Harshad Suryavanshi

Managed a team of 30 data associates in the EN_US core transcription process. Responsibilities included deep dive analysis of daily reports for Velocity, Quality, and Compliance, ensuring productivity maximization through supervision and feedback. Coordinated with HR for performance and behavioral management.

Managed operations and operational effectiveness by delivering KPIs and prioritizing work according to business needs. Focused on people management by setting objectives, conducting regular appraisals, and developing team members' leadership qualities.

Managed a team of 25 advisors and 1 process leader. Key duties included conducting one-to-one appraisals, creating and updating SOPs, analyzing performance reports, and developing bottom performers through coaching action plans.

Managed team queries and escalations while ensuring adherence to SLAs. Duties involved providing quality feedback, analyzing reports, predicting attrition, and developing members through coaching. Also responsible for creating monthly business review documents.

Provided excellent customer service by setting up policies and handling money laundering requirements. Built capability as a Trainer and Auditor, consistently achieving AHT and PKT targets, and handling complex escalation calls.

Worked in an inbound calls process dealing with prepaid mobile services queries. Maintained high productivity and quality, and was responsible for helping team members and the team leader for smooth floor functioning.

Handled sales of opening online share trading accounts and managed the operations of customer share trading accounts, including opening General Insurance Policy accounts.