vijay kriplani

service delivery manager

About

==> A result driven professional with 12 years of experience in Project Management, Migrations, Operations,Training, Quality and Team Management. ==> Lead migrations of corporate processes and systems across multiple geographies. ==> Manage delivery of key project work streams and activities for market conversions in collaboration with business groups, technology, operations and support groups. ==> Conducted New Hire, Process Training and Soft skills for teams supporting corporate clients in India, ANZ and ASEAN market. Coached and lead the learners through certification. ==> Develop & maintain co-operative working relationships with the key corporate client contacts across middle and large market segment, help them understand the internal processes and policies to effectively manage their Corporate Card Program.

Country

india

City

gurgaon

Industry

financial services

Skill

management, project management, bpo, relationship management, business analysis, mis, vendor management, team management, process improvement, call centers, credit cards, crm, performance management

Experience

lead trainer

american express

2011-5 - 2013-6 · 2 yrs 2 mos

* Handled migration of ANZ Email Servicing process and successfully established team of 12 Team members in 2012 and team of 11 for ASEAN market in 2013. * Track performance and provid coaching & feedback to learners and motivate them to achieve and excel pre-defined quality targets. * Colloborate with Customer Experience and Business to improve Voice Of Customer scores. * Prepare Roadmaps as per training need analysis and introduce new methodologies for superior results

pa servicing analyst â corporate servicing

american express

2007-11 - 2011-5 · 3 yrs 7 mos

* Lead the team for a period of 6 months as Team Captain driving results and managing day to day production requirement. * Manage relationship with Program Adminstrators of key clients like Motorola, Morgan Stanley, Deloitte, J&J, Essar and Sapient. Appreciated by various ADM’s and clients for promptness, clarity in communication and delivering premium services to customers. * Coordinated with Quality Team to ensure service levels are in sync with customer expectations. Suggest and implement process improvements, highlight the areas of refresher trainings. * Recipient of the various R&R programs for effectively handling multiple corporates, demonstrating personal accountability in resolving escalations and consistent quality work.

high value cardmember servicing

american express

2006-3 - 2007-10 · 1 yr 8 mos

* Assist premium card members by providing an end to end solution for all their queries. * Liaisons with internal/external clients to ensure all requests are processed in a timely manner. * Enhance shareholder value by Cross- selling value added products to card members. * Mentor new recruits and help them understand the processes in totality. * Awarded for continuous efforts for maintaining Quality Standards (Q4–2006, Q1-2007), outstanding efforts and contribution to help customers (Q3 – 2007)

service delivery manager

american express

2016-4 - Present · 10 yrs 6 mos

project manager

american express

2013-6 - 2016-3 · 2 yrs 10 mos

* Planned and collaborated with various business groups for successful migration of legacy corporate account receivable platform to Globestar for JAPA and EMEA markets. * Lead and coordinated end-to-end delivery of key project work streams * Conduct project review meetings; ensure alignment of expectations with key stakeholders and across project team. * Lead team of Project Analyst and help them come up the learning curve.