Provide direction and guidance to cross-functional teams, ensuring adherence to Agile and Safe methodologies. Defined strategy for Rs. 330 Mn program budget for IVR and ACD solutions. Saved Rs. 12 Cr/year by helping build in-house outbound calling solutions. Managing 5+ SCRUM teams of large-scale B2C projects with cross-functional teams. Collaborated with engineering leaders to scope and track program deliverables, achieving a 95% on-time completion rate.

- Collaborate with the leadership team to develop and execute strategic projects and initiatives across the organization.- Provide direction and guidance to cross-functional teams, ensuring adherence to Agile and Safe methodologies.- Drive process improvement initiatives and develop best practices for project management and delivery.Develop and manage project budgets and resources to ensure successful project delivery.Identify and mitigate project risks, including dependencies, issues, and conflicts.- Facilitate Agile ceremonies and ceremonies specific to Safe, including daily stand-ups, sprint planning, and PI planning.- Manage project plans, timelines, and schedules, ensuring that deliverables are met on-time and within budget.- Communicate with stakeholders and team members to ensure project objectives are understood and met.- Mentor and coach team members in Agile and Safe methodologies, including continuous improvement.

Heading operation for acquisition of airtel broadband

Creating product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROIResponsible for the life cycle of the product, ensuring that everyone is following the product roadmap and that features are being released on time and are of a high quality.Overseeing development, testing, and deployment to ensure product adherence to original specifications and successful deploymentWorking on different products like decision tree, single screen application, BOTs thus ensuring superlative experience to internal and external customers.

• Result oriented customer service professional with ten years’ expertise in all outsourcing facets of specific business processes and functions intended to improve business performance and profitability in a growth-focused organization.• Sufficient experience in managing entire process operations with an aim to accomplish corporate plans & goals successfully.• Researching performance: Identifies successful processes, loopholes and malfunctioning operations.• Operations Management focusing on maximizing customer satisfaction, process compliance, etc. • Abilities in coordinating with internal/external groups for running successful business operations and experience of implementing procedures and service standards for business excellence.• Adroit in ensuring delivery of high quality services to support business needs & achieving continued high customer satisfaction.• Prudent, disciplined & self-motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management and customer relationship management

Supervising and Managing the Quality team which takes care of the quality audits for all outsourced partners of the company.Defining and establishing the overall quality strategy and approaching to determine, investigate, and resolve quality issues.Utilizing profiling, quality tools and various data sources in order to determine causes of quality issues.Establishing an on-going process to maintain quality data and defining quality audit processes.Identifying and leveraging opportunities to improve the quality management processes, systems, and standards.Working closely with partners and internal business units to resolve any quality issues.Recommending modifications and changes, if any, to the appropriate departments.To prepare and analyze internal and external quality reports.Work with cross-functional teams and interact with all levels.Liaison with Projects Team during migration of new businesses and projects.Ongoing analysis & correlation of Audit scores and CSAT scores and suggest changes / modifications in the evaluation forms and guidelines.Developed and provided data and quality review to senior management team.

Responsible for the TAT adherence of the closure of complaints received from various touch points.Ensuring that the CSAT score of the company improves and remains above target.Provided end-to-end closure of problems- Determining problem and providing resolutions on all aspects.Interacted with managers and senior managers for solving sensitive customer service issues.Worked as a backup TL as & when required. Formulate operational roasters, ensure schedule adherence, plot OTs when required, minimize break defects, maintain the SLAs, motivate associates, enhance team performance.Introduced training programs that enhanced employee performance and helped build a motivated workforce.