Ruby Margaret Chacko Email & Phone Number

Pune Area, India

In this role, worked with pre-sales leaders helping build Account plans for large clients across verticals, facilitate the internal pre-sales business reviews structured between geography & verticals. The team published relevant MIS / dashboards to Executive leadershipThe role scope was enhanced to cover three critical functions a) Proposal Factory b) Client visit Management & c) Hiring enabler. The proposal factory team ensured language, content adequacy and overall presentation of all proposals submitted by Business Process Services (BPS) Pre-sales teams.

Mumbai Area, India

Led the CoE initiatives for Customer Service division. The Role involved Streamlining & Standardization of processes which helped in building strong Performance management controls. The success of this program led to the scope being enhanced to cover overall division which included Customer service & Credit Operations.The team built a comprehensive transition toolkit for seamless transition of new projects. The group encouraged and succeeded in sharing & implementing best practices within various units. These initiatives resulted in creating a Quality framework and streamlining quality processes across the larger SBU. The program was scaled across various business units within TCS BPS units.The CoE team was responsible for creating product / service brochures, building testimonials, white papers & assisting in preparing analyst briefings

Mumbai Area, India

Worked on the Citi client account for 10 years in various capacities. Started off as Team Manger and was part of the SEED team that travelled to Jacksonville in 2004 to migrate the process to eServe. From leading a single team, elevated to become an Operations Manager in 2007 ( Span increasing to 100+ FTE ) and subsequently as Unit head / Sales head in 2010 ( span increasing to 500+ FTE ) In this role, was responsible for Leading high performance teams • Managing SLA metrics like CSAT, Sales, Sales Compliance, AHT etc. • Attrition Management • Employee Engagement• Hiring The Unit head role provided with the exposure to working with cross functional teams. Held additional responsibility as Sales & Sales Compliance manager for the site & was expected to meet target of Sales Compliance as per Citi / US regulatory guidelines Some Key initiatives during this role execution • Led innovation & transformation initiatives leading to enhanced customer experience, improve cross-sell, save costs, and build performance management frameworks • Participation in the COPC certification for the unit • Was part of the core team that was instrumental for CMMI Level 5 Svc certification for the business unit• Led the unit hiring / fulfilment team and worked in collaboration with Human ResourcesKey Accomplishments • Nominated to share best practices on Sales Compliance across various Citi sites globally • The TCS Unit was among the top 3 sites across Citi sites globally on balanced performance for Sales & Sales compliance. • Clearing all internal / client audits with no Non-Conformances• Workplace branding aligned to client priorities. This was taken as a best practice across the company.

Mumbai Area, India

Chennai Area, India

Pgcbm, Business Management

B.A, English Literature