Growth Path:Key Result Areas:• Analyzing and mapping the customer journey, identifying key touchpoints and opportunities to enhance the customer experience.• Developing and implementing customer experience strategies that align with the company’s objectives, focusing on customer satisfaction, loyalty, and retention.• Identifying areas for improvement in customer service processes and implement solutions to streamline operations and enhance the customer experience.

Operational Requirement Analysis• Working closely with marketing, sales, product, and customer support teams to ensure a unified approach to customer engagement and satisfaction.• Client and Team Management: Review, manage, and exceed client deliverables by translating requirements into actionable team plans. Build strong partnerships with clients and on-shore teams, and monitor team performance to ensure efficiency and effectiveness.• Performance and Development: Conduct performance management, provide coaching and feedback, and use available tools to support associate development. Hire and educate team members on company policies and behaviors.• Transition and Project Management: Oversee the transition of work from onshore to offshore, ensuring adherence to business cases, timelines, and budgets. Manage all transition components including planning, staffing, knowledge transfer, training, and process metrics, while building effective partnerships across various functional areas.• Tracking and improving capacity and utilization of resources; reviewing colleague and ops health scorecard metrics, data verification, escalations, workflows and document trends.• Promoting continuous improvements by incorporating LEAN strategies.• Led the “Money In” project, managing asset transfers from previous providers and external FIS, focusing on Pension Plans, 401(k) accounts, Defined Benefits, and Defined Contribution Plans.• Oversaw project migrations, capacity planning, IT infrastructure, and transitioning processes to BAU.• Handled new workforce migration from the USA.• Conducted end-to-end project planning: infrastructure, capacity, resource utilization, IT needs, BCP units, training, and goal-setting with SOW agreements.• Analyzed volume trends, managed project migration, and ensured timely process go-live.• Planned and executed BCP, with regular quarterly testing.• Ensured process migration adhered to SOPs, mitigating risks, and transitioning to BAU.• Assessed

Key Result Areas:• Managed team performance, QC, and RCA.• Managed 401(k) plan setup, documentation, and transactions.• Handled asset transfers, money moves, record moves, and contributions for 401(k) plans; paid out loans against 401(k) funds and managed beneficiary transfers.• Automated processes and managed spinoff projects.• Identified overtime needs and improved processes through RCA.• Maintained financial transaction data and collaborated with CIMs for smooth operations.• Managed spinoff assets, investments, and loan transfers.• Led quality checks for high-value transactions and conducted team training.