Riddhi Bhalla

Experience

• 

  WTW

  Feb 2007 - Jan 2017

  Team Leader
• 

  General Mills

  Jan 2017 - now

  Service Delivery:• Providing process expert service to team members.• Conduct calibration calls with the stakeholders to understand expectations, provide feedback and reports and resolve queries or escalations.• Monitor performance to ensure smooth functioning in accordance to the pre-set deadlines, procedures and service standards (SLAs)• Maintain the team’s quality in service delivery by ensuring that it is updated on process knowledge, providing expert technical referral support & setting and conducting monthly product knowledge tests (PKTs) for team members• Ensure Backups & cross trainings in place for all processes.• Process and manage all standardized and non-standardized client escalations by conducting research/fact-finding.• Identify, recommend and facilitate the implementation of process improvement initiatives to improve efficiency.Workflow Management:• Plan, coordinate, and supervise activities related to the distribution of work•Assessment and allocation of incoming work, in accordance with service levels and work prioritization matrix•Update and maintain the team competency log to provide an accurate status of team competency matrix at all timesz.Knowledge Management:•Lead, motivate, counsel, develop and coach newly recruited team members to meet their KPI’s, mainly accuracy & Productivity•Ensure strong, clear process documentation and controls are in place & review them every 6 months.•Performance review conducted on weekly basis for new entrants.Talent & Org:• Weekly 1:1 with team members.• Lead, develop and coach team members on their performance and personality• Set clear Objectives at beginning of the year & provide periodic feedback on the progressOthers• Lead and deliver on HMM goals as agreed with the business• Educate and institutionalize CI tool implementation & practices within process• BCP / SOX compliance – ensuring compliance and documentation. Show less

  • Senior Manager

    Sept 2023 - now

  • Manager

    Sept 2021 - Sept 2023

  • Assistant Manager

    Jul 2019 - Sept 2021

  • Associate Assistant Manager

    Jan 2017 - Jun 2019