Senior CS leader driving the captive unit to deliver on various experience for our customers across the globe delivering risk validations / account reviews. This includes focus on balancing productivity / experience for both PayPal customers & working on multiple projects related to process improvements to focus on getting it right the first time. In my role I handle; Investigations & Regulatory for NA / UK markets around all local nuances and compliances of the markets… Show more Senior CS leader driving the captive unit to deliver on various experience for our customers across the globe delivering risk validations / account reviews. This includes focus on balancing productivity / experience for both PayPal customers & working on multiple projects related to process improvements to focus on getting it right the first time. In my role I handle; Investigations & Regulatory for NA / UK markets around all local nuances and compliances of the markets Lead for Global Social Customer careLead for India CS business (Merchants & Cross border) payments Site Engagement Lead to drive employee engagementExecutive committee member for Site Community team Show less

• Customer Service & Technical Support for Samsung India• Service Delivery / Site Lead for Operations, quality & Training• Delivery of NPS / CSAT across various Digital (WhatsApp, WebChat & EMail) / Voice Channels for B2C & Enterprise Customers. • P&L management. • Farming for new business and relationship management

Setting up Indian Division of parent organisation within the regulatory frameworkDefining the Org Structure & working with IT teams based in HK & Beijing to automate business processes around NPALed & delivered projects for Debt Management & Customer Satisfaction - (NPS improvement) for parent company in BeijingLed & delivered project for a FinTech client in Jakarta, TunaiKita on CX Transformation & Lifecycle managementDue - Diligence for acquiring a NPA consolidation… Show more Setting up Indian Division of parent organisation within the regulatory frameworkDefining the Org Structure & working with IT teams based in HK & Beijing to automate business processes around NPALed & delivered projects for Debt Management & Customer Satisfaction - (NPS improvement) for parent company in BeijingLed & delivered project for a FinTech client in Jakarta, TunaiKita on CX Transformation & Lifecycle managementDue - Diligence for acquiring a NPA consolidation organisation, P.T. Adi Dana Prakasa in JKT & setting up new offices & separate organisation structure post takeover Show less

Managing Customer Engagement / Customer RetentionLed ORM / Customer Service Operations for all lending productsResponsible for NPS & Third party audits for the sameHead of Tele-Sales Operations for all strategic alliances & third party integrationsRFP/RFQ & Operations Management for outsourcing KYC/CPA / CPV / RCU services across secured & unsecured lendingAutomation of Business Processes leading to faster loan disbursement cycles including backend flow integrations with… Show more Managing Customer Engagement / Customer RetentionLed ORM / Customer Service Operations for all lending productsResponsible for NPS & Third party audits for the sameHead of Tele-Sales Operations for all strategic alliances & third party integrationsRFP/RFQ & Operations Management for outsourcing KYC/CPA / CPV / RCU services across secured & unsecured lendingAutomation of Business Processes leading to faster loan disbursement cycles including backend flow integrations with PAN/Aadhar/Banking databasesDefining SOP & Workflows for all types of loan products & monitoring their efficiencySet-up EMI Management Team & RMU for holding collaterals against secured lending Show less

Country Head for India for Amazon Project of various geographiesHandling a revenue stream of $50 Million USDLed management reviews every quarter with Senior Management of Amazon for India BusinessLed a span of 5500+ strong customer service & Technical support teams across Chennai, Kochi & Mumbai delivery centresBCP Management & Execution for continued delivery, have managed 3 BCP situations in Chennai site with minimal disruption to servicesEnsuring Margin delivery basis the… Show more Country Head for India for Amazon Project of various geographiesHandling a revenue stream of $50 Million USDLed management reviews every quarter with Senior Management of Amazon for India BusinessLed a span of 5500+ strong customer service & Technical support teams across Chennai, Kochi & Mumbai delivery centresBCP Management & Execution for continued delivery, have managed 3 BCP situations in Chennai site with minimal disruption to servicesEnsuring Margin delivery basis the planned budget & plan to increase revenue & reduce cost through P&L analysisClient Relationship Management with all stakeholders across geographiesFarming for New Business across AmazonDesigned and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility Show less

