Sep 2023 – Nov 2024 · 1 yr 2 mos

• As an accomplished leader proficient in Leadership, Business Strategy, and Business Management, I've achieved significant milestones:
• Diversified portfolio from SaaS to Custom AI Solutions
• Designed Operating Models, Pricing, Annual Business Strategies
• Implemented a Global Ops Readiness mechanism to achieve consistency in implementation across squads and clients.
• Managed complex AI projects globally across sectors
• Led a diverse team encompassing Data Scientists, SW Engineers, Data Engineers, DevOps Engineers, Data Analysts, Helpdesk, Project Managers, etc.
• Mentored future leaders for collaborative, scalable business ownership
• Spearheaded Lead Management, Business Development and Marketing inititives
• Set up the team ground up and expanded 70+ members through global talent recruitment
• Ensured successful Delivery, Client Relations, Stakeholder Management
• Focused on Revenue, Cost optimization, Continual Improvements, automations and compliance
• Held the pivotal role of Product Owner for the ServiceNow platform, customizing modules and driving the roadmap
• Established multiple teams such as..
• SaaS Product Maintenance (Cloud solutions) Team
• Co-designed/implemented a 100+ member Global Professional Services Organization, covering Operating models, competency matrix, strategic initiatives, mission statement, KPI tracking mechanisms, stakeholder reporting and more.
• a Data & Analytics team for a Program Management SaaS cloud product
• Globally managed product implementation and customer success for an cloud based product, emphasizing on Organization Behavior Change and Employee Engagement
• Pioneered professional development and capability-building initiatives to retain and attract talent.

Jan 2022 – Aug 2023 · 1 yr 7 mos

Apr 2017 – Dec 2021 · 4 yrs 8 mos

Jan 2016 – Mar 2017 · 1 yr 2 mos

• Set up the SaaS Products Run Ops Team for McKinsey & Co ground-up, including design, hiring/location/Business strategy, Operational processes, SLA targets, etc.
• Managed and led a team of 50+ members, including Process Leads and Analysts.
• Oversaw stakeholder and escalation management effectively.
• Managed team pricing, budgeting and PnL.
• Mentored and guided acting team leads to ensure their growth.
• Consistently achieved KPIs by driving and guiding the team.
• Spearheaded professional development and annual assessments.
• Took charge of recruitment and local administrative matters.
• Introduced Shift Lead role, enhancing OLA compliance and career progression.
• Drove business development efforts, attracting new opportunities.
• Developed a chargeback model, effectively managing PnL.
• Orchestrated ITIL certification for entire Gurgaon hub workforce.
• Created an in-house ITIL readiness program for interns and juniors.
• Promoted Alteryx and Tableau adoption for process automation.
• Expanded team coverage to a full-blown 24x7, increasing efficiency.
• Led a project to create self-learning modules, reducing training effort by 70%.
• Revamped Knowledge Management for improved effectiveness.
• Expanded the team's presence to EU and LatAm continents. Mentored members for autonomous APAC, EMEA & AMR operations.
• Established robust best practices and SOC2 compliant processes for smooth operations.
• Managed KPIs, stakeholders, and capacity effectively.
• Crafted a clear career path, fostering team growth and motivation.
• Devised a support transition plan for new products' integration.
• Introduced multi-lingual support in 6+ languages, adding value.
• Implemented Jira and Salesforce ticketing systems at different stages of maturity.
• Received commendations from leadership for exceptional team management skills.

Jan 2013 – Dec 2015 · 2 yrs 11 mos

Aug 2010 – Dec 2012 · 2 yrs 4 mos

Feb 2009 – Jul 2010 · 1 yr 5 mos · North Goa, Goa, India · Remote

• Start up
• Business Development, Business Procurement and Operations.

Sep 2008 – Jan 2009 · 4 mos · Pune, Maharashtra, India · On-site

• Start up
• Team Management, Capacity Management, KPI Management, Business Development

Oct 2004 – Sep 2008 · 3 yrs 11 mos · Pune, Maharashtra, India · On-site

• Manage team KPI’s and quality performance.
• Role Changes : Analyst -> QA -> TL