Site Lead (Assistant General Manager) (Apr’19 -Present)
CurrentManaging Gross Margins, ownership of entire project E2E from Recruitment,Operations, Process Improvement, Stakeholder Engagement Reviewing existing systems & procedures and designing internal controls/qualityaudit checks for various operational areas for achieving higher operational efficiency,resource rationalization and cost reduction Preparing project plans based on the findings of analysis, recommending changesfor process enhancement & performance improvement in compliance with SLA’sagreed with the clients Managing service operations for rendering and achieving quality services; providingfirst line customer support by answering queries and resolving their issues, ensuringminimum impact on TAT and quality service Determining training needs through quality checks, identifying process gaps &conducting training programs to enhance operational efficiency of the entire team Planning the process effectively with overall responsibility for maintaining variousprocess metrics and strictly adhering to the compliance procedures at all times Holding review meetings to monitor progress of the project as per schedule /budgets, and ensuring timely completion and delivery of the project to the client;extending production support of multiple applications Mapping client requirements for global service delivery projects; effective indeveloping, implementing, migrating and transitioning processes in line withspecified guidelines and agreed SLAs Ascending the Automation Maturity Curve and consulting on product strategy &roadmap; acting as the Transformation Lead for new applications and enhancingexisting applications Transforming the organization model to achieve key business objectives such asenhanced customer focus, seamless end-to-end management and integrated servicecapability
