Annual Operating Plan (AOP) Development & Strategic Analysis:Developed and maintained detailed, dynamic models for the Annual Operating Plan (AOP), providing management with critical insights to explore various business scenarios. These models are essential tools for shaping the company’s strategic direction in the coming yearsPlayed a key role in strategic planning by conducting scenario analyses, helping to inform and adjust AOP targets to align with organizational goalsUsed the insights from AOP models to set customer retention and expansion targets, directly influencing the strategic objectives for the Customer Success and Expansion teamsBusiness Performance Management:Compiled and analyzed data for quarterly business reviews, delivering insights that support executive decision-making on growth and retention strategiesConducted deep dive analyses to identify factors behind underperformance in specific segments, evaluate the initial performance of new product launches, and pinpoint opportunities to revive declining productsOperational Efficiency & Automation:Improved reporting processes by developing automated data models and scripts, enhancing the efficiency and accuracy of both regular and ad-hoc reportingWorked closely with cross-functional teams to ensure data integrity and maximize the impact of customer success initiativesCross-Functional Collaboration:Collaborated with Product, Analytics, and Customer Success teams to utilize data and insights that drive revenue growth and improve customer retentionSupported leadership teams by providing actionable insights and recommendations for strategic planning sessions and off-site meetings

Designed and developed advanced Excel and VBA applications to streamline key business processes:Created a performance review application enabling employees to log in and view their reviews, while managers could access and rate the performance of their team membersDeveloped a real-time leave balance tracker, allowing employees to check their leave balances instantly through an intuitive interfaceBuilt a model for managers to monitor swipe-in/swipe-out details of their teams, providing a comprehensive view of attendance and punctualityImplemented a performance metrics dashboard that provided teams with insights into TAT, volumes completed, shrinkage, utilization, and occupancyEducated all employees in my org on Excel and data analytics by conducting training sessions and sending periodic educational emails, improving overall data literacy and analytical skillsCollected and compiled critical company data into reports for shareholders and departmental managers, supporting informed decision-makingDeveloped and maintained repositories and databases to enable effective analyses that guide management decisionsPrepared summary statistics and reports on key performance metrics, ensuring compliance with Service and Operations Level Agreements (SLAs & OLAs)Managed multiple projects simultaneously, translating complex business data into actionable insights that enhance corporate processesCollaborated with cross-functional teams to implement systems that drive operational and service excellenceWorked closely with Risk Management teams to ensure adherence to company policiesActed as a liaison between technology and operations teams, ensuring the smooth functioning of tools and applications

Play a key role in the closure of residential mortgages of customers in the UK. Collaborate with team members and ensure seamless redemption of the mortgages, including release of the title documents; release of the hypothecation placed on the property. Providing solutions for complex cases with the aid of the guidelines set by the bank, while ensuring policy adherence.

Digital Artist, Creative Services - Design and publish digital magazines in collaboration with the team, while sticking to the guidelines provided by the client and ensuring design quality.

Identifying and structuring strategic projects to solve for complex, ambiguous, and potentially charged business issues for the team & executing key strategic initiativesCollaborating with team members to solve problems and deliver strategic insights and recommendations based on business analysesPartnering across cross-functional teams to execute on recommendationsWork with vendor partners to design scalable delivery models that leverage their global delivery capabilities and drive standardization processes and best practices. Resulted in a 20% improvement in turnaround time in 3 monthsTrain vendor teams and work with cross-functional stakeholders and engineering teams in gathering relevant data and conducting business analyses with effective project management and communicationTrained close to 100 vendor agents ensuring complete adoption and efficient utilization of advanced tools within 6 months