Lead the overall operations (SP,DP,Coding, Charting, PM) team for Snware Research services and report directly to the CEO Maintain and build relationships with strategic clients, mapping specific client preferences and ensuring overall quality and service reviews stay healthy Build and sustain a strong Ops team, with continual focus on employee skill and overall development, handle employee attrition, retention and succession planning with a foresight to ensure smooth operations throughout. Continual Process mapping and quality control to identify and eliminate wasteful activities in the system for better TAT and efficiency. Gap planning, hiring, inducting, training and mentoring of new employees successfully Continuous work on employee morale and maintain a healthy work employment ensuring each employee is committed to common business goals Report quarterly performance numbers on quality, productivity and efficiency for different teams and taking corrective measures as and when applicable General management for various day to day activities including but not limited to act as a SPOC for admin and HR team Supporting Sales in new client meetings, being the face of operations , sharing work methodologies and best practices as well as handholding during new client on boarding Manage Annual Appraisals, employee promotions/step downs, PIP etc as applicable per employee as well as company performance.

-Manage delivery for full service business by leading SP/DP operations for a team of approximately 30 programmers, team leads and Managers- Manage strategic account relationships to ensure stable ongoing repeat business-Manage stable FTE teams/setups as per certain client requirements. -Liaise with the client servicing heads and sales for client reviews to ensure delivery is in line with client expectations-Strive towards TAT reduction, and superior quality delivery, keeping costs in consideration-Drive Utilization, Productivity and CSAT KPI’s in tandem with organisations expectations- Build and facilitate an environment where employees support, participate and embrace continuous technological upgrades and products for exceptional client experience-Ensure the team is motivated to exceed expectations by creating and evaluating out of the box solutions to meet the client requirements- Work closely with HR to ensure employee satisfaction, retention and staffing management

Key highlights include:- 1.Successfully manage training and skill building for entire Globally located Client Services/ Project Management Teams with over 120 + Project Managers and Team Leaders for online market research and project management 2.Co-ordinate with Sales and Operations to evaluate feasibility and delivery for complex and high revenue projects within stipulated time / budgets. 3.Key person to manage a central repository of all documents, training materials, processes and updates for business operations 4.Ensure that managers are equipped with usage of technology products; and handling clients queries TRAINING MANAGEMENT•Planning departmental/functional training needs and activities based on actual vs. desired skill set mix for different locations•Assessing relevant training needs and performance gaps in consultation with departmental heads to ensure all training activities are aligned to business goals•Managing training delivery through a direct report and a network of subject matter experts.•Designing and conducting Training Need Analysis to identify skill gaps and training priorities semi-annually•Designing certification programs to grade PMs across offices and identify development areas•Develop and revise new hire course curriculum, skill enhancement trainings and soft skills where applicable•Knowledge management by keeping a central repository of training documents and client preferences for global use•Run client/business goal specific training programsSTRATEGIC OPERATIONS SUPPORT•Constantly work with management to streamline processes and create efficiency in the system•Participate in revenue and sales forecast meetings to minimize slippages and maximize profitability•Root Cause Analysis and escalation management for problem projects and best practice sharing among teams•New client on boarding, stabilizing standards/setup, relationships.•Facilitate change management and support integration and transition of processes

1.Single handedly leading and managing large revenue Online Market research projects.2.Maintaining and creating superior client relationships3.Leading a team of Executives efficiently towards successful completion of the project 4.Effectively meeting deadlines in terms of deliverables and documentation as well as controlling the costs and manpower involved.5.Identifying any loopholes happening in the process flow and proactively rectifying them. 6.Close coordination between internal departments and overseas offices to ensure smooth process flow and identify potential risks to delivery if any.7.Ensuring timely delivery by all groups involved in all project phases8.Providing timely status reports, project analysis, and recommendations9.Proactively identify project risks and develop risk mitigation plans10.Ensuring that projects are delivered on time, on budget, and meet the client’s requirements

1.Quality checking of critical financial transactions( related to retirement accounts, fund transfers, company stock etc) processed by CSR’s 2.Responding and collaborating with Account administrators in U.S (Minneapolis) through conference calls and lotus notes for any account updates, procedural changes, process improvements etc.3.Providing support in migrating relevant processes.4.Providing training and support to new hires 5.Initiating process improvements across the floor by identifying service delivery gaps and offering solutions for the same. To increase customer satisfaction and efficiency6.Researching problem accounts for any service recovery/CRM issues etc 7.Processing/ approving loan withdrawals and distribution requests while confirming they are compliant with plan rules etc and evaluating the supporting documentations provided