Baiju Mehta

Experience

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  Writer Information

  May 2017 - Sept 2021

  Assistant Manager (BPM operation)

  1. Led the team of 80 associates & 3 TL drivingbusiness of 3 crores annualized revenue havingRPE of 40K+, handling services for 4 Key businesspartners2.Implemented six sigma methodologies to do theRCA and proposed the solution which reducedthe cost of project by 15% and TAT Improvementby 30%3.Migrated 200 FTE QC project for our key partnerUIDAI in span of 15 days reducing knowledgetransfer cost by 25%4.Initiated Documentation of the projects creatingProject Charters, SOP, Project Tracker, TrainingManuals, Process Flowcharts, SIPOC Module.5.Defned Escalation matrix to streamline TAT ofcustomer complaint addressable from 75%- 90%within 24 Hrs of initiation. Show less

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  Ola

  Sept 2021 - Dec 2022

  Assistant Manager Process Excellence

  1. Develop New process for business functions ofinternational geography (ANZ,UK) - Rolled out 16SOPs of partner onboarding , customercare/partner care processes governing thebusiness structure in last 1 year2.Worked on Continuous improvement project withthe focus on reduction of ride level NonCompliance on OLA platform from 7.8% to 0 %.for ANZ geography and 5.6% to 0% in UKgeography.3.Led Lean six sigma initiative for improvement ofdriver registration process which reduced theDPMO for critical fields from 50 to 07 improvingthe regulatory compliance.4.Executed a project which reduced Averagehandling time by 12% and reduced operationalcost to a tune of 12 Lakh per month by deployingsolution designing, fool proofing and automation.5.Increased CSAT score by 12% by resolvingcomplaints related to partneroffboarding, customer refunding by trackingdefined experience metrics and planning withBusiness Heads from Australia & New Zealand.6.Simplified the driver onboarding processes bycollecting 40% documents directly through Govt.Portals/Vendors/Rental Companies across variousstates Show less

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  Hexaware Technologies

  Dec 2022 - now

  Deputy Manager Process Excellence & Transformation