PROFILE SUMMARY ● A competent professional with 20 years of extensive experience in the field of Operations Management, Customer Retention, Cross-functional Coordination and Team Management & Leadership ● Decisive, strategic and performance-driven professional with merit of delivering transformational change in Cards Business & BPO Operations; established operations from grounds-up, built capabilities and set up governance structure, service delivery strategy, operation readiness and & enhanced internal controls in the organization● Added value to the efforts of the organization and drove organizational objectives by successfully implementing process flow & enhanced systems, improvement projects● Impeccable recordof building high performance teams, implementing continuous improvement programs and partnering with stakeholders● Set-up and rolled-out successful quality management in service environment, overachieved expectations and exceeded all set goals by enduring excellent customer relationships● Drove strategic vision as an executive team member and collaborator; produced strategies to improve client service levels● An effective communicator with strong relationship management skills with the capability to relate to people at any level of business and management across the globe; possess excellent analytical and negotiation skills