1. Client Engagement and Relationship Management• Act as the primary point of contact for clients, ensuring their requirements and expectations are consistently met or exceeded.• Provide insights and recommendations to clients on optimizing processes, reducing costs, and improving service delivery.2. Process Analysis and Optimization• Analyze existing workflows and operational processes to identify inefficiencies and areas for improvement.• Recommend and implement strategies… Show more 1. Client Engagement and Relationship Management• Act as the primary point of contact for clients, ensuring their requirements and expectations are consistently met or exceeded.• Provide insights and recommendations to clients on optimizing processes, reducing costs, and improving service delivery.2. Process Analysis and Optimization• Analyze existing workflows and operational processes to identify inefficiencies and areas for improvement.• Recommend and implement strategies to optimize performance, reduce turnaround times, and enhance quality.• Monitor and report on key process metrics to ensure alignment with client and organizational goals.3. Project Management• Lead process transition and implementation projects, ensuring on-time delivery and adherence to quality standards.• Collaborate with cross-functional teams to execute projects and achieve set objectives.• Manage timelines, budgets, and resources to ensure successful project outcomes.4. Performance Monitoring and Reporting• Establish KPIs and SLAs for processes and ensure they are consistently met.• Regularly review performance reports and suggest corrective actions to maintain operational excellence.• Provide detailed performance updates to both internal stakeholders and clients.• Identify risks in processes and implement measures to mitigate them.6. Innovation and Technology Integration• Drive the adoption of new technologies, tools, and automation to improve operational efficiency.• Evaluate software and technology solutions that align with client and business needs. Show less

Strategic Planning and Execution: Executed effective strategies to enhance online property listings, simultaneously establishing measurable goals and KPIs for optimizing listing performance. Successfully onboarded new Builders and Brokers, enhancing website listings to optimize business outcomes. Acquired real estate projects and obtained accurate and sufficient information from RERA, including area and city prospect details.Content Management: Ensured the creation… Show more Strategic Planning and Execution: Executed effective strategies to enhance online property listings, simultaneously establishing measurable goals and KPIs for optimizing listing performance. Successfully onboarded new Builders and Brokers, enhancing website listings to optimize business outcomes. Acquired real estate projects and obtained accurate and sufficient information from RERA, including area and city prospect details.Content Management: Ensured the creation, modification, and ongoing management of property listings. Ensured quality control of property listings through implementation of effective processes. Performed regular audits to validate compliance with company guidelines. Utilized insights from market trends and competitor listings to optimize strategies. Secured a 12 Cr revenue increase by successfully promoting advanced listing packages to existing Justdial brokers and builders.Team Leadership: Oversaw a diverse team responsible for inside sales, field operation, product operations content creation, property listings,  Facilitated learning opportunities to foster growth and advancement within the team. Lead regular leadership review meetings for the Operations vertical on a bi-monthly/monthly basis.Collaboration: Developed strong working relationships with sales, marketing, and IT teams. Led efforts in optimizing product features to achieve industry-leading performance Implemented the use of property management software and various online platforms.Achievements: Secured nearly 400,000 broker listings while overseeing the successful completion of approximately 65,000 top-tier residential and commercial projects. Managed the onboarding process for over 800 paid projects on site. Efficiently implemented a CRM system for seamless management of the Project/Listings, Packages life cycle. Show less

Established and implemented a contact center for Ajio B2B business, encompassing: Provided exceptional customer service by addressing retailer inquiries in a high-volume inbound call center Responsible for handling outbound calls in a call center environment, focusing on inside sales for merchant and retailer onboarding. Managed a variety of retailer inquiries such as returns, cancellations, missing products, payment queries, tech support, and delivery issues through the backend… Show more Established and implemented a contact center for Ajio B2B business, encompassing: Provided exceptional customer service by addressing retailer inquiries in a high-volume inbound call center Responsible for handling outbound calls in a call center environment, focusing on inside sales for merchant and retailer onboarding. Managed a variety of retailer inquiries such as returns, cancellations, missing products, payment queries, tech support, and delivery issues through the backend team.Onboarded approximately 500 individuals, effectively managing business operations and sales: Managed and supervised a diverse team of 110 professionals, consisting of advisors, team leaders, sales operation managers, quality experts, and an assistant manager. Managed a backend operations team consisting of 330 advisors, 17 TLs, and 5 Operation Managers to efficiently handle over 250,000 merchant and retailer tickets. Drove monthly planning initiatives, collaborating with team members on strategies and actions required to meet coverage and retailer acquisition targets. Oversaw the execution of planned activities, lending support as required. Implemented alternate bridge plans whenever necessary in order to reach desired outcomes consistently. Adeptly prioritize agendas, balancing short-term and long-term needs while effectively managing both strategic and operational aspects. Utilized a data-driven approach to effectively influence critical business decisions and senior stakeholders. Show less

