Responsible for vendor program operations for India Subcontinent, supervising a team of vendor managers.Set goals and priorities for the vendor management team, adjust the management direction to best respond to opportunities and changes. Keeping pace with the latest industry update and vendor operation portfolios, provides insights into vendor selection and vendor management strategies. Developing operational strategies through integrating various business departments… Show more Responsible for vendor program operations for India Subcontinent, supervising a team of vendor managers.Set goals and priorities for the vendor management team, adjust the management direction to best respond to opportunities and changes. Keeping pace with the latest industry update and vendor operation portfolios, provides insights into vendor selection and vendor management strategies. Developing operational strategies through integrating various business departments to achieve management objectives. Show less

Support vendor activities including monthly planning for staffing, training/certification of new agents, tools access, and work with vendor and subject matter experts to test adequacy of workflow documentation and communicate need for updates/clarifications.Work with analysts and finance partners to establish PO coverage, and review invoices from suppliers, ensuring that services rendered match services invoiced.Set up new teams to pilot nascent and evolving workflows to improve… Show more Support vendor activities including monthly planning for staffing, training/certification of new agents, tools access, and work with vendor and subject matter experts to test adequacy of workflow documentation and communicate need for updates/clarifications.Work with analysts and finance partners to establish PO coverage, and review invoices from suppliers, ensuring that services rendered match services invoiced.Set up new teams to pilot nascent and evolving workflows to improve the Partner/User Experience, as well as provide valuable insights to the product vertical teams to highlight issues and improve the service offering/product.Manage and drive key initiatives/programs impacting global vendor operations (e.g., Quality, Documentation, Knowledge Management, etc.).Review vendor data identify process improvement opportunities and drive improvement of vendor performance. Show less

Lead the analysis of complex business problems and responsible for business requirements being documented to the highest standard.Through effective program management, support the development of tools and process to deliver a superior customer experience.Build and maintain successful partnerships with Amazon’s worldwide software development team, project managers, finance, legal, tax and other relevant stakeholdersAt all times driving to the desired end state and… Show more Lead the analysis of complex business problems and responsible for business requirements being documented to the highest standard.Through effective program management, support the development of tools and process to deliver a superior customer experience.Build and maintain successful partnerships with Amazon’s worldwide software development team, project managers, finance, legal, tax and other relevant stakeholdersAt all times driving to the desired end state and ensuring the voice of the customer is reflected in everything that we do.Work with and establish project teams and ensure that all agreed strategic projects are progressing and delivering desired results on time and in budget, to include: process improvements, technical functionalities & capabilities, user experience, workflow improvements.Proactively identify solutions to meet business objectives, taking into account the implications of change on the organization and all stakeholders.Using own initiative to develop or improve program or project management processes. Show less

Manage Amazon Ad Operations Delhi team for the verticals Sponsored Products, A9 & Amazon Advertising Services. Supporting worldwide operations of multiple marketplaces.

Responsible for an Operations team supporting multiple categories that populates/ procures content for the Amazon Catalog, works with vendors to ensure a reliable and operationally effective flow of products, and interact directly with Amazon internal customers across the globe to deliver to their requirements and work directly with the Category team to ensure the overall health of the processes is good. • Work with vendors to ensure a reliable and operationally effective flow of… Show more Responsible for an Operations team supporting multiple categories that populates/ procures content for the Amazon Catalog, works with vendors to ensure a reliable and operationally effective flow of products, and interact directly with Amazon internal customers across the globe to deliver to their requirements and work directly with the Category team to ensure the overall health of the processes is good. • Work with vendors to ensure a reliable and operationally effective flow of products• Work with vendors to increase improve processes and reduce order discrepancies• Partner with vendors to ensure vendor compliance and scalable communication processes• Troubleshoot and drive resolutions with Vendors to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies; ensure vendor compliances and scalable communication processes• Work with various internal teams (e.g. supply chain, fulfillment center, system teams) to help drive tools and process improvements that affect vendor management workflows• Participate in manufacturer and vendor reviews; drive vendor scorecard excellence Show less

Manage the overall performance of the user support vendor workforce in terms of CSAT, cost, quality and delivery of service.Ensure Top User Issues are addressed in a timely manner through cross-functional collaboration. Advocate for the user and drive for enhanced user experience.Lead regular business reviews and any vendor relationship management activities. Work closely with various internal groups to understand business requirements, implement new processes, and contribute to… Show more Manage the overall performance of the user support vendor workforce in terms of CSAT, cost, quality and delivery of service.Ensure Top User Issues are addressed in a timely manner through cross-functional collaboration. Advocate for the user and drive for enhanced user experience.Lead regular business reviews and any vendor relationship management activities. Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.Participate in workforce planning and budgeting activities in coordination with internal teams.Support vendor selection, negotiations, and overall vendor operations strategy. Show less

Joined IBM Global Process Services as a Specialist Technical Support in September 2006Promoted to the position of Lead Quality Analyst in May 2008Promoted to the position of Assistant Manager Operations in April 2011

Daily Quality Audits for with consistent feedback deliveryProduct knowledge ramp up and certification of the new hiresManaging and coordinating the pre-defined Quality process of the client across the LOBCustomer Satisfaction Survey Analysis & Driving of Improvement Action PlansDeveloping training manuals for all processes, developing training curriculum & methodologyEnsuring accurate flow of information

- Supported Yahoo! Web Hosting users to keep their web site up & running.- Help the users with Domain name registration- Support them while preparing their web site using various tools & codes.