Building Productive Teams & Streamlining OperationsAs Vice President of Operations, I am leading the charge in building strategic teams and departments while streamlining operations for maximum efficiency. With a relentless focus on talent acquisition, client relations, business development, and operational excellence, I am passionate about delivering exceptional results and fostering growth.Key Responsibilities:• Building High-Impact Teams: Leading efforts to create dynamic… Show more Building Productive Teams & Streamlining OperationsAs Vice President of Operations, I am leading the charge in building strategic teams and departments while streamlining operations for maximum efficiency. With a relentless focus on talent acquisition, client relations, business development, and operational excellence, I am passionate about delivering exceptional results and fostering growth.Key Responsibilities:• Building High-Impact Teams: Leading efforts to create dynamic and skilled teams through internal hires and strategic recruitment initiatives.• Global Talent Acquisition: Managing diverse recruitment teams, including domestic recruitment and a US staffing team specializing in W2 contracts, C2C, full-time placements, bench sales, and BPO/RPO services.• Streamlining Operations: Spearheading initiatives to optimize processes and workflows, enhancing efficiency and productivity across all departments.• Developing Policies, Processes, and Procedures: Creating and implementing robust policies, processes, and procedures to ensure consistency, compliance, and seamless operations.• Client Relations: Nurturing client relationships to ensure client satisfaction, retention, and long-term partnerships.• Business Development: Strategizing and executing plans to expand our market presence, diversify services, and drive revenue growth.• People Management: Fostering a culture of excellence through effective leadership, coaching, and talent management.• Operations Management: Overseeing operational aspects to ensure seamless execution and delivery of services.• Technical Recruiting: Leveraging expertise in technical recruiting to source, assess, and onboard top-tier talent.• Performance Management: Implementing performance metrics and KPIs to drive team and individual excellence.• Bench Sales: Proven track record in US Bench Sales. Experienced in bridging the gap between skilled IT professionals and top-tier clients, ensuring mutually beneficial placements. Show less

As Deputy Manager of Operations at Tekwissen, I oversaw the US staffing and recruitment department. I built and led a team of over 50 members of a highly productive workforce from scratch, ensuring the smooth execution of day-to-day operations.My responsibilities encompassed a wide range of strategic and operational tasks, which included managing client relationships, acquiring new clients, and collaborating with MSPs, clients, and hiring managers. Through my strategic initiatives, I… Show more As Deputy Manager of Operations at Tekwissen, I oversaw the US staffing and recruitment department. I built and led a team of over 50 members of a highly productive workforce from scratch, ensuring the smooth execution of day-to-day operations.My responsibilities encompassed a wide range of strategic and operational tasks, which included managing client relationships, acquiring new clients, and collaborating with MSPs, clients, and hiring managers. Through my strategic initiatives, I successfully onboarded and nurtured several clients, generated leads and revenue for the department, and contributed to the overall success of the organization.I was also responsible for end-to-end US bench sales, where I played a crucial role in connecting skilled IT professionals with reputable clients. This involved understanding client requirements, sourcing talent from the bench, and negotiating contract terms to ensure mutually beneficial placements. I managed a diverse portfolio of client requirements spanning various sectors, including finance, manufacturing, information technology, aviation, healthcare, oil & gas, retail, and telecommunications. Leveraging multiple vendor management systems, I implemented streamlined processes to ensure efficient operations and high levels of client satisfaction.I have led several process improvement projects that resulted in a remarkable 200% increase in efficiency. My strategic approach to project management led to significant productivity enhancements, including a net profit of $300,000 within a year and a 95% reduction in client rejections. These achievements underscored my ability to drive impactful change and deliver tangible results.I also managed both onsite and remote talent acquisition teams, showcasing my expertise in people management, delivery, workforce management, and talent acquisition. My leadership and operational skills were instrumental in steering the department towards success and achieving organizational goals. Show less

As a site administrator and a member of the eWFM/MI team, I was responsible for managing scheduling, leaves, breaks, and taking care of all system needs. I was also responsible for contingency management. Managed all reports to ensure productivity was always high and the department was able to meet all service levels as agreed. Designed and managed performance measurement index to drive overall performance for the department. I was also a part of the global incentive program, where I was… Show more As a site administrator and a member of the eWFM/MI team, I was responsible for managing scheduling, leaves, breaks, and taking care of all system needs. I was also responsible for contingency management. Managed all reports to ensure productivity was always high and the department was able to meet all service levels as agreed. Designed and managed performance measurement index to drive overall performance for the department. I was also a part of the global incentive program, where I was responsible for preparing departmental incentives. Worked closely with the telecom and IT teams to make sure adequate facilities and systems are available to meet the forecasted volume at all times. In addition, I have been actively interviewing internal and external candidates for the department. I am an HSBC-certified call coach, interviewer, and fire marshal. As a fire marshal and business contingency Spoc, I have managed multiple downtimes, adhoc drills, and prepared/managed business contingency plans for the department. I was also responsible for interviewing and hiring the right candidates for the department. I have also completed Diploma in Leadership Development Program with HSBC. Show less

