Jai Balaji
Pan india Center head of Collections and Onboarding, Project Head Of Operations(C&T,Plant), Centre Head Of Call Center, Logistics head, Administration manager
Chennai
Summary
Leverage Exposure of 22+ years' experience as PROJECT HEAD(Operations, P&L, Quality and training Head, Logistics and administration Manager) CENTRE HEAD (Kolkata, Bhopal, Indore, Hyderabad, Chennai), Logistics and Call Center Operations, Quality Manager, Client Relationship Manager, Customer service manager, Administration Manager with close to 9 linguistic languages English,Hindi,Tamil,Telugu, Malayalam,Arabic etc..
Overview
21
21
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Center Head
Mpokket Financial Services
01.2024 - Current
- Heading the Overall Pan India Operations on Collection of Overdue Amount, Indore, Bhopal, Kolkata, Hyderabad, South locations, etc.
- Taking care of onboarding and ensuring the bucketwise and campaignwise collections are regularly met.
- Historic comparison on collection trend, based on apple-to-apple comparison and first 10 days comparison.
- Ensuring the overall center performance from HR, recruitment on time, Training throughput, OJT certification, On-floor budding, collection performance drive, SLA commitment is at par at its best.
- Daily Review with Pan India center heads on collection performance. Compliance part deviation monitoring to be discussed.
- Reviewing the Correlation on Collection and Quality, verifying the root cause and band-wise efficacy to be reviewed.
- DPD across all centers has to be under control, and maximum collection to be uplifted in due date.
- Evaluated staff performance regularly to identify areas of improvement and provide constructive feedback for professional growth.
- Conducted regular staff meetings to obtain feedback on important issues.
- Enhanced Center performance by implementing innovative operational strategies and streamlining processes.
- Achieved forecasting accuracy to allow for better planning and reporting.
- Managed budget allocation and financial reporting, ensuring optimal resource utilization for maximum efficiency.
- Increased customer satisfaction through exceptional service delivery and timely resolution of issues.
- Rewarded, coached, counseled, and disciplined employees.
- Cultivated a positive learning environment by fostering collaboration among staff members and promoting professional development opportunities.
Senior Manager (Operations. Quality, P&L)
Apollo Hospitals
09.2022 - Current
- Ensuring the Site head operations is running effectively and achieving the KPI's are achieved.
- Taking care of Corporate Health clients and providing the best services with in time line.
- Ensuring the Appointment fixing, Providing best services with specialized doctors and hassle free process for the customers.
- Having a daily interaction on the Executive report with the Management and ensuring the Margin is met.
- Heading different clients in chennai and hyderabad, Assured Price, NCH,HNG,NCC(Pan India)
- Having a good liasoning with the clients and achieving the Rewards and controlling the penalty.
- Daily interaction with Managers on the Process performance and Shrinkage to control the downtrend.
- Identifying the BQ performers and ensuring the Quality team is performing their part by giving Refresher training, TNI and cross verifying their efficacy.
- Reviewing the Process week on week basis towards their Overall summary and appreciating the best performers.
- Running WOW call contest and regular Operational Contest towards KPI for boosting the agents.
- Ensuring the KPI's are met 100% based on the real time intervention.
- Identifying the daily trend on the ER report with the Team for improvising the Margin with a minimal of 40%.
- Overall Control on the Quality Scores, Shrinkage below 6%, Attrition below 8% across Chennai and Mumbai.
- Having week wise review on the Estimation Vs achievement, based on the actuals given during the start of the month.
- Working with the WFM team on the batch planner and with the training team to have a smooth approach on the thru put.
- Identifying the margin impact reason and sharing the glide path to achieve the same.
- Working with Service delivery team and CS team to Ensure betterment in operations, changes in KPI and Ramp up.
