Team Manager at Matrix Business Services India Private Limited (2024-05 – Present)
Manage a portfolio of 32+ FTEs using data-driven planning to ensure all process KPIs and delivery goals are met in Claim processing in Audit & Assurance domain. Lead client relationship management, utilizing a consultative approach to implement AI for faster delivery and process optimization.
- Manage a portfolio of 32+ FTEs using data-driven planning to ensure all process KPIs and delivery goals are met in Claim processing in Audit & Assurance domain
- Identify opportunities for Revenue generation
- Drive New Business initiatives
- Creating and managing long-term goals. Ensuring goals are met in areas including customer satisfaction, safety, quality and team member performance
- Lead client relationship management, utilizing a consultative approach to implement AI for faster delivery and process optimization
- Direct end-to-end Transition Management and Resource Management for Audit & Assurance domains
- Managing and monitoring project plans and schedules
Assistant Team Manager at Matrix Business Services India Private Limited (2021-07 – 2024-04)
Delivered data resulting in business enhancement. Identified skill gaps and implemented targeted training, resulting in an increase in team productivity. Ensured 100% compliance with company policies and guidelines.
- Delivered data resulting in business enhancement
- Identified skill gaps and implemented targeted training, resulting in an increase in team productivity
- Communicate with clients and evaluate their needs
- Ensured 100% compliance with company policies and guidelines, resulting in improved team performance and increased customer satisfaction
- Consistently met and exceeded service level targets by tracking KPIs and driving action plan, leading to improved team performance
- Monitor operating costs and resources, maintain low attrition levels in the teams
Content Management at NSEIT LIMITED (2019-04 – 2021-04)
Maintaining and monitoring project plans, project schedules, and work hours. Documenting and following up on important actions and decisions from meetings.
- Maintaining and monitoring project plans, project schedules, work hours
- Documenting and following up on important actions and decisions from meetings
- Monitor project progress and handle any issues that arise from client
- Work with the Project Manager and project Head to eliminate blockers
- Coordinate with the Subject matter expert for the development for the content as per the requirement
Analyst Cum Operations Portfolio Specialist at Tata Consultancy Services (2013-04 – 2018-12)
Analyst / Operations Portfolio Specialist responsible for direct client communication, revenue generation identification, and strategic business analysis.
- Analyst / Operations Portfolio Specialist at Tata Consultancy Services
- Direct communication with the end clients for their requirements
- Identify opportunities for Revenue generation
- Assigning the Maintaining & Refreshing the database to the database specialist
- Discussing requirements with clients, analysing business practices, performing initial assessments, researching client businesses, reviewing financial systems, making recommendations according to client objectives, creating business plans to foster change
- Perform research and offer insights on market trends, consumer behaviour, competitors, and potential business opportunities
- Drive New Business initiatives along with the Senior Leadership team
- Analyse and report competitive and industry trends to Marketing & Sales management
- Consult with Brand teams, Marketing teams and Category development team to ensure that the data they use is market relevant and provide insights
- Combine eCommerce data to provide online shopper behaviour trends, web marketing strategies
- Document database specifications and continuous learning in the database for future reference
- Providing process training to new recruits and allocation of jobs
- Maintaining the agreed level of quality in the client operations
