Deepak Singh

Experience

• 

  SLK GlobalBPO pvt ltd

  Dec 2009 - Jun 2012

  As a Quality analyst

  2yr exp as a quality analyst...

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  Capgemini

  Jun 2012 - Jul 2017

  ● Maintaining the service level agreement (SLA), training, team meetings, coaching sessions and other activities. ● Follow up the escalations, C-Sat (Customer Satisfaction), Transaction audits, sharing the feedbacks, publishing the agent productivity daily, and looking into agent concerns and clarifications.● Responsible for sharing Weekly call, Monthly Dashboard and Service Delivery call for the process and sharing the same with the clients.● Working with the Management Team to achieve the Organizational Goal and Objectives● Resource allocation during Month end and high volume periods.● Have prepared daily trackers to measure the volume and check the SLA metrics.● I used to coordinate with Quality Team in minimizing the errors.● Active participation in conference calls during the process trainings. ● Updating all the Standard operating procedures regularly and preparing process flow charts in MS Visio.● Taking care of the entire cross training being done properly within the team● Preparing Training plan for the new hires on the process● Evaluating the performance of the associates and rating accordingly● Actively participated to updating Audit Documents for team the team like FMEA, Org Chart, Process Flow Charts, SIPOC, CAPA, Escalation and communication matrix etc.● Updating bi-weekly report for calculating of capacity utilization in the team and effective utilization of resources. Show less

  • Senior Associate

    Jun 2012 - Jul 2017

  • Senior Associate

    Jun 2012 - Apr 2017
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  J.P. Morgan

  Sept 2017 - Jan 2025

  Operations Specialist in investment banking

  ● Processing manual payments based on internal banking ops partners request between DDA & GL accounts.● Responsible for sending all monthly deliverables and management reports.● Conduct team meetings to update members on best practices and continuing expectations.● Provides quality customer service (internal team), including interacting with internal ops partners, answering for their enquiries.● Delegating tasks and set deadlines for the team.● Encourage & participating in L&D sessions to develop self-management skills, interpersonal and Communication skills and applied the same strategies to develop team performance.● Suggest and organize team building activities.● Conduct SOP reading sessions for every quarter in order to meet SLA.● Incorporate compliance guidelines into account monitoring activities.● Ensured that all confidential client information was handled properly.● Gathered supporting evidence needed for authorized investigations.● Provided regular training updates on new monitoring techniques.● Reviewed monthly account transactions, making note of any suspicious activities.● Preparing Training plan for the new hires on the process● Conducting Huddle on weekly basis to discuss on new updates and error discussion.● Preparing all the reports to the management (Daily & Monthly Production report).● Leading the WebEx Training and supporting the Onshore Team for Knowledge Transfer followed by Certification before going Live on banking operations.● Preparing reports and producing ideas for enhancement of investment portfolios● Building and maintaining direct relationships with clients● Assisted senior analysts in building client database and improving business Show less

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  Cognizant

  Oct 2022 - Jan 2025

  Assistant Manager
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  Cognizant Technology Solutions

  Oct 2022 - now

  Operations Manager