• Managing overall operations and service delivery of the Payments Team and Agent/Suppler Chasing Team within the Trademarks Renewal department• Leading and managing a team of administrators and SME to ensure timely andaccurate processing of payments, statement reconciliations, Direct renewals(Payment to PTO’s - Patent Trademark Offices) and Agent chasing for CPAGlobal trademark suppliers network• Ensure that all functions within the LOB (Line of business) meet the keyperformance indicators (KPI) such as Financial year business goal for the TMR,Quality, Turnaround time, Productivity• Assign monthly/quarterly/annual goals to team members and monitorobjectives for the team in line with business objectives• Transition any new work type, team, or designing a new service forclients/suppliers• Identify process leakages and opportunities in new/existing processes fromregional offices for driving cost savings• Responsible for driving effective reconciliation of supplier accounts torecognize outstanding revenue for the department• Tracking and report data relating to individual, team, business performance on an on-going basis• Ensure Zero lapse (non-renewal) case in assigned line of business• Act as a one stop shop for any escalated issues originating from clients, regional offices or supplier network and give prompt solutions• Work accurately under pressure, regularly dealing with large volumes• Covering other team members workload during sickness & holidays• Handle any other reasonable task as specified by management

• Monitoring and share the feedback for a major US airline.• Running various improvement Initiatives through Six Sigma Projects.• Mentoring new agents joining the process.• Conducting calibrations with client, gauge the variance.• Analyzing the weekly quality report for identifying the major areas of opportunities and work on improvising them.• Publishing daily reports at process.• Making weekly and monthly reports and maintaining data, ensure data is available when required by management team.