 Manage client relations to ensure satisfaction and promote business continuity. Identify and pursue cross-selling and up-selling opportunities for client account growth. Developed a Google Dialogflow conversational AI demo, pitching successfully for three paid pilots in the financial inclusion sector.

 Deputy General Manager – Offline Payments Business Operations (Oct 2021-Sep 2022) Program Management of Paytm's Merchant Cash Advance (Loan), overseeing engagement for expanding the lendable base and managing lead submissions and disbursals in collaboration with business, risk, and product teams. Established a Pan-India service network of 1200+ field service executives for supporting and servicing Paytm's offline business merchants, including QR, sound-box, and EDC (card swipe) machines. Asst. General Manager – EDC Operations (Oct – 2020 – Sept 2021) Led a 200+ team in day-to-day CX operations for Paytm's EDC (card swipe machine) business. Defined business processes, incorporating product feedback through collaboration with various stakeholders such as tech, product, sales, onboarding, inventory, and finance to ensure an optimal merchant experience and drive business growth.

 Lead a team of project managers overseeing the successful delivery of numerous international data science/machine learning projects. Established PMO and organizational systems at a growing startup, covering recruitment, resource utilization, learning & development, and project management across all verticals.

 Led end-to-end planning and management of pan-India launch projects and cross-functional initiatives for Amazon operations in India, spanning first mile, middle mile, and last mile operations. Standardized and optimized project execution methodologies, achieving cost and schedule savings for the company.

 Established performance management systems and progress monitoring processes at a new engineering center. Developed key performance indicators (KPIs) and dashboards, including OTIF, S-curve, SPI, CPI, to track and analyze performance across multiple engineering departments. Planning Manager for Lucknow Metro rolling stock project, tracked progress and coordinated between design, procurement, vendors, and manufacturing teams for on-time project delivery.

 Capital Systems Manager (Jan 2014-Mar 2015): Led a $100 MM greenfield Oral Care project, implementing internal controls and developing processes. Created a management manual used as a reference in P&G sites globally. Project Manager (Apr 2012-Dec 2013): Oversaw a $20 MM brownfield distribution center project, ensuring ahead-of-schedule delivery within cost targets. Managed a team of 15+ and collaborated across functions. Project Control Manager (Apr 2011-Apr 2012): Managed a $70 MM greenfield Beauty Care project, responsible for schedule development, cost estimation, and tracking. Presented benchmarking reports for budget approval and integrated schedule and cash-flow for optimal execution.

 Lead Planning Engineer (Jul 2010-Apr 2011): Managed a $170 MM Oil & Gas EPC project, developed a planning package, and negotiated progress measurement methodology with the client. Prepared and released weekly and monthly progress reports to update senior management and the client. Planning Engineer (Jul 2008-Jul 2010): Contributed to a $456 MM Oil & Gas EPC consortium project by proposing an invoicing strategy, avoiding blockage of substantial funds. Received ICONS award for this. Negotiated cost impact claims, realizing approximately $7 MM. Received another ICONS award for this contribution.