• Responsible for leading operations across multiple delivery sites covering the following service lines - Banking, Mortgage, Anti Money Laundering, Fraud & Complaints and Customer Asset Management• Proactive identification of risk and control weaknesses; support the annual group and statutory audits per standards and agreed upon dates• Conducting ongoing review of business processes to evaluate Supervisory Effectiveness and providing feedback to units• Maintaining close… Show more • Responsible for leading operations across multiple delivery sites covering the following service lines - Banking, Mortgage, Anti Money Laundering, Fraud & Complaints and Customer Asset Management• Proactive identification of risk and control weaknesses; support the annual group and statutory audits per standards and agreed upon dates• Conducting ongoing review of business processes to evaluate Supervisory Effectiveness and providing feedback to units• Maintaining close relationships with customers and ensuring prompt responsiveness to their needs and acting as an escalation gate for speedy resolution of performance problems• Driving the Service Excellence agenda across all teams and ensure timely completion of Six Sigma projects• Efficient billing and invoice management including measurement of productivity benefit and closing on the annual enterprise discount provided to all the business units• Responsible for timely submission of compliance requirements and closure of open audit (internal/ external) items• Suggesting recommendations to improve systems and procedures, and initiating corrective action Show less

Growth Path: Joined as Assistant Manager, promoted as Manager in Mar’10 and then Senior Manager in Sep’13• Led the team of 3 Managers, 4 Assistant Managers and 2 Management Trainees with an overall span of 187 FTEs; working on Customer Experience, Operational Risk and Audits • Managed service delivery for a major Australian Bank for the following product lines: o Credit Cards (Originations/Maintenance) – Application verification focusing on continuously reducing the Time to Open… Show more Growth Path: Joined as Assistant Manager, promoted as Manager in Mar’10 and then Senior Manager in Sep’13• Led the team of 3 Managers, 4 Assistant Managers and 2 Management Trainees with an overall span of 187 FTEs; working on Customer Experience, Operational Risk and Audits • Managed service delivery for a major Australian Bank for the following product lines: o Credit Cards (Originations/Maintenance) – Application verification focusing on continuously reducing the Time to Open Metric and handling a maintenance team for servicing 41 types of credit card enquiries o Personal Loans - Verification of income, assets & other documents, completing loan contracts and disbursement o Fulfilment Services - Support services for Debit Cards/ Credit Cards and After-Hours Banking o Customer Service - E-Mail Based customer service supporting products from Accounts to Mortgages o Institutional Banking and Custodian Services (R2R)  o Merchant Onboarding/ Maintenance - Setting-up merchants and granting access for enterprise services, modification of access levels and granting/ revoking services  o Custodian Services (Record to Report) - Analysis of portfolios and providing a detailed report to the customers • Skillfully maintained strong customer connect for zero surprise operations, customer satisfaction and business growth • Ensured 100% compliance/ data security adherence with ZERO incident detected or reported – by client or internal functions • Responsible for Business Continuity Management for 900+ FTEs business; managing BC Plans, organizing quarterly BC audits, reporting results with stakeholders and representing business in all audits • Responsible for monthly invoice generation for all processes through Centralized Billing System • Managed Contract Documents (Statement of Works/ Change Orders) Generation, Execution and Tracking • Managed Seat Utilization for the business; improved the metric from 1.15 to 1.44 over the period of 9 years Show less

• Led a team of 4 Team Leaders managing customer service operations, performing audits and quality initiatives • Providing support to the customer support division for all the outsourced processes • Ensuring meeting of call center operational standards by contributing information to strategic plans and reviews • Initiated a project in Nov’05 to measure the customer satisfaction level. Created a team of 15 best professionals from the floor who conducted CSAT surveys on randomly… Show more • Led a team of 4 Team Leaders managing customer service operations, performing audits and quality initiatives • Providing support to the customer support division for all the outsourced processes • Ensuring meeting of call center operational standards by contributing information to strategic plans and reviews • Initiated a project in Nov’05 to measure the customer satisfaction level. Created a team of 15 best professionals from the floor who conducted CSAT surveys on randomly picked up customers; the same process was later adopted by all functional units as a framework to identify and improve bottom outliers • Managed additional responsibilities as: o “MIS Lead” and the corporate MIS team o “Mentor” for the network engineers’ team to provide them guidance & resolve critical technical issues • To motivate employees, declared multiple awards at the team level which were given for categories like highest number of calls, highest login hours, lowest AHT, best customer satisfaction score; Supported the team & helped team members to attain award such as The Star of the Month • Introduced training programs to improve soft skills, process knowledge for the team members; Always aimed at reducing learning curve without compromising the quality of resources • Designed a program under which all team members got a chance to act as Buddy Team Leaders to learn team management and operational skills. This program was linked to Team Leader Assessment and team members scoring well in this program were given additional weightage Show less

• Handled a team of 16 personnel for rendering technical assistance to US customers of DELL Inc.• The team secured the First Position in the ARR Score in Q1 of 2005• The team successfully met all the performance parameters specified by DELL from time to time• Managed the responsibility to train new Technicians in Transition for the floor as Batch Lead• Acted as SPOC for Ownership / Repeat Dispatch Rate Control Modules for the process; Commodity Council program at EXL in… Show more • Handled a team of 16 personnel for rendering technical assistance to US customers of DELL Inc.• The team secured the First Position in the ARR Score in Q1 of 2005• The team successfully met all the performance parameters specified by DELL from time to time• Managed the responsibility to train new Technicians in Transition for the floor as Batch Lead• Acted as SPOC for Ownership / Repeat Dispatch Rate Control Modules for the process; Commodity Council program at EXL in conjunction with DELL as an additional responsibility• Conducted training programmes on Windows Operating System Family, Video Adapters, Sound Cards, Network Adapters, Modems and software like Norton Internet Security etc.• Trained the floor on a new software CDS for outbound calls Show less

• Managed responsibilities including Systems Administration and Lab Operations across assignments.• Led a team of 20 Techs in all the shifts for Systems Administration.• Conducted training on Java 2, MSDE and HTML to 20 faculty members at the School for Employees Education & Development (SEED), a segment of NIIT Ltd. at New Delhi as Guest Faculty in 2001• Training on MS Windows Family and MS Office 2000 to 14 State Bank of India employees at the NIIT, Ajmer Centre in 2002.•… Show more • Managed responsibilities including Systems Administration and Lab Operations across assignments.• Led a team of 20 Techs in all the shifts for Systems Administration.• Conducted training on Java 2, MSDE and HTML to 20 faculty members at the School for Employees Education & Development (SEED), a segment of NIIT Ltd. at New Delhi as Guest Faculty in 2001• Training on MS Windows Family and MS Office 2000 to 14 State Bank of India employees at the NIIT, Ajmer Centre in 2002.• Oversaw maintenance of Network Servers (Windows 2000 and Linux 7.1 Servers); Microsoft IIS 5.0 based services and other network wide services like DHCP etc.• Also handled framework planning, MIS, data analysis and documentation.• Introduced Internet Connection Sharing for availability of Internet facility in all the Labs Show less