• Managing service delivery for an international express courier and logistics company serving EU, US, APAC and South Africa.• Responsible for delivering service metrics, client commitments and adherence to contracts.• Forecasting workloads and resources required to manage activities of the Project / Process by estimating the efforts based on historical trends.• Developing systematic procedures to improve operational quality and team efficiency.• Mitigating business risks by working closely with staff members and assessing performance.• Developing and implementing strategies to maximize customer satisfaction.• Interacting well with customers to build connections and nurture relationships.• Analyzing Customer Satisfaction Surveys / NPS, preparing performance enhancement framework based on feedback and implementing targeted action plans for improvement.• Driving operational excellence towards standards set by the clients and adhering to the standard operating procedures.• Led hiring, onboarding and training of new hires to fulfill business requirements.

• Meeting client defined SLA targets for Cut Off, AHT and Accuracy• Handling KPIs such as Utilization, TAT, Attrition and absenteeism• Identifying Automation opportunities for effort reduction and accuracy improvement.• Leading the Monthly Business Review with clients• Ensuring constant client engagement to develop sustaining partnership.• Fostering performance driven professional work culture across all levels within the process• Evaluating resource shortfall and requisitioning for attrition backfill• Creating employee schedules to align coverage with forecasted demands.• Helping with planning schedules and delegating assignments to meet coverage and service demands.

• Team leader for EU EDMS & Switzerland Import process.• Manage the flow of day to day operations• Responsible for shift alignment and planning the shift accordingly to meet the client deliverables.• Schedule & Approve staff leaves (vacations) to ensure adequate manpower coverage according SLA.• Handling Cross skill plan to optimum utilization of available resources.• Resource movement as per the process volume and requirement• Assign tasks to operational team and set deadlines for team members.• Ensured the timely delivery of all the reports.• Ensuring that all operational errors, complaints or other issues are monitored and resolved quickly.• Analyze various report including process dashboard, Productivity tracker, Quality tracker & associate utilization report and cascade respective team if any discrepancy found.

• Supervised the activities of employees during their shift, ensuring that tasks are carried out efficiently and according to guidelines.• Lead and motivate the team, assigning task, providing guidance and resolving conflicts to maintain a productive and harmonious work environment.• Monitoring the performance of team members to ensure quality, accuracy and adherence to procedure.• Addressing issue or challenges that arise during the shift, making quick decision to minimize disruptions and ensure smooth operations.

• Accurately entering and updating data into system, ensuring information is correctly inputted and maintained.• Reviewing and cross-checking data for accuracy and completeness identifying and correcting errors as needed.• Achieving daily target to fulfill client SLA.