Ardur Technology LLC opened its service innings in 2013. Enabling Scalability and Traction by redefining the Service Portfolio and restructuring the Business Operations to achieve TQM. It currently offers BPM support to verticals that service Aircraft Asset Management, Mortgage; Title Insurance Services; Appraisal Review; RCM( Health Care) and Finance and Accounting. A horizontal layer is incorporated to strengthen and provide digital transformation via RPA and Intelligent Automation. Visit the website for a granular experience www.ardurtechnology.com

In my last role, I managed the International Customer Operations for UK and Ireland across 2 Locations (Ahmedabad and Pune). I was responsible for various channels including Web Chat (General, Technical and Complaints), Voice (Technical) Social Media; Email; White Mail and Sales Support. As a part of the role, I managed regulatory compliance includingGeneral Data Protection Regulation (GDPR) and Controls across various Lines of Business. I was tasked to monitor Enterprise Risk Management & Mitigation strategy & its execution , while shouldering additional critical accountability for developing & leveraging Analytics/ Insights to improve Customer Experience and Retention. Key successes here include delivering New Business Lines; Cost Efficiencies; adoption of Robotics within Back Office and the Verint Implementation, all leading to incremental revenue and cost savings along with resource optimization.

On being recalled to Steria, I was tasked to lead Solution Design and Business Offer development initiatives for BFSI (Compliance Management– KYC and AML/ FATCA). Here, I was also responsible to drive the project involving Product creation of a BPO Tool for EMS (Employee Mgmt. Service) and WFM (Work Force Mgmt.) I directed the IDEX Implementation project (Process Improvement Enablement Tool) across India (Noida, Pune and Chennai). My role was pivotal in driving the strategic accountability for review of Tools and Technologies (Robotics) as Enablers for the BPO community (DataLoad / Blue Prism). Additionally, I project Managed the Reverse Transition for a Life and Pensions Process involving 150 FTE’s.

The Global Operations (KPO) encompasses providing 24 X 7 support to Aircom clients for OPTIMA (Performance Management) and PLANNING products applied by Telecom Service Providers across USA, Europe and Africa.During the tenure, I provided leadership to strategizing business goals, budgets, forecasts and risk management for the units to maximize profitability and drive revenue generation. I was instrumental in generating revenue through process migration and scope enhancement. My role was also pivotal in implementing process improvements, thereby reducing rework and increasing uptime performance in 2012. Additionally, I delivered cost savings by productivity enhancement and headcount reduction. I also achieved significant improvement in staff utilization level through benchmarking, cross-skilling and training on new products technologies

Domain: Life Insurance and Pension product Servicing for a major UK Bank (Financial Services -Retail -KPO).================================================================Here, I led business strategy, transformation, administration strategy as well as operational excellence with a focus on process improvement and cost reduction for a business having a 450-member team across Pune and Noida. I was instrumental in creating new business offerings, spearheading business transformation & continuous improvement strategies and delivering Revenue Growth through Identification of New / Extended Projects. I also managed external audits with excellent results of Zero NC, conducted by DNV-ISO 9001:2000 and ISO 27001 for Quality Management and Information Security operations. I was also successful in meeting FSA Regulatory Guidelines. During the tenure, I received ‘Green Rag’ status with a 9/10 score consistently for “CSAT” client satisfaction survey during the period 2009 – 12. I was also conferred with Star Team Award in 2010 for exemplary business and delivery performance as compared with Steria accounts. I was also bestowed with Star Award for outstanding performance in 2008.

Here, I managed litigation support operations and records management client (Iron Mountain, US) with a 900+ team. I was instrumental in achieving cost improvement through process efficiency using productivity metrics. Additionally, I created a central repository for ideas to drive continuous improvement and linked it to KRA and rewards, thereby generating savings as an outcome here. I also drove a Process Improvement project that led to improved SLA TAT in legal processing.

Here, I was tasked to set-up an Off-shoring Unit by structuring the verticals for non-voice services, executed sales pitch & designed workflow. I successfully acquired outsourcing opportunities for accounts of Global Securities, US; DICOM Group, Switzerland; Exevo, US; RemOffice, UK and Galileo Communications, Netherlands.

Datamatics Technologies was primarily into Financial Data Processing (KPO) and Form Processing (HCFA/Claims)Handled clients namely Thomson Financial Research, Mergent FIS, Moodys Investors Service, Fitch Ratings and United Nations, efficiently using the Shared Service Concept . Responsibilities & Achievements1. Heading a workforce of 50 personnel and an extended staff (vendors) of 300 personnel for various projects.2. Ensured timely delivery and quality of project deliverables, entailing developing quotations including Statement of Work and Supplier Proposals.3. Conceptualised, developed, implemented and monitored project plans for the assigned work package.4. Rendered effective inputs to the monthly financials and outlooks and responsible for profit earnings.5. Actively involved in the formulation of budgets and facilitated the identification and resolution of project related issues for the lifecycle of projects.6. Successfully developed, implemented and monitored communication plans and risk management plans.7. Responsible for ensuring the capture, analysis and reporting of metrics for the projects.8. Functioned as a key point-of-contact for the customers during the execution of projects.9. Coordinated with the Project Bid Teams for new business opportunities.10. Managing QMSAchievements: A) Received “Outstanding Achievement Award” by the Chairman of Datamatics Group of Companies outstanding contributions towards the business in 1998. B) Secured the “Merit Award” by the Chairman of Datamatics Group of exceptional performance and services rendered to the company in 1994.C) Successfully handled the project for “United Nations Compensation Claims” that was set up by the United Nations Security Council (Geneva) to administer the processing of Records (700,000) and War Claims (250,000) that was generated due to the Iraq’s forced occupation of Kuwait in 1991.

Implementation of BUSOFT (MRP) developed in MFCOBOL at clients site. Intergration of Costing with the BUSOFT package

System Design and Development of Financial Accounting Package based on Clipper and FoxPro for Domestic Clients

During my tenure as a Senior Process Consultant I was responsible for maintaining domestic clients, who were being serviced for Financial Accounting and Fixed Deposits. This was via a Shared Service Concept applying Batch Processing. These systems were being executed in a batch mode on the WANG VS 80 using Wang Cobol.