Tech Mahindra · September 2015 – July 2016
Aligning staffing, service levels and client expectations.
Inbound health-insurance service delivery for a US client, supported through Philippine operations.
Associate Operations Manager
The challenge
Translate agreed operating plans into service delivery within the required budgets, staffing levels and timescales.
Actions
- Planned and implemented operational management strategies against agreed performance plans.
- Analysed service levels and team performance alongside volume forecasts and staffing costs.
- Managed client relationships and coordinated the implementation of operating plans and policies.
- Identified process gaps and supported corrective action with the delivery operation.
The documented scope
The CV documents responsibility for operational planning, service levels, workforce costs and client relationships. It does not provide a measured service uplift, cost saving or direct-report total for this appointment.
Relevance
Demonstrates attention to the relationship between client commitments, workforce demand and operating cost in a service business.
Source context
Supplied September 2024 CV: Tech Mahindra vCustomer Philippines, Associate Operations Manager, September 2015–July 2016. Its professional summary identifies the health-insurance client as US-based.