Shakti Singh

Shakti Singh Flat No. 1204, Tower H, Noida, UP – 201301 Home: - – Cell: - – Email:- PROFESSIONAL SUMMARY_______________________________________________________________ CAREER OBJECTIVE Expand leadership responsibilities, improve organizational ability to exceed corporate goals, and honor all long-term commitments made to the customers, management and employees. CAREER PROFILE Seasoned operations manager, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Insurance, Order to Cash (O2C), and Claims. Exposure to multiple Operations, Consulting and Training roles in Finance and Accounting, Insurance and Claims – Operations Management, Team Management and SLA Management, Project Management, Lean Six Sigma greenbelt. CERTIFICATIONS_________________________________________________________________________ • • • Lean Six Sigma Greenbelt Certification, Genpact India Prince2 – Foundation & Practitioner, Axelos Ltd. IIA and AINS, Insurance Institute of America. WORK HISTORY__________________________________________________________________________ • • • • • • • • Operations Manager Accenture Solutions Pvt. Ltd. – Oct, 2016 – Nov, 2017 Genpact India Pvt. Ltd. – Oct, 2014 – Oct, 2016 People Management: Managed hiring, one on one discussions, attrition, internal movements, shrinkage, developmental trainings, learning path, process training, appraisals, and expectations, performance tracking, career planning, rewards and recognition, mock assessments and interviews during promotion assessments etc. SLA & Process Management: Managed the operations seamlessly and timely SLA delivery such as Productivity, Quality, NPS, CSAT, AHT, DSO, Invoice aging and exceptions rate etc. along with maintaining high levels of employee and customer satisfaction. Client Management: Identified improvement areas & implemented measures to maximize customer satisfaction. Daily, weekly and monthly collaboration calls with client onshore to make sure the effective and efficient delivery. Reached out as a direct point of contact for any team level appreciations, escalations and issues. Internal Management: Acted as a liaison to reporting manager and senior management to keep then up to date with process floor matters. Reviewed and managed periodic reporting and communications to management related to the continued performance and/or any business related issues. Process Improvement/Excellence: Benefited process with $50K FTE realization benefit through Greenbelt project. Assisted and guided associates in identification and implementation of lean ideas for process improvement. Support Functions: Worked as a single point of contact for all non-ops departments and identified, evaluated & coordinated operational, training, IT and HR issues. Provided a leadership support to functional teams and motivated staff to achieve production goals. Training/Process Documentation: Identified actions and worked with trainers to ensure the process and quality related knowledge and skills developed effectively. Reviewed and updated process related documents like Standard Operation Procedure (SOP), Process Trackers, Process Maps, Update dissemination processes, Knowledge assessments etc. Compliance/Risk Assessments: Ensured process compliance with all business related and regulatory directions and adherence to all operational processes and procedures. Developed business continuity plans related to anticipated business disruptions in case of any unforeseen events. • • • • • • • • • • • • • • • • • • • Assistant Manager Genpact India Pvt. Ltd. – Jun, 2011 – Sep, 2014 Promoted from team leader to assistant manager in 19 months. Managed staff of process associates, process developers and management trainees. Hired candidates, got those trained in process and evaluated performance basis process tollgates. Assigned employees to specific duties to best meet the needs of the process. Scheduled and led weekly team meetings for all employees. Implemented a new quality process and identified non value add’s to improve process effectiveness. Handled all customer satisfaction issues in a gracious manner and in accordance with standard operation procedures. Worked with the management team to implement the proper division of responsibilities. Actively pursued personal learning and development opportunities. Process Associates till Management Trainee Genpact India Pvt. Ltd. – Feb, 2007 – May, 2011 Compiled and reviewed monthly dashboards. Prepared knowledge assessments for the team, trained new hires and conducted refreshers on overall/individual wise performance of the team. Created SOP’s, Process maps, Update trackers, and training materials. Conducted periodic team meetings for continual improvement. Played the key role in the development of people in the domain. Analyzed errors and feedbacks received from the client and evaluated areas of improvements. Became QC specialist to check the quality of the team members. Selected for the knowledge role in the process and conducted process training. Played the key role in transitioning of the process. Selected for the On job training for pilot process. EDUCATION____________________________________________________________________________ Diploma in Finance Indian Institute of Management – Calcutta Bachelor of Commerce University of Jammu – Jammu PROJECT _______________________________________________________________________________ • • • • • • • Building Comprehensive Metrics and Measurement Capability – Apr, 2014 – Mar, 2015 Decoupled existing reports and developed a consolidated repository of metrics. Created reporting structure to measure key metrics. Templated reports with key metrics for one-stop visibility. 350+ metrics identified for monitoring effectiveness & efficiency. Roadmap for converting metrics into reports. Structured MIS for generating business insights. Quick decision making from real-time & standardized reports. AWARDS_______________________________________________________________________________ • • • • • • • Awarded as Retention champ for 2013 and Q1 & Q2, 2014 Honored Silver award for exemplary performance in handling the critical client, 2014. Bestowed 5 times FLM of the month award and silver award for managers best back up, 2013 Awarded special recognition award for handling the team, conducting new hire training, meeting SLA’s and creating best plan and training material, 2011 Bestowed customer centricity award for making customer delight, 2009. Awarded 2 silver and 3 bronze awards for process excellence, 2008. Honored achievement award for process excellence by SVP and Bronze award for filling best lean idea in 2007.