- Lead a large, multi-functional team including Project Managers, Engineers and Analysts.
- Work with stakeholders to understand business needs and make plans with a combination of operational and technical tools.
- Prioritize projects, manage multiple competing priorities simultaneously, and drive projects to completion under tight deadlines
- Lead Tech and Tools team of 25 developers to manage test automations, capacity planning tool, Trifacta migration and software testing.
- Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities
- Escalate and resolve project issues by effectively working with Product Managers, Business Owners and Development Teams
- Run meetings, create and maintain timelines, and keep large, diverse groups informed of progress and obstacles.
- Locate and appraise undeveloped areas for building sites, based on evaluations of area market conditions.
- Conducting meetings at regular intervals with fellow employees for discussing and sharing the vision and the goals of Organisation and encouraging them to share their inputs,ideas for improving the individual performance and achieve the expected Business figures.
- Conducting Retail camps at various outlets for penetration of Business .
- Work with customers for any special requirement and find the right person to complete the same.
- Identify and work on service improvement items.
- Identify and improve items to improve end user experience.
- Creation of different catalog items (Request) for end user so they can request items easily and avoid productivity loss.
- Ownership of different SLAs attached with service desk and non-service desk tracks.
- Work with the stakeholder(internal/external) to review the performance for the desk and overall achievements.
- Responsibilities assigned for different tracks, Service DeskManage different SLAs like FCR (First Call Resolution), AHT (Handling time), ASA (Speed to Answer), Non-Abandon, CSAT for different modes of communication.
- Provide support via phone, chat, email, Self-service, Walk in.
- Provide support in updating the knowledge base as & when required.
- Monitoring of Net Overnight Position Limit
- Monitoring the Gap checks, Breach Chekcs, AGL & IGL
- Preparation and Submission of regulatory returns like GPB,NOPL and Forex Turnover Data
- Provide support with any special project and reporting.