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| Position wanted: |
Manager Quality Assurance |
| Job category: |
BankingConsultancyCustomer ServiceFinanceManagement/ManagerQuality Control |
| Objective and Resume Summary: |
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Objective
TO achieve a leadership role in an organic and dynamic organization that nurtures professional growth and capitalizes on my experience of 10 years in the space of Service Quality , Process Re-engineering , Process Improvement & Customer Experience in Financial Services, Quality Assurance. Aiming to explore my experience and knowledge in the areas of Differentiated services, Customer Operations, Project management, Communications and Strategic Management by use of operational excellence in the financial industry.
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| Skills: |
Service Quality , Process Reengineeing , Process Improvement , Call Centre , BPO , Quality Assurance |
| Known languages (and levels): |
English-Very GoodFrench-A littleArabic-A littleHindi-Very GoodJapanese-A little
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| Type of Employment wanted: |
Full Time
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| Minimum Yearly Salary in Numbers: |
65000 USD
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| Current Location: |
Oman, Muscat |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Masters
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Education
Academic Qualification Class XII from CBSE Board, New Delhi
Bachelors Degree in Commerce from Delhi
University
Pursuing Post Graduate Higher Professional Diploma in Management from University of Cambridge, UK.
Prof Qualification Diploma in Computers from Y.M.C.A, New Delhi
Certificate in Computing from IGNOU
Diploma in Japanese Proficiency Language
Seminars and Training attended
Six Sigma DMAIC
Perusing Six Sigma Black Belt training.
Completed Six Sigma Green Belt training.
YLDP (Young Leaders Development Programme) program in GE capital.
Attended 4 day training on DSE (Developing Self Excellence) in GE capital.
1 week training on Supervisory Skills, coaching and feedback in Convergys.
1 day MMPFR (Managing the metrics for Positive Financial Results) aimed at applying basic concepts of call and work force management to daily floor management.
1 day COPC awareness session aimed at knowing what COPC is and what are the different metrics on which the audits for the same would be conducted.
Money Laundering
Basics in Auditing.
Customer Service Seminar Up your Service by Ron Kauffman
Finance for Non-Finance Managers
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| Work History & Experience: |
| Years of Work Experience: |
7 to 10 Years |
Bank Dhofar (January 2008 Till Date)
Manager Manager Quality Assurance & Business Process Re-engineering
Muscat, Oman
Roles & Responsibilities:
Managing a team of Service Quality and Business Process Improvement officers.
Drive Strategic Quality Re-engineering & Improvement projects within BankDhofar.
Liaison with consultants like Wipro on Retail Banking and Ernst & Young on Central Operations process Re-engineering projects.
Lead and facilitate cross-departmental process improvement projects using Six Sigma methodology together with Lean concepts
Develop process measurement system to track, monitor and report on the project deliverables, expenses and benefits
To manage VOC (Voice of Customer) of BankDhofar customer.
Independently formulated Complaint Management policy on CBO guidelines.
Manage team of Service Quality officers who look after customer complaints
Ensuring all the customer complaints are resolved within specified SLAs.
Monthly dashboards on process improvements & customer satisfaction index with GM- Strategy & Planning.
Phone & SMS Banking (September 2006 December 2007)
Managing and Leading a team of 40 agents, 3 team leaders and 1 AM.
Managing different portfolios like inbound customer service, transaction processing for SMS banking and outbound sales for ICICI/Bank Dhofar Twin sharing account, Bank Dhofar Housing and Personal Loans.
Managing a sub SBU of Private Consumer Banking for HNIs.
Managing sub-SBU of ICICI Bank NRI Services for expatriates with the help of team of DSAs.
Working as an extended arm for Retail Banking and facilitating them with outbound information dissemination and sales on their various products.
Managing and controlling bank defined Service Levels , WFM (work force management )
Customer Relationship management, maintaining a separate portfolio for HNIs.
Responsible for improving processes through reengineering, remodeling and innovative approach.
Planning outbound strategy by macro managing the banks and contact centre IVR.
Accountable for the delivery of SLA and targets delivered through everyday, focus on productivity, people and performance.
Responsible for development and maintenance of Standard Operating Procedures and other documents for contact centre to ensure uniformity across teams.
Participate with Marketing and Planning and research department and ensuring all campaigns are planned and managed appropriately.
