Enabling B2B Commerce

 Undertake requirement management with client.  Project planning, scheduling, reviewing/monitoring.  Identify key risks and create & implement mitigation plans for the project  Communicates regularly with client for project deliverables.  Global vendor management; build a network and connect across various support organizations including hotels, restaurant, event venues, facilitators and technology teams. Involve in entire cycle of Learning Delivery and operations for the clients.  Lead the delivery team with planning & implementation of trainings to ensure strategic delivery of Shell learning events across global locations.  Manage a dedicated team of remote coordinators to organize pre-requisites (Facility booking, on-boarding the trainer, arranging study material, catering, making travel arrangements, etc.) for quality delivery of training events. Managing 24*7 converged customer support center (mail, chat & voice support).  Manage the Shell Online University (including registration/cancellation of participants, marking completion, issuing certificates and billing to the respective business in SABA). Maintaining work correlation between On-Site & Off-Site Training Admin teams in accordance to the task list and work environment. Responsible for achievement of project SLA metrics including achieving TAT for customer queries and timely initiation and completion of leaning event related tasks. Stakeholder management through periodic reporting of project status/progress. Organize daily, weekly and monthly reviews of the process along with all the stakeholders. Performance management, through periodic appraisal and feedback sharing.  Identifying scope of improvements and assist in deploying technical solutions for improving efficiency of people and quality of product. Maintain effective governance, control systems and compliance requirements of the company. Manage project budgets including billing.

 Manage production team in a 24*7 operations.  Strategically plan all aspects of publishing the project, including technology and resource. Oversee project management and client servicing on a day to day basis. Stakeholder management through periodic reporting of project status/progress. Trouble shooting queries/show stoppers through analysis. Performance management, through periodic appraisal and feedback sharing.  Handle end user dissatisfaction i.e. originating from client by providing the efficient tools, information, and support. Account management including managing project management and production teams. Identifying scope of improvements and deploying technical solutions for improving efficiency of people and quality of product. Handling special projects with non-standard workflows. Responsible for service delivery across multiple client accounts. Managing P&L of the account. Coordinating with Quotes team for project cost estimation.

 Full service project management of the book titles. Production Management. Projects tracking and status report generation for management & clients reporting. Coordinating with production and support departments. Author, editor, client & production management. Team Management

 Project management of the ongoing titles. Monitoring the pipeline on the upcoming projects. Project status report generation and communicating to management, clients & authors. Actively involved in recruitment of project management executives. Coordinating with other departments with regards to production. Author, editor, client & production management.

 Played a key role in transitioning & migration of the billing & invoicing function from Portland to India. Actively involved in Process Automation ensuring smooth operations of daily tasks. Generating invoices and monitoring accounts receivables.  Providing management with necessary reports on capacity utilization and financial performance of various departments.

 Overall supervision in managing & monitoring the team service levels, product- quality and performance in multi- location environment. Responsible for Facility management of 3 sites in Delhi working on special projects. Conceptualising and implementing strategies for planned growth and expansion of night operations. Coordinating with Technology, Systems, Proof, Quality, Composition, MIS, CSR, Job-Setup, PAD, IMED, Sampling, Admin, Project-Mgt. department; in developing and implementing procedures for better productivity. Acknowledged for significant contributions in assisting Portland project managers & sales team with real time client communication, coordination & management. Demonstrated abilities in handling multiple projects involving production, scheduling, coordination and control.

 Successfully planned & established inbound-outbound contact center with predictive dialling.  Handled overall business operations entailing Business development, recruitment, training, floor operations, forecasting & scheduling, Quality, reporting and client servicing.  Played a key role in sourcing of manpower and providing basic call center & process training to the associates. Successfully handled & resolved all technical issues including interacting with the technology provider, campaign-lead-set & dialer management, voice quality, etc) in coordination with the technical team. Pivotal in maintaining high sales tempo on the floor, working on strategies for planned growth & expansion. Setting out quality standards for various operational areas and ensuring adherence to these standards and service levels. Analysing team performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards. Preparing the monthly login schedule of the team & recording weekly Incentive Grid for the CSR's.