Saianshi Jethmalani

Experience

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  Global eservices Pvt Ltd

  Jan 2000 - Jan 2001

  Team Manager

  Lead a team of 90 associates providing B2B yellow page business listing to the US client.Scope included transitioning, Training,- on the floor and off the floor trainings, Performance management and outliar management MIS, - to study and appraise associate performanceClient interface, based out of the US,on a daily basisQuality , Drive quality by sharing feedbacks , daily.CPMs - Deliver on critical performance metrices

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  Mphasis Software and Services (Ind) Pvt. Ltd

  Mar 2000 - Sept 2001

  Senior CCA-Operations

  Handling multiple state calls for Citibank customer services (cards) for a nationwide program run by the Federal Government Maintain MIS for all claims, Card replacements, new enrollments, claim tracking and customer service call handling.

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  Wipro BPO

  Nov 2002 - Jun 2005

  Team Lead

  Develop a team of 15 associates to meet and exceed Critical Performance Matrices for a fortune 100 US Credit Card client based out of America. Process Enhancements InitiativesMIS to enable performance managementOutliar managementOff the floor TrainingsTeam Appraisals and growth pathDrive quality through six sigma initiativesWeekly and Monthly reporting to the service Delivery Leader

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  Nirvana Business Solutions

  Jul 2005 - Apr 2006

  Asst. Manager-Operations

  Supervise, mentor, lead and motivate a team of 35 agents and 4 Team Leaders. Seat utilization and effective lead quality enhancement techniques. Co-ordinate time zone for UK and Australia to derive maximum output from available leads.

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  CaliberPoint Business Solutions

  Oct 2006 - Sept 2008

  Manager-Operations

  Profile: Responsible for planning, execution and realization of process goals,To motivate and manage a team of 3 Sr.Team Leaders and 1 Project Leader with a span of 70 associates across 6 processes. Develop excellent relationships with clients based onsite. Succession planning, mentor and groom TL’s to the next level.Built a strong, self fulfilling environment independent of people. Manage processes and people and organize work at different levels to fuel maximum output from resources. Show less

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  BA Continuum Solutons Pvt Ltd

  Jan 2010 - Apr 2012

  Manager - Operations

  Manager- Operations (January ‘10 to April’12) Profile: Organize people and processes to deliver at par and in accordance with the Line of Business standards based out of the US. \​Leading and mentoring a team of 100 associates, processing invoices generated in the Foreclosure stage of Home Loans & Insurance Division of the bank. Accountable for Quality- 13+1, Training 1+2, MIS -2, Team leaders 7.Managed processes across multiple cities. Conducted Risk reviews across multiple functions , processes and cities. Show less