Delivery governance & CSAT management, working closely with Project Managers & Delivery Managers Providing consultative support to the project teams on right Delivery practices in Project Management and OperationsKey goals include Business Value Meter and Quality Net Improvement Projects, Run and Change, Business Growth, Performance Optimization, re-engineering solutionExtensive experience in developing plans for operations management, client management, supervision and implementation of performance improvement programs.Actively involved in customer experience management projectsManaged large size teams (500+ FTEs) for online customer service processStrong communicator with the ability to ensure execution of the time bound deliverables

Role:• Handled Google AdWords Digital customer service process on site at Google, Gurgaon. Brief summary of the customer service process:1. AdWords Setup – Helped advertisers of North America to setup their ads, account administration and security.2. Manage Ads: Fixed all concern about Ads and approvals, campaign setting, budget & bids, Ads placement on website.3. Measure results: Connect the advertiser’s goals to data, Find and run reports, Make the advertiser understand their data, Track sales and other conversions, Google Analytics and solve common reporting issues.4. Billing: Setting up payment methods on advertiser’s account, Fix issues with promotions and coupons, refunds and adjustments, Taxes, payment & charges.• Leading a team of more than 350 FTEs for UK Telecom online customer service process and was responsible for delivering on the SLA parameters by managing the floor performance. • Responsible for developing Process Managers/Assistant Managers/Team Leaders & Team Coaches and their teams on process skills and other competencies• Identify training gaps, giving feedback, providing coaching, motivating team members for high levels of performance and conducting performance reviews• Responsible for Production, Crisis, and Time Management for the teams, analyze volume trends, gathers, tracks and reports productivity metrics• Participate in Operations / Relationship calls to understand and align with customer’s requirements and expectations• Use various forums of communication, conducts audits and check performance levels to achieve expectations on SLA parameters / productionAccomplishments:• Holds the credit of achieving target matrix of top box 81% CSat score• Awarded for contribution towards team development. Nominated twice for Fidelity Employee Excellence (E3) Award• Instrumental in bulk hiring and talent management to meet the process ramp up• Transitioned 34 FTE Tesco Customer Service process from UK to Gurgaon.

Managed Google AdWords process on site at Google, Gurgaon.Till July 2016, led a team of more than 500 FTEs for UK Telecom online customer service process and was responsible for delivering on the SLA parameters by managing the floor performance. Responsible for developing Process Managers/Assistant Managers/Team Leaders & Team Coaches/Process Champions and their teams on process skills and other competenciesIdentify training gaps, giving feedback, providing coaching, motivating team members for high levels of performance and conducting performance reviewsResponsible for Production, Crisis, and Time Management for the teams, analyze volume trends, gathers, tracks and reports productivity metrics.Participate in Operations / Relationship calls to understand and align with customer?s requirements and expectations.Use various forums of communication, conducts audits and check performance levels to achieve expectations on SLA parameters / production.

Managed team to achieve people satisfaction targets, counseling, monitoring, motivating team members.To do regular 1-O-1s & feedback session, to develop team members’ potentialCareer Pathing and grooming of employees for the next levelEnsures team performance as per agreed standards (TAT)Monitor and reduce absenteeism and attritionTimely completion of Performance Management System for the teamManaging three sub processes in Defined Contribution – System Setup (Plan Implementation), Datamapping and DeconversionEnsure that team members are aware of their responsibilities and hours of work and that appropriate tools and resources are available to them to meet key performance targets and service levelsWorkflow analysis & Process Improvements, daily/ weekly SLA monitoring and discussionCreate and maintain performance reports and daily/ weekly performance dashboardsEnsures that correct resolutions are found and involves appropriate parties to resolve problems when needed/close coordination with the client to ensure all issues are reviewed and closed on a timely mannerAccomplishments:Setup new sub process of 26 FTE for DC Data Deconversion and Folder posting and validation. The new process was successfully transitioned from US to Gurgaon center and went live in September 2009. Strengthened vertical movement of team members in the process. Successfully accomplished 7 promotions in the team between March 2010 and June 2010New 25 FTE sub process of DC Omni Script transitioned