Infoline LLC (May 2004 July 2006)
Head Operations and Quality
Muscat, Oman
Roles and Responsibilities:
Managing Operations and Quality for the Omantel Directory Inquiry process, a customer service inbound process for the Telecom service provider in Sultanate of Oman.
○ 24 hrs Χ 7 days operations with team of 90 agents, 3 AMs, 4 Quality Evaluator and 5 supervisors.
○ Conduct process mapping, activity analysis, CTQ/CTP identification and data analysis thereby ensuring that all deviations from the targets are maintained at the minimal.
○ Primary responsibility for adherence to client SLA
Managing outbound telemarketing and inbound Customer Service team of 3 supervisors with 12 agents multitasking on various banking, Insurance and Automobiles processes.
Part of Training team for Bank Muscat and Norwich Insurance(Now AXA)
Handled a team of 10 agents for Bank Muscat Bank assurance & Al Mazouna process.
Pre sales support for Infoline Business Development team.
Independently managing operations for Standard Chartered credit card process which included , tele-selling and direct sales services.
Operation manager for OIFC Customer Service and Collections process of the prominent Factoring agent in Sultanate of Oman.
o 16 hrs x 7 days operations with 15 bi-lingual agents and 2 supervisors handling the customer service & collection for the outsourced billing partner of telecom service provider and government departments.
o Adherence to SLA and weekly reporting to the client.
Major Achievement
Promoted as Head Operations position when account was in jeopardy due to high level customer complaints and turned it around within six weeks.
Perfexa Solutions (January 2004 April 2004)
Assistant Manager Operations
Gurgaon, New Delhi
Perfexa Solutions Ltd. is a focused BPO/ IT initiative of GTC Telecom USA. Perfexa is the fastest emerging IT Company that provides state-of-the-art IT & BPO solutions. Company has offshore BPO/ Software Development facilities at Gurgaon, India.
Roles and Responsibilities:
To manage the Operations for a Customer Service process of an international call center with a span of 500 agents with 20 Team leads and 5 supervisors with captive processes like GTC customer service, e-mail, tech support, collections, sales including win back and other outsourced processes.
Direct reporting to Director Operations in USA.
To develop and implement a plan to meet Service Level Agreements & Response time.
Convergys India Services (April 2002 till December 2003)
Senior Team Leader
Worked with Convergys, as a Senior Team Leader Operations leading the team of Coaches (Senior CCO) in the process of DirecTV and reporting to Senior Manager Operations. My profile includes managing a group of high performing individuals and taking care of Compliance, Call Quality (C-SAT) DMOQs (drivers of Service Level) for 7 teams i.e. 105 agents with which I share dotted line relationship.
Duties and responsibilities as a Senior Team Leader Operations
To maintain a high and healthy standard of competition amongst Coaches and work on their self development and job enrichment with an objective to develop future, competent Team Leaders .
To ensure updated grooming of trainees and conducting their practice and final simulation test before moving on to transition.
To closely focus on transition phase of the trainees and to ensure acceptable Quality standards upon completion of the same.
Call Monitoring, Coaching and Development to mitigate violations and analyzing process data.
To actively coordinate with Training and "Quality "in order to identify
Training needs of consultants on shop floor as well as in training.
Remotely Transitioned DirecTV `s Voice as well as Cyber process.
Achievements with Convergys
Launched Quality development Strategies and actively contributed towards an all time high Quality and Credit scores in the month of April 2003 with a global position of number 3 amongst seven sites catering to clients of DirecTV.
Awarded best Team Leader award by Senior Manager for Team Performance.
Actively participated with Quality department to set up quality parameters for the process.
Star of the month for the month of October, November, December, January and February awarded by Country Manager.
Star of the quarter awarded by Country Manager.
GE Capital (Collections Process) Vendor Financial Services (April 1999 February 2002)
Was working with one of the banking process of GE Capital wherein the profile was to make collections calls. Was promoted to Process Developer /SMS (Subject Matter Specialist) in Operations. The job profile was:
Supervising and Developing a team of 10 people - including all matters related to their Training, Development needs
Looking after SIX-SIGMA adherence by Monitoring Calls of all the associates.
Making Collections on high-risk account.
Training the team as per latest Collections requirement which ultimately form the base for strategy planning (incorporating the voice of the customers)
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