Global Business Manager for Group Technology Service Management and Group Technology Infrastructure Services

Responsible for Business Support and Operations Management for the Application development and Application support teams in Barclays Card division.

Clients Managed in Accenture till dateo Project Avatar – Clients included in this profile are Novartis, DFS, P&G and Sanofi. Leading a team of Project Managers for digital production.o American Express - Leading a team of Technical writers and Compliance Verificationo Astra Zeneca - Leading a team of Deputy Managers, Team Leaders, SMEs and Process ExecutivesProcesses - Library Services, Taxonomy Standards & Rights, Portal Management & Customer Serviceso Proctor & Gamble - Processes managed - Design Delivery services & eContent Management - Leading a team of Deputy Managers.Transitions in Accenture- Completely managed the staffing, seat and technology requirements for Novartis, DFS, P&G and Sanofi pilot deals. Ramped up Novartis deal from 10 to 30 resources. P&G ramped up from a pilot of 5 to 25 resources.- Involved in scoping, planning and remote transitioning Technical writers and Compliance Verification processes for American Express along with the Mobilization team- Successfully scoped and transitioned the Library Services and Customer Services process from Astra Zeneca corporate office at Delaware – Year 2011- Successfully scoped and remotely transitioned proactive content gathering process for P&G eContent team- Successfully scoped and transitioned the Design Delivery Services process from P&G corporate office at Cincinnati – Year 2009- Lead the successful transition of the introductory set of processes for Kimberly Clark from their corporate office in Knoxville, Tennessee – Year 2007

- Complete ownership of Quarterly Business Review with the client- Enhance existing processes and explore new business opportunities - Assist marketing in creation of RFP and get the same signed off from the client- Encourage cross-pollination and manage relationship with peer eClerx teams- Review project risks and formulate mitigation procedures- Conduct performance reviews to ensure process robustness- Bi-weekly Knowledge Management review-Weekly Project review -Monthly Operations & Projects review- Coordinate with support teams to align team with overall eClerx roadmap

Process Management: - Manage operations for Contact Center, Workforce Performance for the client- Kimberly Clark. - Regular interactions with Client and onshore SPOC to drive signed Service Level Agreement and Key- Performance Indicators and to bridge the gaps between client expectations and current performance. - Maintain, Create, Modify and Transmute Client Presentations. Responsible for Presenting and portraying work analysis, team performance and related focus items to the visiting clients or prospective US clients- Ensure effective workflow management in order to meet metrics, quality monitoring, service levels, and maintain effective resource utilization at all times.Project management: - Constituting pre transition preparation involving discussing of the Service Level Agreement, manpower requirement, process details to implementation of the project and its stabilization. - Ongoing management in discussion with the client to contemplate and implement changes in the project involving cost, manpower, and process details.- Identify ways of improving service / adding value / reducing costs in line with business goals.People Management: - Interviewing and confirming associates for the managed processes. - Define objectives and goals; chalk out role plans and growth plans for each team member.- Control attrition and increase employee engagement ;Boost the morale of the team by conducting fun events; Perform a health check of the team by conducting skip levels.

- Manage, lead, train, coach, discipline & motivate a team of 18 CSEs. Share knowledge, best practice and experience with colleagues at all levels in order to achieve goals and business objectives- Proactively manage team and client needs. Handle all escalations and issue resolution through root cause analysis, impact analysis and partnership