Rashmi Batra Email and Phone Number

• Lead & guide a team of 7 Project Managers supporting an enterprise level Program & consulting projects• Plan, perform & manage large, strategic, cross-functional and high visibility customer facing projects with the ability to multi-task between several projects independently and changing priorities & schedules simultaneously• Accountable for end-to-end delivery of projects, managing all activities in a project life-cycle (initiating, planning, executing, monitoring/ controlling & closing) and ensuring flawless execution of projects• Responsible for delivering programs/ projects within defined scope, cost, time & quality, enabling the expected business benefit to the client’s satisfaction, managing issues, risks & dependencies successfully along the way• Deliver Quality & Operational Excellence professional Services; focused implementation efforts up until and including a successful handshake; definition of SLAs, measurement of KPIs, their impact. And monitoring of program progress together with the relevant stakeholders • Support the strategic objectives related to short term or long-term project engagement and initiatives based upon the user-defined business• Work with subject matter experts (Onshore – Global Teams) to plan and execute the transition of work• Actively participate in special projects to drive business results. Steer process meetings / calls to a logical conclusion• Motivate team members, anticipate staffing needs, acquire talent for the future, and manage attrition. Provide coaching and feedback to team members to enable them to improve their performance to raise individual and organizational capabilities• Build relationship with Onshore Management to ensure a “one-team approach”

• Part of Continual Service Delivery Improvement Team, looking after Service Desk, Field Services & Desktop Engineering Tower (BUs) • Driving projects as per standard Project Management methodologies & Statistical Process Control methods to baseline and improve service delivery• Building and maintaining healthy business relations with internal / external clients for ensuring repeat business • Driving and measuring the efficiency and effectiveness of the Incident/ Request Management, Change Management (as Change Manager), and Cost Control process (Cost modelling, FTE optimization through Shift Left) • Reviewing Monthly Checkpoint Decks on Service Delivery & Performance, as measured with agreed business targets (SLAs), with PMO & designated stakeholders. Also, involved in consolidating account level data for Gartner Study• Focused on BAU CSI activities, SLA measurement and SOW alignment (SLA Validation, RCA and Improvement Projects)• Responsible for Continual Service Improvement and Service Optimization through operational performance tracking and analysis, Change Management, Cost Management & Financial Analysis • Reviewing Balanced Scorecard for critical business perspectives’ (Financial, Customer, Internal Process, Learning and Growth). Analyse trends to implement improvement projects targeting to attain/ cross the best-case balanced score• On need basis, involved in Service Transition to BAU • On need basis, involved in Business Continuity Planning

Manage customers mortgage accounts.Call customers to inform about pending payment.Disburse monthly mortgage premium/ cancel mortgage per case history.Guide & train new team members on process. Monitor team calls & cases to ensure quality standards are being met.

Part of Target store card customer care support team.Ensure to resolve customer queries within defined time & quality parameters.Manage client's store card history.Block/ Unblock cards as per customer requirements.

Responsible for taking outbound sale callsEnsure to meet daily & monthly sale targetsDaily & monthly sale dashboard reporting