Prem Ranjan

Experience

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  Genpact

  Jan 2006 - May 2007

  Technical Support Analyst

  Process: Dell (Desktop, portable and wireless)Worked as a Technical support Analyst and provided Technical Support to Desktop, portable and wireless customers based in US. Supported the Customers through on phone troubleshooting that included issues related to internet access and connectivity issues etc. The was the high end process with the specific expertise in all the three LOB. My Key responsibility areas were:Any hardware related issues within the DELL supplied hardware and checking the compatibility of the software being used on that to ensure the correct functionality of the system.Troubleshooting DSL wireless related issues with the DELL computers with the DELL supplied laptops and routers.Basic setting to configure routers on Dell supplied computers and hardware's. Show less

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  Aon Hewitt

  May 2007 - Aug 2007

  TEAM DEVELOPER

  JOB PROFILE AND KEY RESPONSIBILITIES:- Responsible for taking escalation primarily and handling team of 15 people.Generating daily reports and sending to the managers, keeping track of the performance graph.Ensuring that the primary escalation of a case does not become the executive escalation because of the high criticality of the process.Had the responsibility of discussing the matter with the client and the service providers to ensure that the problem is fixed as soon as possible. Show less

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  Barclays

  Nov 2007 - Aug 2011

  Team Manager

  Areas of Expertise across AssignmentsResponsible for handling the project of the business migration from end to end.Handled the business for Barclaycard Authorizations end to end to get the payment processed for Barclays merchants and handled the queries related to referrals and card fraud. Responsible for tracking and monitoring the performance of the project's SLA's. Handles tasks like reviewing the business progress and SLA wise performance Team wise and reporting the data to the management. Also tracking the deviation of the performance of the team's and putting plans to put them back on track. Prepares the MI report for the quality of the calls within the business and tracks the areas of failures. Weekly and monthly reporting the status of Quality to the senior management of the Business.Responsible for setting up the meetings with clients and discuss the areas where the change is required and prepare a business case for changes in SLA's.Assist WFM and SDL in resource allocation.Assist SDL in handling the resource planning for the business.Ensures that the SLA reports are kept up to date. Coordinates with SDL in preparing presentations which are used in management reviews of the business.Responsible for Managing the team of 20 People with a Team Lead (TSS).Managing the customer complaints primarily the executive escalation.Working towards the delivery of the targets which are critical for the commercial framework of the organizationCoaching and training the team with process, how to comply with the FSA regulations with sales and complaints, behavior and communication skills.Identifying the training needs for the team members and nominating them for the required training.Completing the yearly appraisals for the advisors and the team lead. Show less

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  EXL

  Oct 2011 - Jul 2014

  Assistant Manager
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  Cognizant

  Jul 2014 - now

  P&L Leader for one of the top 7 P&C US Insurance client Responsible for relationship management across all functional business disciplines including customer delivery operations, account growth opportunities and partner management

  • General Manager

    May 2024 - now

  • Deputy General Manager

    Jul 2014 - May 2024