 Ensured accuracy of listings on-site for multiple cities including Delhi NCR, Mumbai, Chandigarh, and Kolkata Spearheaded a diverse team of 165 individuals, consisting of field/backend executives, Senior managers, and the branch manager. Resulted in an impressive increase in verified listings on 99acres platform by around 65% of the overall genuine listings. Upgraded ~35K unique properties, processed 4L photos, and 30K Videos per month for upselling Ensured consistent updating… Show more  Ensured accuracy of listings on-site for multiple cities including Delhi NCR, Mumbai, Chandigarh, and Kolkata Spearheaded a diverse team of 165 individuals, consisting of field/backend executives, Senior managers, and the branch manager. Resulted in an impressive increase in verified listings on 99acres platform by around 65% of the overall genuine listings. Upgraded ~35K unique properties, processed 4L photos, and 30K Videos per month for upselling Ensured consistent updating of website with current locality, society, and property information Analyzed and transformed data into actionable insights, enhancing business performance Led vendor evaluation and selection for business outsourcing, effectively managing operations and pay-out Contribute to critical mechanisms like MBRs/ QBRs/ Risk Reviews/ Program Plan ReviewsSuccessfully led product initiatives Launched home loan products to attract property buyers and avail services through banks. Profiled and heightened visibility for 800 leading brokers on-site in the year 2019. Enhanced user experience by providing a collection of 700 locality videos on site during the year of 2018 Successfully enriched the functionality of map usage on property detail pages by incorporating over 10K high-quality images and up-to-date locality data in 2017-2018. Ensured accurate lat-long and visually appealing images for ~1.30 L Society's website during 2015-2016.Awards: Achieved extra mile accolade from the Chief Business Officer Show less

 Managed accounts for Airtel, Idea, Hero Fincorp, and HDFC. Managed PnL of 10Cr for Northern India, overseeing Telecom and Banking clients Led the effort to secure profitable business through client acquisition and contract negotiations, working closely with a team of three Business Development Managers. Forecasted and achieved sales targets within set deadlines, resulting in increased client base. Managed region operations and achieved delivery and service quality norms by… Show more  Managed accounts for Airtel, Idea, Hero Fincorp, and HDFC. Managed PnL of 10Cr for Northern India, overseeing Telecom and Banking clients Led the effort to secure profitable business through client acquisition and contract negotiations, working closely with a team of three Business Development Managers. Forecasted and achieved sales targets within set deadlines, resulting in increased client base. Managed region operations and achieved delivery and service quality norms by overseeing 15 branch offices, 5 operations managers, 10 process leaders, and a team of 200+ backend and field executives. Ensured adherence to pre-agreed budgets and costs through effective planning and budgetary control. Show less

 Oversaw the complete range of branch value, comprising both new and existing current and savings accounts Provided guidance and support to newly acquired customers Identify and recommend appropriate product variants to customers, maximizing potential revenue from float opportunities. Demonstrated ability to effectively cross-sell Corporate Salary, Working Capital / Business Loans, and TPP & other products.

 Managed accounts for Virgin Mobile India, TATA Docomo, Uninor, HDFC Loan, IDBI Loan, PNB Loan, Deutsche Bank, Corporation Bank, LIC of India, ibibo ads Managed 150+ headcount, overseeing 7 TLs, and facilitating the monthly activation of 60K prepaid and postpaid services for dealers including document collection, invoicing, auditing, scanning, and warehousing. Efficiently handled the monthly audit responsibilities for TERM/TRAI Ensured seamless backend procedures and accurate… Show more  Managed accounts for Virgin Mobile India, TATA Docomo, Uninor, HDFC Loan, IDBI Loan, PNB Loan, Deutsche Bank, Corporation Bank, LIC of India, ibibo ads Managed 150+ headcount, overseeing 7 TLs, and facilitating the monthly activation of 60K prepaid and postpaid services for dealers including document collection, invoicing, auditing, scanning, and warehousing. Efficiently handled the monthly audit responsibilities for TERM/TRAI Ensured seamless backend procedures and accurate document verification for loan dispersal. Show less

 Managed account for Bharti Airtel (Delhi/NCR, UPEast, UPWest, Himachal Pradesh, J&K, Punjab, Haryana) Managed headcount of over 100 employees and supervised a team of 9 Branch Managers for postpaid activations, handling tasks such as document collection, invoicing, auditing, scanning, and warehousing Ensured smooth first-time activation experience for customers by managing the inbound calling process effectively for toll-free and Postpaid VAS services.

 Managed account for Idea Cellular (MP & CG) Managed Prepaid and Postpaid document management for end-to-end processes, including document collection from dealers, invoicing, audit, scanning, warehousing. Oversaw activation/service provisioning and VAS services with a team size of 60 people.