Noida Sec **
Mobile: - +91-965*-***-***
GeetanjaliVaid E-Mail:- email@example.com
(Over 14 Years of dynamic experience in Genpact)
A Professional (Immediate Joining) with extensive BPO Operations (over 14 years) experience seeking opportunities in EA role and Customer service Operations where my experience will enhance a company’s overall strategic plan and direction.
Understanding of Operations, hiring, SLA Deliverables and Team management skills, with the ability to prioritize and multi-task.
An enterprising leader with strong analytical, problem solving & organisational abilities with experience in promoting services for business excellence.
Excellent track record of exceptional performance across assignments eliciting awards from external clients and stakeholders.
General Management / Know-how of running business, Leadership, Team Building, New Business Development, Performance Management.
Demonstrated initiative outside of normal work responsibilities with consistent record of strong achievements. Have ability to train, coach and motivate fellow team-members to reach desired outcomes.
Work Experience American Express India Pvt Ltd. ((Apr 2019 – Present)
Working as Sr. Executive Assistant to VP
Responsible to provide day-to-day administrative support to the Vice President. Ability to work well in a fast-paced organization and manage multiple tasks and conflicting priorities with accuracy, flexibility, and attention to detail. Development of positive working relationships with a wide range of stakeholders.
Ability to manage & work effectively with Senior Leadership with confidentiality and proactively.
Maintaining Records with confidentiality of various projects & activities running through senior leadership office.
Manage calendar activity and coordinate meetings with stakeholders.
The candidate will work with Senior Leaders, SDL/ Director and VP
Plan travel and build seamless itineraries with advance preparation for VP.
Coordinate travel including air and hotel bookings, liaising with other Amex offices for internal meetings and managing last minute changes as required.
Prepare, review, and process expense reports, in line with company T&E policy.
Preparation for meetings as necessary, including scheduling of conference rooms, coordinating food, logistics, etc.
Review all system requests prior to VP approval
Process Human Resources transactions and help with onboarding new hires
Support group administration including updating distribution lists
Coordinating team events inclusive of training days, town hall updates, and offsite team building
Working collaboratively and having an excellent communication with other Executive Assistants within American Express
Arrange and manage direct report meetings.
Support in arranging and managing various Trainings,Engagement activities, meetings & visits at process level and also assisting in branding &communication when required.
Supporting Senior leadership & colleagues with various Adhoc tasks on regular basis.
Coaching and Mentoring new EAS on board.
Work Experience GE &Genpact (May 2003 – Sep2016)
Last Role: –Assistant Manager- Corporate Hiring (Jan’15 – Sep’16)
Roles & Responsibilities: - End to end recruitment
Head Hunting for profiles of mid Management level (MT – Sr. Manager). Proficient in sourcing, recruiting at all levels for technical and non-technical positions. Primarily Finance & Accounting.
Manage the full lifecycle of recruitments.
Recruiting & staffing as per the requirement of the concern operation process team: searching candidates from Job Portals, social sites, #tag, walk-ins, campus recruitment etc. Conducting the preliminary interviews over phone and line up candidates for next rounds of interview. Conducting F2F rounds of interview. Coordinating with candidates for final interviews, taking individual feedback and reference check.
Negotiating with the candidates regarding salary, joining date & time. Completing the Joining Procedure (issuing offer and appointment letter, Contract paper, forwarding the required details to IT and Accounts Department).
Planning and executing recruitment activities including placing job advertisements, resume screening, candidates short-listing and interviewing, to support manpower needs in line with the Company's and concern operation team business objectives.
Vendor Management –representing and managing external vendors for recruitment purpose. Ensuring vendor performance is up to the mark and benefits the organization.
Employee relations - advise employees on policies and processes, grievance management, develop a positive work environment at the site.
Ensured BGC documents of the candidates were updated on time with regular follow up.
BFSI - Commercial Lending Technology Practice Assistant Operations Manager/QA/BA Lead (Apr’12 – Dec’14)
Project: Third Pillar Inc. (Loan Path Origination & Servicing Enhancement and Implementation Support)
Third Pillar is the industry-leading, top-notch provider of engineering-driven software solutions for financial institutions looking to streamline their current commercial lending and leasing process. With Loan Path, our signature Enterprise Credit Underwriting and Management Platform, we made application, underwriting, and approval processes more flexible and efficient.
