• A dynamic professional over 6 years of experience in Capital Market Outsourcing Process, People Management, Client Servicing and Quality Assurance• Experience in handling overall functioning of processes & implementing processes in line with the pre-set guidelines• Proven ability in setting up & rolling out successful programmes, overachieving expectations & exceeding all set goals• Proficient in managing & leading teams for running successful process operations & experience of developing procedures and service standards for business excellence• Adroit in overseeing the documentation of test results and preparing the data in the form of a graph or chart• Stellar in generating MIS Reports and various other reports to keep track of financial position• Possess excellent interpersonal, communication & organizational skills with abilities in team management, team motivation, customer relationship management & effective crisis management• Setting up targets, SOP & SLA and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets• Designing dashboards for operations & monitoring day-to-day resolution closures & case aging to ensure timely resolution• Mapping business requirements & coordinating in developing & implementing processes in line with pre-set guidelines• Transitioning systems to upgraded versions to achieve efficiency in various operations; spearheading process improvement initiatives• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines• Designing and implementing systems, processes and procedures to facilitate smooth functioning of overall production operations and enhance operational efficiency• Ensuring the team has necessary people, skills, knowledge and tools to deliver the appropriate level of service and operational metrics as defined for the process