During the transition (from Middle east customer service to UK customer service), due to shortage of management team in UK customer service I had to oversee the UK team as well along with the middle east team. This was challenging, all throughout the transition period I had 30 plus direct team members reporting into me and I had to manage training, coaching, delivering feedback, conflict management, performance management, one to one discussions, managing service levels, stakeholder management,… Show more During the transition (from Middle east customer service to UK customer service), due to shortage of management team in UK customer service I had to oversee the UK team as well along with the middle east team. This was challenging, all throughout the transition period I had 30 plus direct team members reporting into me and I had to manage training, coaching, delivering feedback, conflict management, performance management, one to one discussions, managing service levels, stakeholder management, escalation etc. I was responsible to manage UK credit card customer service team, retail Loan accounts team and corporate real estate’s team. All three were completely different domain and was able to manage seamlessly. As a part of operations team, I was responsible of team performance. Made sure coaching and training was delivered based on needs. Constructive feedback, managing people issues, conflict management, performance management, one to one discussions, managing service levels, stakeholder management, escalation, cross training to manage volume effectively etc. was all a part of my day to day activity as a team manager. There were multiple process improvement projects that I worked on and successfully implemented the same to get better results. I have been a part of multiple corporate training and certification programs which I successfully accomplished. While managing UK team I got an opportunity to change my domain within HSBC from customer service/peoples manager and managing operations to manage eWFM/MI process as site administrator with Indian customer service department. Show less

Based on the experience and result oriented approach as a sales coach, I was able to crack my first promotion interview for the position of Assistant manager high sales team. As assistant manager I initially managed High Sales Team for HSBC Middle east. High sales team was a combination of Banking and Credit cards skilled employees. Under my management we were able to generate 2nd highest revenue across all sites managing middle east customer service. I was able to extend my support to other… Show more Based on the experience and result oriented approach as a sales coach, I was able to crack my first promotion interview for the position of Assistant manager high sales team. As assistant manager I initially managed High Sales Team for HSBC Middle east. High sales team was a combination of Banking and Credit cards skilled employees. Under my management we were able to generate 2nd highest revenue across all sites managing middle east customer service. I was able to extend my support to other departments and managed teams from Corporate cards and e-messaging in the long run. I was the 1 stop solutions for the department where I managed all segments of customer service. This also includes training, coaching, delivering constructive feedback, conflict management, performance management, one to one discussions, managing service levels, stakeholder management, escalation etc. I was also responsible for making sure the re migration of middle east process to different location was smooth. I was the last man standing and was able to manage the migration process smoothly before I could take over my next assignment with UK customer service department. Show less

I moved on to HSBC and joined as a customer service executive. Initially HSBC was just a brand that I wanted to be a part of, but then I ended up staying with HSBC for close to 14 years and I lived the brand. I was a part of UK customer service team and responsible for servicing credit card customers. Along with service to our customer I was also responsible to sell the right banking product to our customer. I was able to understand the need of my customer and based on that I was able to offer… Show more I moved on to HSBC and joined as a customer service executive. Initially HSBC was just a brand that I wanted to be a part of, but then I ended up staying with HSBC for close to 14 years and I lived the brand. I was a part of UK customer service team and responsible for servicing credit card customers. Along with service to our customer I was also responsible to sell the right banking product to our customer. I was able to understand the need of my customer and based on that I was able to offer the right product to my customer. My work was recognized by the team and senior manager. Received multiple compliments both from internal and external customers. Based on my achievement and performance I was made responsible for improving sales numbers within the department. I was able to analyse the training/coaching needed of employees and was able to coach employees accordingly to get results. I was able to work with team members on their areas of opportunities and bring in visible results, same was recognized in departments RnR. Based on my exposure and result oriented performance, I was made to sales coach for the department. Show less

Encore India was my first official full time Job. Just stepped into the professional world and started learning things right from the scratch. I was hired for US staffing, but started working on web marketing. I used different mean to explore and study the market, based on my market survey and understanding clients need I used to pitch in our products to the clients to get more business. I was keen to learn, spent lot of time with the development team to watch them working on my client’s… Show more Encore India was my first official full time Job. Just stepped into the professional world and started learning things right from the scratch. I was hired for US staffing, but started working on web marketing. I used different mean to explore and study the market, based on my market survey and understanding clients need I used to pitch in our products to the clients to get more business. I was keen to learn, spent lot of time with the development team to watch them working on my client’s projects and was able to pick up some basics of web designing. Started using tools like Dreamweaver, Photoshop, HTML etc. I worked on freelance website to bid for projects and then talk to the clients, prepare demo presentation and bring in projects. I was able to build a good relationship with my clients to sustain a long lasting business partnership. I was able to bring in project much faster than expected from a fresher. Same was recognized and rewarded by the senior management team as well.US staffing was another segment of business that Encore India was into and I also had the opportunity to learn more about how US recruitment works. I learnt how staffing industry worked and was able to work on sourcing candidates, negotiate rates, submitting them to the clients, prepare them for interviews, keep regular touch and make sure they start on projects. I was able to learn end to end life cycle of recruitment with in no time. Show less