Project Description and Roles & Responsibilities: -
Worked with CITIBANK as a Quality/Business analyst on Loan Origination & Servicing systems
Understanding of Business Requirements and Functional Specifications. Design, develop and review functional use cases.
Business query resolution and system trainings to End Users.
Writing test scripts and defining acceptance testing with different scenarios, Fraud Party Testing, Regression testing & End to End Functional Testing & Executing Test Cases. Provide support during systems and UAT testing phase
Manual Testing, Data base Testing, Black Box, White Box Testing, End to End Functional Testing (Negative & Positive).
Regression Testing and Retesting. Issue tracking, bug reporting and status monitoring & Involved in Defect Status Meetings along with Developers, Team Members & Clients.
Exposure to Configuration.
Assistant Operations Manager/Finance & Accounting (BFSI) (Dec’10 – Mar’12)
Worked with businesses like Commercial financial services- CAPEMEA, GE Money, GE Capital financial INC., GE FACTOR - Equipment Lease, CAP ASIA, CSLAM - Capital Solution Latin America.
Roles & Responsibilities: -
Web based process involved funds transfer & balance reporting. Thorough analysis & understanding of balance reporting & payments resolution.
Handled customer queries in relation to various payments, stuck in compliance, not executed, payment trace, direct corporate client connectivity with banks etc., guidelines to users on how to make payments & various modes.
Subject Matter Expert/Assistant Manager (Customer Service) in GE Healthcare Domain (May’03 – Nov ‘10)
Roles & Responsibilities: -
Healthcare equipment customer & field engineer service calls, part & tool ordering, FMI & PM. Quarterly partnership review with hospitals, STCs & SMs, report outs, generating service delivery dashboards, follow up with the hospitals & clients for service delivery, Call Quality, process trainer& Defect Tracker.
Stimulate and sustain high performance of team; mobilise their optimum contribution towards adherence to SLAs, increasing productivity and Leans along with process excellence.
Coordinate activities for the identification of training needs of employees for upgrading their soft skills.
Process trainer & Soft Skills trainer (Part time TTT Trained)
Coaching and mentoring team members towards attaining zenith of potential, enhance job satisfaction through horizontal. Performance &counselling management sessions etc.
Quarterly Process Review with External Customer, Genpact Leadership and Process Owners.
Business Development& Project Management
Analyse business potential to drive operations to achieve desired targets.
Ensured speedy resolution of queries & grievances to maximise client satisfaction levels.
Maintained excellent relations with clients to generate avenues for further business.
Worked on Projects like Identifying the new STCs (Service Team Coordinator) of the site that involved working with the CIMs (Customer Integration Managers- US) & Field to identify the changes (Replacing the old ones).
Human Resource & Personnel Management acted as a support to Business HR
Ensured timely EMS Completion, 1-0-1s, Skips etc.) Training & driving usage of HR Helpdesk. (Awareness regarding the tool & its usefulness)
Ensuring Policy adherence. (Keeping a close check within the team regarding adherence).
Announcements regarding Events & Updates. Updating the team regarding the latest changes in the Policies. Support HR Initiatives. (Birthday, Vintage, New Hires, Farewells Announcements).
Self- starter, Quick learner and a Consistent performer.
Self-driven to deliver- Focusing on delivering best possible results for the organisation, determination, resourcefulness and a sense of purpose in achieving.
Demonstrate strategic thinking, understanding of business and thrive for excellence.
Result oriented with high productivity.
Exposed to work and communicate with markets of USA, Australia and India.
2002 Diploma in AIR TRAVEL FARES & TICKETING Bharti Vidhya Bhawan, New Delhi
2004 Bachelor’s in commerce Delhi University, India (Regular)
IT : MS-Office (Word, Excel and PowerPoint / Access) & Lean Trained & Tested
Tools worked on :Concur, Taleo, Avaya, Mainframe, Citrix, Webcash, Support Central and Blue Pumpkin
Date of Birth : 24th May