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Ankush Pandita joined Springworks remotely in October, 2020 as an Operations Specialist for our SpringVerify team. Before Springworks, he worked in a client servicing role for a background verification company.
At Springworks, he deals with all issues concerning cases that are placed by our clients. This includes contacting the client to obtain missing or incorrect information and resolving any inconsistencies with requests from our clients.
He also performs functions in other departments to assist in completing background reports including process individual searches, special research, reviewing final reports, and anything that will assist the overall goal of the organization.
Let’s dive into it right away and take a peek into the life of an Operations Specialist!
Tell me a little about your job role at Springworks and what you do on a day-to-day basis.
My role ranges from initiating the cases, following up on the previous and aging cases, monitoring & tracking late search requests. I’m also involved in resolving issues with requests from our clients.
This means I have to maintain our turnaround time, monitor all late search requests, provide status and ETA’s for our clients and follow up on all late requests until they are complete.
How do you ensure that your daily duties are performed accurately and in a timely manner?
As soon as I get to work, I record the tasks I need to complete and list them in order of highest to lowest priority based on the due dates. This helps me manage my workflow and keeps me on track with what I need to get done for that day.
My daily task list helps me manage a steady workflow, but I understand that priorities can shift unexpectedly. Knowing this, I try to limit the number of daily tasks and save time in the event that I need to make adjustments for any changes to my daily workload.
How do you monitor daily operations and ensure that concerns and problems are dealt efficiently?
By taking a good look at the areas where the business can improve. Brainstorming solutions for these issues and putting the ones you think will work best into action. I consult colleagues and seniors in my industry to see how they handle similar problems.
Once I fix current problems, I set up a strategy for managing issues. I keep a journal of things I notice and set deadlines for resolving them. This is how I deal with the concerns and problems efficiently.
Can you give an example of how you have improved processes and procedures to increase efficiency?
When I joined SpringVerify & realized that we have to make manual calls, I suggested the team to maintain an IVR system. A well-designed menu with the pickable options for the customers, where they can use their wit and interests to go for a suitable choice, gives a sense of involvement with the services.
The IVR provides a platform to engage with customers in real-time.
Doing this helped us in making a promising customer engagement platform for our business services.
Are there any challenges in your job? If so, how do you handle them?
Backend operations in the employee background verification process is a challenge in my job. Tasks like initiating the cases, keeping a track of them, raising the tickets and using 5-6 portals at the same time are difficult to get a hold of. Working on multiple things simultaneously tends to get you into making silly mistakes, sometimes.
However, I try to learn from those mistakes and do better the next time.
Walk us through a day in the life of Ankush!
- Wake up at 9.15 am
- Team standup at 9.45 am
- Work from 10 am- 1 pm
- Lunch break
- Watch YouTube videos during breaks
- Work till 6.30 pm
- Take a walk
- Get done with the work till 8 pm
- Have dinner
- Spend some time with family.
- Talk to friends
- Head to sleep
Tell me a little bit about your life outside of work…What are your hobbies outside of work?
I like playing video games- PubG and Playstation. I also enjoy driving so much that I drive 100 km every weekend from Faridabad to Rajasthan to meet my friends there.
What is the Springworks team like?
I joined Springworks remotely. It was fun to get to know the team members through a video call, hear about their backgrounds and their quarantine lifestyles, and how they look forward to working on our projects together.
We are around 14 people in the operations team and everyone is there to help each other at all times. Seniors are approachable and always there for the team members to show their guidance.