• Lead and manage multiple concurrent projects utilizing Agile and Waterfall methodologies, including product development, Transitions, and process improvements.• Direct cross-functional teams of up to 15 members, including developers, analysts, designers, and QA specialists, ensuring alignment with project objectives and deadlines.• Implement Agile frameworks (Scrum) to streamline development processes, and accelerating delivery timelines.• Oversee Waterfall projects, ensuring meticulous planning, detailed requirements gathering, and adherence to predefined project phases.• Develop and maintain comprehensive project plans, schedules, and budgets, providing regular updates and reports to stakeholders.• Facilitate daily stand-ups, sprint planning, and retrospectives for Agile projects.• Manage project risks and issues, devising mitigation strategies and contingency plans to ensure successful project outcomes.• Collaborate with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives and client expectations.

• Overseen new transitions in F&A vertical and making interventions to improve process & resolve escalations• Training client on Sutherland tools which are to be implemented in transitioned process• Conducting due diligence with client, Creating Learning plan, arranging weekly calls to track project progress, Support Ops in interview process• Conduct new hire training’s , Create/review SOP’s ,facilitate new hires with IT requirements before Go-Live • Intervene in daily operations in case of major escalations and provide RCA to clients• Intervene in daily operations to conduct quality audits to improve quality and identify process improvements• Supported operations as acting manager in the absence of operations manager

• Managed BAU Operations(PTP – GFR) with a team of 16 members overseeing Invoice processing , Vendor reconciliation, Query resolution, Helpdesk• Managed end to end lifecycle of all Projects of the program and handled all escalations received across PTP tower • Created project documents – Business case , Project charter , Project management plan , Project schedule , Budget , resource plan , Risk log , Issue log• Conducted trainings , created SOPs/user guide’s , Performed data analysis ,managed UAT testings , • Managed all escalations and ensure they are closed within 24hrs timeline. Identified root cause and made sure necessary controls are in place

Ensured 98% POT on assigned vendors and maintained the accounts with zero escalations• Handled Helpdesk queries and helped the team in auditing 10,000 emails in a span of one week• Handled AMC role i.e., Invoice processing, query log, Helpdesk, Reconciliations, reporting

PTP Helpdesk and reporting

Key Responsibilities:☛ Identified and assessed customers’ requirement to achieve satisfaction☛ Answered product, service questions and kept records of customer interactions☛ Provided accurate, valid and complete information by using the right methods / tools☛ Developed sustainable relationships of trust through open and interactive communication☛ Handled complaints, provided appropriate solutions and alternatives within the time limits