• Responsible for implementing project and program management approaches and processes and determining the most important businesses objectives• Established financial and budgeting initiatives and oversee large-scale resource allocation• Making sure that all projects and programs help achieve program-level goals• Assigning available employees to projects in accordance with their skillsets, previous experience, and availability.• Monitoring day-to-day project activities and corresponding resourcing.• Capacity planning, i.e. making sure that all resources have capacity to work on upcoming projects.• Monitoring and managing employees’ workload, utilization, and overtime hours. • Overcoming resource shortages by means of resource management techniques, reallocating resources, assigning more staff, etc;• Possess knowledge of all the current and upcoming projects run in an organization and business development activities and being able to plan resourcing accordingly.• Work with cross functional teams like Admin, IT support & HR department regarding staff training, compensation and benefit planning, payroll administration, and hiring new staff for projects.• Documenting processes (e.g. weekly utilization report, etc.). • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.• Leading ongoing reviews of business processes and developing optimization strategies.• Responsible for gathering critical information from meetings with various stakeholders and producing useful reports.• Ensuring solutions meet business needs and requirements.• Responsible for managing projects, developing project plans, & monitoring performance.• Responsible for monitoring deliverables & ensuring timely completion of projects

• Establish project governance, managing risks and issues• Ensure appropriate use of project management methods and tools• Provide project reporting including overall performance of the project and project completion documentation• Responsible for publishing the Project Dashboard, Resource Planning sheet; All track productivity report, Capex/Opex report, Quality report, Additional effort, Issue/Risk Register, Meeting Compliance report, Resource tracker, CSAT report, SLA targets met/not met and people availability Report for Senior management• Developing project scopes and objectives, involving all relevant stakeholders & ensuring technical feasibility• Collaborate with stakeholders globally to implement close to 300 projects, from initiation phase till closure• Stakeholder management with effective communications and Keep meeting schedule /calendar and action log at overall Program or project level for effective a tracking• Communicate / promote PMO initiatives and reporting tools within the portfolio and champion active clarity compliance adoption and usage• Managing end to end Change Control Management process• Achieved 97% adherence quality compliance to client’s Business Change Delivery Framework from a low of 64% compliance across 300 projects• Reporting view of financials, using plan, forecast, actual & comparison against baselines & benefits tracking• Maintain resource utilization plans for projects, by generating, consolidating, updating weekly and monthly resource plans

Key Account-abilities StrategyMonitor and drive plans to achieve successful completion of work as per the time, budget and quality standards. Develop long-term goals within own business areas to align with the organizations vision. Create plans, which involve capitalizing on current opportunities and future emerging trends.Establish and monitor standards and metrics to support excellence in process transition.Responsibilities (Client Management)Single point contact for the client and the senior management for a specific shiftInterface with clients frequently and maintain an excellent relationship with themOversee and coordinate client escalated operational issuesManage and oversee effective dissemination of client information to operations teamsEnsure compliance across processesEnsure that the feedback from client, revision analysis are disseminated to the team members and track for improvements &Timely flagging of issues to managementOperations & Service ManagementManage process adherence and delivery as per the service level agreements.Drive process efficiency and consistency.Drive a culture of continuous improvementTeam Management Carrying out supervisory responsibilities in accordance with policies and procedures.Responsibilities also include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.Motivate and coach the team towards achieving goals.Formulate long term plans for the development of the team.Conduct coaching sessions with the team focusing both on tasks and behavioral issues.Create and maintain a culture of empowerment and professionalism within the team.Keep the team informed of strategic developments within the business area.

Key Result Areas• As a PMO lead, foster positive relationships with all stakeholders, develop business plans and ensure execution of these business plans.• Ensure overall management, tracking, and reporting of cross-functional, project-oriented work efforts, ensuring that projects are delivered on time, within budget, adhere to high quality standards.• Convene regular review meetings to track and assess project portfolios with senior management and project sponsors and other stakeholders.• Responsible for applying project management knowledge, best practices, skills, tools and techniques to project deliverable, processes, and systems.• Work with stakeholders across the organization to define key metrics and performance indicators.• Experience creating an effective team and building strong relationships across organizations, managing resources in a matrix environment, communicating and influencing effectively at all levels.• Proven experience utilizing structured project management methodologies and best practices in the delivery of projects/programs to internal stakeholders.• Excellent communication skills, including strong writing, and presentation skills.• Handling the project governance and tracking plans• Functioning as the SPOC between cross Functional Teams like HR, Admin., Finance and Quality • Involved in the consolidation of News letter for Account and BU• Liaising with the Team Manager to chalk out the TNI(Training Need Identification) List• Conducting change advisory board meetings, impact assessment and post-implementation reviews

 Reporting – Staffing, Idle Time, Headcount Reconciliation, Issue Log, Escalation (Outages), Volume, AHT. Analysis – Attrition, Service Levels, Productivity, Budget Vs Actual, Actual Vs Forecasted, Root Cause and Action. AVAYA CMS Maintenance - Agent Groups, Data Reporting, Report Validation, Id Addition Deletion Scheduling - IDP’s, Requirement / Forecast, Minimizing Difference, Communicate to Clients. Processing - Exception Processing, Vacation Planning, Off Phone Activity Planning Other Responsibilities - New Hire Orientation, Skill Set maintenance, Real Time SL & Outage Maintaining, Audit Data Maintenance Reviewing accounts and transactions, detecting risk trends, and summarizing key