Presently engaged as a District Partner (Client Relationship Manager) managing the overall Talent Acquisition planning and execution for two of the client's major geographies.

Led this project as the Global Service Delivery Lead of HR Operations for a US-based client, led this project through its mobilization phase (transition phase) and was directly involved in setting-up the services in multiple delivery centers (Mumbai, Buenes Aires, Prague, Manila) across the globe,While in parallel to the transition progressions, I was also successfully able to setup and deliver a very solid, consistent and at the same time a very flexible ‘interim service’ to the client. This had immensely helped Accenture in cementing the relationship with a new client.Managed global service delivery of WFDA (Workforce Data Admin), HR Contact Center, Learning Admin, Compensation and Performance Management.

Led Business Operations for a US-based THRO (Talent & HR Operations), and eventually took over the role of the Client Service Delivery Lead, was ellivated to CL-7(career level 7), and managed the following areas...- Client Relationship Management on an Account level- Managing Account Financials & Commercials- Leading all client facing governance- Reporting & Business intelligence- All automation (RPA) projects- Intelligent Ops and SynOps- ServiceNow Transition

Joined this profile (BST- BRG) in April 2012 as a CL-9(career level-9) specialist and ellivated to CL-8(career level-8) Associate manager, and managed 13 BRG (Business Reporting and Governance) projects between April'12 till Aug'18. 13 BRG projects included - 6 HRO, 5 digital-marketing, 3 F&A and 3 Contact Centre projects. BRG stands for "Business Reporting and Governance".Developed, led and managed the overall BRG-portfolio of Accenture Mumbai. Defined, documented and approved the service levels of the services that the service-delivery teams will deliver to the client. Designed and implemented the Service Management Framework and the requisite processes and governance structure. Developed and implemented the framework for reporting the Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). Worked with the operations-delivery team with various bussiness reporting and intelligence products like - Governance administration, Incident and Problem Management, Change Management, Reporting & Performance Management, etc. Core responsibilities included...- Establish BRG (service management) framework for new mobilizations (transitions) in Accenture Mumbai Operations- Hire and train new BRG resources in Accenture Mumbai Operations- Manage all BRG related escalations and concerns- Direct & Drive automation initiatives to bring in efficiencies & build tangible solutions- Build & execute Data Visualization journey for clients along with embedded analytics (Tableau, PowerBI, OPRIA)

Part of the Pilot team from Accenture BPO Services for RPO.Accountable for the recruitment of sales professionals of an Indian Insurance client. Working with the Accenture Consulting team for RPO for IDB(Indian Business Development). Working with the client at the client site in 3 different locations across North India. Managing client expectations and deliverables. Managing existing Vendors and creating new relations with new vendors. Travelling across client locations and conducting various recruitment activities. Consulting and servicing the client for recruitment management. Suggesting innovative recruitment approaches to the client and vendors. Meeting recruitment targets with quality requirements for the client on all locations, pan India.Various analysis for strategic planning and presenting it to the project leadership and the client.

I look after the 'Screening', 'Scheduling', 'Channel management', 'Vacancy posting' and 'Central Admin' as a part of the process of 'Recruitment Management' for our clients. I manage the client relationship .This is done via SLAs, reviews, reporting tools and issue management. I own the Monthly and weekly Operating Review , Support the leadership and management BPO Centre in supplier, client and internal metrics management through analysis of issues and data, mature handling of issues between stakeholders and highlighting key problems in a timely manner.

Leading managing and developing a team of 16 CREs.Setting and assessing team-member's performance expectations and creating individual and team action plans.Providing annual, six-monthly and quarterly ratings to the team.Monitoring and providing constructive feedbacks on performance and goals to team-members on regular basis.Conduct briefings and team meetings for team status updates, new process updates, policy and procedure changes, etc.Managing and handling individual as well as team-related issues and concerns.Assistance with scheduling and forecasting of staff to maintain optimal service provision.Present current process-related issues and trends, and recommend solutions to management.Job Highlights (Enhanced Profile):• Designing and Leading a performance improvement project named ‘LaserFocus’.• The project was designed to improve the performances of low-performing employees of the project. Assimilating them into teams and scheduling their trainings, on-job-assistance, monitoring, feedbacks, performance analysis and driving them towards a better performance result.• Scheduling the staffing and also the on-job-training/feedback roster as per the forecasting of service level commitment of the project.• Documentation of the progress of the Laser-Focus employees as well as the trainings/feedbacks/analysis/targets of the above mentioned employees.• Co-ordinating with the operations team, HR-team, scheduling team, Voice & Accent team, quality team and the management for the smooth functioning of the programme.• Resulting into significant improvements in the major matrices of the project. • Recognised and awarded for achieving results that exceeded the expectations of the LaserFocus programme.• Was awarded ‘The Accenture Whiz-kid Award’ for excellence in work and for innovative initiatives.• On 6 occasions have been recognised as the top team leader of the month, in a span of 2 years, in Accenture Services Pvt. Ltd.

• Monitoring and providing constructive feedback on performance to team-members on regular basis.• Conduct briefings and team meetings for team status updates, new process updates, policy and procedure changes, etc.• Managing and handling individual as well as team-related issues and concerns.• Providing technical and process-related trainings to the team.• Motivating and driving the team, as well as individuals, to achieve the best results possible.• Providing technical assistance and guidance for handling calls related to DSL network & software queries and problems.• Assistance with scheduling and forecasting of staff to maintain optimal service provision.• Present current process-related issues and trends, and recommend solutions to management.• Supervisory, Floor-Walking, First level Escalation.• Have been awarded and recognised as the BEST SME (Subject Matter Expert) OF THE YEAR 2006-07 and also for 2007-2008, in Accenture Services Pvt. Ltd.• Have been very successfully managing 3 different teams on different occasions, alone, without a Team-Leader, as a SME for 2 years.• Have ‘twice’ won recognition as the Best SME of the quater.• Have led a team into achieving the best team of the month on 6 occasions as a SME and 5 occasions as a Team Leader.• Have led teams into achieving the best team on key metrices of the project on several occasions.

Sr. Technical Support Executive for a US-based I.S.P. client.

Have worked for 2 years with Reliance Infostreams Pvt. Ltd. Designation: Customer Response Executive Department: ECFU (Enterprise Customer Facing Unit) Job Profile: • Was part of the core team of DENG (Digital Electronics News Gathering) Control Unit. The prime responsibility included mapping of the IP addresses between the Web World(Source) and various NEWS Channel Studious(Destination). • Handling the troubleshooting for NETWORK ISSUES in DENG.• Managing Audio and Video Transmissions using related softwares and interfaces.• Handling customer service for the Reliance Infocomm Telecommunication network.• Handling Technical Queries & Complaints relating to Internet and Data services.• Assistant to the Team Leader.• Supervisory.• Taking 1st level escalation.• Floor Working, Handling breaks schedules.• Assisting Team Leader in preparing daily CMS reports.• Call Monitoring (Was a member of Call Monitoring Team)