PRIMARY EXPERTISE

- Operational Excellence

- Process Improvement and

Design Thinking

- Customer Relationship

Management

- Change Management

- Strategic planning,

Commercial Awareness

- Retail and Institutional

Banking

- Solutioning

- Operational and Strategic Risk

Management

- Business Analysis

- CSR

ACADEMICS

- Executive MBA - Amity

University

- PG in Human Rights

- BCom. - Uni. of Rajasthan

INDUSTRY EXPERIENCE

- Retail/Institutional &

Corporate Banking

- Risk & Fraud – Cards & ATM

Disputes

- AML – KYC & Trade Sanctions

- Branch Support /

Reconciliation

- Merchant On-boarding &

Servicing

- Accounts Payable

- Lending

CLIENT LIST

- U. S.

- Australia

PERSONAL DETAILS

Manish Juneja

H. No-58 Taneja-

Block, Adarsh Nagar,

Jaipur,

Rajasthan

M: 941-***-****

E: adk0l5@r.postjobfree.com

DOB: 06/04/1985

MANISH JUNEJA

Operations Manager

A result oriented professional with an overall experience of 17 years, which has been rewarding and enriching. Over the last 14 years, I have been associated with Banking and Financial Services industry (Retail/Institutional/Corporate Banking) within Genpact; Specializing in people leadership, services delivery, client relationship responsibilities and business development

WORK EXPERIENCE

GENPACT India Ltd.

Operations Manager: Apr’16 – till date

In my current role, I lead a diverse team of ~50 members (including front-line managers) passionate and highly energetic individuals with a strong customer service focus and deep understanding of quality management in a servicing environment, adhering to 98% SL (Service Level) with 95% quality

Key Responsibilities:

• Managing team along with front-line managers to run/achieve all BAU operations tasks including hiring, business training, service levels, risk & compliance, quality etc.

• Currently handling lending (secured and unsecured) voice and nonvoice business for one of the Australian banks

• Discussing individual team performance and future growth in monthly 1-o-1

• Driving design thinking forums frequently within team to generate multiple ideas by reducing NVA steps, improving accuracy, mitigating risk, reduce performance variation & simplifying process

• Actively involved in recruitment/hiring, NHO, Performance Structuring & imparting knowledge on company policies

• Organizing and leading monthly operation performance with business stakeholders

• Facilitating best-in-class employee engagement and retention practices for 90% annualized retention

Projects

• Multiple time visited Australia for different due diligences, completed transitions and got 150 FTEs growth/business for organization

• Streamlined process by data collection, tracking and analysis, reducing cycle time, coaching staff and increasing efficiency

• Completed FTCO project to reduce escalation, improvement in FTR and cycle time

• Increased business quality by 15% through various process mechanism / calibration calls and made amendments in standard operating procedures for better customer outcome

• Revers transition of 60 FTEs, from IBM to Genpact; handled hiring, process mapping, process training, performance, SL, quality, productivity release etc.

• Achieved “Promoter” in NPS scale (NET PROMOTER SCORE) on delivering Best in class service and sustaining the yearly result

Key Skills and Competencies:

• Travelled onsite location (Australia) 9 times for different transition and successfully completed the Knowledge Transfer as TTT, includes process mapping, FTE baselining, procedure standardization, documentation for stable operations

• MS-VISIO & Holocentric (Mapping Software) – Process maps creations and procedure writing

• Strong decision-making and problem-solving skills, with delivering the business in timelines efficiently

GENPACT India Ltd –Jaipur

Asst. Manager: Aug 2013 - Mar 2016

Ensuring that team members are motivated monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed Key Responsibilities:

• Motivated team to think out of the box and generated multiple process improvement ideas by reducing nonvalue add steps, improving accuracy, mitigating risk, reduce variation & simplifying process

• Streamlined process by data collection, tracking and analysis, reducing cycle time, coaching staff and increasing efficiency

• Demonstrated training and presentations skills by conducting multiple training sessions on banking industry concept which helped increase training penetration

• 360-degree feedback on regular intervals with individuals in 1-o-1

• Handling client enquiries and acting as the face of the business

• Weekly performance call with business stakeholders/management

• Monthly dashboard discussion, and action on key take-aways

• Dealing with client raised issues and resolving them asap

• Implementing of new initiatives/changes in business

• Keeping an eye on administrative and IT records and get it updated correctly GENPACT India Ltd –Jaipur

Management Trainee: Sept 2011 –Jul 2013

Ensuring completion for all application with 100% quality and accuracy and within the given TAT Key Responsibilities:

• Preparing L1, L4 maps in VISIO & Holocentric (Mapping Software) and level 5, which is SOP (Standard Operating Procedures) & liaising with business stakeholders for modification

• Preparing daily workloads for staff & coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets

• Assigning mentor and buddy to new team member

• Arranging & leading weekly team meetings, focusing on targets & achievements

• Sample auditing, desk review & EOD reports

• Monthly process knowledge test for different process and arranged timely refresher training on new updates

• Meeting the team targets, ensuring consistent WIP reduction Accomplishments:

• Platino Award - Employee of the Year

• Rewarded with Gold award for successful and smooth BAU operation work

• Rewarded with Silver award for one of the strongest pillars of business and consistent performer from day1

• 4 times rewarded with certificate of Process Excellence in Australia by the Clients

• Rewarded with SPOT award and recognized as CHAMP of Business out of 150 FTE’s and true performer

• Various Business recognition on driving CSR and People connect for consecutive years GENPACT India Ltd –Jaipur

Process Associate/Developer: Apr 2006 –Aug 2011

• Manual Audit certificates preparation

• Payments processing, accounts maintenance/servicing

• ATM/card disputes

• Trade sanctions

• Online banking authorizations

• Quality checker

• Business coach & trainings:

o Trained new joiners/approved bench as per team requirements o Trained resources for process mapping projects on MS- VISIO o Involved in Orientation of Preprocess training for Australian Banking and Culture Accomplishments:

• Rewarded with Bronze award for 100% quality and excellent performance

• Knowledge Expertise and Quick learning helped me in attainting position of “Subject Matter Expert and Trainer” for the pilot batch for Australian business

• Rewarded with Bronze award for Best Coach out of 15 coaches Certifications:

• GB Certified in Lean Six Sigma

• KESDEE L2 – Retail Banking

• Crucial Management Skills

• SEAL (Global Leadership Development Program) by Dale Carnegie & Associates

• Leadership Walk (KNOLSKAPE)

• Payment Systems (Dun & Bradstreet India)

• Customer Relationship Management

Body Nutrition Science –Jaipur

Administration Manager - August 2003 – March 2006

Deals in All Kind of Imported bodybuilding Medicine Key Responsibilities:

• Manpower management

• Vendor management

• Production and sampling

• Store Keeping and cash handling

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