Description
v Customer Obsession:
Believe in starting with the customer and work backwards. Then work vigorously to earn and keep customer trust. Although pay attention to competitors, but obsess over customers.
v Ownership:
Display ownership by thinking long term and don’t sacrifice long-term value for short term results. Always act on behalf of the entire company, beyond just my own team. Believe in never say “that’s not my job.”
v Dive Deep:
Always operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath.
v Invent and Simplify:
Expect and require innovation and invention from the team and always find ways to simplify. Being externally aware, look for new ideas from everywhere, and are not limited by “not invented here.” As we do new things, we accept that we may be misunderstood for long periods of time.
v Insist on the Highest Standards:
Always have relentlessly high standards – many people may think these standards are unreasonably high. Being able to continually raising the bar and drive the team to deliver high quality products, services and processes. Also ensure that defects do not get sent down the line and that problems are fixed so they stay fixed.
v Bias for Action :
Speed matters in business. Many decisions and actions are reversible and do not need extensive study. Believe and value calculated risk taking.
v Learn and Be Curious:
Always believe its DAY1 and are never done learning and always seek to improve oneself. Always curious about new possibilities and act to explore them.
v Earn Trust:
Active and attentive listening, speaking candidly, and treat others respectfully. Being vocally self-critical, even when doing so is awkward or embarrassing. Do not believe that oneself or the team’s body odor smells of perfume. Benchmark oneself and the team against the best.
v Have Backbone; Disagree and Commit:
Obligated to respectfully challenge decisions when their is disagreement, even when doing so is uncomfortable or exhausting. Have conviction and tenacity. Donot compromise for the sake of social cohesion. Once a decision is determined, will commit wholly.
v Deliver Results:
Always focus on the key inputs for the business and deliver them with the right quality and in a timely fashion. Despite setbacks, will rise to the occasion and never settle.
RESPONSIBILITIES :
CUSTOMER FOCUS:
Creating an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience. Which also probes into customer feedback and data; using this input to drive continuous improvement. Skillfully align and integrate organizational processes with those of customers, leading to substantial improvements in service.
PEOPLE MANAGEMENT:
DECISION QUALITY:
Consistently driving workable decisions to ensure steady progress while also ensuring that multiple alternatives are considered for critical issues. Ensuring that people internalize policies and standards and accept full responsibility for their decisions. Swiftly collect and synthesize multiple inputs and other expertise in order to make optimal decisions.
DRIVE PERFORMANCE:
Creating a result-focused team atmosphere; ensuring that people engage in productive behaviors and don’t settle for poor performance. Ensuring that team push through setbacks and obstacles, creating a feeling of energy and an emphasis on excellence, even in very difficult times. Consistently delivering excellent results through the team; establishing a superior track record.
ENSURE ACCOUNTABILITY:
Consistently accept responsibility for the successes and failures of own work and the team’s work. Fostering an environment in which the team holds each other accountable for always delivering on workgroup goals as well as adhering to all policies and procedures. Give close attention to metrics and milestones to chart progress, quickly identifying gaps and redirecting efforts accordingly. Design feedback loops that enable the team to quickly gather and learn from stakeholder feedback as the work unfolds.
DEVELOP TALENT:
Build a long-term succession plan for key roles and proactively create opportunities to coach and mentor talent. Actively pursues opportunities that expand own expertise and skills and motivates the team to continuously learn and develop. Recommend developmental activities that make substantial contribution to people’s growth while pursuing challenging assignments and taking charge of initiatives that will broaden own capabilities and enhance career success. Carefully align development plans and career aspirations with the goals and values of the organization; pursue ways to both enhance skills and advance organizational strategy.
DRIVE ENGAGEMENT:
Ensure that people receive visibility for their successes and finds multiple ways to ensure that efforts are rewarded. Create a highly motivating atmosphere in which many different people feel energized and enthusiastic about achieving common goals. Trust the team to make decisions and empower them to make significant contributions. Regularly take opportunities to celebrate efforts, progress, and everyday wins so that people feel inspired to push ahead.
ORGANISATIONAL EXPERIENCE
November 2016 to Present: Senior Human Resource Associate LEVEL3 – Amazon.com
December 2014 to November 2016: Senior Sales Associate I – Specialist in Convergys
December 2013 to November 2014 : Firstsource as Senior Customer Service Associate
November 2012 to October 2013: AEGIS ltd as Senior Executive – operations.
July 1997 to October 2012: Worked with Bijoya’s Hospitality (P) Ltd as Senior Accountant.
