• Rituraj S
  • Call Center Manager, Customer Service Team Leader, Manager
  • Last/current workplace: Change Management
  • 41 years old from Craigieburn, VIC

Introduction

Dear I am writing in regards to the position that is open with your company at this time. I bring along more than 12 years of diverse international experience in UK & USA based contact centres with leading brands like Barclays Bank (UK), Aviva Insurance (UK) & MetLife Insurance (USA), I have more than 7 years of experience in managing Teams with 4 years in managing large teams up to 180 FTE's & in my last role I have managed a team of Analysts for Business Transformation. My strengths include Sales, Customer Service ,Training, Contact Centres, Operations Management, People Management, Client Servicing, Customer Service, Banking, Coaching, Recruitment, P&L, Budgeting, Strategic Planning, Transitions, Quality Control, Analytics, Lean, Six Sigma ,Risk ,Rigor & in assisting companies to maximize efficiency and achieve sustainable growth. A certified Six Sigma Green Belt Experienced in managing both people and projects with the goal of motivating and training employees to excel in their work performance and efficiency to increase profit and cut costs. For example, last year I generated a total QNI worth 5m GBP by reducing inefficiencies in the process & increased productivity & along with the operations team I have also handled business intelligence Team. I have proven ability to create and present an excellent image of the company and its services to customers, and to coordinate and communicate well with clientele and management at all levels. For example in my career I have handled end to end process migrations & implemented the processes successfully. Expert in NPS methodology & CSAT methodology. Certified Performance Coach (Gold Category) as per Barclays standard. I have a demonstrated ability to deliver on productivity goals, increase efficiencies and maintain product quality. Highly result oriented professional with Extensive experience in Customer service & Contact centre management for Banking, Telecommunication, Insurance, Health & Welfare. Possess strong team leadership, motivational and consultative coaching style skills. Established performance goals to meet efficiency levels, targets and quality assurance standards. Excellent communication, interpersonal & analytical skills with a proven ability to work efficiently at both strategic & operational level. Extensive knowledge & experience to manage service level for Inbound, Outbound, and Retention & Data processing. I would welcome the opportunity to discuss my qualifications and experience with you in further detail. Sincerely Rituraj ingh

Employment History

  • Change Management

    • Jan 2012 - Dec 2014
    An astute professional with over 12 years of experience in Operations Management, Project Management, Change Management, Client Servicing, Customer Service, Banking, Coaching, Recruitment, P&L, Budgeting, Training, Strategic Planning, Transitions, Quality Control, Analytics, Lean, Six Sigma, Risk and Rigor across geographies with leading organizations of UK, US & Bahrain. ? 6Yr - Barclays Bank (UK Contact Centre) * Assistant Vice President Operations (Retail Transactional Banking & Business intelligence Team) (Jan'12-Dec'14)
  • Transactional Banking Team

    • Jan 2010 - Dec 2012
    * Manager Operations (Transactional Banking Team) (Jan'10-Dec'12)
  • Global Payments Team

    • Dec 2008 - Dec 2010
    * Team Manager Operations (Global Payments Team) (Dec'08-Dec'10)
  • logo

    1Yr - Citibank

    • Nov 2007 - Dec 2008
    ? 1Yr - Citibank - (Bahrain Middle east) * Relationship Manager (Wealth Management) - Bahrain (Nov'07-Dec'08)
  • 1Yr - MetLife Insurance

    • Nov 2006 - Nov 2007
    ? 1Yr - MetLife Insurance (USA Contact Centre) * Asst. Manager (Operations) US Based Customers (Nov'06-Nov'07)
  • 4Yr - Aviva Insurance

    • Apr 2005 - Nov 2006
    ? 4Yr - Aviva Insurance (UK Contact Centre) * Process Trainer UK Based Customers (Apr'05-Nov'06)
  • centre & Business

    • Sep 2002 - Apr 2005
    * Customer Care Exec. UK Based Customers (Sep'02-Apr'05) Job Description ? AVP Operations(Transactional Banking contact centre & Business intelligence)Barclays * Voice Inbound Sales through customer Service/Complex Banking process. (c180 FTE) * Managing a Team of Senior Analysts to Evaluate & Transform Processes. (c10 FTE) * Motivate and energize the organization and reinforce its mission and values through effective coaching & mentoring methodology. * Independent end to end operator managing all aspects of operations with emphasis on quality service delivery, client relationship management and continuous improvement of processes. * Recruiting the right people into the right jobs and ensuring there is a pipeline of candidates to support growth goals. * Responsible to analyse and identify opportunity areas within the customer feedback space/ create strategy for future growth and implement that strategy. * Business Process reengineering and optimization to maximize the organizations and clients profit/ Lead and manage new management and business initiatives. * Develop, implement, review, and manage an annual budget. * Identify, correlate, and assess manpower, production, technical and personnel problems and find or develop and implement constructive solutions. * Responsible to maintain a compliant and secure environment consistent with the Company's business policies/Risk Control Assurance. * Engage with and maintain a healthy relationship with key clients and stakeholders * Ensures that SLAs are met. ? Manager Operations (Transactional Banking contact centre) -Barclays • Same as above except managing a Business intelligence Team. ? Team Manager (Global Payments Processing contact centre) -Barclays • Voice Inbound + Outbound & Back office Customer Service process of BIPS & CHAPS International/National UK payments. ? Relationship Manager(Wealth Management) -Bahrain based Customers-Citibank * Managing Retail /Corporate/HNI Clients * Business Acquisitions * Market research for business development. * Enhancing the customer base for greater profits ? Asst. Manager (Contact Centre Operations) - US Based Customers-MetLife * Process Migration * Inbound/Outbound Blended Procurement process for MetLife. * Managing end to end procurement requirements for internal customers. * Vendor Management ? Process Trainer - UK Based Customer- Aviva * Training for Sales/Customer service General Insurance process * Voice Inbound Sales/Customer Service Process ? Customer Care Executive - UK Based Customers - Aviva * Inbound/outbound \Voice process * Sales General Insurance * Customer Service General Insurance

Skills

  • Outbound Call Centre
  • Sales
  • Inbound Call Centre
  • Staff Management and Supervising
  • Communication Skills
  • Other
  • Customer Service

Education History

  • Deen Dayal Upadhyay College, Delhi University current

    (h) Mathematics from Deen Dayal Upadhyay College, Delhi University.
  • St. Xavier's School current

    Passed Senior Secondary School (12 Years) from St. Xavier's School, Delhi Completed Advanced Diploma in Software Technology from STG, Delhi Immigration / Work Status: Australia - Permanent Resident (Visa Type- Subclass 190: Skilled Nominated Permanent)

Personality Type

The Guardians

Extroverted
Introverted
Sensing
iNtuitive
Thinker
Feeler
Judger
Perceiver