Responsible for the overall performance of the CARE Portfolio which consists of 30 Specialists.Mentoring new Team Leaders to enable them to come up the learning curve.Responsible for Goal setting, Performance reviews and development plan for all direct reports.        Responsible for day to day functioning/administrative work including production floor management.Responsible for delivery of all customer and shareholder metrics as per goals.      Work closely with the Risk Management and other stakeholders.                     Manage churn / attrition of team members.           Support CSAT initiatives in enhancing / meeting external metrics.          Strong focus on internal SLAs (Service Level & Aging).                       Conduct weekly Coaching & Feedback sessions for analysts. Provide development opportunities, coaching, and resources.                  Responsible for compliance for all processes and policies.                       Lead and maintain employee satisfaction and morale by using reward / recognition tools available. Consistently and effectively implement the Performance.                       Management Process as a leadership tool to help employees maximize their performance.      Collaborate with capacity management team in forecasting, scheduling and leave planning.         Decision making in critical and day-to-day situations.Project Management.

Lead & Support multiple functions for Global Credit Administration from a Learning Network StandpointLead a team of Instructors and Job content coachesSupport initiatives in enhancing / meeting Shareholder metricsConduct weekly Coaching & Feedback sessions with teams (LS)Partner with Operation for Governance on New Hire PerformanceMonitor LS Delivery through Observation FormsMonitor CCA performance through tollgates review & Partnership with OpsConduct product refreshers & up skilling for LeadersManage attrition of team members & new hiresResponsible for Compliance for all processes and policies.Responsible for day to day functioning / administrative work including production floor managementResponsible for delivery of all customer, shareholder and employee dash board metrics as per goalsConsistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance.Meet regularly with employees to plan their development and evaluate the progress made. Provide development opportunities, coaching, and resources

• Responsible for the overall performance of the Collections Portfolio for Europe, U.K. and Ireland which is a business to business process.• Responsible for Goal setting, Performance reviews and development plan for all direct reports and indirect reports. • Responsible for day to day functioning/administrative work including production floor management.• Responsible for delivery of all customer and shareholder metrics as per goals. • Managing relations with the clients while ensuring delivery of shareholder goals. • Work closely with the hotel performance support team to ensure the stakeholder interest is met. • Manage attrition of team members. • Ensure timely and accurate delivery to the customers to ensure positive feedback on customer surveys. • Strong focus on internal SLAs (DSO & Aging). • Provide development opportunities, coaching, and resources. • Responsible for providing data for internal and external audit. • Ensuring timely reward / recognition to maintain employee satisfaction and morale. • Decision making in critical and day-to-day situations.• Process transition.

Responsible for the overall performance of the Collections Portfolio which consists of 30 Credit Analysts.Mentoring 2 new Team Leaders to enable them to come up the learning curve.Responsible for Goal setting, Performance reviews and development plan for all direct reports.        Responsible for day to day functioning/administrative work including production floor management.Responsible for delivery of all customer and shareholder metrics as per goals.      Work closely with the US Risk Management and other stakeholders.                     Manage churn / attrition of team members.                    Support CSAT initiatives in enhancing / meeting external (TBASS) metrics.          Strong focus on internal SLAs (Service Level & Aging).                       Conduct weekly Coaching & Feedback sessions for analysts. Provide development opportunities, coaching, and resources.                       Responsible for compliance for all processes and policies.                       Lead and maintain employee satisfaction and morale by using reward / recognition tools available. Consistently and effectively implement the Performance.                       Management Process as a leadership tool to help employees maximize their performance.           Collaborate with console in forecasting, scheduling and leave planning.               Decision making in critical and day-to-day situations.Project Management.

An end-to-end role in transactional quality.Looking after Quality aspects of calls. Focus on customer treatment, procedural adherence and compliance.Calibrating calls with vendor partners and SMEs.Conducting trainings on Compliance and improving Customer Experience.Key focus on C-SAT (TBASS), driving Extraordinary service and eliminating Fair and Poor scores.Performance management through coaching and feedback for 27 operations-analysts.Preparing development plans for 3 Quality Analysts.Part of the hiring panel for credit operations.Building relationship with other departments for better coordination.Coordinating with U.S. counterparts via conference calls.Identifying process improvement opportunities for future projects and also for improving CSAT.