Head of Shared Service Operations & Delivery across Digital Search, Ecommerce & Marketplace, Wallets, Grocery verticals. Primarily responsible for building the Experience and Products for driving monetization of voice services driving growth and stability. Led the team of more than 2500 FTE across multiple geographies across India, by multiple front end & backend processes. Key Responsibilities Included: Change Management of transforming Yellow Pages Sales team to selling… Show more Head of Shared Service Operations & Delivery across Digital Search, Ecommerce & Marketplace, Wallets, Grocery verticals. Primarily responsible for building the Experience and Products for driving monetization of voice services driving growth and stability. Led the team of more than 2500 FTE across multiple geographies across India, by multiple front end & backend processes. Key Responsibilities Included: Change Management of transforming Yellow Pages Sales team to selling Digital ListingsHead of Customer Service & Quality (Digital Listing, Ecommerce & Hyperlocal) & Tele-Sales Operations (Digital Listing) for India & MalayisaRFP/RFQ & Operations management (BPO/ITES services) across 9 sites India & 3 sites in Malaysia with various outsourced partnersSetting up Cloud Telephony architecture with Tata Communications to Interlink all sites for effective BCP Management & 99.99% uptime of service deliveryLed teams for Seller Acquisition & collaborated with IT to create 'DIY' automated portal for Sellers to manage their entire partnership with AskMeMapping & merging CRM across various verticals of Group to create a seamless experience for customers & have meaningful insights around customer profilingP&L responsibility of INR 4Cr by re-selling SMS & Email Marketing packages to SME customersProvided leadership vision, direction, development and maintenance of multiple complex and high priority outsourcing & offshoring contracts between company and business partners, vendors and suppliersPartnered with category managers to identify and execute on sales trends and brand initiatives to build top-line revenue Show less

Allianz Global Assistance which started its operations in India in September 2007 as Mondial Assistance. Allianz Global Assistance in India currently provides Automotive Assistance (works with all major brands in India), Customer Service Solutions, CRM Services, Travel Insurance and Claims Management for all types of Insurance products. Being a part of the set-up team for the organization, i have been involved in the management of: Captive Centre set-up & Operations… Show more Allianz Global Assistance which started its operations in India in September 2007 as Mondial Assistance. Allianz Global Assistance in India currently provides Automotive Assistance (works with all major brands in India), Customer Service Solutions, CRM Services, Travel Insurance and Claims Management for all types of Insurance products. Being a part of the set-up team for the organization, i have been involved in the management of: Captive Centre set-up & Operations Management for Roadside Assistance & Motor Insurance verticalsCRM Head for India Geography for roll out of all CRM versions & Beta Testing for Operational workflowsSales Management for Travel Insurance product & Claims ManagementShared Service set-up for Travel Claims / Travel Medical Management for Asia-Pacific countriesOperational / Client Relationship Management with various stakeholdersWorking with Asia-Pacific underwriting teams for product launches across various verticalsAutomation & collaborating with Third party of GPS implementation and workflow management for better operational efficiencyAutomation for Invoice Management of all Network Franchisee across IndiaManagement of all SOPs & workflows across all business verticals Show less

BPO Professional - Handled 500+ FTE across customer service (Voice, Chat & Email). Was the MR for ISO Certification for the organisation.Leading US Based Retail Chain:• Customer was one of the leading Retail Chain in US.• Managed outsourced customer service call centre business• Operated as the Manager and led a 500+ FTE business across all work streams such as operations, training and quality.Leading UK based Insurance company:• Customer was a leading insurance… Show more BPO Professional - Handled 500+ FTE across customer service (Voice, Chat & Email). Was the MR for ISO Certification for the organisation.Leading US Based Retail Chain:• Customer was one of the leading Retail Chain in US.• Managed outsourced customer service call centre business• Operated as the Manager and led a 500+ FTE business across all work streams such as operations, training and quality.Leading UK based Insurance company:• Customer was a leading insurance provider in the UK, owned by the Centrica Group• Operated as SME, Team Leader selling insurance to UK customers and achieve the conversion targets. Show less

UK based sales process, key delivery to make value proposition of the telecom package being sold to the customer.