I am currently working as a Service Director in marketresearch organization GFK - An NIQ company. I handle aregion comprising more than 7 countries. My current spanis of 115 employees. I work with my managers toimprove the KPI's for the process, empower & develop theskills of my people and manage the business cost as well.Also collaborating with all the stake holders is a vital partof my job profile.

Worked as a Assistant Manager for a newly transitionedprocess.Job Involvement & Responsibilities:Managing a team of 20 employees with 16 differentcountries and multiple stakeholders/local teams.Managing/Creating individual development Plans, Goalsand other particulars to achieve the company monthlytarget.Deliver all team activities in accordance with approvedprocedures and service level targets are achieved.Ensuring that the KPI's for the team is achieved.Responsible for enagagement activities for the process.Working towards empowering and developing the talentwithin the organizationEnsuring that cost is in control with better utilization ofresources.Worked on projects for cost saving.

Job Involvement & Responsibilities:Working as a Team Leader for Home Loans servicingdepartment in Bank of America.Managing a Team of 18 associates with three differentprocesses and three Line of business.Managing/Creating individual development Plans, Goalsand other particulars to achieve the company monthlytarget.Deliver all team activities in accordance with approvedprocedures and service level targets are achieved.Implementing new initiatives and making sure all staffunderstand themGiving prompt and accurate information on individual staffmember performance during the 1x1s and Pay forperformance.Making sure all tasks given to staff are done on time and tothe required standard.Establishing team targets as a reflection of the company'sobjectives.Providing accurate information to senior managers on keyissues.Prioritising important tasks and ensuring they get donefirst and get done properly.Committed to promoting fair equal opportunities in theworkplace at all levels. Responsible for preparing theProcess Maps and sharing with the Line of Business.Responsible for drafting the procedures for all theprocesses handled by me.Live audit of the loans to identify the training needs.Discussing the Best practice and JDI ideas with the line ofbusiness over a call. Conducting the refresher sessions,process knowledge test, sharing of new updates, operations connect.

Job Involvement &Responsibilities:Attending the inbound calls for the credit card customers (including upselling loan on phone and other products like personal loan leads, Citi gold leads, insurance leads etc.).