Building and maintaining strong relationships with the outsourcing partners & customers to ensure satisfaction and loyalty, Developing strategies to drive customer adoption, retention, and expansionLeading a team of customer success managers and specialistsProviding guidance and support to customers to help them achieve their goalsAnalyzing customer data and feedback to identify trends and areas for improvementCollaborating with sales, product, and marketing teams to align efforts and enhance the customer experienceServing as an advocate for customers within the organization, championing their needs and priorities

Lead operations & service delivery for a Multi Million Dollar FinTech company. Human Capital Development, Client Management, End to End SLA Management. Collaborating with the Recruitment/Hiring team to ensure proper resource planning and allocation, P&L Management ,Ensuring proper staff training & up-skilling for seamless delivery. Mobilization of business in line with the Client requirements

Handling Operations and Service Delivery for a World renowned , Billion dollar Travel & Lodging Company. Setting up the Service Delivery Academy team for the business ensuring process is streamlined.Human Capital Development

Handling and developing the Amazon (Fulfillment By Amazon - FBA) business for Vir Ventures Inc. Analyzing vendor requirement, checking the existence of vendors on system, setting up of vendors for business deals, obtaining approvals from respective purchasing managers for contract terms and conditions,, assessing vendor’s duplicate entry, updating vendor data and performance analysis Raising and Modifying Purchase Order’s, analysis of best prices and inventory management.Manage a team of 10+ category managers and reviewing the performance of each category.(Electronics, Computers & Office, Home, Garden & Tools, Beauty & Health, Automotive & Industrial, Toys, Kids & Baby, Food & Grocery)Buyer Activity – Proactive dealing with Vendors through email and calls. (Negotiation and Closing)Procurement – Proactive dealing with Purchase Orders, pricing, quantity and stock checking and closing deals through various tools.Resolving disputes and claims with vendors. Collaborating with the management in taking business decisions regarding expansion and multi-channel sourcing.

Handling Operations with a headcount allocation of ~ 120 Full time employees, for a Fortune 100 Organization involving; Project initiation, Service Delivery, Client Management, Process Improvement & Resource Optimization.Initiating & planning Business migrations, development, ensuring a low cost, high quality service to the business areas ensuring the risk is minimized and profit is maximized through effective management of costs/resources. Ensuring that process and procedures are continually reviewed and improved and the changes are communicated and implemented effectively. The job also entails checking on internal audits and measures undertaken and regularly reviewed in order to maintain quality and productivity at the optimum level.

Building High Valued Client Relationships and initiating business deals with them. Directly responsible for enhancing business portfolios and ensuring profit margins are achieved on an incremental basis. Rigorous follow-up's with existing clients and ensuring metrics are adhered to. Contract renewal's and fast track processing. Sales analysis and business enhancement.

Customer Service Delivery & Online Technical troubleshooting for the largest Canadian Satellite television service provide - Bell ExpressVu Canada. Up-selling / cross - selling of various media products (movies /Pay Per View Channels). Team Management, Metrics delivery and achievement, Call Quality monitoring and reporting as per client standards. Shared listening with clients for quality improvisation.

Attending inbound customer calls for Auto Financial Services (AFS - United States), PLCC for Australian customers,Monitoring quality services of calls, involving shared listening with the clients to analyze calls thereby improvising on the quality metrics to ensure enhanced customer service delivery. Providing dedicated feedback detailing out required action plan along with assisting them to follow through the same. Conducting hiring interviews for candidates, in liaison with the recruitment & resourcing team.