Copal Research India Pvt. Ltd., Gurgaon, India
Copal Partners (Copal) is a global business and financial research firm (KPO-Knowledge Process Outsourcing). They have presence in the United States, Europe and Asia, where we support our clients with customized proprietary research.
My work at a leading financial research firm allowed me to apply the best of the computer technology that has to offer from a more creative point of view than many other MIS managers do. As a result, I have an unusual talent for turning challenges into solutions that can yield profitable results.
Process: Generalist Team (Multiple Processes).
Highlights:
Key Result Areas:
Operations Management:
- Setting up targets and goals for the process – setting and maintaining CTQ & CTP targets for the process.
- Involved in resource planning based on volume projections given by the client.
- Coordinating sound integration with support functions viz. Quality, Training, Technology, Compliance & HR.
- Providing Cross Training to team members to handle High Volume Situations and reduce Idle Time.
- Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining.
Customer Relationship Management:
- Responsible service delivery of client/ customer in sync with the client’s laid parameters.
- Ensuring CTQ Delivery & Business Continuity.
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
Quality & Compliance:
Planning & Scheduling:
- Design, develop, implement, and support all MIS functions with the help of my Team consisting of 56 FTE’s.
- To plan and schedule analyst according to their skills on the research projects taken and if required projecting the requirement of FTE’s to Vice President-Operations, Country Head and the Co- founder.
- To generate and make reports as per the requirements on Ad-hoc basis to know were the project stands and present the right image of the company.