Aug 2021 – Jan 2023 · 1 yr 5 mos · Hyderabad · On-site

• Team and Resource Management: Lead daily stand-ups to review priorities and progress, allocate tasks effectively, and ensure high team productivity and quality standards.
• Content Production Oversight: Manage content creation, resolve bottlenecks, coordinate schedules, and ensure timely delivery meeting brand standards.
• Operational Planning and Coordination: Adjust workflows based on priorities, align cross-departmental efforts, and track resources like equipment and talent.
• Performance Monitoring: Analyze reports and KPIs, address inefficiencies, and provide progress updates to leadership for accountability.
• Issue Resolution: Address operational challenges, escalate critical issues, and ensure compliance with policies and regulations.
• Budget Management: Monitor expenses, approve routine costs, and implement cost-saving measures.
• Technology Oversight: Manage tools and software for production and analytics, resolving technical issues promptly.
• Stakeholder Engagement: Collaborate with vendors, freelancers, and internal teams to align goals and expectations.
• Crisis Management: Handle urgent challenges with contingency plans to minimize disruptions.
• Process Improvement: Drive efficiency through process enhancements and integrate industry trends.
• Compliance and Risk Management: Ensure adherence to company policies, monitor risks, and implement mitigation strategies.

Aug 2017 – Nov 2020 · 3 yrs 3 mos · Hyderabad, Telangana, India

• Managed downtime maintenance for hosted and non-hosted clients, overseeing daily operations, critical changes, and instance health checks. Led knowledge management, handled critical incidents, and performed RCA/RCCA with technical teams.
• Delivered reports on availability, ticket closures, performance, and site health to top management.
• Ensured capacity planning by analyzing SLAs, resources, and opportunities. Participated in disaster recovery exercises, coordinated cross-functional RCA efforts, and implemented corrective action plans. Provided detailed incident ticket reports and established processes to identify and resolve client issues proactively. Managed knowledge transfer programs to enhance team development and support capabilities.

Jan 2013 – Apr 2017 · 4 yrs 3 mos · Hyderabad, Telangana, India

• Team Management: Lead daily meetings to prioritize hiring targets, allocate resources, monitor performance, and provide feedback to ensure alignment with client requirements.
• Client Engagement: Build strong client relationships by understanding staffing needs, addressing concerns, and providing updates on recruitment progress.
• Talent Acquisition: Oversee the recruitment lifecycle, collaborating with sourcing teams to identify top IT talent while ensuring compliance with client and industry standards.
• Operational Strategy: Develop strategies to meet staffing goals, analyze hiring metrics, and adjust approaches to stay competitive in the market.
• Performance Monitoring: Track KPIs, identify inefficiencies, and implement data-driven improvements to optimize recruitment outcomes.
• Candidate Relations: Ensure positive candidate experiences, address escalations, and manage smooth onboarding processes.
• Technology Management: Optimize the use of ATS tools and other platforms while evaluating new technologies to enhance recruitment efficiency.
• Training and Development: Coach recruiters, organize training sessions, and promote skill development to build team capabilities.
• Compliance: Ensure adherence to labor laws, policies, and client agreements through regular audits and documentation reviews.
• Reporting: Deliver reports on hiring performance, client updates, and market trends while communicating key developments to stakeholders.

May 2006 – Nov 2012 · 6 yrs 6 mos

• Responsibilities include establishing, implementing, and maintaining Quality Management System (QMS) processes, reporting performance to top management, identifying improvement areas, and promoting customer requirement awareness. Internal controls ensure efficient processing system oversight.
• Key tasks involve assigning loans to the Quality Team, preparing performance dashboards, conducting calibrations, and publishing variance reports for management. Efforts focus on improving bottom performers through feedback, audits, and training while using Pareto Analysis to enhance quality scores and reduce inefficiencies. Compliance audits validate QA processes via a "Check the Checker" approach, with weekly performance discussions held with management and SLT.
• In Operations, the emphasis is on developing systems knowledge, fostering participation and innovation, and maintaining schedule adherence, utilization, and workload prioritization. Tasks include preparing EOD reports, resolving application issues, and mitigating risks with the BCMR team using the SIAI framework.

May 2004 – May 2006 · 2 yrs

• Handling Escalation calls and giving various opportunities and mode of Credit Card Payment