Akhil Singh

Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives. Ensure on time delivery of the services (survey access). Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development. Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing). Develop and deliver training methods, materials and programs relative to building operating standards. Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration. Promoting continuous process improvements to increase operational efficiencies and improve workplace environment. Promote a fair and equitable environment. Ability to train, coach and motivate people.

Accountable for Goal setting, Performance reviews and development plan for all direct reports. Strong focus on meeting and exceeding Process SLA'S (Calls, Blended, E-Mails, Case Reviews). Support CSAT initiatives in enhancing / meeting external (C-SAT) metrics. Review Response Rate and De-Escalating Client Escalations. Identifying measures to tackle In-scope and Out-scope challenges. Responsible for planning and coaching leaders on managing Bottom Performance Mentoring. Provide development opportunities, coaching, and resources. Responsible for compliance for all processes and policies and transactional quality standards. Consistently and effectively implementing the Performance Management Process as a leadership tool to help employees maximize their performance. Decision making in critical day-to-day situations and conflicts. Motivate and channelize staff and leaders in the group to deliver at optimal levels - ensure high levels of employee engagement and retention in a high growth industry. Strong ability to formulate and communicate strategies in a clear, compelling way. Overall accountability of the BCP Plan and Succession Planning for the portfolio. Responsible for Invoicing/Billing to Client and Business Unit Reviews for Portfolio Health Check. Managing the Operational and Quality Reporting for both Onshore and Offshore. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Leading, mentoring & monitoring the performance of teams to ensure efficiency in process operations and meeting of individual & group targets. Providing regular feedback to the team regarding process and quality. Hiring Manager for the process. Induction sessions for new hires. (Also served as Team Leader, SME, and SME for Corporate Function, handling tasks like