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[QUOTE=Guest;119569]MANPREET SAGGU
[b]E-Mail [/b]: manpreet.Saggu27 AT gmail.com 
In quest of career enrichment opportunities in Analysis / Quality/ Process Management with an organization of high repute.
CAREER ABRIDGEMENT
- A competent professional with nearly 9 years of rich experience in Project, Analysis, Operations, Quality Assurance and Customer Relationship Management.
- Currently associated with ANZ Support Services India as Quality Assurance Officer.
- Lean Six Sigma Green Belt trained (working on project).
- Provide a value add Quality Assurance and Compliance Function to the business.
- Conduct root cause analysis and trend analysis for failures.
- Conduct key control testing, evidentiary testing and compliance testing for Operations.
- Timely and accurate reporting.
- Identify systemic issues and trends and recommend Process Improvements.
- Conceptualize and Implement continuous improvement plans thereby improving business metrics in operations.
- Ensure Quality standards are relevant and tests the right thing.
- Educate Business Functions in first line of defense accountabilities.
- Provide specialist quality management support to Business functions.
- Mentoring and guiding the staff to improve Quality Scores.
- Dedicated to exceptional customer service with the ability to cultivate positive rapport and nurture relationships by offering services beyond expectations.
- An effective communicator with good presentation skills & exceptional abilities in leading teams in absence of Manager.
- Acting as an escalation gate to resolve critical issues.
KEY FUNCTIONAL STRENGTHS
Quality Management
[b]- To conduct periodic reviews and target testing for eg [/b]: Compliance and Information security to detect key control failures.
- Conduct root cause analysis and trend analysis for failures using various statistical tools like Minitab.
- Design corrective and preventive action plans with process improvement recommendations.
- Track the implementation of the plans.
- Ensure Quality standards are set as per compliance regulations and customer’s requirement during QA framework reviews.
- Provide guidance to Quality Control Program.
- Appropriate identification and escalation of Compliance Breaches and Business Risks.
- Acceptance of results and reduction in defect rate.
Operations Management
- Effective management of processes with respect to agreed SLA and Quality standards.
- Creating a flexible workforce through cross skilling and mobilizing resources as per the requirement across various sub process.
- Making Quarterly, Monthly and Weekly plans to achieve departmental objectives.
- Understanding the variances between plans and actual and take actions to control it.
- Meet the Productivity and utilization targets.
- Resolving and analyzing escalated cases, which are raised to the senior management team.
- Assessing customer feedback, evaluating the improvement areas & providing critical inputs. .
- Liaising with various departments within organization to gain support /resolve issues.
- Generating weekly & daily reports and on various process parameters
Process Management
- Mapping client’s requirements and coordinating in developing and implementing processes in line with the guidelines specified by the client.
- Managing processes and monitoring the overall functioning of processes; identifying improvement areas and implementing measures to maximise customer satisfaction level.
- Creating & implementing workflows to facilitate structured support in all areas and issues.
- Achieving goals for productivity and effectiveness as defined in operational plans.
- Making four level documentation for process.
- Extensive knowledge of Microsoft Visio.
Customer Relationship Management
- Increase awareness of the customer through visibility of customer metrics / feedback and targeted programs.
- Deliver an outstanding service experience for all internal stakeholders and external customers.
- Attending to clients’ concerns & complaints and undertaking steps for effectively resolving them. 
- Maintaining cordial relations with customers.
Team Management
- Manage turnover, absenteeism and engagement within Team
- Provide opportunities to diversify employee knowledge and broaden skill set
- Drive employee engagement survey results 100% RAF Compliance
- Effectively lead and manage team and individual performance
- Conducting internal QC checks for team and providing constructive feedbacks.
CAREER CONTOUR
Since Apr’06 with ANZ Support Services India; presently Quality Assurance Officer
Growth Path
Dec’08 – Till date Quality Assurance Officer
Jul’08 – Dec’08 SME and Quality Control- Collections
Oct’07 – Jul’08 Analyst – Collections
Jul’07-- Oct’07 Analyst - Consumer Cards
Apr’07 – Jul’07 Analyst - Commercial Cards
May’06 – Apr’07 Analyst - Consumer Finance (Consumer Cards Maintenance Team)
Apr’06 – May’06 Analyst - MCR Team 
Significant Contributions as Quality Assurance Officer
- Participating in different business operations and assist in accomplishing lucrative production with high quality, maximum efficiency and customer service.
- Documented Quality Control Framework for Servicing, Fulfillment and Collections unit.
- Clarifying client requirements, business needs and project objectives, via feedback sessions and client meetings, in collaboration with all stakeholders.
- Collaborated with onshore teams, steering committee and offshore delivery teams; to facilitate successful project implementation.
