Adjmal Moniaruch

. Ensured the roster was made in a way to have the right headcount, factoring in the unplanned leaves.

. I have been the main person to support with background monitoring when a chatbot went live, changing the landscape of operations.

. Brought in 40+ improvement ideas within 12 months.

. Produced daily metrics to the team to help them understand where we stand, and recommended insights on the next steps to progressively improve.

. Attrition stood at a massive 70% when I joined, and therefore I introduced some ideas regarding retention there.

. I identified many opportunities to develop the reporting tool further in order for it to provide for specific figures that were more meaningful and helped to have an enhanced control.

. I have been driving the specific metrics required to run performance appraisals.

. I have also been suggesting the Headcounts we need to have to meet anticipated incoming volumes.

. I have been able to build integrity across all stakeholders within the first few months I was onboarded, and currently stand at the heart of the operations, as I need to be consulted before any decisions are being made.

. KPIs are communicated to the Team Leaders on a Daily and weekly basis so the can drive the necessary conversations to their agents.

. I also designed and established a live dashboard so the Team Leaders could find the team and individual performances live at any moment of the day.

• Effective Management of a team of 65 Team Members, dealing with interpretation of Policies to regulate contents as Compliant or non-Compliant, including four Team Leaders, four Quality Assurances and one trainer.
• Grew a Team from 7 Team Members to 75, in seven months, by showing consistency in the outputs to the client, and keeping Mauritius (as a location) visible on the Growth opportunity.
• Offshore Industry knowhow - Client Interface and dealings.
• Special Training and Coaching to four Team Leads on the Team to ramp them up in time for to run the Performance appraisal for the Team members.
• Delivered Training to 3000+ Employees across connects to different Groups with regards to GDPR & Information Security.
• Conducted 70+ Interviews to screen potential Candidates for Recruitment. Attrition has been maintained at 7% average across two years.
• Participated in three Job fairs for Accenture held at three major shopping malls and Coordinated the Language Assessment Team on one of them, to ensure the high influx of Candidates was being properly managed.
• Represented the Accenture Brand on DefiMedia.
• Daily Meetings with Other Managers to align on Priorities for the day and Task allocation, as we collaborated across other departments.
• Weekly Business Reporting to the Clients to demonstrate the Team's Metrics Evolution compared to the Service Level Agreement.
• Daily use of Excel/Powerpoint/Work/SAP/Looker Tool
• Weekly Preparation of Presentation Slides for management Meetings, providing project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
• Investigated and addressed People Issues, together with the HR Team, including proposal for warning or terminations, or confirmations, based on individual performances.
• Successfully implemented a seat planning across a Floor of 183 Seats, to be used by 240 Team Members across a Hybrid Office attendance, that worked consistently.
• Roster Management - Prepared the Roster for work each quarterly, across three shifts per day and across numerous skill sets.
• Collaborated with all International Accenture partners in meeting the Client SLAs as well as internal KPIs, through consistent communication and ensuring adherence to agreed components.
• Have been the point of contact and communication between the onshore and offshore Delivery Centres.
• Roster Management of 55 agents, planning as well Public Holiday and Weekend work, on unplanned events resulting from Heavy Rain or cyclone warnings issued by the Mauritius Meteorological Services.
• Approved Leaves, and Total working hours, for the Team while ensuring it is properly logged on the internal Tool.
• Presented Cases of promotions during end of year Performance Appraisal connects.
• Based on the Integrity acquired and Credibility built across years, have been the contact person for the Team of 240 Team members when it comes to the Building's Maintenance Team, the IT Maintenance Team, the HR Team, and the Security Team, on top of the Operational side of Managing the Team.
• Identified the requirement to appointment of 1 Trainer in Mauritius and presented the business case The latter eventually went on to train over 70 Team members both Locally and Globally.
• Validated results and performed quality assurance to assess accuracy of data.
• Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions, and eventually identify improvement areas.
• I have lead a CSR project, ensuring the budget was accurate for items plans to be donated and ensuring we had the right team size to proceed with the project without impacting deliverables and promoted the accenture brand by helping 15 needed families in a specific part of Dubreuil.
• As part of the growth within Accenture since joining in 2010, I have also been an agent in the customer services department for two years dealing with customers over calls and emails and operating within KPIs such as call wait time, ring time, handling time, Wrap time, amongst others. I have also been an agent and eventually a Team Leader in the invoice processing sector across nine years ensuring SLAs were being met in terms of deadlines to validate invoices and process them to payment within their specific complexities, and ensuring the accuracy was above 98%.

• Awarded best Advisor in Mauritius in 2022, out of 200+ advisors, assessed on quality and volume of services delivered.
• Ensured tactical, informative, and convincing communication was entertained with clients to help them understand their needs and how products were important to them, after comfortably asking them the right questions.
• Record keeping of Portfolio.
• Sales analysis to identify peak months.
• Thorough follow ups with the Motor and Health departments to ensure repairs/claims are being actioned in time.
• Follow ups with customers to ensure expiring contracts are being renewed in time.
• Filing of EDD, KYC and Customer Due Diligence forms to mitigate the risks of accepting funds source from money laundering.
• Understanding of the CDD Verification procedures mandated by the FSC Handbook.
• Onboarding of Client Process – [SDD/CDD/EDD depending on client type and risks involved] for ensuring that same is within the risk appetite.

. Manager to a dynamic team of Kitchen personals, Customer services, and delivery riders.

. Ensured daily calculated labour cost were in line with the sales target, and reduced hours of work and increased them daily to meet the demand.

. Presentation of figures across branches to demonstrate how we were operating comparatively, explaining the challenges and proposing solutions.

. Daily control of stocks, to ensure we had the counted products for the next day, and the next week. Else ordered either as urgent from the closest branch or from the usual suppliers.

. Proceeded with sanitary checks on the products daily to ensure all consumables were with the edibility dates and therefore safe for consumption on the intended date of sale.

. KPIs were measured in terms of handling time for orders, preparations time, despatch time and delivery time.