As Operations Head for IOPS, I led the end-to-end operations of the India office, overseeing the employee lifecycle from hiring to exit, and managing a growing team of 50+ Project Managers. I streamlined and enhanced processes, improving project management efficiency while fostering a culture that aligned with the company’s vision. Under my leadership, the IOPS team contributed 80-85% of the total business volume, playing a crucial role in the company’s success.Key Responsibilities & Achievements:Grew and managed the IOPS Project Management team, expanding from a small team to over 50 professionals, ensuring efficient project delivery.Streamlined project management processes, improving operational efficiency and the quality of service delivery.Fostered a team culture that promoted collaboration, innovation, and alignment with company objectives, resulting in enhanced employee engagement and business growth.Enhanced client service delivery by introducing white-glove services, addressing client pain points, and ensuring tailored solutions to meet client needs.Strengthened client relationships by proactively identifying and resolving challenges, which led to increased customer satisfaction and retention.Provided business insights to cross-functional teams (sales, supply, bidding), helping drive strategic initiatives that led to overall business growth.Played a key role in scaling operations, from recruitment and training to setting up seamless workflows, supporting operational excellence across the organization.

After being promoted to Assistant General Manager, I took on the responsibility of building and leading a high-performing team, scaling operations, and ensuring the successful execution of multiple projects. I led a robust growth strategy, growing the India office team from 11 Project Managers to 32, enhancing our capacity to deliver large-scale projects. Through strategic hiring, leadership development, and process improvements, I ensured the team’s success while maintaining a focus on operational excellence, client satisfaction, and efficient project execution.Key Achievements:Successfully grew the Project Manager team from 11 to 32, driving team performance and operational success.Implemented leadership development programs that empowered team members and contributed to overall growth.Improved project delivery timelines, resource allocation, and client satisfaction.Strengthened operational processes, enhancing scalability and efficiency across India operations.

Welcome backed at Quest MindShare India office after initial setup and transittion in 2016 with the focus of streamlining operations and driving growth for the India team. Responsible for overseeing the end-to-end operations, from hiring to employee exit, and ensuring smooth execution of projects by strengthening supply channels for efficient delivery. Led cross-functional teams to develop processes, optimize workflows, and improve overall operational efficiency.Key Responsibilities & Achievements:Streamlined operations to enhance productivity and ensure timely project delivery.Managed the full employee lifecycle (hiring, onboarding, performance, and exit) to build a strong, efficient team.Built and strengthened supply channels to enhance project delivery efficiency.Led process improvements and optimized workflows across multiple functions, ensuring alignment with business goals.Worked closely with leadership to identify and resolve operational bottlenecks, improving service delivery.Key Skills:Process OptimizationProject ManagementTeam Building & LeadershipSupply Chain ManagementEmployee Lifecycle ManagementOperational EfficiencyCross-functional Team Collaboration

Call Center Manager – TeleperformanceAs the Call Center Manager overseeing Adobe’s $12M annual account, I played a central role in scaling operations and driving performance excellence across 15+ Lines of Business (LOBs), including technical support, customer service, and customer retention. My leadership was key in growing the team from 188 to 400 headcount and successfully launching a new site ramping up to 300 while managing the Gurgaon site with 350+ employees.Key Responsibilities & Achievements:Spearheaded the growth of the Adobe account, increasing the headcount from 188 to 700 by developing effective recruitment strategies and robust training programs.Led the setup and operational management of a new site while maintaining the high performance of the existing Gurgaon site, ensuring seamless multi-site operations.Optimized and streamlined processes across diverse LOBs, enhancing service delivery, customer satisfaction, and retention metrics.Drove continuous improvement initiatives, meeting key performance indicators (KPIs) such as quality assurance, service levels, and client satisfaction, leading to sustained account growth.Cultivated a high-performance culture, focusing on employee engagement, coaching, and leadership development to support operational goals and client requirements.Skills & Expertise:Leadership in multi-site, multi-functional team managementStrategic planning and account scalingCustomer retention and satisfactionProcess optimization and efficiency improvementClient relationship managementCross-functional coordinationKPI management and reporting

Manager – Vertex & Quest MindShare OperationsI played a pivotal role in the establishment and scaling of Vertex, beginning as a partner and later transitioning to the first employee after 30 days. During this phase, I led operations and developed foundational processes that shaped the company's growth. Following this,worked with Quest MindShare to spearhead the India Operations setup. Over a 5-6 month period, I was integral in the planning, recruitment, and execution of setting up operations in India. This involved everything from initial hiring to the seamless transition of day-to-day activities and operational workflows.Key Responsibilities & Achievements:Built and scaled Vertex from the ground up, taking on a key partner role and later transitioning to the first employee after initial operations.Played a critical role in establishing Quest MindShare India Operations, leading recruitment efforts and planning for the company’s setup.Developed operational processes, including workflow management, staffing, and transition strategies to ensure smooth and effective operations.Managed day-to-day activities, driving the execution of core functions within the first 5-6 months of the India operations setup.Ensured a seamless transition for team members and operational processes while aligning business goals with organizational capacity.

Co-Founder | Head of Marketing & Operations – Pennywise 24x7 LogisticsAs the Co-Founder and Head of Marketing & Operations at Pennywise 24x7 Logistics, I oversee the strategic direction of our logistics and warehousing services. Based in SIDCUL, Haridwar (Uttarakhand, India), we specialize in providing tailored warehousing solutions that cater to small, medium, and large manufacturers. Our services include inventory management, storage, order fulfillment, and distribution, all designed to streamline supply chains. I am responsible for operational excellence, client relations, and developing marketing strategies that drive growth and customer satisfaction in the logistics sector.

Debt Collections Specialist – Third-Party Collections (US Market)In my role, I manage outbound collections and oversee debt settlement for third-party collections. My responsibilities include:Coordinating the collection process from start to finish, ensuring each account is handled efficiently.Monitoring payment status to keep accounts up-to-date and implementing corrective actions as needed.Utilizing skip tracing techniques to recover past-due payments from delinquent accounts.Documenting clear and concise summaries of interactions, payment arrangements, and discrepancies.Responding to client inquiries, resolving payment issues, and providing tailored payment solutions.Preparing detailed reports on monthly collections, ensuring accuracy and compliance with payment schedules.Maintaining accurate client records and ensuring timely follow-up for outstanding payments.Additionally, I assist with operational management, including daily workload reporting and management tasks, to streamline processes and improve team performance.

First Party Collections - Auto DivisionSuccessfully managed collections processes, ensuring compliance with company policies and achieving target recovery rates. Leveraged customer-focused communication and negotiation skills to build rapport and resolve outstanding issues effectively.Young Leaders Development Program (YLDP)Participated in a structured leadership program focused on enhancing management capabilities, decision-making, and strategic thinking. Gained insights into leadership dynamics and honed skills for team development and operational excellence.Contest ManagementDesigned and implemented engagement contests to motivate teams, drive performance, and foster a competitive yet collaborative work culture.Part-Time Staff CoordinationEfficiently managed part-time staff, ensuring seamless integration with full-time teams and optimizing resource allocation to meet organizational goals.

Customer Service Associate – Hutch TelecommunicationsAs part of the Customer Service Department, I played a pivotal role in ensuring seamless service delivery and enhancing customer satisfaction. My responsibilities included:Advising customers on various service plans and promotions.Assisting in setting up broadband services for Hutch customers.Handling complaints with a focus on prompt and effective resolution.Maintaining accurate records of customer accounts and team requirements.Supporting team operations by preparing application forms and coordinating documentation.Through these efforts, I contributed to improved customer experiences and operational efficiency.