- Helped documenting the high level process maps to match the standard 4 level document requirement.
- Documenting project artefacts, including Business Case, Design Document, Statement of Work, Risk Agreement, Business Impact Assessment, Application Assessment Report, Financial Model and Project Risks/Issues.
- Mapped out timelines, milestones, communications processes, question and answer session.
- Supported the corporate planning process by undertaking environmental scans, competitive and comparative analyses, benchmarking studies, and performing analysis relating to business strategies.
- Responsible for producing high-quality in-house research reports to support decision making activities.
- Responsible in assisting and supporting the project/portfolio manager in all project related activities.
- Coordinated with project managers to get the relevant information on the projects and provided support to the Business project Managers in project related activities.
- Providing support to the portfolio manager in driving project efficiency and consistency in the way projects are managed.
- Provide specialist quality management support to Business Functions.
- Educate Business Functions in first line of defence accountabilities.
- Sound knowledge of MS Visio.
Significant Contributions as SME and Quality Control
- Managing the end to end transition and project management activities.
- Managed workflow and associated reporting, quality assurance checks, providing feedback to the staff in relation to Quality.
- Consistent review of team learning needs and developing Learning material/courses/training to improve skills base and knowledge in team.
- Sound knowledge of ANZ systems Vision Plus, Nexus, Hogan, CTA, CTM, CDA, SBMA, AS400, IKNOW, Macros.
- Successfully trained the collections team thereby enhancing the quality percentage from 85% to 98%.
- Managing relationships across borders and collaborate learning objectives with the Melbourne Team.
- Led the team for 4 months in the absence of the Manager.
- Streamlined the entire collections process after transition; identified a new high risk & quality control process (Deceased Estates).
- Reviewing the PIF/SFL reports send by Agent Management.
- Appropriate identification and escalation of Compliance Breaches and Business Risks.
- Complete testing of QA/CM volumes as set out in the QA/CM Framework.
- Ensure ongoing relevance of testing through monitoring of policy and process changes with operations.
- Provide value add QA/CM function to the business.
- Implemented Kaizen to improve and eradicate irrelevant processes.
Significant Contributions as Analyst 
- MCR was the first short term project transitioned to India from ANZ. This involved through investigations of customer profiles and merging of different profiles for the same customer under one profile.
- Later moved to Consumer Finance for credit cards maintenance ( consumer cards and commercial cards).
- Handled all customer queries and customer escalations/complains.
- Capable of handling all the reporting for the team, like productivity reports, utilization reports, Weekly reviews, Monthly report.
- Preparing documents for review by internal auditors.
- Charging of fees on all consumer credit cards.
- Reviewing of the interest rates on weekly basis.
- Analyzing the blocked credit card accounts and charging back the unauthorized transactions/disputed transactions.
Apr’05 –Apr’06 with First Advantage (Zapapp Private India Limited), Bangalore as Process Executive
Significant Contributions
- Successfully processed orders for USSEARCH.com
- Conducted background check, criminal check and property analysis on the information given by the customer.
- Resolved customer queries and handled the billing process.
Apr’04 – Aug’04 with Deloitte Consulting, Hyderabad as Process Associate (U.S Health Care)
 Significant Contributions
- Successfully executed the Labcorp of America Holdings Project.
- Handled billing and coding; dealt with all US national players like Aetna, United Health Care and Cigna
- Organised and conducted training for neutral accent.
Aug’02 – Apr’04 with Infosys Technologies Limited, Bhubaneswar as Customer Care Executive
Significant Contributions 
- Played an instrumental role in setting up the call center internal to organization.
- Clarifying client requirements, business needs via client meetings, in collaboration with all stakeholders
- Received appreciation for exemplary performance from clients like Goldman Sachs and Apple Inc.
- Served as a Mentor for all new team members.
- Played an instrumental role in negotiations with customers visiting Bhubaneswar Development Center.
- Maintained confidentially about callers in Directors Team heads Conference.
- Conducting post implementation reviews.
- Documented important things from the training and published them on Intranet which proved beneficial for customer care executive across Infosys Indian operation.
[b]Commenced Career [/b]: Mar’02 – Aug’02 with August Trionline, Bhubaneswar as Customer Care Executive
[b]Notable Accomplishments across the tenure [/b]:
- Attained RPO rating of 1 for the year 2008 – 2009.
- Won ANZ Trendsetter Award for successful transitions of Late Stage Collections in the year 2008.
- Won ABCD Award for exemplary performance in the year 2007.
- Won best performer award in the year 2006.
SCHOLASTICS
- M.A. (English with linguistic specialisation) from Utkal University, Bhubaneswar in 2000.
- B.A. (English Honors with Home Science Pass) from Ramadevi Women’s College, Bhubaneswar in 1999.[/QUOTE]

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