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Amit ****

Mr. Amit Pramod Ghag Graduate & PGDM Pursuing. Contact : +91 9833878525
Email :
Executive Summary
− About 5 years of experience across various facets of the Customer Service, Service Delivery & Operations Management.
− Successfully served Customer Service across Risk and Credit verticals dealing with Banks and NBFC’s Operations & Pan India Operations.
− Rich vast experience in Customer Service, Process/Operations Management, Team handling, People Management, Stake Holder Management, Client Relationship, Effective Cost Management, Risk Management, Internal Auditing and Escalation Management
− Building, Managing and Motivating diverse work forces involving development and mentoring people, recognizing talent and ensuring Productivity benefits keeping in mind the company goals
− Ability to enhance operations by optimizing resource and capacity utilization; productivity and operational efficiencies, SLA and quality management with an insight to retention while curtailing costs
− Effective client rapport, relationship and interaction with proactive communication
− Handled 9 major full-fledged processes across RCU & CPV support for 15 Banks & NBFC’s for
Dorupo Fin Serve.
− Ensuring Quality team inputs are in place to enhance greater customer satisfaction with quality output
− Ensuring Training needs and analysis are closely monitored to result in effective knowledge transfer and output in line with the process and client requirements
− Grown from a Field Executive to a Team Leader and currently is an Operations Manager ensuring a dedicated and reliable approach with focus towards work values, organization goals and ethics
SecUR Credentials Ltd Tenure: Aug ’18 till date
o Managing the address verifications Centrally for the 1st listed Background screening company of India.
o Handling a total team size of 300 field executives, 6 Branches and 10 Central Ops Associates and Analysts across PAN India.
o Managing process TAT, SOW/SLA adherence, and monitoring Branch Managers KRAs. o Responsible for Capacity planning, Recruitment of skilled resources
o Liaison with the training team to ensure proper training and go live of executives
o Ensuring proper genuine address verifications being processed PAN India
o Ensuring error-free reports are dispatched to the client’s basis the requirements received
Career Highlights
Manager, Operations

o Mentoring, Up skilling and Cross skilling employees across queues for contingency purposes and cross functional business requirements
o Ensure proper in-depth knowledge of SLAs/SOWs based on client requirement to ensure reports are dispatched as per the required standards
o Validation of Payroll and monthly incentives.
o Managing shrinkage and attrition for the process
o Validation and preparing daily reports to depict Pending stock, Completions and on hold
percentage across queues handled
o Daily / Weekly / Monthly reviews with the Team Leaders involving problem solving
o Weekly reboot training sessions with the teams/team members to ensure [processing and
quality is at par
o Interaction and discussions with the Human Resources to evaluate the performance of
employees with required feedback and escalations of any issues
o Liaising with the Branch Managers of other states to ensure Continuity Management and
queue management
Operational Deliverables and Activities:
o Successfully implemented Digital Verification Module for field executives throughout the country to ensure the real time reporting of the visit reports.
o Successfully aligned all the States of India by adding adequate manpower on field on basis of the 6 months volumes distribution.
o Raised the Standards of the existing address verifications vendor with respect to quality & TAT adherence.
o Added new efficient vendors keeping the cost, TAT & quality aspect in mind.
o Managed to drop the Audit failures count by implementing various incentive and penalty
schemes and clauses.
o Conducting training sessions team managers in order to educate them on the client
specific requirements in each report
o Liaising with the Software, Hardware and MIS team for implementation of automated
workflows and tools for better utilization of resources resulting in process excellence
o Adequate manpower allocation to ensure all reports and cases are completed as per the
set timelines
o Delivering value to the Clients by driving excellent quality and process enhancement
o Regular interaction with the Training and Client Servicing team to ensure process and day
to day activities are as per requirements.
o Implementation of strategies across queues to ensure completions and no spillover cases
DORUPO Financial Services Pvt Ltd Tenure: July ’15 – July ’18
(RCU and CPV vendor for various Banks and NBFC’s)
Operations Management:
o Accountable for the alignment of field as well as the back end at start of the day for the smooth and productive day.
o Diversion of manpower according to flow in the processes. o Monitoring the process flow as per the SOP of the clients.
o Handling escalation from the clients and ensure quick redressal of the same.
o Field as well as back end recruitments on basis of the volume forcasting.
o Plotting of FE locations according to the average volumes of visits in the particular location
to meet the TAT requirements for the business.
o Maintaining the record of the client authority letters and id card for audit compliance.
Manager, Operations

o Managing shrinkage and attrition for every vertical.
o Meeting and training the field agents once in a month.
o Validation of Daily / Weekly / Monthly MIS reports
o Validation of Payroll and monthly incentives.
o Validation of Monthly Business Reviews and Quarterly Business Reviews as per the
requirements of the Internal stake holders
o Monthly client meetings for business expansion and for the reviewing the existing one. o Daily / Weekly / Monthly reviews with the Team Leaders involving problem solving
o Fortnightly skip sessions with the teams/team members.
Operational Deliverables and Activities:
o Successfully moved the manual and telephonic reporting to digital verification android real time reporting and to brand the firm as a first CPV in the market with verification android software.
o Managed to train 100 field agents for handling the verification App.
o Managed to Cross sell the clients.
o Successfully drove continuous increase in the volumes with the accelerated TAT and
improvised quality.
ZEAL Logistics India Pvt Ltd. Tenure: June ’14 – July ‘15
Team Leader.
Stated working as a field executive who was made aware of almost each & every areas in Mumbai which then helped to supervise the other field agents then was been handed over With Ops and Customer Service responsibility of address verification process & collection process of Bharti Airtel Tata Teleservices, Magazines distribution of Nirmal Bang Securities, Installation services for TATA Sky Ltd, background screening for First Advantage.
o Excellent written and oral communication skills
o Confident, patient, positive and self motivated
o Rich experience in People Handling and Team handling
o Excellent Client Relationship skills
o Strong knowledge in MS Office, with focus on excel.
o Ability to work under pressure and targets
o Ability to strategize, organize and lead cross-functional teams to deliver objectives o Good at problem solving and multitasking techniques
o Ability to drive the set goals and focus on Service levels
o Good knowledge on auditing and risk management
Current Address: House no.5, Rambaug Society, Powai, Mumbai –76, Near Powai Stn. Date of Birth : 22nd September 1994.
Yours Sincerely.
Personal Traits
Personal Information
Amit Ghag.

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