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Amulya Manager - Training & Development, AEGIS Ltd.
 
Amulya's Profile
Amulya
Manager - Training & Development, AEGIS Ltd.
AEGIS Ltd.
confidential
confidential
New Delhi / NCR, India
Toostep 
Professional summary
Amulya's Experience
Current :

Manager / Senior Manager, AEGIS Ltd.
ITES / BPO / Customer Service
Previous :

Internship, M/s. R D Joshi and Co. Chartered Accountants CA

Worked from 2011 to 2011

Brief summary :

Handled all 3 Divisions, viz E-business, Entertainment, Education Was a team member in an E-governance project submitted to MAP_IT a Govt. of Madhya Pradesh entity M/s. R D Joshi and Co. Chartered Accountants (CA - Internship) Performed audit of several Institutions. Such as Hospitals, Trusts, Schools, Colleges, Companies Has also done work for Taxation and Financial matters REWARDS and RECOGNITION Won Outstanding Achievers Award at Town Hall, 2003 (EXL) Won the award for the best team in the process at Town Hall, 2004 (EXL) Won the Certificate of Merit for contribution to Technical Claims, R and R 2005 (EXL) Special Recognition - Claims R and R for detecting the Scam (June 2007, EXL) Savings of around 650,000 in a year while managing Fraud prevention and Detection role Outstanding Performer - Head of Training Forum (October 2008-09, ICICI Prudential) Special Appreciation for Transformation and Innovation ( Aegis - Feb 2010) Client Appreciation - For seamless migration of Training at Offshore Location ( Aegis - Dec 2009)

Previous :

CAREER SCAN Advance Innovation Group

Worked from 2010 to 2010

Brief summary :

Creation and implementation of audit mechanism to prevent any internal fraud. Monitoring Key Risk Audits conducted by the Quality Team. Six Sigma Ensuring adherence to quality standards, implementing stringent quality control systems and reduce rejection level and rework. Implementing and executing various quality improvement projects. Good knowledge of statistical tests like One T test, Two T test, ANOVA, Mood s Median, Chi Square test, Regression and Correlation etc. Good knowledge of quality tools like Pareto, FMEA, QFD, SPC, etc. Operations Management Framing work direction and plan for team members after assessment of capabilities. Preparing and presenting various weekly/monthly MIS reports pertaining to process/productivity. Setting up targets, SOP and SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process. Training and Development Conceptualizing and developing need based training modules for developing multi skilled work force for utilization within sub processes for optimum efficiency. Developing individuals through demonstration and by providing constructive feedback; addressing performance issues, grooming them for future roles and creating an enjoyable working environment. Exp. In Sales Training / Process or Functional Training and Behavioral Trainings. Customer Relationship Management Mapping clients, identifying improvement areas and implementing measures to maximize customer satisfaction levels. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes. CAREER SCAN Advance Innovation Group August 2010 - Present

Previous :

Consultant, AEGIS Ltd.

Worked from 2009 to 2009

Brief summary :

Consultant (Training and Strategy - Lean Six Sigma Black Belt) Design better governance model for driving operational efficiency, resource optimization and deployment of business strategies. Conducted Six Sigma Gap Analysis and defined roadmap for Six Sigma Initiative Baseline processes and established process capability Analyzed various core processes and identified opportunities for Improvement Established and successfully managed and tracked Six Sigma projects for the BPOs As a Black Belt, mentored Six Sigma projects (Projects involved defect reduction, ticket resolution cycle time improvements and service level management for Insurance processes) Driving business results and enabling Operational Excellence through Six Sigma Drive bigger impact, business facing improvement opportunities as BB projects Consulting projects on ISO 9001 - Quality Management System and ISO 27001 - ISMS Training on Lean and Six Sigma Green Belt / Black Belt Training Training on Minitab and Excel Project Experience Completed Six Sigma Black Belt Project on Improving Productivity by Reducing the Average Handling Time using DMAIC Methodology. Completed Six Sigma Black Belt Project on Improving Claims Processed using DMAIC Methodology. Project - Customer Satisfaction Increase CSAT and reduce customer Complaints. This project targeted entire operations. PREVIOUS ASSIGNMENTS AEGIS Ltd. (An ESSAR Enterprise) October 2009 - July 2010

Previous :

Project Manager, ICICI Prudential Life Insurance Co. Ltd.
Noida

Worked from 2007 to 2007

Brief summary :

