Rushali Gupta

Experience

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  Delta World Telesystems Pvt Ltd

  Jul 2002 - Apr 2003

  Customer Service Executive

   Handling Inbound and Outbound calls for a Mortgage process Cross selling of Mortgage

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  Mphasis

  May 2003 - Jul 2004

  Customer Service Executive

   Handling inbound calls, teleservices for a US client - Citibank Cross selling of banking products

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  AXA

  Jul 2004 - Aug 2009

  Assistant Manager

   Handled process/team/business related to General Insurance and Life Insurance. End to end process knowledge of General and Life Insurance Hiring and FTE forecasting Proactively manage Business Continuity Plan/Disaster Recovery tests. Responsible for key business deliverables – payroll processing and back office transaction processing Ensure that the day-to-day operations of a business run smoothly Drive Innovation

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  Capita India

  Sept 2009 - Feb 2011

  Assistant Manager

   Talent Management, Development and Engagement Bussiness Process Improvement Analysis and Implementation Responsible for key business deliverables – payroll processing and back office transaction processing Ensure that the day-to-day operations of a business runs smoothly Coordinating with onshore management to drive ongoing performance improvement Initiated project to map skills sets of the associates and design customized road maps to increase employee engagement and ensure vertical and horizontal career progression movements Performance Management Hiring and FTE forecasting Proactively manage Business Continuity Plan/Disaster Recovery tests Show less

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  ADP

  Feb 2011 - Aug 2016

  Deputy Manager

   Ensure positive working relationship with all business partners at various levels and with interdepartments to implement strategies. Responsible for key business deliverables for back office transaction processing. Coordinating with onshore management to drive ongoing performance improvement. Work with product teams to verify the ongoing development and delivery of products and services that will impact team effectiveness and efficiency. Talent and Performance Management. Effective BTP partnership to align dashboards with Net Promotor System; steps & prepare control points towards smoother implementation of clients. Accountable for the compliance of all audits – ISMS/SAS70/SOC1. Recommend solution architecture specific to capacity/volume forecasting. MIS management. Drive continuous process improvement or innovation. Provide management and professional guidance to team members through regular one-on-one meetings, regular team meetings, monthly quality reviews. Drive metrics and maximize performance by effectively managing and allocating resources Show less

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  Tata Consultancy Services

  Nov 2017 - now

  Operations Manager