- Ensuring the Overall Call center KPI's are met and monthly R&R done for the team
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Project Head & Zonal Head, Operations &Call Center
Ramky enviro industries
02.2021 - 08.2022
- For Dehradun and Chennai, Heading the Overall Operations, Call Center, Repair and Maintenance, Supply Chain Management, Financial P&L, Liaoning with Municipal Commissioner, Administration and calculating EBIDTA
- Developing objectives for the call center's day-to-day activities
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)
- Plan, assign, review and evaluate work of Solid Waste Program staff; interview and recommends staff for hire; and train staff in solid waste collection, diversion, and recycling programs;
- Assume responsibility of budgeting and tracking expenses
- Monitor and improve ordering, telephone handling and other procedures Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management develop and evaluate performance measures; authorize payments for contracted services; and participate in resolution of disputed contractual matters;
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Liaise with the GCC Chief Operating Officer and Chief Administrative Officers of the Corporation partners and department Supervisors to assist in implementation of GCC Solid Waste by-law and policies
- Heading the operations of Overall Ambattur, Operations and Call Center, Administration with a team size of 950
- Ensuring the Metrics are followed towards FCR is answered with in the first ring with in 75%, AHT to be below 120 seconds, Service level to be 80% of calls in 20 seconds
- Having a regular follow up on the shrinkage towards CSR and not exceeding 30 %, in addition verifying the occupancy ratio of every tele caller to be 8 hrs.
- Interviewing and recruiting team members across functions, conducting performance appraisals, taking disciplinary action, PIP, and refreshment trainings.
- Operational targets of Collection & Transportation (Top line & bottom line of the project)
- Daily Dashboard email reports being shared among the Operation Manager,Team leads to determine their track productivity and the Call stats, keeping a close follow up on agent's productivity
- Regular interaction with QC team on the Call and Email Quality, with a 98% of accuracy and 100% efficiency
- Responsible to set up the bench markings, implementation of SOP's and extracting the desired work
- To monitor all the activities related to C&T activity under the project
- Operational planning, route planning and continuous review to bring excellence Fleet management & Optimization utilization of asset
- Keeping Repair and Maintenance costs under control.
Center Head
GVK EMRI Services
03.2019 - 01.2021
- Heading the Operations, Logistics and Call center for 108 and part of 104, overall Tamilnadu
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
- Ensure that quality, quantity, customer satisfaction, and financial commitments are met
- Perform metrics reporting and data analysis tasks to identify issues and opportunities for process improvements
- Ensuring the SLA does not breach and consistently maintained
- Having Monthly BRM with DM's across Tamilnadu, identifying the loop holes and areas of improvement
- Having a cross functional experience, including SCM, Vendor Management, Fleet for closure of Government official Escalations with in TAT and coordination as well
- Ensuring the SLA, KPI and Quality towards Call Center, Operations are maintained and regular health check done
- Need to Go through the Designed Rosters are designed based on call stats and Overall man power
- Identifying areas of improvement to increase the call flow for 104 and sharing the Weekly, monthly and bimonthly report to TNHSP Government officials
- Having day on day review with Government officials on the Emergency types
- Week on week audit for the Ambulances and Identifying the Non Compliance in operations
- Identifying the daily shrinkage and reviewing it with Assistant managers and leads
- Ensuring sufficient health check is done on the ambulance and GPS installation
- Ensuring the availability of service providers (MO, CO, SIO, HAO, RO) for General public and Government officials, in addition resolving their queries in a timely manner
- Participating in the Government tender and regulating the participants based on procurement policies
- Support continuous improvement of the operational process and the development of Best Practice
- Post Emergency services given, ensuring a proper 48 hrs follow up is done, for identifying the betterment in 108 Service and the number of Lives saved, to be shared to TNHSP Officials
- Having a daily review with TNHSP Officials and sharing the Corona Cases on a daily basis
- Monitoring the Call Center operations and ensuring the Field Operations are providing proper support
- Effective Management on Forecasting, Staffing, Scheduling and optimizing the productivity of Employees, based on their Skill set.
