Danish_Linkdin

Danish Akhtar

Assistant Manager

PROFESSIONAL SYNOPSIS

Above Eight Years of extensive experience into Call centre environment with three big brands Like Santander Bank UK, Barclays Bank UK, Morgan Stanley US.

Excellent experience in Call Centre customer services & Client services.

Traits include people management, client relationship engagement and strong expertise in managing Service deliverable.

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

Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues.

Possess excellent interpersonal, communication and organizational skills with proven abilities in Quality, Operations, training & development, customer relationship management and planning.

CURRENT ORGANISATION : Genpact Headstrong Capital Markets1. Genpact Headstrong Capital Markets is a global provider of business process and technology management services, offering a portfolio of enterprise and industry-specific services. Genpact serves clients in various industries including BPO, banking and financial services, insurance, capital markets, healthcare, life sciences, consumer goods, and retail, aerospace, automotive, energy, transportation & logistics, and hospitality.

Lead Consultant, Since Oct’ 2011.Genpact Headstrong Capital Markets, Noida, India

Domain Highlight –

Morgan Stanley Global Investment Banking research Analyst & vendor contact centre, Direct Client interaction, Taking care of all vendors query (eg. Bloomberg, Thompson reuters), Answering inbound calls from Vendors & Research Analysts across the globe, Handling a team of Associates & Sr. Associates

Process Improvement –

Initiated various lean projects for process improvement, impacting Accuracy, TAT, efficiency of the process and reducing waste.

Operations- Team Outline:

Handling more than 150 different tasks at the same time for Morgan Stanley’s investment banking Research publishing team..

Business Region – North America, United Kingdom, Japan & Asia Pacific. Core team activity – Global research publishing team, Answering inbound calls from

different research analyst across the globe for Morgan Stanley. Team strength – Handling a team of 10 Associates & Sr Associates.

Core activities:As a Team Leader:

Mobile#+91 9899649432 [email protected]

Danish Akhtar

Leading, managing, developing, giving training and refresher session to team members.

Ensure all key activities are adhered to increase the accuracy percentage and reduce the error percentage to the best.

Sending the daily status update of research publishing to the client. Dealing with the external Vendors like (Thompson Reuters & Bloomberg etc) and

supplying them the daily EPS (earning per share ) values of different company across the globe.

Preparation of weekly dashboard report which includes SLA’s. These reports are then need to be presented to Morgan Stanley and Headstrong management.

Initiates weekly call to discuss the business progress and challenges with process owners.

Diligent tracking and monitoring of the team activities, majorly related to Post publishing of research report and other fixed tasks.

Ensure quality metrics are measured, monitored & improved towards total customer delight.

Conducting audits for team and providing constructive feedbacks. Interacting with Clients, Process Owners in relation to the Growth & improvement areas. Preparing, updating and controlling all the process sop’s and get it sign off from

business unit on a quarterly basis. Attending to clients’ concerns & complaints and undertaking steps for effectively

resolving them. Keep the spirit and morale of the people always high and foster teamwork to ensure

“sense of purpose” and “sense of urgency”

Team Management Responsibilities

Inspired each and every team member to perform and give their best Analysing and delegating the responsibilities and tasks to each and every team

member as per their area of expertise. Appreciating team members in front of whole process for all big and small

achievements, and giving feedback if required individually in a one on one meeting with the employees

I believe proper planning is the key to achieve all targets, and I always ensure that all decisions related to the team target should be unanimously agreed by each and every team member.

Participating and rendering solutions to the top management regarding process related issues.

Conducting the process knowledge test on a monthly basis and giving refresher session to the required team members.

One on one session with every team members on a monthly basis to discuss their achievement, career plans and feedback.

I believe and pursue timely and accurate advice, guidance, support and training to all my team members.

PRIOR EXPERIENCE

2. BARCLAYS SHARED SERVICES : NOIDA From Jan 2010 to Sep 2011.


Danish Akhtar Worked for Barclays Banks Credit Card (UK) Customers Resolution Team ( Level 1

complaints team ). Taking Live Complaints calls on the floor and helping the customers in resolving their

query. Doing quality and compliance checks on a call and passing the Feedback to the

advisors and to their respective Team Leaders. Sending Daily complaints Data to the Higher Management. Giving feedback to advisors on their compliance failure and helping them in

understanding the compliance guidelines. Dealing with Onshore complaints team regarding complaints. Initiating team huddles on a daily basis and sharing the daily updates.

3. PROCESS DEVELOPER - GENPACT INDIA : GURGAON FROM JAN 2007 TO JAN 2010

Initially Joined as a process Associate in January 2007. Got Promoted to a Process Developer in January 2008 Because of outstanding

performance. Use to take Inbound Customer Service calls from Santander Banks Credit CardS (UK)

Customer. Making sure that all compliance guidelines are met on each and every call. Was a part of the only 5 advisors on the Process in Gurgaon to take EDGE cards customer service calls. Was a part of Customer Complaints team . Have played a Shadow team Leaders role on behalf of my Team Leader. Responsible for sending daily AHT (call handling time) Reports to the team and helping

them in reducing their AHT by using good practices. Was responsible for maintaining leaves in the team . Have been a part of the training team in helping them in trainings to the new Hires. Was a part of the Mock callers team and responsible for giving mock calls to Freshers

to make them comfortable to take calls. Have been a part of Team Projects ( Reducing AHT,Customer complaints Process). Have been a Transport Spoc for the team (rostering team & arranging transport for

them). Have been amongst the only 2 agents of the Gurgaon Site to Take Supervisor calls. Have been a floor walker for new hires and monitored their calls and given feedback. Have been a Part of Business Continuity Management Team of Santander Credit Card

UK. Have visited different sites of Genpact for the BCM Test. Have taken inbound customer services calls from different sites of Genpact on the BCM

test. Have done Id testing and system updation on different sites of Genpact for the Process

as Part of BCM. Have been the sub incharge of the BCM testing for the process and use to lead a Team

of 10-15 people.

ACHIVEMENTS AND RECOGNITIONS

Awarded with Cause of Applause for the month of Oct’2012 10 on 10 score in net promoter score from clients for last year. Won many individual contribution awards. Have got the Award of Best Advisor of IHD in Barclaycard many times.


Danish Akhtar Have been awarded with Star perfomer in the process. Have been awarded by CEO OF BACLAYS SHARED SERVICES for giving a Brilliant IDEA in

the Process and Getting that implemented . Awarded with 35000 cheers points for exceptional performance in Genpact. Awarded many times for quality & customer satisfaction. Client award for the best support person for consecutive 2 years. Awarded for the best ECVOC scorer.

Interpersonal Traits and Attitude

Organisational and management skills

Team Player with strong record of result-oriented leadership.

Extensive experience in managing teams.

Flexible and adaptable to evolving environment

Ability to manage concurrent deadlines and multiple priorities

Able to work with and maintain relations with staff and clients on all levels. Strong at conflict management and communication. Leadership skills by setting examples

QUALIFICATIONS

Academic Qualification:

S.NO COURSE INSTITUTION/UNIVERSITY YEAR OF PASSING

1 MBA(Operations) Symbiosis, Distant learning, Pune Pursuing 1st semester

2 BA Ranchi University, Jharkhand 2009

3 I.SC Ranchi University, Jharkhand 2005

Place: New DelhiDate: Md Danish Akhtar


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