Ashish Chand

About Ashish Chand

Dynamic Operations Leader with a proven track record of managing large-scale teams of…

Experience

1. Operations Manager

   TP

   Oct 2022 — Present · Mohali, IN

   o Managing day-to-day operations and ensuring that all daily and other periodic activities are completed as plannedo Managing a span of 400+ FTEs including all support functions ~ Responsible for Employee Satisfaction and ensuring high levels of employee retentiono Engaging in Service Delivery by ensuring all metrics are met/exceeded by Client Expectations.(AHT, Service Delivery, FCR, Quality, C-SAT)o Focusing on building the capacity plan for the site to ensure that right headcount is available for service deliveryo Projecting and delivering committed revenue for the project at the site through delivering per capacity against targets agreedo Representing Business health, Business MIS, achievements and opportunity areas on Weekly & monthly reviews with internal and external stakeholderso Performing RCAs basis feedback for services offered by client to provide business level insights for improved customer experience and cost optimizationo Supervising/Liasioning with all support functions (IT, HR, Quality, FPA, MIS & training), to certify that all functions delivered within their defined KRAso Execution of Performance Evaluation System both for operations & support functions thereby safeguarding ownership at all levels & deliveryo Training/Grooming and Supporting Team Leaders (People Managers) to align and lead their respective teams to meet the larger goals of the project and organizationo Develop and implement crisis management plans to identify and mitigate potential risks to both TP and our client(s)o Involvement in operational projects and initiatives.o Regular Employee Engagement activities to provide conducive environment for employees.o Responsible for all people/process related issues including daily attendance, controlling attrition, driving performance (performance management), addressing work/compensation related concernso Actively taking part in Corporate social responsibility (CSR) activities organized by the company

Skills

• Team Management
• Service Delivery
• Mis
• Business Analysis
• Crm
• Vendor Management
• Outsourcing