• Led the content implementation team in delivering OTS SHL products(assessments and reports) across digital platforms.• Optimised workforce scheduling, balancing team workload to prevent burnout and maintain morale.• Led team of 8 employees, fostering a collaborative environment to meet project deadlines efficiently.• Led successful internal process streamlining, resulting in 40% team productivity growth within the initial year.• Executed efficient bug resolution processes to bolster support capabilities, enabling seamless client interactions for the sales and commercial teams.• Successfully delivered more than 300 assessments and reports within the first year, while resolving over 200 critical bugs.• Conducted performance reviews, identifying areas for development and rewarding high achievers.• Developed and delivered comprehensive training programmes, improving team skills and performance.• Supervised and delegated tasks to employees to meet key productivity targets.• Managed team by offering support and constructive feedback to improve skills and maximise potential.• Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.• Employed excellent communication and stakeholder management skills to drive successful implementation of business strategies, resulting in improved team visibility within the organization.• Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.

• Worked as a Team Leader/SME.•Led a team of 10-12 members through daily operations deadlines and service deliverables while keeping a close check on work quality.•Identified areas of improvement and actioned upon them to increase efficiency, effectiveness and team productivity.•Used good judgement to assess key pointers for the project.•Liaised with senior management for process improvement.•Managed and examined performance of executives to provide guidance for areas requiring improvement.•Managed complaints with calm, clear communication and problem-solving.•Handled all team conflicts as the primary point of contact.•Resolved customer queries and problems using effective communication and providing step-by-step solutions.•Identified issues, analysed information and provided solutions to problems.•Implemented training and development programmes for new employees to ensure seamless integration.

• Oversaw daily operations meeting deadlines and quality targets.• Developed excellent working knowledge of industry trends and improvements in processes.• Resolved customer queries and problems using effective communication and providing step-by-step solutions.• Collaborated with team members to achieve target results.• Demonstrated consistent hard work and dedication to achieve results and improve operations.• Identified issues, analysed information and provided solutions to problems.• Trained and mentored employees to maximise team performance.• Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.• Engaged with customers to better understand needs and deliver excellent service.• Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.

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