Create, communicate & implement the organization’s vision, mission & overall direction within his or her areas of responsibility sales & functionalLead, guide, direct & evaluate the work of other executive leaders including product owners & project managersAchieving the organization's overall strategic goals & contributing to the sales & profitability requirements of the business as determined by the budgets/strategic plansEvaluating the success of the organization as was budgeted for, planned for & strategically aimed to accomplish. Strategize the organization’s goal on trackMaintaining awareness of both the external & internal competitive landscape, opportunities for expansion, customers, markets, new industry developments & standards & so forth. Generally, stay in tune with any opportunities that the organization can leverageApply best practices & supervise all aspects of the business, including development, sales & marketing, services & project management. Develop metrics to maximize efficiency & boost performance & regularly evaluate success of company’s initiativesRecruit & develop best-in-class team members to nurture & retain the company's future leaders. Create collaborative & focused teams & mentor team members to boost engagement as well as personal & career developmentActively engage with clients & manage end-to-end client experience in order to provide world-class customer serviceEnsure all expense control systems are in place with close monitoring of all department expenses including revenue to payroll ratioReview & approve the functional enhancements on new projects, project plans, staffing & sign-off of all the products offeredRegular client visits for review & new sales & interim visits to internal officesConducting review meetings with all the stake holders - periodical/monthlyResponsible for meeting sales targets as per the annual financial planResponsible for fund management (Monthly Billing, Agreement Renewals) with finance team

Played a lead role in setting up & development of the entire back-office operations in HyderabadMajorly contributed in deriving & implementing policies, systems & operational procedures in order to streamline & attain an appropriate control on the company’s back office functionsEstablished optimum structures & facilities by providing strategic leadership to the companyManaged the HR & Financial Operations involving recruitment, on boarding employees, salary disbursal's, expense management & bank accountsCoordinated & executed all the back office related operational processes to ensure that policies are fulfilled as per the companyManaged the entire team – Remittance, Accounts, Treasury & Compliance departments on a day-to-day basis through given systems & procedures in assigning tasks to the team members & monitor the level of controls/measures takenDirectly supervise processes & procedures to ensure, we have the most efficient & controlled working environmentDeveloped a result-oriented working environment within the team, in organizing the best practices & implementation within the team

Accountable for handling the complete Operational, IT & Customer Service related activities including management of service levels, new operating releases & problem escalationManaging all the agents under the EMEA region functions pertaining to IT queries, pricing related requests & on the Customer Service escalations from several agentsCompletely responsible in onboarding any new agent & extending the post implementation support which involves coordinating with different internal stake holders & ensuring all the deliverables are been successfully achievedSolely responsible in implementing new services & features on business system, analyzing the existing platform as per the business/market requirements. Conduct training sessions for end users on system, security & preparing the required training materialsCoordinating with several internal stake holders (Business Teams Under EMEA Region, Product Team, IT Team) to configure the required operation modes & system utilities on service tie upsWorked collaboratively with Application & Infrastructure teams to manage the Change & Test Management Queue & ensuring all the relevant aspects (Testing, Change Requests) are being pro-actively managedEfficaciously working towards ensuring that all the agents service related concerns are accurately completed within the SLA's definedIncreased Agent Satisfaction scores by implementing several Operational Excellence procedures & creating standard operating plans for departmentsStreamlined business outreach & re-engagement of customers in coordination with the business teamSuper headed the complete overhaul of the entire operational process & led the optimization efforts for 20+ backend operations processes on lean principles

Signing several new clients from Gulf region via different marketing campaigns, road shows & managed direct salesEvaluating & documenting client environment, created project delivery structure & coordinated with assigned team to ensure all deliverables are successfully achieved along with a customer sign-offActively collaborate on the Clients requirements followed by an in-depth understanding of the given requirement & ensuring proper knowledge transfer to the development team in order to deliver optimal solutionsManaging the project teams from project initiation through to the project completion which involved active participation of project definition, process management, documentation, resource allocation & safe delivery of projectsMaintaining client relationship to achieve long-term retention & satisfaction. Promptly, escalating any quality or integrity issues. Identifying project risks & planning with appropriate people to resolve themManaging:o Client relationships at all stages of agreement until sign-off (SPOC between Clients & Internal Teams)o Revenue collections & payments from existing clients on a timely basiso Client AMC contract renewals & regular paymentso Financial Operations (UAE) involving salary disbursals, expense management & bank accountso Ad-hoc operations like arranging visa & accommodation to the engineers assigned on one particular project during the System Study & the Implementation periodGenerating & presenting contracts (Project Sign-Offs), quarterly P&L statements & account receivables including AMC’s & Add-On Modules, project costing, cash receipts/statements to the top managementFormulating documents related to Client, Internal Documents/Reports & submitting to managementPerforming contract re-negotiations & sign offs & revised client requirements through due diligence of manpower, time & budget estimations

Spearheaded a team of 6 Executives for all the HR related activitiesLed recruitment of quality manpower for Oil, Gas & Petrochemical Industries & operational activities like organizing different types of promotional events such as Road Shows/InterviewsManaged:o On boarding process involving External Affairs/Embassy (Jawazzat), Relationship (Joining Formalities), Ministry (Shoun) Relationship (Visa Approval Process) & Travel Related operationso Entire logistics (Transport) for around 200 employees working under us at the client environmentCoordinated with the Candidate & Client regarding joining & ensured, the completion of all formalities in India towards on boarding the candidate to KuwaitSupervised a 4 member team for maintaining entire set of documents of candidate’s personal profileSuccessfully arranged multiple road shows in Kuwait for promoting Genius Products - IT AccessoriesCoordinated with several prospective customers across Kuwait & organized the entire eventPromoted Software Product CASMEX, coordinated with the top management of different exchange houses across GCC & organizing the entire event in Dubai/Abu DhabiWorked as a Recruiting Lead, managed entire schedule of interviews with different candidates in Qatar, Abu Dhabi, Mumbai, Chennai, Kolkatta & CochinRecognized with several appreciation awards/emails with regards to service provided to EQUATE Petrochemicals Company, Kuwait (Client)

Improved overall quality of service & increased customer delight levelsAchieved overall productivity & service level targets of the teamEvaluated & identified the root cause of complaintsMonitored & maintained quality of interaction with customersMonitored service levels & periodic collection & analysis of data receivedDeveloped & submitted periodic reports to Team ManagerBagged “Exceptional Performer” Award amongst entire process in Sept’07Recognized with highest appraisal rating in half-yearly appraisal & identified as an “Exceptional Performer“Met & exceeded all business metrics & recognized for the best performance on the floor consistently

Worked as an Escort initially from 28th June 2004 till 20th February 2010 & was on rolls of the company from 21st February 2010 as a Commercial ExecutiveTaking care of the entire documentation of Pre & Post dispatchPreparing Commercial Invoices & sending it to the customers for payments & simultaneously to our accounts departmentPreparing monthly statements of all the invoices (Material Dispatched) & sending it to the concern departmentPreparing stock transfer statements of all the materials coming in & out of the MBD, Tubular & Telecom divisionPreparing pending orders statement & updating the same as & when dispatched for MBD, Tubular & Telecom divisionMaintaining the correct records of the entire documentation as per the company norms