Vivek Singh

Experience

• 

  Inox

  Jan 2003 - Jan 2006

  Dialer and MIS

  • Creating New Campaigns. Preparing Dialer Strategy according to the need of Client & Process Manager. Keeping a vigil on areas to be called and working on time zones, for effective results .Ensure 100% adherence to campaign requirements. Assigning appropriate number of channels to each campaign. Proactive and effective monitoring of campaigns, with timely feedback to Operations. Generating Dialer reports including penetration and completes

• 

  HeroITES

  Jan 2006 - Jun 2006

  WFA

  Real Time AdherenceReporting

• 

  IBM Daksh

  Jul 2006 - May 2010

  Assistant Manager

  Managing a team of 6 WFA. Responsible for the Service delivery against the target and to maximize revenue for the account. Taking care of the Revenue Projections and Forecasts of the Entire process and responsible for the update on the daily basis.Six years of experience in Forecasting of call volume, Capacity planning as per budget and client requirement and scheduling with the help of Erlang and IEX

• 

  Metlife

  Jun 2010 - Sept 2010

  Assistant Manager

  People ManagerReportingForecastingAnalytics

• 

  EXL Service

  Oct 2010 - Mar 2012

  Manager - MIS and Analytics

  Worked on Various performance management Tools GDS, Merced and accounting tool to extract the data for financial and performance reporting and analysis of the travel business. Creating and designing SQL Queries for different types reporting requirements.• Strongly aligned with travel business for the performance reporting and Analysis of US and Global Market.• Taking care of the performance management reporting/incentive calculation for the EMEA and Canada/US markets of the agents, TL’s and managers.• Responsible for the preparation of dashboards, scorecards, designing reports and extensively using SQL queries.• Responsible for the reporting process improvement and reporting process automation by closely coordinating with business which included handling the change management requests. Show less

• 

  RBS IDC

  Mar 2012 - now

  • To ensure the system is available on daily basis and the actual data is refreshed and validated. Ensuring monthly release of the MI system on agreed SLA’s. • Work closely with technology and finance team and the data warehouse team on solutions to resolve identified system/production issues which are impacting existing infrastructure /solution covering data quality, data assurance, refresh timeliness, data security governance, setting up product in system. Manage the infrastructure need of the internal team. • To ensure that business reporting and analysis requirements are consistently met through the upkeep of system hierarchies, the creation and maintenance of BAU reports.• Account level income reconciliation between general ledger system and MI system on monthly basis.• Managing internal audits for the process ensuring quality and accuracy are met. • Participate in Systems Implementations, Upgrade, and Automation projects as needed.• Providing trainings to business user across different geographical locations. Create test plan and support testing activities and documenting the results and issues.• Understanding data flow & extraction, analyze data quality and create mappings to ensure data flow between ledger and MI system.• Collaborating with different stakeholders & business users to design the project /test strategies & plans. Investigated and resolved any defects encountered during UAT.• Identify project risk and issues and raise them in log. Support Project Manager in status reporting and preparing material for executive meetings and coordinating tasks between various teams. Show less

  • Associate Vice President

    Jul 2021 - now

  • Associate Manager

    Mar 2012 - Jun 2021