In a role pivotal to navigating the British Airway’s (AIG group) and the industry’s unique needs and challenges, I helped ensure that organisation optimize the revenue share with right demand and forecasting requirements and managed risks effectively. Understanding and writing business driven behavioral requirements and populate the user stories for development. Effectively and efficiently execute the program planning commitments. Effective backlog refinement for all Iterations as per Agile Scale Framework.Articulate the product vision and business goals, and are able to negotiate and manage expectations with the Business stakeholders.Understand the As Is process for Vehicle Finance Value Streams to map the requirements in the New To Be System. Transforming process beginning with On-boarding Customer, In Life which is maintaining the relationship and End of contract, Supporting developing Customer Mobile Assistance application for Finance, Elicitation and gathering requirements of systems from users, customers and 50+ stakeholders, Successfully managed the tech proving phase for new technology for digital transformation, Identifying risk and effective use of Jira Tool, Customer journey mapping with help of Figma, Lucid Chart & Visio to understand e2e journey, Handling change request document, Carrying out Gap Analysis in order to determine the work around, Legal & Risk approvalsDefining scope and governance plan for transition of 1500+ FTEs, Set up Operating model for FinCrime, Risk including Data protection, Politically Exposed Persons, Enhanced Due Diligence & Customer Risk Assessment. Requirements gathering for defense line 2 model to finalize process matrix for all financial risk and crime related processes.

Process - Delivery, People, Financial, Transition Competency, Risk and Client management, Innovation Management• Monitoring and handling Multiple Processes and its smooth delivery to end customer.• Maintaining daily, monthly and yearly SLAs of the processes• Studying upstream and downstream of the processes to request for more business to the client. Using various tools such as Volume and Capacity forecasting helps to understand the requirement of staffing• Grooming people and monitoring their performances. Regular one on one session with individuals to discuss about challenges or their aspirations rather than other parameters• Financial Management of entire project and its adherence. Reduction in billing losses with the help of effective leave management. Seats utilization to save costs on each seat. Projections of revenue for each quarter• Competency development for self as well as for the team based on the period spent in the organisation• Risk control self-assessment (RCSA) to be completed for the unit and help other units to minimize the risks by putting right controls. Ensure regular testing should happen at process and unit level every quarter• Engaged and proactively participating internal events at TCS like TCS fit4life, TCS purpose4life, Marathons and Sports Olympiad• HR, Admin, Risk-Security & SBWSTM (WFH) SPOC for unit in BFSI US East Mortgages Cluster• Rewarded by client as well by TCS on various occasions for exemplary services delivered

Joined as associate at Tata Consultancy Ltd and Currently gained position of Assistant Manager. 13 years of experience in Customer Operations n delivery. Specialization in People Management, Client Management, Competency, Risk & Security, Transformation. Converting challenges into opportunities. I believe in self motivation is the key for success.

Role: Jr. Executive and Internal Quality check for corporate administration process.Tenure: January, 2012 to April, 2013 Location: For Vodafone U.K based out of Ahmedabad.Job Description: Resolving customer grievances and credit administration.Job Profile:  Investigate into queries, complains & requests for disputes in corporate invoices.  Studying cases for U.K Vodafone corporate & public sector accounts while applying credits against their disputes.  Identifying unnecessary credit requests if not within sign off levels.  Delivering services to the level for corporate clients to maintain quality standards of organisation.  Providing regular updates to team regarding cases & system to reduce average time on an activity.  Restructuring the accounts on request from one corporate to another which involves multi movement of mobile numbers. Strengthening the backend support for operations & complex admin which comprises of entire process.  Rewarded for Zero "0" errors & Zero "0" absenteeism for consecutive 3 months.  Assigned responsibility of internal audit of all complex admin transactions. (w.e.f. 25/09/2012)  Internal audit is required to maintain quality level and reduction of errors at external level.

Worked in various profiles at Idea Cellular. Started from Pco coin box sales coordinator to MIS/Data Specialist at Gujarat Central Idea Office. Profile includes Channel Partner Support, Sales support, Prepaid Channel Business Payout. At idea my skills developed from basic Excel to Access, SQL. Learned data mining and analysis which helped sales team to designed schemes for retailers and distributors.