Highly motivated leader in quest of professional enrichment opportunity with a growth-oriented organization. Over 21 years of experience and expertise in Operations Management, Work Force Management, Process & Team Management, Process Excellence, Process Re-engineering and Business DevelopmentOver 17 Years of experience in International BPO operations with Voice & Non-voice US-ProcessesHeld & driven Work Force Management, Customer Success through a pragmatic partnership with customers & cross-functional teams Have skills in building product visibility, reviewing & interpreting team response to facilitate improvement & contribute towards the growth of the organizationAn effective communicator with excellent relationship building & interpersonal skills, problem solving organizational abilities, possess a flexible & detail-oriented attitudeAn effective Operations leader with experience in building teams from ground zero, & further demonstrated ability to incorporate innovative management techniques that resulted in enhanced business practices, increased productivity cost savingsExperience in building & successfully running large team 24x7 support operations. Have grown, motivated & led high performance winning team Transition Management Documenting agreed outcome & processes; following up with technology for smooth process transformationEnsuring process stabilization to accomplish steady-state operation & continuous improvementsRecommending improvements in SLA's by bench marking best practicesClient & Process Management Mapping business requirements & coordinating in developing & implementing processes in line with pre-set guidelinesMap client requirements with organizational goals by implementing metric modules within the teamCollaborate with counter parts to understand business requirements & design governance modules Ensuring Zero errors by achieving delivery best quality norms by interacting with Client requests & grievancesAnalytical ability to understand existing process as is & bring in process improvement ideas to increase efficiencyFraming work direction & plan for associates after assessment of capabilitiesStrategic thinking & problem solving to building a stronger teamWell versed with capacity planning, Managing team functionsIncreasing profitability-Identify new business areas, preparing case studies, profile & create new accounts/teams offshore & Pan India Identifying new companies in the across markets through research & analysis reach out to screened companies, organizing & leading the leadership calls