Pradeep Tirthani

Experience

• 

  Genpact

  Nov 2007 - Jun 2017

  Core Responsibilities• Plan, develop and implement strategy for operational management to meet agreed organizational performance plans / SLAs• Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales • Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.• Lead, innovate and implement best industry/ business practices• Motivate and work as a natural team-player in the business functions• Build excellent business relationship with customer groups. • Lead customer communication; recommend changes in work flows, procedures, service levels based on customer demand• Effective staffing management and cross training in the span to avoid any billing leakage• Suggest essential training & mentoring of team members in line with role and process KPIs Show less Responsibilities• Driving operational efficiency, raising customer service levels and cutting costs• Organizing work load, allocating tasks on a daily basis• Managing team and individual performance• Ensuring all administrative records are completed accurately• Ensure professionalism and high quality is continually maintained• Preparation of relevant reports and documents for senior managers• Identifying areas of the business where improvements can be made• Developing policies to enhance performance• Monitoring Staff attendance and performance levels• Training of new staff and identifying training requirements of existing staff• Ensuring compliance with all relevant health and safety guidelines• Supervising the day to day activities of a team of 27 team members Show less • Driving operational efficiency, raising customer service levels and cutting costs• Organizing work load, allocating tasks on a daily basis• Managing team and individual performance• Ensuring all administrative records are completed accurately• Ensure professionalism and high quality is continually maintained• Preparation of relevant reports and documents for senior managers• Identifying areas of the business where improvements can be made• Developing policies to enhance performance• Monitoring Staff attendance and performance levels• Training of new staff and identifying training requirements of existing staff• Ensuring compliance with all relevant health and safety guidelines• Supervising the day to day activities of a team of 20 team members Show less Responsibilities:Meeting Training needs of the process as per the business requirementsConducting Knowledge Assessment Tests and reporting the results to the stake holdersLiaising with the customers and identifying various development areas of the processCross Skilling and Upskilling the agentsIdentifying training needs of the individual and provide the trainingPerformance management of Bottom performers to help them come up the learning curvePreparing various dashboards and reporting to the stakeholders Show less

  • Operations Manager

    Nov 2015 - Jun 2017

  • Assistant Manager

    May 2013 - Nov 2015

  • Team Leader

    Dec 2012 - Apr 2013

  • Domain Expert

    Sept 2011 - Nov 2012

  • Process Developer

    Jan 2009 - Aug 2011

  • Process Associate

    Nov 2007 - Dec 2008
• 

  MetLife

  Jul 2017 - Jan 2021

  Core Responsibilities• Plan, develop and implement strategy for operational management to meet agreed organizational performance plans / SLAs• Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales • Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.• Lead, innovate and implement best industry/ business practices• Motivate and work as a natural team-player in the business functions• Build excellent business relationship with customer groups. • Lead customer communication; recommend changes in work flows, procedures, service levels based on customer demand• Effective staffing management and cross training in the span to avoid any billing leakage• Suggest essential training & mentoring of team members in line with role and process KPIs Show less Core Responsibilities• Plan, develop and implement strategy for operational management to meet agreed organizational performance plans / SLAs• Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales • Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.• Lead, innovate and implement best industry/ business practices• Motivate and work as a natural team-player in the business functions• Build excellent business relationship with customer groups. • Lead customer communication; recommend changes in work flows, procedures, service levels based on customer demand• Effective staffing management and cross training in the span to avoid any billing leakage• Suggest essential training & mentoring of team members in line with role and process KPIs Show less

  • Senior Operations Manager

    Jul 2019 - Jan 2021

  • Operations Manager

    Jul 2017 - Jun 2019
• 

  Genpact

  Jan 2021 - now

  • Assistant Vice President

    Sept 2022 - now

  • Senior Manager

    Jan 2021 - Aug 2022
• 

  Genpact

  -

  Assistant Vice President