• Provided training, guidance, and support to team members, fostering their professional growth and development• Conducted performance appraisals and implemented performance improvement plans as needed• Collaborated with stakeholders to identify and address training needs and process-related issues• Facilitated operational calls and business reviews with stakeholders & successfully managed a team of 30 members, achieving business goals and ensuring high-performance• Led a successful business migration, ensuring a smooth transition and minimal disruption• Strong track record of effectively leading & managing team of 30 members (unreported team of 80-100), resulting in exceeding performance in process metrics• Successfully implemented a new performance management system, resulting in 20% improvement in team performance & engagement• Proven ability to drive process improvement and streamline operations

• Led and overseeing a team to achieve daily, weekly, and monthly performance goals related to productivity, quality, and resource utilization• Identified gaps in the processes and identified training needs, collaborated with the Training team to ensure that the improvements were implemented smoothly, reducing the impact of quality issues on the business• Created transparent monthly reports on Key Performance Indicators (KPIs) for teams and conducted monthly performance reviews that involved discussions about the current performance• Liaised with senior leadership and various business units to present data and metrics• Collaborated with Line of Business (LOB) units to generate and refine process improvement and transformation ideas, a process that requires approval at multiple levels