Prashant Menon
Quality | Process Efficiency | Change Management | Metric Improvement
Mumbai
Summary
Seasoned and acknowledged professional with 18+ years of experience leading and overseeing Global Quality Functions & Client Engagement. Key metrics include standardizing processes, developing quality standards, driving change and client centric initiatives. Monitor and ensure all practices conform to applicable regulations, as well as follow company standards and requirements. Proven record of building and retaining high performance teams
Overview
18
18
years of professional experience
15
15
years of post-secondary education
Work History
Associate Vice President & Global Head of Quality
Sterling Check
3 2022 - Current
- Responsible for Quality for a span of 3000+ associates across US, EMEA & APAC, managing 5 business lines - Order Creation, Criminal Services, Verifications, Drug & health Services and Order Creation
- Engagement on solving client issues highlighted via Customer Issue Management process - reduction of complaints by 40% (from 180 -195 in 2022 to 105 - 115 in 2023)
- Cost Savings of approximately USD 125,000 through Process Reengineering by identifying alternate fulfillment sources
- Engagement with Top 300 clients to discuss requirement, performance trend and pain areas
- Support Legal Team by analyzing data and organizing evidences to support litigation cases and prepare for trials
- Management Representative for Global ISO Audits - successfully certifying sites over the last 5 years
- Significantly improved Criminal Services dispute rates by 30% over a base of more than 4 million transaction per month (from 3,139 to 2197) via mix of various initiatives - System Issue analysis and recommendations, Process/SOP changes and updates
- Managed periodic internal ISO audits and reviews to proactively identify areas of improvement across the organization
- Established metrics and benchmarks to measure progress and success
Sr. Group Manager
WNS Global Services
03.2021 - 03.2022
- Updated quality control standards, methods and procedures to meet customer & compliance requirements.
- Drove changes which resulted in savings and improved profit margins.
- Led projects and analyzed data to identify opportunities for improvement. Managing all aspects of projects - identifying, solutioning, developing and execution and ensuring successful achievement of timelines.
- Customized training plans for client needs, keeping timelines and budgets in mind.
- Creating various approaches, negotiating and fostering relationships with internal and external partners.
- Eliminated gaps by implementing standardized Training certification process.
- New Hire Training and refresher curriculum revamped based on Quality findings and VOC
Sr. Manager, Global Quality
Sterling Talent Solutions
02.2012 - 02.2021
- Responsible for designing, deploying & standardizing of Quality Assurance program to meet end customer requirement
- Responsible for driving internal and external customer’s Quality related SLA and liaising with stakeholders and service partners for process calibrations & corrections.
- Reduced employee turnover through customization of new hire onboarding process and expanding interview practices to include realistic job previews
- Managing calibration of Quality evaluations Documentation and Audit of SOP to ensure compliance against standards.
- Identifying business pain areas and work towards process redesigning.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Senior Customer Care Representative
Convergys
10.2010 - 12.2011
- Optus Switch Customer Service (New Process: On-Net Telephony & Broadband Service) Job Profile: Handling both inbound and outbound calls for Optus On-Net customer service team.
- Achieving 90% and above Voice of Customer (VOC) scores.
- Keeping AHT less than 600 seconds.
- Other Responsibilities: Subject Matter Expert (SME) for training of 6 batches.
- Handling 4 transition team (from training to production).
- Responded to customer needs through competent customer service and prompt problem-solving.
Home Retention Consultant
Ocwen Financial Solutions
10.2006 - 09.2010
- Hone Retention (HRD) and also worked with Collections Dept.
- Setting-up delinquent Mortgage loans with payment arrangement payment options & plans.
- Assisting customers with their issues and concerns about their mortgages.
- Job Profile in Collections: Collecting monthly Mortgage payments on current and past due loans between 1 to 89 days of Delinquency Achieving monthly Collections & Quality Targets.
- Assisting the team leader in various Team related reports.
- Mentoring new agents in team and bringing them up learning curve smoothly.
Education
BBA - Business Administration
ICFAI University
Tripura 10.2017 - 04.2021
HSC -
Maharashtra State Board
Maharashtra 06.2001 - 02.2003
SSC -
Maharashtra State Board
Maharashtra 06.1991 - 03.2001
Skills
Quality Management
Business Transformation
Customer Centricity
Process Efficiency
Change Management
Accomplishments
- Lean and Six Sigma Green Belt
- ISO Lead Auditor
Projects
Worked on key process & client experience improvement projects -
- SOP Project - Documentation of SOP of all processes across verticals and delivered within 6 months
- Salesforce project- Automating the Client Issue Management Journey
- System Integration - Issues identified, conducted RCA and reported with details on areas that need immediate focus using RPN methodology
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Intermediate
Malayalam
Intermediate
Timeline
Sr. Group Manager
WNS Global Services
03.2021 - 03.2022
BBA - Business Administration
ICFAI University
10.2017 - 04.2021
Sr. Manager, Global Quality
Sterling Talent Solutions
02.2012 - 02.2021
Senior Customer Care Representative
Convergys
10.2010 - 12.2011
Home Retention Consultant
Ocwen Financial Solutions
10.2006 - 09.2010
HSC -
Maharashtra State Board
06.2001 - 02.2003
SSC -
Maharashtra State Board
06.1991 - 03.2001
Associate Vice President & Global Head of Quality
Sterling Check
3 2022 - Current
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