As Head of India Operations End to End Accountability for Zellis Services towards 100+ customers in UK and Republic of Ireland spanning across a wide spectrum of Managed Services, Implementation Solutions, BI Solutions, Product Support Services delivered by a team of 350 plus consultants and with strategic focus on Optimising Offshoring StrategyEnhancing customer experience through constant review of Transactional, and Brand NPS Delivering a scalable operating model through YoY efficiency from transformational initiativesTransform People Strategy resulting in enhanced YoY colleague experience.AccomplishmentsDelivered offshoring strategy through seamless onboarding of 20+ new customers.Facilitated tactical offshoring for 30+ existing customers that helped enhance profitability. Scaled up India operations by setting up the offshore delivery for Application Managed Services, Product Implementation, BI Solutions, Data Insights, Customer Support Services in a span of 18 months.Established Center of Excellence to support transformation initiatives for the Services BusinessCreated career development opportunities for 100+ colleagues across diverse roles through introduction of new verticals into the India Operations

As Head of Service Delivery,Responsible for Offshore Operations across 3 Strategic Enterprise Accounts across Utilities and Credit Services Domain based in UK with a revenue portfolio of $18.5 million annuallyAccountable for driving customer experience, business transformation and operational excellence amongst workforce of 300+ specialists operating across Trivandrum, India and Colombo, SriLanka.Deliver a sustainable operating model through demonstrating year on year efficiencies through process automations and productivity improvement initiatives.Leading and developing high performing multi-cultural teams towards sustaining and enhancing accelerated performance and exceptional customer experience.AccomplishmentsSet up Robotics Center of Excellence for Trivandrum Site towards delivering process automations and scaling up operations with high transactional work.Received "Partner of the Year" Award in 2019 from one of the Strategic Enterprise Customer towards driving 20% operational efficiency through productivity improvements and strategic process improvement initiativesReceived "Leadership Excellence" Award in 2018 for driving sustainable business operations across the Strategic Enterprise Customer Segment"Process Excellence" Award by NASSCOM in 2018 for our case study on delivering 40 FTE efficiency through automation initiatives over a 12-month period for one of the Strategic Enterprise Customer.

As Head of HR Shared Services,Responsible for Service Delivery of HR Shared Services for a global workforce of 15,000+ employees across APAC, EMA and AmericasDriving internal customer experience on Employee Life Cycle through real time and 24x5 Omni-channel Support Provide Leadership, advice, and know- how on human capital process, policies, and programs that contribute to a skilled, diverse, and high performing workforce.Directs delivery of timely, relevant, and efficient HR operational services in partnership with other HR organizations and resources.Leads the compliance of all pertinent HR related laws and regulations, interprets policies that are broadly defined to evaluate and resolved complex high level issuesProvide HR leadership on significant business events including reorganizations , business transformation and aggressive growth initiatives

As Senior Manager, Service DeliveryResponsible for Service Delivery Operations for 5 medium and large enterprise customers across UK and US markets in Investment Banking, Creative Services, Utilities, Market Research do with a P&L of $12 million annuallyDevelop and enable resource planning and optimisation across all enterprise customers Review financial performance on a monthly basis to build a profitable business modelBuild and Scale high performance teamsDrive continuous improvement with relation to output, yield, quality & productivity

As Operations LeadDevised and rolled-out effective process to resolve customer complaints regarding service quality, resulting in improved CSAT scores.Developed Production Planning System for executing special projects within a shorter time period.As Knowledge Management LeadSpearheaded activities as Knowledge Management Lead in disseminating skills to improve team performance and achieve quality-improvement targets. Imparted skill based training, feedback, and support to Associates thereby enhancing performance and ensure -quality customer service within SLAs. Delivered up-to-date information to Process Associate and tracked hours daily.

Extended complete customer service operations in the company.Resolved customer queries by explaining product related features.Pivotal role in developing new standards for increasing connectivity rate and productivity.Successfully piloted a project transition within a month of joining the organizationAwarded as Best Performer within few months of joining the organization.