* Managing Critical Grievances: Handle escalated grievances from RBI and legal sources with a focus on timely resolution.* Strategic Leadership: Play a pivotal role in decision-making, team building, recruitment, and alignment of team objectives.* Team Oversight: Supervise Social Media and Inbound Support teams, ensuring efficient operations and high-performance outcomes.* Goal Achievement: Guide teams to meet and exceed KRA/OKR metrics across all Lines of Business (LOBs).* SLA Management: Ensure adherence to resolution SLAs for Inbound and Social Media channels. Resource Planning: Oversee manpower forecasting, weekly break schedules, and leave planning for each LOB.* Incentive Structuring: Design and restructure incentive plans for Inbound and Social Media teams to drive performance and motivation.* Process Automation: Implement scenario-based automations and canned responses in Freshdesk, reducing case handling time and improving efficiency.* Cross-functional Coordination: Collaborate with stakeholders across departments to enhance product offerings and streamline processes.* Issue Resolution: Facilitate follow-ups and maintain regular connections with internal teams (Accounts, Collections, Product, and Disbursal) to ensure resolutions are achieved within 72 hours.

- Handling the team size of 50+ FTE employees- Playing the Key role on decision making, Team building, Hiring & Allignment- Guiding the team to achieve KRA/OKR metrics across all LOBs- Responsible for Inbound/Outbound SLAs- Manpower forecasting/Weekly Schedule breaks/Leave planner for each LOBs- Structuring/Restructuring the Incentive pay for both IB & OB- Building & Developing the Knowledge portal to improve the quality of L1 executives service with Customer.- Co-ordinating with cross functional stake holders to improve the product & process facilities.- Creating Automated Google sheets using Salesforce connector for Report & Analysis.- Follow up & Regular connect with Internal dependant teams ( Lender, BO, Tech & OPS) to get the resolution within 72 hours.-

➢ Have been responsible for overall operational metrics for the project.➢ Lead a team size of 25 in terms of all performance metrics.➢ Identify bottom performers from team & design the TNA in co-ordination with training.➢ Ensuring the team is meeting the monthly KRA’s in terms of Quality & Productivity.➢ Providing effective Coaching to the advisors.

➢ Worked as Senior Operations Executive (Vodafone Postpaid)➢ Handling customer pan INDIA, helping them in their queries, complaints & requests.➢ Working to achieve the set operational targets.➢ Achieved rewards for most number first call resolution [FCR] in the month of January. ➢ Delivered good performances from past 6 months got promotion as an SME