Punith Kundran

Experience

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  Sutherland Global Services

  Dec 2005 - Aug 2011

  Senior Team Leader

  Worked with Sutherland Global Services as a Senior Team Leader (Operations) for the ICICI Banking Process in the Secured Services. Handled Operations, Conversion, Field Referral, NCL & Higher Bucket portfolios. Adhering to RACI matrix as mentioned in SLA, OLA & Compliance. Conduct training session to enhance the performance and have best practices followed. Presenting the team performance in the monthly review and discuss the POA towards taking the performance to next level. Awarded with "Best Innovation" for implementing product wise focus strategy in Field Referral portfolio which helped in achieving level 2 performance across Pan India for 1st quarter 2011. Adhering to quality norms and ensuring better performance resulting in zero escalations. Provide reports and feedback to Team Managers on ways to enhance productivity and customer satisfaction. Co-ordination with Training, quality & support functions for smooth functioning. Identifying and developing measurement standards for the improvement of performance and operational effectiveness. Planning, and implementing Team goals and objectives. Reduce violations to ensure adherence to proper collection procedures; Product and process. Achieving team targets, planning new strategies and ensuring proper adherence to the same. Monitor and evaluate team performance and provide necessary feedback for performance enhancement. Show less

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  OBOX Global Solutions

  Aug 2011 - May 2014

  Assistant Manager

  Handled Inbound process for Valuecloud Privilege Program.Handled Backend process for vMobo consisting data entry and emails.Regular record verification and maintenance of the inbound calls against the resolved member calls. Worked in transition at clients place for 3 months.Process flow & Audit parameter implementedStrategize the overall process and delegate for execution.Initiating and contributing for defining the process documents and also to implement on the same.Ideation and suggestion during the launch of the product.Guiding the team with various techniques of soft skills, querying the customers, addressing the issues of the merchants.Managing the search team for data collection and uploading the information on the backend.Scaling up the skills set of each team member by offering various management exercises on personal level.Optimizing the resource by identifying the core skills and help them to enhance and improve on their weak skills. Show less

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  OBOX HR Solutions Pvt Ltd

  May 2014 - now

  Senior Operations Manager

  Customer service International Tours & Travels