Munawwar Shaikh

About

SR Quality Manager

Experience

Paysense

Mar 2019 – Oct 2021

India

SR Quality Manager

Paysense PayU Credit Monitoring Quality of (Calling team) In- Person, Interactions with every team member (Audio audits) - Drive Audits, Calibrations for Auditors. Audit interactions on Product/process, Communication, and soft skills parameters. Sharing feedback for coaching and mentoring of sales staff. Communicate to heighten awareness and focus on importance of positive customer experience. Ensure that internal policies, procedures, and compliance regulations are being followed. Real Time Support (Production/Live Support) on the floor as per the business requirement Identifying areas of quality and performance improvement, finding errors and developing ways to fix them, ensuring zero compliance issues Sharing Inputs and Recommendations on how to improve the process/ guideline. Data analysis and creating designated reports and presentations. Started handling multiple process simultaneously with a ramp of agents from 20 agents to 150 agents along with 6 Jr auditors. Skilled at evaluating both verbal and written customer contact by agents while coaching. Multiple location was handled with multiple process. Actively used quality management system to compile, track and trend agent performance. Make sure the quality Team are monitoring the calls as per the process ethics. Hyper monitoring to make sure the call and transactions that was monitored by the Team were monitored again and kept a close eye on the performance and product knowledge.

Tata Consultancy Services

Oct 2013 – May 2018

India Mumbai

Senior Team Lead

Know Your Customer (KYC): (Pilot Process) Know Your Customer" or KYC refers to the process of verification of the identity of the customers and clients either before or during the start of doing business with them. Banks or any kind of financial institutions are now required by the RBI norms to have their customers KYC process completed before allowing them complete access to all services. KYC was introduced by Citi Bank in Oct 2013. Worked as a Pilot member and helped in setting up the process. Verified all aspect of client identification Program and necessary account documents are provided and in accordance with Know Your Customer (KYC). Assist in ensuring ongoing due diligence efforts and KYC are maintained while identifying substantive changes to customer profiles. Able to multi-task and meet deadlines in a high-pressure environment. Interacted with various levels of candidates, human resources and hiring managers to schedule interviews, including candidate travel. Collaborate with global onboarding team on a daily basis to ensure globally consistent processes. On-boarded new hires into PeopleSoft, processing of relocation paperwork, as applicable. Communicated with internal resources and outside vendors regarding preemployment requirements, including background checks, etc. Train new employees on customer support issues, device provisioning, and on boarding process. Implement documentation on customer experience protocol and user guides for future use. MIS was maintained for the entire team stats. Close monitoring was done for each individual Fte and feedback was provided for the same. A cross verification was done with the back account and the account maintained in excel provided by the client for verification. TIPISA audit was conducted and ensured the process has latest documents with valid justification. Collaborate with the engagement manager/senior manager on engagement approach and execute on the plan using a risk-based approach.

Tata Consultancy Services

May 2011 – Oct 2013

India Mumbai

Senior Business Analyst

Asset Management Job Description: Providing Support to North America Region with regards to Asset managing on excel. • The process includes of 3 resources and day to day activities was handled. Inventories detail were stored on system and also the same as maintained on excel as a backup. Weekly meeting were conducted with the client onshore and updates and suggestion were discussed and implemented. Conducting Monthly Meetings with Citi Clients to understand additional Process requirement, Staffing, Business Updates. Working with Onshore Managers for Adhoc Reports Delivery & Innovation & Improvement in Excel. Coordinating with Team for Timely Delivery of Reports to Internal & External Audience. Team Management to ensure timely & effective handling process and SLA. Ensuring SLA’s are met for Incident Management & Report Delivery. Conducting MBR with Citi Senior Management on Monthly Basis. Discussing with Client on additional Business or Resource requirement. Conducting Monthly Meetings with Managers to discuss team performance, Client Feedback & requirement, Issues faced by Team, Audit & Compliance Status, process improvement. Strategic Planning for Process Improvement & Increase in Business.

Tata Consultancy Services

Feb 2008 – May 2011

India Mumbai

Customer Service Representative

North America Service Desk (NASD) Job Description: Generating & Resolving Tickets on calls with customers. Providing Support to Internal Citibank Employees In case of any application or Hardware Issue via calls and remoting to their systems. Generating Service Now & Infoman & assign to correct resolver group. Ensuring AHT is well maintained & calls are handled as per guidelines led by Internal Quality Team. Additional responsibilities handled via audit roles and responsibility for the process improvements. Audit related documents were kept updated with all sanctions. Trained new agents on the floor and act as a SME for the process. Monitoring Incident Calls of Team Members & Providing Feedback Managing High Severity Incidents as Incident Managers for Citibank Application Issues Globally. Coordinating with various support teams to get issue resolved. Creating High Severity Tickets via ServiceNow & ensuring follow-up for same. Setting up Incident & Checkpoint Calls as & when required. Sending Incident Communications to Citi Senior Management at Timely Interval in Business language informing about incident & current status of issues.

Education

Dr. C. V. Raman University, Kota Bilaspur

Jan 2016 – Dec 2020

Bachelor of Commerce, Bachelor of Commerce - BCom, Business/Commerce, General

Rizvi Education Societys College of Arts Science and Commerce

Mar 1999 – Mar 2001

High School, Bcom

Languages