Rahul Rup Tejas

Background

About Rahul Rup Tejas

Head of GCS– Operations at Danfoss Handling the Commercial vertical unit - Service Delivery operations (350+ colleagues)– Handling the Dispute & collections process E2E -(4 GSC’s), Process Management • P&L Management, Budget planning basis the fY • Forecasting & capacity planning • Performance Management, 1:1 discussion with the DR’s are performed periodically • Effectively Managing the SLA’s and Recording Green SLA’s • Chairing the MBR & QBR review with the steerco committee • Effective management of BCP & disaster recovery management • Vendor Management • Accountable for transformation • Process improvement discussion with stakeholders, align & track progress for benefit realization • Stakeholder management & Escalation management • Tactical & strategic planning to super exceed team’s performance • Resource planning & Risk management • Leading the townhall for business cascades virtual & offline connects • Successor Planning & employee engagement • Business Transformation • Coaching connects to transform individuals & change management • Skip level connects to understand the pulse of the team for constant care • Regular connects with the HR to harness the employees challenges and policy changes • As a Tribe Leader ensure all the Agile project are completed in a timely fashion • Process design, training & it’s implementation of existing or new process due to change in upstream or new product launch • Developing controls & audit mechanism wherever required or not working existing ones – work with Sales, CX for alignment • Work with sales & customer to win New business and encourage the customer to participate in “Customer Service Loyalty Survey • Timely communication of process changes to global dispute team Process Excellence projects a. Drive & support Process Improvements on TT,inflow,Customer exp b. Automation of waiver process / PIC Indexing c. Go for the best - how do we achieve more with limited resources and AI to improve accuracy d. Customer Journey – Auto Resolution of Disputes to the customer (First time ever) Transformation Projects a. Create US in Confluence and support in wire frames b. Render Support to the tech team in clarifying their queries share BRD doc to get the desired product Key responsibilities: 1) Deliver on Yearly OKRs 2) Support in defining a roadmap for the year 3) Define & refine a backlog of user stories and map it to sprints. Backlog consists of a. Workflow tool – Agent & customer journey, GAM & NGA automation 4)Work with BPI and TQC teams to ensure proper governance within dispute team