Spearheaded a strategic process improvement initiative that led to a 20% increase in operational efficiency within the first year.Implemented a new KPI tracking system, enhancing decision-making processes with actionable insights.Managed operational effectiveness, including compliance, root cause analysis, and internal communications.Collaborated with U.S.-India counterparts to address client queries and ensure effective resolution.Mentored and developed L3 DART Associates for advanced roles and domain expertise.

Holiday Roles are opportunities for top contributors to demonstrate performance and leadership principles in a role scoped at higher level. Based on my performance I was chosen for this role.My responsibilities as a Holiday Team Manager included -• Handle and develop a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team. • Carry out managerial responsibilities in accordance with company’s policies and procedures in planning and assigning work, rewarding and reviewing employee’s performance, and effective conflict resolution techniques.• Develop the communication products (presentation, overviews, reports, project summaries, illustration etc.) for business reviews and reporting purpose.• Lead and motivate associates through 1:1s, behavioral and customer handling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals• Represent the Voice of the Customer during Gemba walks, participate in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems• Ensure schedule adherence, workflow accuracy and team productivity goals are met and that administrative tasks (time keeping and payroll inputs) are accurate and on time.• Regular monitoring, coaching and timely feedback to help the associates improve their efficiency and meet their targets• Build and Implement SOP’s , Managing workflow and day to day operations• Preparing operations performance reports by collecting, analyzing, and summarizing data and trends.