More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing… Show more More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing projects and heading project teams and the clients, have repeatedly displayed the dynamic leadership skills coupled with hands on experience to solve problems Show less

More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing… Show more More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing projects and heading project teams and the clients, have repeatedly displayed the dynamic leadership skills coupled with hands on experience to solve problems Show less

More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing… Show more More than 14 years of rich and varied experience in Operations, Customer service, People Management, Project Management and Client Relationship Management with reputed organizations Currently working with Tata Consultancy Services as “Operations Manager”, managing a team of 47 FTEs, responsible for Risk Management, Audit & Compliance, Process implementation, Process improvement, Quality management &Analytics TCS Certified Business Analyst in Nov’17 Proficient at managing projects and heading project teams and the clients, have repeatedly displayed the dynamic leadership skills coupled with hands on experience to solve problems Show less

Lead & managed team of CitiPhone Mumbai Control Officers. Below were the core responsibilities Monitoring quality of calls and transactions performed at CitiPhone India and highlighting exceptions through defect marking and feedback sharing process.Reviewing systems entitlements based on the job function and executing changes based on the exceptions observed during the review.Authorizing system based entries passed by Maker through Maker/Checker process.Preparing the… Show more Lead & managed team of CitiPhone Mumbai Control Officers. Below were the core responsibilities Monitoring quality of calls and transactions performed at CitiPhone India and highlighting exceptions through defect marking and feedback sharing process.Reviewing systems entitlements based on the job function and executing changes based on the exceptions observed during the review.Authorizing system based entries passed by Maker through Maker/Checker process.Preparing the business unit for handling audits and managing Internal & External Audits along with CitiPhone Risk & Control team.Preparing MIS reports and analyzing the same for providing summary to top management on business performance.Handled projects & assignments on behalf of CitiPhone Control team. Coordination with respective technology teams during system downtime and outages, launch of new applications / initiatives. This includes raising requests on portals, planning for project implementation, testing, etc. Handled responsibility for managing business indicators through Workforce Management.Handled ACD / EPBX through Avaya Site Administration & CMS Avaya Supervisor application for managing business indicators.Responsible for conducting periodic Secure Workplace Reviews & Holiday Login Review. Managing escalations of CitiPhone Mumbai control officers and actioning on it with end to end resolution.Giving constructive feedback, conducting mid-year & annual appraisals, setting goals for team members and guiding them with roadmap to achieve their goals.Coordination with Human Resource team for career development of team members.Nominating team members for rewards and recognition program.Planning and nominating team members for personal and professional development trainings.Tracking leave tracker for entire team, preparing roster for team members to have proper work life balance and including team member’s roster requests without impacting business deliverables on the required day. Show less

Teaching Basics of Computers, MS Office & Internet.Conducting tests post completion of the batch