As Senior Manager, Business System Operations, I have been responsible for overseeing the operational aspects of our business systems, ensuring their optimal functionality and alignment with organizational objectives. I have worked closely with cross-functional teams to streamline processes, improve system performance, manage system integrations, and ensure the effective use of technology to support business goals. My role has been pivotal in driving system efficiency, fostering innovation, and implementing continuous improvement initiatives to enhance overall organizational performance.• Led the strategic planning and optimization of business systems for a 3000+ employee organization, driving process improvements and enhancing system performance by 20%.• Managed a cross-functional team of 15+ business system professionals, ensuring the seamless operation of critical business systems, resulting in a 98% system uptime.• Spearheaded system integrations, migrations, and upgrades, delivering projects on time and under budget by 15%.• Improved data integrity and reporting processes, reducing reporting errors by 25% and enhancing decision-making for senior leadership.• Collaborated with multiple departments, including IT, finance, and operations, to streamline system processes and improve overall efficiency by 18%.• Managed vendor relationships and contracts worth $2M+, ensuring compliance with SLAs and optimizing service delivery.• Ensured system compliance with regulatory standards, reducing audit findings by 30%.• Led the training of 1000+ employees on new systems, increasing user adoption by 40% and improving productivity across the organization.

In my role as Senior Team Manager, I maintained and analysed key process metrics such as CSAT, Turnaround Time, and Quality, resulting in enhanced customer satisfaction and improved business performance.• For a major content moderation project with a Chinese client, I led a team responsible for ensuring accurate and timely moderation of social media content while adhering to strict local regulations. This included handling sensitive content with cultural awareness and implementing processes to meet regional guidelines.• Collaborated closely with stakeholders on social media promotions and events to drive engagement and boost visibility, ensuring alignment with client branding and messaging strategies.• Managing client expectations and ensuring strict adherence to Service Level Agreements (SLAs) was a key focus, helping to maintain trust and deliver consistent results.• Consistently monitored schedule adherence and team performance metrics, ensuring operational efficiency and on-time delivery of services.• Providing guidance and fostering development through coaching and training was a priority, enabling team growth and skill enhancement.• Led recruitment, training, and performance appraisals, ensuring that associates consistently met or exceeded their performance targets.• Rigorously tracked performance metrics and was recognized for streamlining data management processes, achieving zero attrition over three consecutive quarters and improving operational resilience.

As a Business Analyst, I was responsible for overseeing project-level and entity-level reporting, utilizing data analysis tools such as SQL Server and Power Pivot to streamline business insights. Additionally, in my capacity as a Quality Analyst, I conducted quality reviews, provided feedback, and identified training needs to drive continuous improvement across processes.

Senior Process Associate:● US Healthcare: Worked for the US Healthcare Providers (Facilities / Hospitals) for their revenue generation. Job required checking payer website/calling Insurances to check the claim status. If there is a denial then understanding the reason for denial and sending claim into reprocessing or finding the way to appeal the claim to generate revenue to the client.● Was part of a High Dollar follow up team, being part of this team required good analytical skills & assertive communication skills to derive at resolution on High dollars.● Was promoted as MRT (Management Review Team), this role included reviewing & providing feedback on the claims where action taken requires client intervention.● Received R&R from Management for improving quality of project within smaller span of time.

● US Healthcare: Worked for the US Healthcare Providers (Facilities / Hospitals) for their revenue generation. Job required checking payer website/calling Insurances to check the claim status. If there is a denial then understanding the reason for denial and sending claim into reprocessing or finding the way to appeal the claim to generate revenue to the client.