Managing 18+ people. Managing Operations and IT services for Pan India. Resolve operational & IT problems within the defined schedules and service level agreements. • Assign tickets within the team and actively focus of assigned tickets to user and insure all the tickets resolved as per the TAT.• Analyze root causes of operational and IT malfunctions and provide resolutions.• Managing the training, organization, scheduling, and task assignment for auditing staff.• Conducting, managing, and overseeing external and internal audits.• Analyzing potential risks within the company and its practices to avoid possible compliance issues.• Analyzing existing compliance records and making all necessary updates.• Compiling reports on the results of external and internal audits and presenting these reports to the relevant supervisors and department heads.• Creating dashboard and maintain the data for IT and Operation team for Pan India.• Recommend process improvements to improve operational and IT efficiency and cost-effectiveness.• Used critical thinking to break down problems, evaluate solutions and make decisions.• Assist in budget preparation and resource allocation for support services.• Maintain daily logs of operational issues and maintenance activities.• Extracting data from primary and secondary sources and removing corrupted data.• Ensuring that the data is accurate and high-quality.• Developing and managing data systems and databases.• Establishing KPIs that provide actionable insights.• Using data to analyse trends that help inform business policies and decisions.

Managing 20+ people along with 2 SMEs, managing service operations for the US & Canada based Driver Partner’s Document verification for Uber.Planning and Scheduling of Manpower according to work allocation, directly keeping in touch with IT team for prompt resolution over ServiceNow Tickets queue.Collaborating for training solutions if any needed.Ensuring Lowest Attrition and Shrinkage rates as per business requirements.Mentored and guided employees to faster proper completion of assigned task. Conduct training and mentored team members to promote productivity, accuracy, and commitment to friendly services.Conducting employee performance reviews and giving feedback to the management as well as the employees.Making sure that everyone adheres to the company policies.Scheduling and coordinating the many organizational meetings.Developing a good relationship with the employees and customers.Hiring new personnel as per the company requirements.Ensuring the efficiency of work.Solving various workplace problems from within.Addressing the various grievances of both employees and the customers.

Worked with 3 clients from Banking and e-Commerce industry (MakeMyTrip, Oyo and Axis Bank).Asset Management.Drive Continuous Improvement in the team along with metrics improvement.Monitoring calls / cases for Quality purpose. Tracking and reporting the Quality Vitality (training and feedback) data on regular basis as defined by process to ensure process complianceDesign training curriculum using inputs from Operations & Quality.Keep up-to-date product / process knowledge.Client Coordination - Calibration calls, Reports, RCA, Escalations, etc.Training need identification and conduct refresher training'sManage the daily team activities and ensure the daily operations run smoothly.Audit DSAT calls to and share the observation with Ops Team and other stakeholders.Drive FMEA and other compliance activities for the accountData collection and analysis of team performance parameters.Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

Responsible for daily tasks assigned and resolution provided as per the timeline.Responsible for handling customer queries.Handle escalation calls collaborate with different client teams on critical technical issues.Floor Support & Customer Escalations handling.