentoring, Forecasting, Tactical Execution, Result-Oriented Manager.

MAJOR BUSINESS INITIATIVES AND PROJECTS

  • CRM Operations: 
    In HDFC Bank, worked closely with the Central Team to devise and develop a process on digital platform to ensure “First Reach” and “Fast Closure” of the retail assets products. This enables us to reduce TAT, track the Branch Sales officers, increase portfolio, enabling customer to reach bank at a single click or a missed call

 

  • LMS - Lead Management System:
    In Zensar Technologies Ltd., worked together with the IT Support team to design and develop a core independent online system to track lead generation and end to end closure on Pan India Level and linked it to the core dialer to track the flow of leads from generation to fulfillment and the product being delivered to the customer.

Work History

Work History
Nov 2012 - Jun 2014

Deputy Manager

HDFC Bank Ltd.

Role: Manager - Digital Banking Channel and Branch CRM Operations

Key Responsibilities and Accountabilities:

  • Retail Assets Business Operations through DIGITAL BANKING PLATFORM for entire west zone which includes Mumbai, ROM, Goa, Gujarat & western Madhya Pradesh.

  • Work closely with the Central team & key stakeholder units to design, launch, implement and improvise ICE platform, Branch CRM Operations and Voice to connect platform & Universal agent concept and to  identify issues and incidents and progress to resolution via IT Service Delivery & Support, Build & Change functions

  • Developing and commercializing digital banking / multichannel integration and optimization assets and offerings as well as growing the capabilities of our people across functional, technical and industry domains

  • Represent the Digital Banking business during live service incidents, providing a vital link and communication between the IT Service Delivery and support functions and key business stakeholders

  • Conduct Monthly & weekly reviews, defining process flow & check points  and analyzing MIS reports to measure the health of the process ensuring optimum utilization of the available resources

Key Achievements:

  • Record growth of 82%  in Loan Amount disbursal on Voice to connect platform (monthly average  business increase from 1.75cr to 3.2cr)

  • Customer's contact TAT within one hour grows from 36% to 86%

  • Lead Generation and Closure of the leads increased by 12% in branch banking channel

Aug 2008 - Sep 2012

Senior Team Lead

Zensar technologies Ltd.

Role: Program Head - BPO Operations

Key Responsibilities and Accountabilities:

  • Led the assigned projects as a Program Head managing Inbound & Outbound Sales Channels and build up a dynamic team of 18 Team leaders, 12 QA, 150 associates, 67 Field Staff and 3 MIS Executives

  • Key KRAs include SLA adherence on deliveries, Revenue Targets, Customer Management, Performance Appraisals, penetration in the current account for business expansion etc

  • Implemented operational strategies basis needs assessments, performance reviews, capacity planning, cost/benefit analysis and evaluating technologies, productivity benchmarks, quality, and customer-service standards

  • Improvised BPO operations by developing customer interaction and continual improvement in executing process improvement and quality assurance programs and hence achieved revenue targets as well.

  • Fulfilling human resource objectives by recruiting, training, coaching, counseling, and disciplining employees; communicating job expectations; appraising, enforcing policies and procedures.

Key Achievements:

  • Designed and developed lead tracking system named LMS and integrated it with the ongoing lead generation processes to track leads at micro level and also as a STAND-ALONE Product Offering to the clients.

  • Successfully implement being a hands-on manager by ensuring 85% applications logged-in vis-à-vis leads generated

  • Have been a key performer in establishing multiple processes from their inception to business as usual mode.

Aug 2006 - Aug 2008

Senior Process Associate

Infosys BPO Ltd.

Role: Team Coach SME - British Telecom Wholesale Broadband Customer Service

Key Responsibilities and Accountabilities:

  • Have led a team of 23 associates on broadband fault repair on fault reporting, escalations, and closure of faults through call/email contacts and contact related GPMS queues

  • To conduct tests; action the reported faults and to  input information on faults reported into the appropriate systems according to agreed SLA and accuracy standards & contribute to continual improvements in the fault resolution

  • To provide a professional, quality contact experience for Broadband Service Providers dealing with Broadband service difficulties by answering calls and emails within SLA.

  • Handling escalation calls within the Contact teams & educating Service Providers on fault query opportunities and procedures

Key Achievements:

  • Won appreciation on movement of 70% of the executives from the bottom quartile

  • Received highest no of bouquets (appreciations) amongst all the SMEs from B2B clients of BT Wholesales for providing First Time Right resolutions on the reported faults and closing the faults within the agreed SLAs

Major Professional Achievements

$ Awarded Medal of Excellence for my exemplary contribution to the business achievement of 75Cr to HDFC ERGO during FY 2013-14.

$ Bestowed with the ZENSAR GLOBAL AWARD FOR INNOVATION in FY 2011-12 across the globally located branches of Zensar Technologies Ltd.

$ Bagged the BEST PROGRAM MANAGER Award in FY 2010-11 for my services & contribution to Zensar Technologies Ltd.

Education

Education
Jul 2004 - Jul 2006

Master Of Arts

Maharshi Dayanand Saraswati University, Ajmer (MDSU)
Jul 2001 - Jun 2004

Bachelor of Arts

Maharshi Dayanand Saraswati University, Ajmer (MDSU)
Jul 2000 - Jun 2001

Senior Secondary School (Class XII)

Board of Secondary Education, Rajasthan (BSER)
Jul 2008 - Jul 2009

Higher Secondary School (Class X)

Board of Secondary Education, Rajasthan (BSER)

Certifications

Certifications

Behavioural Trainings

Corporate Training Program
Short term training sessions on Learning & Development Trainings e.g. Code of Ethics, Conflict Resolution, Developing Associates, Managing Others, Leading Change, Service Excellence, Interpersonal Skills and Time Management.

Diploma in Computer Science

ISCT
One year diploma course in Computer Science

O Level

DOEACC Society of India
Course in learning computer application and basic programming accreditaed by Government of India

T100

Infosys BPO Ltd.
A training programs on fundamental of telecom and networking

Lean Sigma Yellow Belt Course (Online Training)

HDFC Bank Ltd.
An online training on 5S and Lean Sigma problem solving methodology.