Manoj Singhal

10.5Yrs Of Experience Into O2c, Banking, Bpo And Captive Units
Noida, Uttar Pradesh, India
Profile Snapshot
Manoj is based out of Noida & has studied Mathematics, B.Sc-Bachelor of Science from Year 2004-2007 in SSM-Surya Sen Mahavidyalaya, North Bengal University.
Manoj Singhal is Skilled in MIS, Communication Skills, MS Excel and other talents.
Talents
    • Supervisory Skills
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      among 0 users worldwide
    • Team Management
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      among 0 users worldwide
    • MIS
      ... among 0 users in Noida
      …
      among 0 users worldwide
      98
      percentile among worldwide users
    • MS Excel
      ... among 0 users in Noida
      …
      among 0 users worldwide
      71.23
      percentile among worldwide users
Professional Path
Lead Assistant Manager
Exl Service Full Time
Jul-2014 To present 11 years 1 months
Noida
  • Team management, Handling client escalation, identifying automation opportunity, Bottom quartile management, recruitment etc
  • Best Leader Award, Managed high value customers project to reduce client escalation, Identified opportunity to enhance productivity and quality
Team Leader
Royal Bank of Scotland Full Time
Oct-2008 To Jul-2014 5 years 9 months
  • o Driving to exceed Customer Satisfaction Score
    o Ensuring to meet Average Handling Time for all chats
    o End to end management of the Performance Management Process
    o Executing Performance Improvement Plan
    o End to end management of new process implementation procedure
    o Presenting information clearly to customers, work colleagues and third parties
    o Publishing daily, weekly & monthly score
    o Evaluating training needs
    o Evaluating manual activities and automating them to reduce manual efforts
    o Reducing Process Risk
    o Nominating staff for Reward and Recognition
    o Effective implementation of new HR policies, procedures and processes
    o Cross training team members into various processes to increase process capability
    o Driving weekly fun activities within the team
    o Act as primary contact for handling queries related to performance Management Process, educating employees on the importance and methodology of appraisal
    o Driving Lean culture in the team
  • a) Consistent Promotion
    b) Certified Team Leader
    c) Certified Workout Facilitator
Process Associate
Accenture Services Pvt. Ltd Full Time
Feb-2008 To Aug-2008 6 months
  • Working together to meet personal and team target, supporting peaks, supporting various projects, training and developing personal skill set, understanding the process, active back-up of immediate SME, solving process related queries.
  • a) Consistent Top Performer for 6 months
    b) 100% Quality Score
Qualifications

Surya Sen Mahavidyalaya

Bachelor of Science Mathematics

2004-2007

51%

Extra-Curricular Interests
Stories Cricket Footbal Basket Ball & Table Tennis Music & Reading Books
My Story
A well presented, industrious and highly personable individual who has extensive in-depth experience of the entire Banking and Logistics industry. Possessing a huge range of abilities from providing support and leadership to junior staff. Able to gain the trust of customers by interacting with people from all backgrounds.