Archit Mahajan

Experience

• 

  Barclays

  Jun 2009 - Oct 2016

  Operations Team Manager

  • Mapping clients need, identifying improvement areas and implementing measures to maximize customer satisfaction levels• Running white belt and lean (six sigma) projects to streamline business processes to increase efficiency • Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues and ensuring minimum TAT • Preparing MIS reports as per SLA with a view to apprise management of the process operations and assist in critical decision making process• Leading, training & monitoring the performance of team members to ensure efficiency in sales operations and meeting of individual & group targets*Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards.*Proactively identify service delivery failures and escalate issue/impact to appropriate business owners*Meet regularly with individual team members; coach them to meet and exceed their metrics and sales goals. *Utilize reporting and direct observation to keep them abreast of their performance towards those goals.*Provide performance analysis to implement action plan strategies to improve overall performance*Be a resource for policy, procedure, and human resources questions/issues. *Has intensive interaction with subordinates through coaching and mentoring.*Has an impact on the success of the functional area. Show less

• 

  Aon

  Oct 2016 - Oct 2023

  Project Management – Drive New and existing projects end to end with focus on Quality of Delivery and Process Efficiency. Define, measure and control project timelines, resources, risks, targets, and communication plan• Lead kick-off meetings for large/ complex assignments/Global projects to ensure common and comprehensive understanding of client/stakeholder requirements• Define and implement SLAs along with on-shore stakeholders. In case of crisis situations, provide viable alternatives with least impact to business and people• Identify and lead process enhancement initiatives• Acts as the first point of contact for the colleagues, on company programs and policies Team (direct reports) Goals:• Translate the business goals to individual goals and set expectations/targets• Build and manage capability – ensure 100% key talent back-up• Manage stakeholders• Ensure colleagues are motivated and engaged to perform• Define career paths and development goals• Focus on enhancing technical & personnel effectiveness through training, education and coaching Show less

  • Group Manager Human Capital Solutions

    Dec 2022 - Oct 2023

  • Senior Operations Manager

    Oct 2016 - Dec 2022