Helping clients achieve their business objectives by driving large scale projects across Operating model optimization, setting up Shared Service centers, process re-engineering, technology rationalization as well as to institutionalize a culture of Continuous Improvement.

Business Process Reengineering / Lean & Six SigmaBusiness Process Outsourcing Project Management Strategic assessment

• Actively involved in sales and business development strategy along with the core sales and marketing team.• Planning and strategizing new revenue platforms through Direct to consumer business model• Business operations management with a focus on enhancing the client satisfaction score and overall delivery efficiency, Responsible for Net promoter scores • 30/60/90 planning and Day to day operations• Driving quality initiatives – Six Sigma, Lean Re-engineering• Managing multiple process ( Voice and non voice) : Visa Fraud, Property Taxes, exception management system, Customer Service – email and Voice, Web support, Disputes, GL Recs• SLA Ensure optimal levels of quality, adherence to SLAs, and superior customer satisfaction ratings; define quality parameters and actively monitor performance, perform data analytics, predict and mitigate risks, conduct quarterly performance reviews with clients, and design customized performance improvement strategies.• Establish reporting, forecasting, and training infrastructures to meet corporate and client goals and quality standards.

Service Delivery leader & Head of program Customer Service ( Voice)• Responsible for overall Service delivery, profitability of the process handled and the CSPM (Service quality) window for the program.• Manage and oversee day-to-day operations including financial budgets, communications, process improvisation and all client interactions.• Manage and Co-ordinate with KSPs like Work for management team, Campaign management team, and IT team• Lead the team of Operation Managers, Team Leaders, Trainers and TSRs and provide support to analyses on innovative business solutions in cost effective manner.• Span of Control, 4 Operations Manager, 27 Team Leaders and 510 Customer service representatives.• Setting Goals/Targets for the team and ensuring optimal level of capacity utilization for production• MIS Generation Analysis for client and organization analysis to track performance trends• Manpower planning, recruiting, scheduling and training• Ensuring optimal utilization of the resources and keeping a check on the attrition of the program.• Ensure the team meets the metrics required as per the business standards• Overall responsibility for the logistic requirements of the team as well as performance appraisals of the team