Worked with Genpact as Operations Manager, handling a team of 44 people including AM, TM, QC and Trainers in one of the Top 5 Canadian Banks for Branch General Ledger Reconciliation. My profile includes client Management, People Management, Operations Management.Awarded with Gold Award in 2017 - Q1 for outstanding performance. Has contributed various process improvement ideas related to Automation as well as accuracy improvement. 7 ideas already completed and implemented.

Assistant Manager - Handling processes related to US Mortgage - Default Servicing

Order Management/ Performance ManagementOverseeing Reporting & Analytics team involving Performance Reporting, Dashboard Reporting, Scorecards to help management for decision support - Order Management Process.Administering a team of 17 Reporting Managing and ensuring all regular & Ad-hoc reports are published on time as per agreed SLA.Assigning daily ad-hoc reports and analysis to the team members. Responsible for the performance development of my team members and provide regular feedback.Defining service standards and guidelines that serve as benchmark for excellent customer service.Setting up targets, SOP & SLA for smooth running of the process.Supervise team meetings & responsible for ongoing co-ordination and communication with the stakeholders.Complete performance management processes with team as per agreed cycle & appraising them against the set goals.Draft and discuss personal development with the team members.Handling various reports at process level, eg:- Monthly Stack Rank preparation/validation, Yearly ratings preparation, Process MIS, Process Time entry details, Managing Process level access revocation requests etc

Successfully migrated the process from Client end to the Offshore. Helped process to come up to the learning curve in a short spanHandled all the 3 aspects of the process, Ops, Training and Transaction Monitoring including the call quality as wellAwarded as the best team leader of Quarter.Ensuring regular interaction with the client including the quality/production call and calibration calls.Preparing Process level Dashboards and Stack RankerOne on Ones and Yearly/Half Yearly Performance Review

Handling a team under the supervision of an Assistant ManagerWorked as process coach.SPOC for delivering the client updates to the various teams on the floor.Recognized as one of the best employees in the process.Received appreciation at various levels of the organization.Recognized as Top talent in the organization.