Mushir Khan

Deputy Manager

Infinx Service Pvt Ltd

04.2024 - Current

Managing a team of 120 Associates and 5 Supervisors, developing their management capabilities while fostering a collaborative and results-driven environment.
Project management - Collaborating with client, data reconciliation, reporting, process mapping, tracking metrics, KPI inventory forecasting, and staffing.
Involved with multiple project ramps and orientation. Conducting high volumes of interviews for associate, senior associate, SME, and leadership positions, analyzing potential candidates' skills and competencies for alignment with key responsibilities and tasks of the position, business needs, and company culture.
Create daily production tracking reports to extract and capitalize on all available data to increase work efficiencies, while also monitoring KPIs and expanding business reporting capabilities.
Presenting a detailed breakdown of inventory status or project updates as needed, outlining the course of action being taken to address aging inventory, providing an overview of action plans, and communicating challenges.
Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
Coordinated with other departments to ensure smooth functioning of activities.
Collaborate with Human Resources for performance management initiatives and other employee issues requiring corporate and legal compliance.
Lead employee engagement activities and efforts, such as creating electronic program announcements and email correspondence, generating ideas and guidelines for contests, raffles, prize distributions, etc.
Ensure the team is utilizing the correct processes and procedures for resolution, while meeting quality assurance standards and minimizing escalation.
Recruited and trained new employees to meet job requirements.
Quickly and efficiently collaborate with the IT team and operations when an outage or system concerns are identified to start the triage process for root cause identification and analysis, while implementing workarounds to minimize negative impacts to service level and customers.
Managed daily customer service delivery and operations, handling all client escalations across the business landscape, to retain and renew our most valuable business partnerships.
Identified opportunities for process optimization through automation and technology implementations, which have increased efficacy.
Developed and implemented automation scripts to automate manual processes.