A challenging management position in a reputed company and that will allow growth into a position of broader responsibility. A competent professional with over 16 years of experience in Operations Management, Quality Assurance, Client Servicing, Process Management and Team Management. Proficient in managing & leading teams for running successful process operations & experience of implementing procedures, service standards for business excellence. An epitome to the team members for sorting out the critical issues as well as resolving customer problems with tact and diplomacy. Skills in conducting various technical training sessions for enhancing the performance and quality of service. Strong communication & interpersonal skills with proven abilities in Customer Relationship Management & Team Management. Self-motivated and organized individual who adapts well to the new tasks. Team Management Interacting with Support functions for staffing & scheduling requirements, performance reporting etc. Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets. Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increased productivity. Hold team meetings on a regular basis with the direct reports. Process Management Ensure process operates efficiently according to client and company measures. Work with support departments to ensure staffing strategies are effectively executed. Analyze performance results and implement improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Responsible for undertaking continuous process improvement activities. Responsible for meeting all productivity and service level agreement targets. Document and communicate system and business process gaps.