Jai Saraswat's Resume

 

H 606, Sispal Vihar, Sector 49, Sohna Road, Gurgaon, India

Overview

A professional with experience of nearly 10 years in Operations Management, Process Management, Quality Management as well as Team Management in the Service Industry.

Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
 

Achievements

Best Performer in every appraisal.

 

Handled different teams for ensuring performance is driven.

 

Was awarded the position of Performance specialist for 3 teams.

 

Created a case review guideline for better backlog management.

 

Best practice sharing with all the managers and different L1 TAC projects.

 

Designed & set up the L-2 Promotion Process for the performing Technical Associates.

 

Best team (Overall Performance) for the month May ‘04 in the process.

 

Team ranking 1st position for the second quarter May-July (2004).

 

Team ranking 1st position for the third quarter August - October (2004).

 

Hired by client for transitioning their project.

 

Known and respected for driving passion for performance.

Career History

Oct 2009 - Present
Company name:Aricent Technologies
Comments:Aricent is a global innovation, technology and services company focused exclusively on communications. Aricent’s unique engagement model blends strategy, design, technology and engineering services, delivering exceptional value across each phase of the product and service lifecycle.
Aricent’s investors include Kohlberg Kravis Roberts & Co., Sequoia Capital, The Family Office, The Canadian Pension Plan Investment Board, and Delta Partners.
    
Job Title:Manager - Operations
Job Type:Full-Time
Closest Job Role:Other Cust Service & Call Centre Agent
Detailed Description:As Manager – Operations

• Reporting to Sr. Manager – Ops
 Currently handling 2 biggest domains in US/CAN
 Span of control – 150+ engineers
 Procurement, forecasting, hiring & coordinating with Aricent functions for TAC requirements
 Ensuring IT/Infrastructure readiness for additional ramp-up/Training
 Productivity and staffing planning.
 Holding skip-level meetings with reporting teams.
 Holding effective regular meetings with reporting AM’s and client
 Strategize and structure new and existing operational initiatives
 Monitoring productivity and providing consistent and timely feedback to reporting AM’s

Oct 2006 - Sep 2009
Company name:Aricent Technologies
    
Job Title:Assistant Manager - Operations
Job Type:Full-Time
Position Department:Manufacturing
Detailed Description:As Assistant Manager – Technical Support

 Worked with five technology teams spanning two TAC theaters.
 Involved in driving productivity metrics, resolving issues in meeting key performance indicators.
 Identifying training needs through skill-gap analysis for engineers and facilitating trainings.
 Holding SR review sessions for collective learning of the team
 Interfacing with client counterpart managers regarding daily volume, status of the technology, coordinating training, hot issues, etc
 Planning team staffing levels vis-à-vis forecasted SR volumes.
 Conducting interviews to hire new engineers for TAC teams.
 Ensuring adherence to team schedules, attendance and compliance of procedures.
 Conducting individual monthly one-on-one productivity reviews with engineers.
 Monitoring productivity and providing consistent and timely feedback.
 Data and trend analysis based on Bingo and T-Survey. Initiating action plan based on trend.
 Controlling Attrition level of the team.
 Creating Monthly “Early Warning System” to highlight probable attrition in the team and planning for attrition backfill.
 Presenting Weekly/Monthly performance reports to Backbone teams
 Addressing intra-team conflicts

Jan 2003 - Apr 2006
Company name:Flextronics Software Systems
Comments:Flextronics International Ltd. is an electronics manufacturing services provider that offers services to original equipment manufacturers (OEM). It also provides supporting supply chain services, including packaging and transportation throughout the world, as well as design and after-sales. Flextronics in 2009 was ranked, according to VentureOutSource.com, as the second global Electronics Manufacturing Services (EMS) by revenue.
    
Job Title:Assistant Manager - Operations
Job Type:Full-Time
Detailed Description:• Reporting to Director – Ops
• Handled a team of 25 people
• Handling escalated issues of our valued customers keeping in mind the policies & procedures of our clients
o Constant monitoring of the call in-flow from the client with the CMS (Call Monitoring System).
o Constant monitoring of the minute-to-minute schedule adherence with the Blue Pumpkin.
o Maintain daily reports of the team for client presentation. E.g. DASHBOARDS.
o Daily analysis of performance reports for all programs, and implementing the appropriate action steps where necessary.
o Driving Productivity Metrics, Resolving Problems in Meeting Key Performance Indicators,
o Identifying and Establishing Key Performance Indicators, Managing and Reporting Key Performance indicators,
• SPOC for Data Information and Security Approach (DIS). Responsible for maintaining a database of all the updates received and make sure all the Techs/TLs/QAs/Trainers are on the same page. Conduct test/quiz to audit the same.
• Lead a team responsible for Dissat Analysis.

Sep 2001 - Jan 2003
Company name:Wipro BPO
Comments:Wipro Business Process Outsourcing (BPO) is a leading provider of BPO services focusing on the complex, voice and non-voice based segment of customer-care services. The integrated solution approach provides enhanced value to the customers through process standardization, process simplification and process optimization. Customer services are provided from outsourcing companies in North America, Central and Eastern Europe, India, China and Latin America.
    
Job Title:Technical Support Associate
Job Type:Full-Time
Detailed Description:- Worked as Technical Support Associate with the firm for around a year and a half providing technical support through voice for one of the world’s leading computer manufacturers in the U.S.
- Job involved, besides being an active team player, demonstrating effective and consistent technical assistance to the U.S based customers, researching and recommending the best possible solutions to resolve their queries. Maintaining consistent levels of client laid CPMs.

Skills

Business Skills

  • Forecasting ( - experience)
  • Key Performance Indicators ( - experience)
  • Management ( - experience)
  • Operations ( - experience)
  • Procurement ( - experience)
  • Reporting ( - experience)

Product Skills

  • AM ( - experience)
  • Analysis ( - experience)
  • Approach ( - experience)
  • Association ( - experience)
  • Client ( - experience)
  • COM+ ( - experience)
  • Director ( - experience)
  • Forecasting ( - experience)
  • Functions ( - experience)
  • Manager ( - experience)
  • Operations ( - experience)
  • OPS ( - experience)
  • Passport ( - experience)
  • Procedures ( - experience)
  • Process ( - experience)
  • Procurement ( - experience)
  • Project ( - experience)
  • Projects ( - experience)
  • Reporting ( - experience)
  • Security ( - experience)
  • Support ( - experience)
  • Technical ( - experience)
  • TLS ( - experience)

Industry Company Experience

  • Data ( - experience)
  • Management ( - experience)
  • Mobile ( - experience)
  • Operations ( - experience)
  • Standards ( - experience)
  • Support ( - experience)

Interests

Love Music and cricket.

Personal Information

Job Seeking Status:Open to Opportunities
I am on a notice period (days):  0
Would you relocate for a job?Open to Offers
Date of Birth:14th January 1980
Gender:Male
Marital Status:Married

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