Managing the day-to-day planning and operations of my team & the process (Payment Compliance, KYC (CDD, EDD, PEP, RCA), AML, Sanctions, Fincrime, OFAC, FATF, PMLA). Ensuring delivery of Client KPIs / targets including day to day service levels, customer experience, quality and compliance measures. Leading and motivating people and other leads & helping them in their overall development. Managing team / LOB performance and achieving KPIs for the entire KYC team. Solving business problems with analytical skills, knowledge and experience. Caring for the health, safety and welfare of the people. Auditing and Identifying performance related issues for continuous business improvement or excellency. Developing an action plan for improvement by remedial training, coaching & feedback sessions. Liaising with different departments to ensure smooth and effective operational delivery.

Ensured Critical Performance Metrics are met timely and consistently. Actively participated in Client / Vendor reviews / calibrations. Managed multiple teams & provided innovative ideas for business growth. Conducted multiple call-coaching training sessions each week. Managed team KPIs and retention initiatives. Performed root cause analysis regarding attendance and attrition. Identified and share operational best practices. Used to communicate expectations to team members and provide timely business updates. Used to share feedback with team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching. Ensured that a team of associates has a clear understanding of performance expectations, are properly trained, and have access to all the tools and resources they need to perform at high levels of productivity and efficiency.

Provided key inputs to drive customer experience. Provided customer services through chats handling. Ensured agent wise monitoring coverage was done. Used to revert to client/vendor queries on routine issues. Provided Quality assurance throughout the project life cycle. Played a key role in establishing the company's quality standards. Shared knowledge by working in a progressive work culture with self-determination of being creative and innovative. Helped to identify the performance related issues and develop an action plan for improvement by remedial training. Worked as a subject matter expert for the team on client business rules, customer interaction policy and support tools. Helped to identify the process and business opportunities that can be flagged to the client as “value ads".

Supervised a team of 15-20 Front level agents Was awarded as The Best Team lead in April 2008 out of a team of 30 Team Leads Operations SPOC for C-SAT & CQ (Call Quality) Used to manage shrinkage through daily attendance report Used to monitor & evaluate calls on a daily basis & share feedback Daily analysis for variance of breaks schedule, adherence and AUX control Used to publish analysis of trouble tickets created by agents. Used to create performance reports and document the feedback.

Managed to handle escalations and supervise the floor to increase the FCRs. Used to communicate goals and targets with new folks. Assisted new hired agents and shared knowledge to ensure smooth process transitioning when they hit the production floor. Worked on AHT base-lining and Time & Motion study time to time. Got awarded as Best Agent of the month and titled as ‘King of Ring’ in March’07.

Handling day to day customer queries related to telecom and provide them with the best possible solution. Suggested new products & schemes to Supervisors/Client to reduce repeat calls.