Sr Manager
PHIFER Private Ltd
09.2016 - 01.2019
- Created and implemented classroom curriculum and on-the-job coaching for employees needing additional training, improving customer service
- Administratively handling the Attendance, Recruitment, Cab Facility for the Shift ERO's,
- Monitoring and ensuring the % of call response efficiency to be above 90%
- Coordinating with TNHSP Government officials and ensuring Emergency and IFT case details are shared Month on Month basis
- Handling a team of 450+ Mandates with one Assistant Manager, 8 Leads, 1 PDO, remaining 190 ERO Mandates and verifying their daily operations
- Identifying the low performers based on score board, providing them a refresher training based on process and Probing questions, in addition improvising their Geo knowledge to Core
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the- art practices; participating in professional societies
- Manage orders and arrange stocking of materials and equipment to ensure they meet needs
- Plan and track shipment of final products according to customer requirements Communicate with suppliers, retailers and customers to achieve profitable deals and mutual satisfaction
- Maintain logs and records of warehouse stock and executed orders
- Recruit and coordinate logistics staff (e.g
- Truck driver's) according to availabilities and requirements
- Prepare accurate invoices providing exclusive IT solutions to MSC group in India and USA
- Need to Ensure the end to end process, is taken care, from recruitment, training, OJT, process performance, SLA, User satisfaction
- Reduced on boarding time by 30% by systematizing training approach across all call centers
- Improved company-wide Quality Assurance scores from 75% to 81% within a span of six months by regularly conducting coaching, calibration, and training sessions
- Handling a team of 150 resources, with a Manager, 2 Assistant managers, 7 Team leads on their daily operations
- Making sure to have a good relationship with Our Counterpart in Geneva and Warren
- Identifying the Low performers based on the KPI and Dashboard, providing them the refresher training, as Peer to peer, knowledge transfer, User manual, Video related module training etc
- Vendor, Administration and Call Center Management, Phifer Incorporated is the Global Market leader in Designed Fabrics, Aluminum Coil and Mosquito Mesh manufacturers for the past 62 years old, located in Tuscaloosa, Alabama
- Plans, staffs, organize, direct and control all aspects of data collection and data Digitization
- Liaise and negotiate with suppliers, manufacturers, retailers and consumers Keep track of quality, quantity, stock levels, delivery times, transport costs and efficiency
- Meet cost, productivity, accuracy and timeliness targets
- Maintain metrics and analyze data to assess performance and implement improvements
- Overall control on the after sales query and Customer satisfaction survey, further a periodical health check done
- Developing business strategy for the company by understanding the market trends and competitive positioning
- Identifying the Potential dealers across, based on their skill set and the survey taken
- Converting such potential dealers to Franchisee by a complete detailed presentation on our product and ensuring to assist them in generating revenue
- Ensuring to have a good relationship with the Dealers and Franchisee, reviewing their sales on a bi weekly basis
- Reviewing the field operations on a weekly basis and identifying the Corporate revenue generated
- Monthly roaster to be designed and monitored based on the Resources, required for the project, both for day and night shift
- Daily Dashboard email reports being shared among the Team leads to determine their track productivity and the Call stats, keeping a close follow up on agent's productivity
- Regular interaction with QC team on the Call and Email Quality, with a 98% of accuracy and 100% efficiency
- Monthly roaster to be designed and monitored based on the Resources, required for the project, both for day and night shift (with a standard portfolio of 60% seniors and 40% juniors)
- Raise an investigation report based on the Clients feedback on the Delayed interest and non closure of Escalation within the speculated Time frame.
Assistant Manager, Client Relationship Manager
CAMS Private Ltd
02.2013 - 06.2016
- Operations, Client Relationship,Team Management, Registered office for Financial Sector, it has 27 Investor service centers, 150 transaction points and 11 collection centers in all over India.
- Maintaining and publishing the Head Count, Resource utilization, Resource requirement, Bench, Attrition & the Infrastructure Report for 150 + resources.
- Interviewing and recruiting the team members cross functions, conducting performance appraisals, taking disciplinary action, PIP and refreshment trainings.
