Operations/Process Management• Experience in managing operations in diverse domains viz. contact center, commercial finance, banking and mortgage operations.• Goal Setting - setting both long term/short-term goals for the business and sub- processes. • Monitoring the overall functioning of processes. Use quality techniques and tools to evaluate current levels of performance, identify improvement areas and work with the quality team to create improvement plans and tools with a view to maximize customer satisfaction. • Planning and assigning work to the team in accordance with the goals of the process and the customer. Ensuring coordination within the team and processes to maximize productivity and accuracy gains.• Designing effective pricing models.Project and Change Management• Conducted strategic business assessment of new projects to determine potential for off-shoring and garner stakeholder support.• Managed large and highly complex global transitions in contact center, banking and finance and finance & accounting domains across industry verticals like Pharmaceuticals, Manufacturing, Retail, Consumer Goods, Hospitality, Travel and Shipping for geographies like US, Europe, Latin America, Africa and Asia Pacific. Ensured adherence to defined transition methodology to ensure seamless migration.• Change management at the organizational level aligned to transition needs.People Management• Responsible for hiring, training, developing, and managing performance of transition and operation leaders, managers, trainers, quality resources etc.• Determining training needs of leaders and identifying suitable training programs to enhance their operational efficiency.• Identifying and implementing strategies for enhancing team effectiveness by promoting a spirit of cooperation between team members. Specialties: Operations and Process Management, Large Scale Transitions & Project Management, Shared Service Setup