Mandeep Singh

About Mandeep Singh

Marvelous experience with Genpact.Worked as an Operation Excellent at the account level for 160 team members along with Core job of operation in retail banking. Worked as an Assistant Manager( March 2017- Sep 2021) in the Financial Process for a CanadianBankcustomer. It is Blended and B2B Process. Here my Job Responsibilities -* Worked as a Team Manager.* Accountable to achieve Monthly, Quarterly and Annual SLA in a timely manner (Service Level Agreement) as per Quality Assurance Parameters * Rigorously implementing all Operations and Quality norms * Providing Feedbacks and updates on a daily basis.* Handling Escalation received from Onshore Team * Managing and monitoring daily roster/ shift execution and Floor management *Responsible for the Performance Management and competency building activities of the Team & also Team management and control Attrition to ensure sufficient staffing for optimum productivity and minimum customer hold time * Preparing Dashboard reports and AES( Agent Evaluation Scorecard )* Ensuring generation of daily, weekly and Monthly MIS,pending work and capacity utilization reports * Conducting refresher Training course for Team members for continuous upgradation of Quality Coordinating with Client for defining and redefining requirementsOperation Excellence- Roles and Responsibilities * Accountable for the whole account of 160 people for Process Improvement * Represent and encourages a continuous improvement culture within the account * Working on Business intelligence and preparing VSM, FMEA and creating new solutions * Responsible for Lean/ Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and client / customer satisfaction * Responsible for daily communication and Formal project reviews with both the project sponsor and project tollgate review team * Recommend solutions and controls, and implementing approved recommendations * Ensure accurate quality measurements and tools are implemented Operation within campaigns

Experience

1. Agile Ambassador

   Orange Business

   Aug 2023 — Present

   Delivering Training to Company Employees for the Basic of Agile Concept

Education

• Delhi University

  bachelor in commerce, Computer Science

  2003 — 2006

• Punjab Technical University

  diploma in comp, Computer Engineering

  2001 — 2004

• Sikkim Manipal Institute of Technology - SMU

  information technology, Computer Science

  2007 — 2009