I led a team of Operations Managers and coached and managed over 200 Investment Services executives, ensuring optimal performance and efficient service level managementI was responsible for managing the contact center operations, including developing and implementing customer service strategies to enhance customer satisfaction and retention.As the overseer of reconciliation operations, I was responsible for managing a team tasked with ensuring precise and timely reconciliation of accounts. I collaborated with other departments to develop and enhance processes, procedures, and controls, guaranteeing compliance with regulatory requirements and company policies.I supervised the development and implementation of training programs and managed all employment-related matters such as hiring, employee relations, performance management, and appraisals.I ensured business continuity, GDPR compliance, and adherence to best practices, security measures, and reporting requirements.I successfully handled yearly ISO, KPMG, and other tax audits.I oversaw the capacity planning and scheduling of teams to ensure efficient service level managementI also managed project budgets and revenue reconciliation, working closely with technical teams to provide business reengineering for change management

I oversee the Investment Service team, which comprises 7 team leaders and over 100 executives.I played a key role in transitioning the business across various teams, including Investment Services, Customer Experience, and Reconciliation. Additionally, I am responsible for driving performance management practices across all teams to ensure they meet the agreed-upon performance targets

As a manager, I lead a Litigation team comprising 5 Team Leaders, 1 Project Lead and around 90+ Document Conversion Technicians.My responsibilities include deploying, implementing, and managing defined Service Level Agreements (SLAs), planning and scheduling workloads, and reviewing production output to ensure timely delivery in a cost effective manner.I collaborate with process owners to design initial workflows for new projects and modify them as casesprogress. With my sound understanding of core project management principles and methodologies,particularly in connection with providing litigation support services, I ensure efficient team operations.

As the Manager of Investment Banking Operations, I oversee a team of 13 Team Managers and around 150+ Executives across Chennai and Bangalore, spanning 7 processes.My main responsibility is to ensure the team meets their Key Performance Indicators (KPIs) through effective planning and workforce management.Working closely with the process owners from the client's end, I identify and implement improvement initiatives to enhance our operations. Through idea generation and the use of new tools and trackers, I identify areas for process improvements and drive them forward. I have also spearheaded the cross-utilization of resources, which has led to higher revenue per employee and optimal resource utilization, resulting in improved productivity.

Managed Full-Service Management Projects (FSM), which included assessing projects, planning, scheduling, executing, monitoring, and communicating with internal teams, authors, and clients. Coordinated with editing, design, typesetting, indexing, and XML teams, and hired freelancers for copyediting, proofreading, and indexing.Resolved content queries with authors or volume editors, unless significant changes were required that would affect project costs, schedules, or specifications. Provided assistance to the Senior Project Manager at Cambridge University Press for scheduling and client management during peak book inflows.Streamlined the Palgrave copyediting schedule process, improving coordination between copyeditors and internal teams. Managed vendor relationships with Cambridge University Press and CRC, identifying overseas copyeditors based on project requirements and scheduling them after checking their availability. Prepared schedules for copyeditors based on internal and client-specific dates, and confirmed project costs based on client budgets

As the manager of the Desktop Publishing team in Investment Services Operations, I oversaw approximately 75 executives and streamlined process delivery targets and SLAs to meet client requirements.I conducted regular 1:1 performance reviews with team members and was responsible for performancemanagement.Additionally, I managed daily interactions with clients regarding process queries, requests, technology, and updates

• Handled a 20 member team • Primary interface between the Team & Management • Responsible for the service delivery for the project KPI’s• Responsible for day-to-day interactions with the clients in regards to process queries, requests and updates • Attend the weekly/monthly operations meeting to review the team’s performanceCorporate Quality Profile:• Involved in implementing the performance management system of the COPC-2000 3.3 Base & 4.0A standard and ISO 9001: 2000 standard at Sutherland Global services.• Involved in the Transition of the new programs.• Identify improvement areas and drive corrective and preventive action.• Working with Key process owners for modifications in relation to variations from management framework standards.• Conducting audit fieldwork using appropriate auditing methods such as observation, research, interviews, document review and data analysis.• Responsible for Audit Reports reflecting value-added recommendations, process improvements, strengthened internal control and business objective assessments. Preparation for external audits at all level.

• Pre/Tele Sales & Marketing • Sales Support through Email/Tele-Screening of Enquiries.• Provide customized solutions to the customers on the product & the services.• Co-ordination with the Admin Department & Support during installations• Managed the day-to-day interactions with clients, dealing with any queries or requests.