Manager Training and Development Training Leader for Pan India - AEGIS Direct (BFSI Vertical) - Insurance Inbound / Outbound / Sales processes. Multiple Accounts - Customer Service, Claims Processing, Sales, Lead Generation, Collections and Renewals. Working on Process Integration and Training Span, Content Mapping for Pan India Processes. Trainer Calibration and Certification - Internal / External (Clients) Developed standard Certification Model and OJT Model for all Lines of Business Managing Training for the first flagship Account of Insurance Renewals based out of Noida and Ahmedabad Successfully migrated and re-engineered process from the Clients End. Knowledge Management/Documentation. Migration and initial training for an Insurance Renewals and Retention Process, Support migrations for new business areas Exception handling documentation; Responsibilities include meeting the desired Go-Live dates, controlling attrition during training. Regularly interacting with Operations Leaders across locations to conduct soft skill and leadership trainings. (Skill Inventory, Competency mapping) Managing the training SLAs for both pre-process (soft skill and Insurance Concepts) and process training. Preparing trend charts using the historical data and teams current performance for effective resource management. Evaluate Standardize and Forecast Training Plans for the entire Process. ICICI Prudential Life Insurance Co. Ltd. (New Delhi) July 2007 - October 2009 Project Manager - Training Moved into Health Training Team due to exemplary performance Handled Training Projects for 3 Business Verticals across India MIS and Reporting ; Strategy development and implementation Training Delivery and Coordination ; Driving Performance and Efficiency after delivery of Training

Previous :

Unit Fraud Manager, Pvt. Ltd.

Worked from 2003 to 2003

Brief summary :

Designing Training Architecture for different Training verticals. Project on New and Existing Trainers development Life Cycle. Process Management / Improvement Identify the bottom 25% quartile based on productivity and goal sheet achievement Identify their training needs and develop content specifically targeting those improvement areas Helped improve overall channel productivity as well as employee retention Running and managing various Contests and updates to motivate and empower work force to perform better Responsible for personal and professional development of Quality Team, TNA and Call Quality Calibrations Focus on quality of service using measurable (quantifiable) criteria/parameters and also on quality of people responsible for rendering the same Ensure timely and accurate maintenance of QA Database, Quality requisitions Develop and define quality metrics, scoring parameters and assurance policies New initiative to the method of learning - E-Learning modules. Formulated Audit framework for the Health Training Team. Training and Development and Quality Lead a team of 25 (Grade I - III) , who were in turn responsible for 1500+ on roll resources and over 20000 partners from medicine and pharmacy industry Overseeing new hire, program specific training, management development training, leadership development training and other training as needed by the business Responsible for interacting and co-coordinating with Business Heads and their reportees of the Health vertical to understand their needs for the development of a strong Sales Work Force Ensuring successful execution of training needs including resource planning, measuring program training effectiveness, and managing trainer recruitment and attrition Utilizing effective presentation and facilitation skills for identified content including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities to include both a live and a virtual classroom training Responsible for on-going classroom observations of direct reports, providing guidance, mentoring, and support that focuses on performance improvement EXL service.com (I) Pvt. Ltd. June 2003 - July 2007 Unit Fraud Manager (for a leading Motor Insurance Co. of UK) - (Operations)

Previous :

Unit Fraud Manager, M/s. Login Info Centre

Worked from 2001 to 2001

Brief summary :

Manage Unit Fraud Advisors and Advisors Claims Technical Liaising with Manager Operations, Unit Fraud Manager (other units) and Central Fraud Unit. Act as a referral point and coach for the center Create Fraud Awareness and coaching people to bring them up the learning curve. Responsible for Units Fraud Savings target. Handling Complex and High Value claims over 50,000 Identifying High-Risk suspect Claims Have Identified an Ongoing Scam in the UK, duly named as ` Operation Centre Stage Assistant Manager - Operations Handling a real time direct Customer Service team of 25 Executives. Responsible for MIS generation for team and Process and Call Calibrations. Responsible for leading and managing the process based on agreed standards/SLAs to enhance customer satisfaction. Responsible for handling escalations from Operations, Technology and Logistics perspective. Work with each Associate to develop and act upon a development plan to ensure that each individual has an opportunity to achieve their performance goals Responsible for handling transactional escalations and provide appropriate solutions to client/customers Learning and Development: Delivery of Training on Motor Insurance (Aviva, UK), emphasizing on the Motor Claims aspect including Own damage, Third Party, Total Loss and Fraud. Understanding and imparting coaching on ABI, GISC and DPAs compliance laws and regulations Conceptualizing and developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency Arranging Refresher Training for teams (Based on QA reports, client feedback, live monitoring) M/s. Login Info Centre April 2001 - May 2003

 
 
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Amulya's contributions
Honesty is the best policy everywhere, not only the corporate world.... It is directly linked to Integrity which is a strict no compromise.
Sales is selling your self, the product or the services would only be bought if the person associated has a good rapport..So its much more then telling a story....
There are some things which are incorrect despite of the fact what they are... Will you allow any of your family members to watch it..... U know the answer
Job loss could be because of several reasons, assuming it is not because of any Integrity issue but due to right / down sizing or cost correction; just evaluate your options, start networking with peers and previous colleagues, ensure that you do not...
 
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