Operations, Training and HR Manager

Last Updated: 28th August 2017 (over 5 years ago)



Phone Number


Age Range
25 to 34

Qualification Level

English, Hindi


Over a decade experience in BPO industry across various departments such as Operations, HR and L&D. Also, have experience in Sales.


Karnataka State University
Master's in Business Administration

   Jul 2013
— Aug 2015

MBA - Operations Management


John Clements Consultants Inc.
Business Development Consultant

   Jan 2017
— Aug 2017

Sales: Business Development Consultant

• New Client Prospecting
o Generate new prospect leads (research prospects, organize calling list.)
o Follow up with leads to get initial meetings
o Keep records of calling activities and create daily reports (tracking, etc.)
o Network across JCCI business units for cross selling opportunities (e.g. occasionally attend Monday sales conference)
• Meeting Preparation
o Organize, update, and communicate visit schedule
o Research prospects, prepare visit report and presentation
o Support calling activity
• Meeting Follow up
o Coordinate with the Business Unit Head for follow up
o Seek out information from others on the team
o Prepare draft proposals from examples and direction provided  Attend weekly ExCom meeting
o Prepare and submit the call report
• Client duties
o Co-manage client database
o Organize communication of upcoming programs and opportunities
o Support in delivery of programs
• Closing of Sales
o Attain the monthly sales target and ensure the collection remittance of payments for all down payments of clients
o Saturates your assigned market by conducting 10 personal client calls/visits per week with the end view of signing up accounts monthly
• Handle ad hoc job requirements
o Networking events & other activities
o Support other teams in their activities

Genpact India Ltd.
Assistant Manager

   Oct 2006
— Dec 2016

Operations: Process Associate, Process Developer, Management Trainee, and Operations Assistant Manager

• Managed call centre operations
o Oversee the supervision of 9-12 employees (mix of Management trainees, Process Developers, and Process Associates)
o Monitoring employee performance and deliver coaching
o Weekly reviews of processes and procedures for outstanding items
o Dealt with customer issues, solved disputes and complaints escalated by Clients
o Completion of month end task within Account Receivable, including month end reports and reconciliations
o Monthly reviews for potential write offs, credits and Account Receivables clean-ups
o Creation of weekly Accounts Receivables Aging reports with detailed information for monthly dashboard meeting
o Timely processing and posting of daily lockbox, ACH/WIRES, Credit Cards and Deposit reports
o Managing Accounts Receivables Generic mail box and ad hoc requests from Clients
o Creating monthly dashboards/Executive reports for analysis
o Developed and implemented staff training and mentoring programs
o Attend regular progress and performance meetings with Senior Management
o Identifying, developing, and implementing best practice that increases performance and motivation
• Review business policies and procedures on quarterly basis
• Provide cost benefit to the Client (using Lean or Six Sigma methodologies)
• Dealing directly with the bank for daily account statements
• Implemented customer quality procedures
• Creating encouraging culture where the work can get done
• Knowledge and understanding of respective domain in OTC cycle (Order to Cash)
• Decision making in a pressured and commercial driven environment
• Communicate complex circumstances/cases with the Clients
• Delivering regular team communications and organizing weekly/monthly meetings
• Working closely to build and maintain close working relationship with clients/employees
• Maximizing accuracy & productivity through various training interventions
• Accounts worked & handled:
o GE Capital process (EFS - Equipment Financial Services) in 2006 as a Process associate in Accounts Receivable – Cash Applications
o Crossed trained in-Service Request, Special Handling Customers, Disposition, Refunds, Payment history and WIRES/ACH Calling process
o In 2012, successfully transitioned the entire EFS Business from Gurgaon to Jaipur
o In 2013, joined Accounts receivable process for Credit Card Business of GE Capital and worked there for about 7 months
o In August 2013, part of new business transition to Genpact and worked there for 3 years

Training and Development: Trainer
• Creating business manuals (SOPs) and training modules - designing /re-designing curriculum based on client requirements
• Conducting training workshops for Agents
• Consult with department heads/SMEs to identify training needs
• Outline training requirements for department managers
• Oversee development of training programme scopes and course materials
• Routinely evaluate business training needs and adjust staff development and educational programmes
• Develop and manage tracking and reporting progress on training progress
• Improved Performance management by standardizing system across departments through various training interventions
• Partnered with clients to localize training content for multiple sub-processes
• Customized culture and communication curriculum
• Utilized classroom, one-on-one, and Live Meeting for group and individual training needs
• Planned, coordinated, and participated in "Train the Trainers" event
• Work directly with individuals to develop improvement plans
• Responsible for headcount of 70 employees in Gurgaon, India
• Created atmosphere of open communication and trust

Human Resource: HR Catalyst
• Assisting with the day to day operations of the HR Admin Management
• Being the first point of contact for all general HR inquiries, administration, and correspondence
• Ensuring that all company HR processes and procedures are properly followed
o Introduction to HR Policy & Procedure Manual
o Developing and implementing disciplinary policies
o Help managers and staff interpret and apply policies equitably and fairly
• Participated in interview and selection process for various positions
• Organizing various team building activities like: games, and other workshops
• Maintaining good communication with the employees
• Monitoring Monthly Newsletters and arranged monthly/quarterly employee events or One-O-One
• Conducted New Hire Orientation
• Developed and introduced employee/team building initiatives including Employee Suggestion and Recognition
• Conducted routine follow-up with FLM’s or respective stake holders to ensure fulfilment of the position
• Assessed skill level of prospective candidates, conducted interviews, and discussed job responsibilities
• Delivered employee orientation and training
• Provided program evaluation & communicated results to senior management
• Helped coordinate quarterly Employee Recognition program
• Facilitated quarterly meetings with senior management
• Prioritizing and managing own workload without supervision

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