Hrushi Kailash Yepuri

Roles and Duties:

• Identifying Value additions and Process Improvement Initiatives.
• Process Performance reporting as per the client requirements.
• Process Metrics review with the senior management and the team.
• Maintaining Project AHT and meeting KPI’s and KRA’s.
• Preparing data for WBR, MBR and QBR.
• Co-ordinate on Process Quality requirements
• Attend to Process Escalation and provide effective solutions.
• Attend Client calls, Status Meeting and Client Feedback.
• Coordinating with the client on process related issues and updates.
• Identifying, recommending and implementing ways to increase the productivity and the quality of the team.
• Identify and participate in training / developmental programs.

Process Management

• Mapping client’s requirements in line with the guidelines specified by the line of business.
• Coordinating with Manager Operations to provide them with the feedback related to the training, employee satisfaction, attrition forecasting or any other form of contingencies that might impact the business.
• Minimizing Operational Risk by ensuring adherence to the process requirement.

Quality Management/ Audits

• Identification of non-conformances and creating corrective and preventive action plans for ensuring productivity and quality targets.
• Undertaking statistical analysis on various metrics driven and Root Cause Analysis of outliers.

Process Excellence:

• Controlled client escalation by adopting regular follow up methodology to increase end user satisfaction.
• Finding scope of Automation where manual intervention can lead to error.