Responsible for managing the delivery of Snap’s finance products to retailers, ensuring service excellence and alignment with client expectations. Act as the main point of contact between Snap and its merchants, overseeing service management, resolving critical issues, and coordinating with internal teams to ensure swift resolutions and continuous improvements. Drive incident management processes and lead prioritization for new service deliveries, contributing to Snap’s operational success.

In my role as Service Delivery Lead, I oversee service efficiency, team management, client interactions, and problem resolution. I spearhead service enhancements, mitigate risks, track SLA compliance, and communicate with stakeholders. Budget oversight, vendor management, and ongoing learning are integral parts of my responsibilities. I manage seamless transitions during changes and maintain quality through QA procedures. The position allows me to demonstrate strong leadership, communication, and problem-solving abilities, alongside a keen grasp of business objectives and client requirements.Key Achievements▪ Assumed full responsibility for managing service delivery across all client accounts within the company, ensuring seamless operations and maintaining high levels of client satisfaction.▪ Transitioned into a leadership role, now managing a team of direct reportees, fostering team development▪ Successfully managied high-pressure situations and critical incidents while maintaining service continuity and minimal impact oncustomers.▪ Effectively coordinated with internal teams to prioritize tasks, resolve issues promptly, to deliver quality services tailored to each client's unique needs.

As a dedicated Service Delivery Manager for major UK lenders, I optimize end-to-end service delivery for exceptional customer experiences. Collaborating cross-functionally, I develop strategies for seamless delivery, enhancing client satisfaction. I maintain strong client relationships, address inquiries promptly, and identify process improvement opportunities. With a focus on SLAs and KPIs, I monitor service metrics, analyze trends, and drive operational excellence. Through effective communication, I align technical teams with customer expectations and business objectives. I coordinate resources, manage escalations, and resolve service issues while ensuring regulatory compliance.Key Achievements - - Assumed responsibility for rectifying post-implementation issues in the integration from the old to the new version. Successfully resolved nearly 30 issues/bugs without disrupting live services. - Successfully managed and nurtured client relationships, contributing to remarkable year-over-year growth for the customer, including a substantial 42% increase in activated credit, a remarkable 50% surge in average order value, and a notable 4% expansion in the number of retailers, all achieved during my tenure of overseeing the account.- Managed the seamless Go-Live of a significant project involving a prominent UK Lender, achieving a flawless implementation.- Conducted regular and productive service reviews on a weekly and monthly basis for the assigned accounts.- Fortified the newly instituted weekly release process and led the coordination of consecutive weekly releases.- Optimized the testing procedure for weekly releases by refining the deployment ticket quality, equipping testers with necessary information for effective testing.- Achieved unblemished SLA compliance and consistently met all KPIs.

As the onsite lead for a high-value automotive finance organization, I oversaw middleware applications, leading a team across the UK and India. I was accountable for project management and application support with budgets exceeding $640K and $635K, respectively. I conducted regular client meetings, ensuring timely deliverables and addressing operational issues promptly. Additionally, I served as a module lead for international financial operations, ensuring application availability and collaborating with upstream/downstream teams to resolve issues efficiently.Key Achievements - - Effectively maintained operations throughout pandemic with zero impact on client service, motivated team to ensure positive employee engagement. Deployed swift implementation of Working from Home (WFH) process for the first time in the organisation. Received extremely positive feedback from clients acknowledging zero impact to their service- Successfully delivered applications migration project, meeting timeline & within budget with zero business impact, managing a budget of $300K+ - Successfully improved efficiency through maintenance of the end-to-end process for Managed File Transfer (MFT) releases, ensuring control, improved visibility, adherence to change management process & continuous improvement. Executed successful upgrade of MFT applications on two occasions- Improved customer journey and implemented extensive regulatory changes including GDPR & local government regulatory changes, together with a number of releases including business changes - Implemented JCAPS application migration from PA-RISC to Sun Solaris servers and MFT migration from UNIX to Windows, within budget and time constraints- Avoided risk to business impact through effective delivery of Advanced Disaster Recovery Plans (ADRP) & resolving various bugs- Built an exceptional reputation and long-lasting relationship with valuable clients, resulting in rescuing projects and retaining projects from competitors

Accountable for smooth operation of all interfaces across 24/7 service. Demonstrable understanding of enhancement/change requirements in current application and implementation of same following complete change management process. Automation of manual processes and issue resolution within service level agreement (SLA), identifying permanent fixes.