Malathi Hariharan

Customer Service,Service Quality and Process Audits
Drafting, assessing, and monitoring SOPs, SLAs, and manuals.
Developing strategies to meet performance indicators like TAT, RCA, NPS, and CSAT, while devising plans for continuous enhancement.
Heading the Internal Audit initiative, encompassing sampling tactics, crafting audit checklists, and conducting process audits.
Offering assistance in sales endeavours by promoting upselling, cross selling, and tracking performance.

People management [ Operations / Human Resources ]
overseeing and guiding teams in Service Operations, which involves creating procedures and service benchmarks.
Working closely with HR in critical areas such as Manpower Planning, Recruitment, and Monitoring Employee Performance.
Formulating training blueprints in collaboration with L&D to elevate team effectiveness and evaluating training modules.
Establishing and assessing performance measurement frameworks KPIs/KRAs/OKRs/Goals/WIGs/PIPs for the team, e