Spearheading a large team of 450+ FTEs across 4 sites both in India & Philippines for Business Process Re-Engineering, Process Modelling & Mapping, Productivity & Efficiency Improvement, Quality Assurance & BPM functions • Driving the overall strategy, delivery excellence, and customer experience in line with the I&P delivery strategy • Creating a framework to support changing needs for the business group via Transformation, Automation & Process Maturity • Evaluating the transformation initiatives for the business and ensuring YTD business targets are achieved

Establishing a roadmap for enhancing operations to achieve global service standards • Delivering process breakthrough improvements towards business excellence by adopting business process improvement techniques and ensuring quality compliance • Initiating & managing complex, departmental work by building a governance model and driving continuous improvement in metrics, SLA, and automation • Heading cross-functional projects through the discovery and implementation of technology- led solutions to lower costs and improve services • Directing hiring/staffing to maintain a diverse & effective workforce and ensuring an effective performance management plan for teams • Assisting DE&I communities; ensuring hiring as per the principles defined by the organization

Drove all aspects of Service Desk Operations for 250+ FTEs across India & Australia centers• Optimized quality performance and client satisfaction while achieving $2M cost savings by driving 12+ Lean Six Sigma Green Belt projects in 18 months• Piloted the launch of Robotic Process Automation (RPA) and control processes to improve overall processing time & utilization• Successfully launched “Employee Care” program for superior employee satisfaction• Managed daily operations of the service desk & the service desk team; represented the team to other stakeholders, and ensured that the service desk is constantly developing and improving

Led the proactive Fraud Prevention Mechanism and Fraud Detection/Investigation process in the business• Successfully managed the implementation of the Fraud Strategy, Policy & Projects and performed periodic reviews & assessments for all related processes• Delivered assistance for risk, compliance & operations (Home Team based in UK) to strengthen the front-end verification process• Worked as a Lead - Fraud Detection/Prevention Transition and accomplished a satisfactory sign-off on all toll gates• Headed the successful transition/training & offshore operations delivery for Barclay’s Credit Card Consumers• Led the front-line operations and administrative functions for more than 270 executives, including setting up processes and controls• Successfully deployed robust controls & checks to ascertain the quality of service for contributing towards the customer experience• Merit of launching Customer Experience Program leading to improved NPS scores by converting Detractors to Promoters• Piloted the project level scorecard that helped and created• Drove a team of 30 FTEs for Barclay’s Credit Card Consumer Services & Sales• Received a series of awards/accolades for exceptional services

Worked for sales and supported the end customers with technical and non-technical queries• Provided exceeding levels of CUSTOMER loyalty measured through Net Promoter Score surveys• Archived end-to-end process optimization study as part of enabling early activation of customers orders• Recognized & implemented cross-skilling for enhancing the productivity

Accomplished sales and aided the end customers with technical & non-technical queries• Confirmed all technical assistance is provided within the agreed SLA• Adhered to process compliance through regular audits and checks

• Administered teams by advising suitable plans and supported all billing queries for both AT&T and Non- AT&T customers• Improved productivity through regular training, coaching, and feedback• Designed the Scorecard and Review Mechanism for the population; developed measuring tools & framework