Lead Operational Excellence, Risk & Compliance, Financial / Revenue / Program management portfolio for Insurance digital operations portfolio (6700+ associates, across 4 geographies (India, Manila (PHL), Europe & US offices.Operational Excellence - Lead Annual Operating Plan metric & compliance adherence•Delivery Risk Management scores , Delivery Health Dashboard , SLA Metric Vs Penalty payout tracking and report out, Manage Risk assessment, mitigation plans & closure, Manage and facilitate delivery risk review at various levels of leadership Risk & Compliance •Timesheet & mandatory course compliance•Track POA/POI/Passport availability•Manage and oversee the Physical & Logical Security aspect for 3 locations Revenue & Financial management•Revenue Management: Manage overall revenue projections / budget submissions, detailed deep-dive analysis on variations compared to actuals •Manage analyze and report-out Travel & Expense •Oversee the CP% & Profitability reporting, projection and profitability targets with operational lever•Manage and track monthly billing submission, calculation of productivity benefit to be provided give the contractual requirement on MSA•Operational Lever control – Buffer management, span tracking, management to staff ratio Program Management•Headcount reporting, Resource Allocation, Seat Utilization•Manage end to end hi-profile client and leadership visits and people engagement initiatives at a practice level (R&R, Annual day, management offsite)•External Vendor Management, Manage story boarding, branding requirements & Org charts from a visual management perspective.•Monthly leadership reviews: manage and liaison with senior leadership and ops leaders to calibrate towards final leadership presentations.

Performance Metric: -Responsible for planning and implementing metric reporting structure for an account which includes – daily/weekly/monthly leadership health score card for accuracy, utilization, TAT, AHT and other important metric.-Manage Report out of periodic trending with key performance indicators.People:- Manage headcount for entire account and work with delivery managers to ensure right alignments for new associates and internal movements-Manage attrition numbers with analysis on reasons and report out numbers to Leadership.-Liaison with operations leadership towards licensing renewals for software used across accountBilling:-Create billing model and roadmap based on signed contract for the business-Liaison with PMO team and delivery managers to ensure billing is done on time (Invoicing , approval process, performance report, manual invoicing)Financial reporting:-Ensure Travel and Expense reporting is build and reported out to leadership and accounts team from a billing perspective.-Maintain and analyze project profitability and customer profit targets (actual versus planned) Operational:-Manage, Track and maintain Seat Utilization to ensure right mapping with available professionals and allocated seat to maintain right SU (seat utilization) target.

Individual role•Manage extensive data analysis & executive management summaries by utilizing multiple evaluation systems •Manage timely amendments and development websites and newsletters•Develop brand compliant leadership presentations and white papers•Manage reporting and project calendar for multiple engagements and Leadership initiatives•Support and manage mobility assignment and social media awareness campaignOperational•Client performance dashboard on process performance •Define Service Level Agreement and org charts for multiple businesses•Serve as a single point of contact for candidate selection & hiring process•Resource management •Remote transition for sub-business tasks•Co-ordination with various businesses for information required to execute high-end leadership reports•Lead cross functional training with in various sub-processes via various tool kits and have effective back-up plan Strategic•Manage operations and implementation of strategic initiatives and responsible for managing curriculums, learning path and Competency framework for respective businesses.•Identify standardization opportunities for Leadership reports. (SharePoint, Re-charge mechanism, Expat Cost)•Gap analysis to identify root cause towards data variance in learning database and engage team towards solution•Project managing multiple project standardization initiatives adding value towards streamlining various reporting models (Learning review process, seminar budgeting process)•Work with Leadership, and curriculum managers, to develop and ensure timely completion of monthly dashboard to track progress of a key strategic initiative within Talent and Learning business.

•Market Share planning (employees): Analyze Employee numbers and prepare scorecard to determining current Market Share status and areas of potential growth for employees on the roadmap •Financial Scorecards: Analyze actual expenditures incurred during the process of rendering pay slips for different regions by EFS as against the planned expenditures and arrive at cost per pay slip. Analyze monthly trend on different parameters based on the variance analysis and publish the dashboards•CTQ Tracker Report: Follow up with payroll leaders to update data in the CTQ tracker, extract reports to analyze the sigma trend for each activity by business and report out the comparative analysis to business leaders.•Support to European Financial Services: Contribution towards process transition, Helped transition manager with CTQs definitions and identification, Process base lining, FMEA of the process, Defect definitions.