- Daily review meets with the Assistant Managers and Team Leads (3 Assistant Managers, 6 Team Leaders and 6 Quality staff's) on the days Schedule and on the pending escalations.
- Ability to use Positive language and Time Management skills with Client and Customers based on the SLA and KPI metrics signed with Client.
- Have identified new projects (CAMS App for corporate clients and Customers, Online chat portal, Pivotal Query, a platform for Escalation mails and Addendum) with delivery metrics related to profitability, feasibility and Closure of Query in TAT.
- PIP and refresher training given to the Resources based on their depletion in their Quality bench mark of 85% by analyzing the Dash board.
- Monthly roaster to be designed and monitored based on the Resources, required for the project, both for day and night shift (with a standard portfolio of 60% seniors and 40% juniors).
- Daily Dashboard email reports being shared among the Team leads to determine their track productivity and the Call stats, keeping a close follow up on agent's productivity.
- Bi monthly reports to be shared with the Client, based on their project need, projecting our Quality, Efficiency, total number of Calls taken in Time frame, number of unresolved escalations, delayed interest, if any and Customer satisfaction.
Assistant Manager of Operations
Serco private ltd
07.2004 - 01.2013
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Prepared annual budgets with controls to prevent overages.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Handled four processes of 125 mandates with 4 Team Leads and 7 Quality supervisors, IDBI Health Insurance, Sulekha, RSA D 2 C, Tafe Tractor.
- Check for timely delivery of different milestones of all work streams thru internal status reports and also thru weekly integrated team meetings.
- Engage with Project / Delivery Manager Activities / Operations activities and other departments.
- Ensuring the monthly target for every process is met.
- Monitoring and barging the Calls in dashboard, for improvising the quality and ensuring to train the agents to resolve the customer disputes.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Reviewed sales and gross profit report to assess company efficiency.
- Mentored team members to enhance professional development and accountability in workplace.
- Launched quality assurance practices for each phase of development
- Have initiated a Automated outbound IVR to generate feedback from Investors, further to add on, proactive SMS and Email updates are being shared with Customers on new announcement and Addendum.
- Daily shrinkage to be monitored and Escalation mails to be immediately resolved. Total no of data received, no of conversion made, Overall team performance were clearly monitored.
Sr Customer Service Executive
ICI Dulux paints
05.2003 - 06.2004
- Prepared [Product or Service] reports by collecting and analyzing customer needs.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Weekly review meets with Agents (15 agents), checking the stability of Sales and performance review on their specified portfolios.
- Ensuring to have a close follow up with the Dealer portfolios and provide additional service for the closure of projects.
- Weekly meets with Top Architects and Builders.
- Perform customer satisfaction data analysis post the sales, identify issues and make actionable recommendations in discussion with Retail Network.
Education
Bachelor of Computer Applications - Computer Science
DG Vaishnav College
JGVV School 03.2001 - 03.2003
Skills
Operations
Adaptive Leadership
Time Management
Call Center Operations
People Management
Crisis Management
Managing projects
Supply chain distribution
Work flow planning
Cost reduction strategies
Budgeting and forecasting
Staff Development
Certification
Six Sigma White belt certified
Timeline
Center Head
Mpokket Financial Services
01.2024 - Current
Senior Manager (Operations. Quality, P&L)
Apollo Hospitals
09.2022 - Current
Project Head & Zonal Head, Operations &Call Center
Ramky enviro industries
02.2021 - 08.2022
Six Sigma White belt certified
01-2021
Center Head
GVK EMRI Services
03.2019 - 01.2021
Sr Manager
PHIFER Private Ltd
09.2016 - 01.2019
NISM 2B certified
01-2014
Assistant Manager, Client Relationship Manager
CAMS Private Ltd
02.2013 - 06.2016
Assistant Manager of Operations
Serco private ltd
07.2004 - 01.2013
Sr Customer Service Executive
ICI Dulux paints
05.2003 - 06.2004
Bachelor of Computer Applications - Computer Science
DG Vaishnav College
03.2001 - 03.2003
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