Sagar Ambekar

Experience

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  Command Center

  Jul 2006 - Jan 2007

  Trainee Executive

  Core Competencies Operations Management SLA’s / KPI’s MIS Compliance / Quality Process Improvement Team Management Playing a key role in managing day to day operations of the unit, ensuring daily service levels, operational targets and quality targets are achieved.Developing & executing effective business plans, by identifying trends and creating environment to achieve business goals and objectives; framing work direction and plan for the associates after assessment of their capabilities.Preparing various weekly/monthly MIS reports pertaining to process/productivity.Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives.Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.Managing team functions viz. planning, recruitment & selection, induction, performance appraisal and training.Leading, mentoring & monitoring the performance of teams to ensure efficiency in process operations and meeting of individual & group targets; Escalation Desk & Back Up QA; Dec’10 onwards Asst. Unit Manager Show less

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  Mphasis

  Mar 2007 - Apr 2010

  Spearheaded a team of 15 agents and monitored team’s quality & performance.Instrumental in mentoring new advisors by and was responsible for their performance & successive confirmation; manned the team in absence of Team Lead and Team Coach.As Escalation Desk & Back Up QAAddressed all types of escalations related to product, setting up new procedures and arranging trainings to reduce escalations to client.As Command CenterManaged the process activities related to the queue, work distribution and attendance.Monitored the productivity & was responsible for Productivity SLA Show less

  • Sr. Quality Analyst

    Mar 2008 - Apr 2010

  • Quality Analyst

    Mar 2007 - Mar 2008
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  Mphasis

  May 2012 - Nov 2020

  Leading group of Team Managers with the overall span of 200+ specialists, associated with one of US Leading Brokerage firm, outsourced to India located at Pune and Bangalore. Maintain operational proficiencies of account by managing the delivery and operational requirements of the customer as outlined in the contract. Ensure customer contractual SLA's are achieved while providing the Managers and staff with operational support and maintain the business profitability. To manage end-to-end transitioning of processes, sizing and capacity planning, monthly invoicing, reward calculations and overall relationship to enhance customer experience while simultaneously reduce the cost to serveManaged the attrition rate at a low % by launching many employee initiatives Identification of pre process training & administrative functions. Knowledge transfer & on the job training. Exposure to multiple tools like process mapping, resource identification, designing SLA’s matrix Show less A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twenty five or more. Having a proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently. Lead and successfully completed GB project on productivity improvement which helps in saving $1,06,254 annually. Show less

  • Asst. Operations Manager - Banking and Capital Market

    Aug 2006 - Nov 2020

  • Operations Unit Manager

    May 2012 - Apr 2015
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  Principal Global Services

  Dec 2020 - now

  Manager

  Manage account level Key Performance Indicators (KPI) including Revenue, Margin, Revenue Productivity and CSAT levels Managing teams from recordkeeping and corrections vertical Resource planning and managementPlaying a key role in managing day to day operations of the unit, ensuring daily service levels, operational targets and quality targets are achieved.Developing & executing effective business plans, by identifying trends and creating environment to achieve business goals and objectivesPreparing various weekly/monthly MIS reports pertaining to process/productivity.Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.Managing team functions viz. planning, recruitment & selection, induction, performance appraisal and training.Leading, mentoring & monitoring the performance of teams to ensure efficiency in process operations and meeting of individual & group targets. Show less