Idhayan Inbam

• Meeting all Financial goals - Revenue and profitability in the existing and all Budgeted new LOB's.
• Managing a team of 550+ employees, overseeing hiring, training, and professional growth of employees.
• Saved approximately $1M for FY21, by implementing cost-saving initiatives
• Leading all on-going automation projects, reevaluation and optimization to keep pace with company growth.
• Overseeing the development and implementation of Translation tool.
• Working closely with solutions/platform development teams to plan, coordinate and execute technical strategies inline with client's FY22 OKR's.
• Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
• Overseeing all daily operations to ensure high levels of productivity.
• Used coordination and planning skills to meet the Budget Vs Actuals in revenue - by forecasting the HC requirements/inline with the WFM's volume forecast, for the whole year.
• Managing Global English, Indonesian, Japanese, Korean, Spanish, Polish, Portuguese, French and Arabic languages currently.

· Collaborated with the customer to roll out change in customer experience measure and rolled out a project to deliver over 85% on Customer experience scores

• Sustained eNPS performance for the program and outperforming onshore sites consistently.
• Performance Management - Managing the existing contract SLAs along with identifying possible areas for incremental business.
• Achieved attrition of less than 4% for Voice operations through continuous engagement and empowerment of staff at all levels.
• Liaise with various functions such as HR, Risk, Quality, Command Centre, to ensure all local requirements are met with no exposure during business continuity.
• Lead all Employee Engagement activities from the program.

· Dec 2018 to March 2019 – was in Sofia, Bulgaria, launching a new Sales queue for Tech client. Set up the whole process post recruitment by implemented Continuous Process Improvement, Employee Connect Framework, Global Tracking System.

· Started as a Team Leader in January 07 with 20bankers reporting directly till October 07

· Was the top performing team in 2 key SLA's (C Sat & AHT) for almost a year

· Was handling customer escalation for which the bankers were not trained – as shift supervisor C Sat monitoring was a done for the entire floor.

· November 08 started handling the first ramp up of the process

· Got the promoted as Assistant Manager – April 08

· The entire ramp plan was moved to the steady state (August 08) and 6 supervisors were reporting (each sup has approximately 15 bankers)

· Did a transformation project to increase the productivity of bankers during their learning curve (OJT)

· Did 1 on 1, monthly basis with each sup/banker to put in a career plan accordingly. (Have moved 50% of my core team to different roles within IBPO and ITL)

· MBR and semiannual reviews were presented to clients on a continuous basis

· Had a weekly call every Monday and a de brief call on Friday with clients

· Had a retention rate of above 80% and was recognized for it.

· Started as a Tele Sales Executive and was taking calls.

· Resolving JP Morgan Chase customer's queries and complaints pertaining to their credit card accounts and up selling of value-add services.

· Moved as audio verifier (IJP) in quality team, then was promoted as Quality Analyst for a 100 agents process

· Center for Assessment of Leadership Skills, an external organization did a appraisal after a training and was promoted as Team Leader (Came 1st out of the 100 participants)

· Operational recruitment with HR and transition of the entire process including quality team

· Applications, scripts and all IS work related to the launch of a new campaign was sorted with the respective departments

· Weekly business and monthly business review was prepared for the clients.

· Key Review Areas were coached to the Q Rep's and monthly appraising them

· 11 Q Rep's were reporting directly, 15 Audio Verifiers were reporting in directly through a Team Coach.