Heading the Mumbai Centre for Cerebra Consulting which is an offshore centre for the organization.Have been responsible in setting up entire Mumbai centre in terms of office space, Talent Acquisition (Hiring)for Mumbai, Formulation of policies, KRA’s, P& L for the centre, Strategies & Budgets, Business Development &Marketing.Responsible for client acquisitions.Responsible for client stakeholder management &mining existing clients.Strategizing &Budgeting for Mumbai Centre.Design & Implementation of KRA’s & Policies, Reviews, Appraisals, Road Maps, Incentive Structures, Rewards & Recognition much more.

Driving New business Acquisitions & Client Acquisition for RPO Accounts.Driving the existing RPO accounts / In-Pipeline Projects end to end.Lead generation and brand awareness of various solutions via Marketing Activities.Drive & Execute Deliverable's, Manage Client Stakeholders, Daily / Weekly / Monthly and Quarterly ReviewsEnsure resource availability and allocation for each RPO project.Develop a detailed project plan for each RPO project to track progress.Use appropriate verification techniques to manage changes in project scope, schedule and costsMeasure project performance using appropriate systems, tools and techniques.Manage Review Performance for all Onsite Resources & delivery team involved in each project.Coordinate with internal resources and third parties/vendors for the flawless execution of projects.Perform risk management to minimize project risks.Establish and maintain relationships with third parties/vendors.MIS / Reports / Dashboards for each client

Key Account Management for West Region of india.New Client Acquisition & Business generation from SME’s / Startups/ Corporates .Lead generation & Cross-selling within West India.Designed and implemented RPO solutions, integrate technologies, RFP's & strategies for West India.Worked closely with the Delivery team for smooth functioning for the RPO accounts and key accounts.Revenue Management from all the existing clients.Industry Mapping.Project Implementation, Account management & strategyDrive the the business performance metrics and client SLAs.

• Heading the Client Servicing team for Mumbai which consists of 5 team members. • Overlooking Client servicing for Delhi /Pune Operations as well.• Responsible for Process Improvements within the Client servicing Team .• Preparation of Strategies for smooth functioning of inters departments.• Leading the team for servicing all the existing clients, ensure customer satisfaction to all clients and on boarding new clients.• Generating Revenue from all existing clients by Up selling different products.• Responsible for Revenue collection from clients.• Responsible for Training Internal employees and updating the Training Modules time to time.• Responsible for Client Servicing Analysis.

• Handling the marketing, sales and customer operations departments.• Handling a team of 5 to 8 people.• Have set up the operations team from scratch. Developed the entire operations process.• Responsible for Process Improvement within the various departments.• Client Deliverable management.• Relationship management, servicing existing clients and developing new relationships with new clients.• Liaison and coordination with BDM team on their daily / weekly sales reports, sales projections and sale closures. Assisting the BDM’s in database creation of new leads.• Liaison and coordination with Business Associates and Channel Partners for lead generation and sale closures.• Have designed and developed the training module.• Handling the recruitment for the Sales & Operations department.• Manage and monitor the team of System Administrators for training and installation.• Handling customer queries, complaints and customer feedback.

• Managing and responding to all Franchisee Related enquiries.• Arranging meetings for all prospective clients who are interested to take up a Franchisee of a Birla School.• Regular interaction and follow up with prospective clients via phone, email and meetings.• Play a Key role in discussions, negotiations and finalization of deals with potential clients.• Handling Key Accounts (franchisee schools) & Client Servicing of all the schools (own & franchisee) operational till date.• Co Ordination with External Clients for all their school related requirements • Co Ordination with Internal department’s i.e. Marketing, Academics, Resource Planning & Finance to meet all the client requirements.• Assisting the Legal department in the compilation of the Franchisee Agreement.• Assisting the Finance department in the preparation of a Project Report for the prospective Franchisees.• Organizing the Launch of the school or any new business tie ups or joint ventures.

• Handling Key Accounts, Client Servicing, Lead Generation, Co Ordination between Internal Employees and External Clients with regards to Appointments, Presentations etc. • Ensured seamless ERP implementation for every client deliverable by liaising with the Delivery and Professional Services team and the client based on unique customer workflow and business specifications

Managed a group of 18 Customer Service Advisors within the Technical Support vertical that primarily focused on delivering an outstanding customer experience• Conducted MIS reporting so as to better analyze departmental processes and subsequently recommend changes to streamline performance and improve overall productivity• Used Key Performance Indicators such as customer feedback and call quality ratings to implement training and development modules resulting in consistently outperforming service level targets• Regularly communicated with management on an optimal utilization of resources that included defining the scope and level of responsibility for all stakeholders.• Coordinating with various departments within the organization to arrive at a resolution in solving client concerns.• Interacted with colleagues in the UK contact centre on regular basis to resolve customer issues.