Naresh Gayal

Experience

• 

  Genpact

  Jul 2010 - Feb 2020

  Operations Management • Maintained shrinkage of the team on the floor and oversaw the function of retaining staff, thereby ensuring there is no shortage of staff at any time by carrying out headcount reconciliations for the teams in the business• Spearheaded weekly and monthly team and client meetings to discuss the issues, identify solutions and accordingly implement them to ensure a smooth handling of operations• Trained and mentored team members by guiding them with the processes gaps and knowledge addressed, identified their queries and implemented solutions to ensure the team deftly achieves productivity, quality and roster adherence• Interfaced between managers and team members taking complete authority of smooth functioning of operations, prepared shift rosters that match 24/7 environment, planned and executed pulses and skips with senior management• Ensured the HR Matrix are Green and the accomplished analysed data is shared with stakeholders, including SLA reports, Attrition (EWS) and Error AnalysisPeople Management• Actively participated in the recruitment process of hiring new recruits for the team based on the backfill and projects• Supervised employee performance to ensure error-free and efficient management of operations in addition to meeting KRAsQuality Compliance• Analysed the entire process, suggested process improvement solutions ensuring increased productivity and better quality standards by constantly monitoring escalations and feedback• Maintained quality scores by assessing the audited cases received from Quality Department, handled escalations and close looping with clients and stakeholders• Reviewed team performance by constantly coordinating with Quality Manager and Operations, prepared process documents and maintained databases and reports• Involved in the mapping of business requirements and participated in the functions of developing and implementing processes in accordance with the set guidelines Show less Operations Management • Maintained shrinkage of the team on the floor and oversaw the function of retaining staff, thereby ensuring there is no shortage of staff at any time by carrying out headcount reconciliations for the teams in the business• Spearheaded weekly and monthly team and client meetings to discuss the issues, identify solutions and accordingly implement them to ensure a smooth handling of operations• Trained and mentored team members by guiding them with the processes gaps and knowledge addressed, identified their queries and implemented solutions to ensure the team deftly achieves productivity, quality and roster adherence• Interfaced between managers and team members taking complete authority of smooth functioning of operations, prepared shift rosters that match 24/7 environment, planned and executed pulses and skips with senior management• Ensured the HR Matrix are Green and the accomplished analysed data is shared with stakeholders, including SLA reports, Attrition (EWS) and Error AnalysisPeople Management• Actively participated in the recruitment process of hiring new recruits for the team based on the backfill and projects• Supervised employee performance to ensure error-free and efficient management of operations in addition to meeting KRAsQuality Compliance• Analysed the entire process, suggested process improvement solutions ensuring increased productivity and better quality standards by constantly monitoring escalations and feedback• Maintained quality scores by assessing the audited cases received from Quality Department, handled escalations and close looping with clients and stakeholders• Reviewed team performance by constantly coordinating with Quality Manager and Operations, prepared process documents and maintained databases and reports• Involved in the mapping of business requirements and participated in the functions of developing and implementing processes in accordance with the set guidelines Show less Operations Management • Maintained shrinkage of the team on the floor and oversaw the function of retaining staff, thereby ensuring there is no shortage of staff at any time by carrying out headcount reconciliations for the teams in the business• Spearheaded weekly and monthly team and client meetings to discuss the issues, identify solutions and accordingly implement them to ensure a smooth handling of operations• Trained and mentored team members by guiding them with the processes gaps and knowledge addressed, identified their queries and implemented solutions to ensure the team deftly achieves productivity, quality and roster adherence• Interfaced between managers and team members taking complete authority of smooth functioning of operations, prepared shift rosters that match 24/7 environment, planned and executed pulses and skips with senior management• Ensured the HR Matrix are Green and the accomplished analysed data is shared with stakeholders, including SLA reports, Attrition (EWS) and Error AnalysisPeople Management• Actively participated in the recruitment process of hiring new recruits for the team based on the backfill and projects• Supervised employee performance to ensure error-free and efficient management of operations in addition to meeting KRAsQuality Compliance• Analysed the entire process, suggested process improvement solutions ensuring increased productivity and better quality standards by constantly monitoring escalations and feedback• Maintained quality scores by assessing the audited cases received from Quality Department, handled escalations and close looping with clients and stakeholders• Reviewed team performance by constantly coordinating with Quality Manager and Operations, prepared process documents and maintained databases and reports• Involved in the mapping of business requirements and participated in the functions of developing and implementing processes in accordance with the set guidelines Show less

  • Assistant Manager

    Apr 2019 - Feb 2020

  • Team Leader

    Dec 2016 - Mar 2019

  • Senior Dispute and Chargeback Analyst

    Feb 2013 - Nov 2016

  • Process Developer

    Nov 2010 - Jan 2013

  • Process Associate

    Jul 2010 - Oct 2010
• 

  Fidelity International

  Mar 2020 - Mar 2022

  Assistant Manager

  Operations Management • Maintained shrinkage of the team on the floor and oversaw the function of retaining staff, thereby ensuring there is no shortage of staff at any time by carrying out headcount reconciliations for the teams in the business• Spearheaded weekly and monthly team and client meetings to discuss the issues, identify solutions and accordingly implement them to ensure a smooth handling of operations• Trained and mentored team members by guiding them with the processes gaps and knowledge addressed, identified their queries and implemented solutions to ensure the team deftly achieves productivity, quality and roster adherence• Interfaced between managers and team members taking complete authority of smooth functioning of operations, prepared shift rosters that match 24/7 environment, planned and executed pulses and skips with senior management• Ensured the HR Matrix are Green and the accomplished analysed data is shared with stakeholders, including SLA reports, Attrition (EWS) and Error AnalysisPeople Management• Actively participated in the recruitment process of hiring new recruits for the team based on the backfill and projects• Supervised employee performance to ensure error-free and efficient management of operations in addition to meeting KRAsQuality Compliance• Analysed the entire process, suggested process improvement solutions ensuring increased productivity and better quality standards by constantly monitoring escalations and feedback• Maintained quality scores by assessing the audited cases received from Quality Department, handled escalations and close looping with clients and stakeholders• Reviewed team performance by constantly coordinating with Quality Manager and Operations, prepared process documents and maintained databases and reports• Assigned targets, maintained CTQ (Critical to Quality) and CTP (Critical to Process) targets and planned the entire process, in addition, ensured the cut-off are managed daily Show less

• 

  Genpact

  Mar 2022 - now

  • Senior Manager

    Sept 2023 - now

  • Operations Manager

    Mar 2022 - Sept 2023