Nov 2019 – Feb 2021 · 1 yr 3 mos · Bengaluru, Karnataka, India · On-site

• Accountable all operations within a specified area including , training employees, leading area safety, meeting area quality goals, reducing downtime, reducing rejected materials, proactively coordinating material staging and flow, increasing area productivity, identifying employee issues and communicating them in a timely manner, reducing employee turnover and assuring area preparedness.
• Blessed to work with the strong executive or top management team to make high-quality decisions and achieve company goals.
• Handled THRO logistics Account based USA Client towards the 2nd phase.
• Transitioned new deals within F&A & IT Staffing covering clients from USA, Canada & Europe
• Responsible for the overall design, execution and goal setting of the Net Promoter Score (NPS) program for the organization, internally and externally
• Dedicated for CSAT performance across departments.
• Reporting to the Managing Director of the Account.
• Focused more on Recruitment Process Outsourcing (Global Talent Outsourcing) by handling 23 clients in USA, 14 in UK & 9 in Canada.
• Handled a team of 1291 + exclusive of 23 Team Leaders, 17 Assistant Managers & 11 Operations Managers within RPO Domain & also handled F&A Domain with a headcount of 560 +
• Creating and implementing a coherent global project delivery strategy, including improvements to efficiency, budgets, and processes as defined within Targets
• Successfully overseeing and delivering projects, ensuring deliver true impact and value to beneficiaries, users, and partners
• Taken care of R2R, P2P & O2C- F&A vertical - clients, billing, delivery, solutions, process, technology.
• Enabled new client acquisition - lead generation and engaging in conversation, ongoing service delivery & process management
• Ensured adherence to agree SLA's and all service deliverables
• Smart and agile work allocation within team to maximize efforts on client work

Jul 2017 – Nov 2019 · 2 yrs 4 mos · Pune, Maharashtra, India · On-site

• Responsible for managing the resources, developing and implementing an operational plan and ensuring that procedures are carried out properly
• Handled a team of 883 + covering 9 centers within BPS Consulting
• Lead negotiations, budgeting, purchasing, and putting efficient workflows in place to maximize a company's productivity and performance
• Handled international Technical & Non Technical BPS Consulting clients from USA, Europe, Africa, UAE, Canada, Australia, Germany & China.
• Designed and managed systems and processes to deliver consistent, scalable and compliant with SOX and other regulations.
• Managed PMO with responsibility for performance management, resource and portfolio management.
• Introduce KPIs to raise performance within Operational Business Processes
• Steer RapidApp, a mid-size mobile SaaS platform, through the acquisition process.
• Develop operational training program to ensure quality and consistency while meeting A2LA and ISO requirements
• Introduced KPI's, formal call monitoring and monthly performance appraisal process (QA program).
• Facilitated the ISO 9001 and ISO 27001 certifications without incurring a single nonconformity in 4 external audits.
• Redesign entire BPS processing model with certain RPA methods which involved BOTS to work on Calls & other Non Voice Processes
• Implement KPI reporting package that review agent productivity as well as property operations
• Developed new tools as a process / continuous improvement method by coordinating with the IT Team which saved Cost, People & Time
• Involved within Audits & New Client Transition Programs

Sep 2016 – May 2017 · 8 mos · On-site

• Collaborated with 12 senior managers & 3 Associate Directors located in India, USA & Canada within the development of performance goals and long-term operational plans
• Handled a team of 455 within operations covering 7 centers within India, Costa Rica, UAE, Singapore & Canada.
• Maximized efficiency and productivity through extensive process analysis and interdepartmental collaboration
• Set strategic goals for operational efficiency and increased productivity
• Worked with 7 project managers in the development of financial and budgetary plans
• Analyzed current operational processes and performance, recommending solutions for improvement where necessary
• Developed, implemented, and monitored day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives
• Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Planned, monitored, and analyzed key metrics for day-to-day operations to ensure efficient and timely completion of tasks
• Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs
• Adhere to the company’s policies and standards, and ensure that laws and regulations are being followed
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• Set targets within Process & Continuous Improvements which estimated saving $140000/- effectively

Feb 2014 – Aug 2016 · 2 yrs 6 mos · On-site

• Directed the activities related to the daily operations of the Operations
• Responsible for the direction of multiple support functions within F&A, Healthcare, Retail, BFSI, Recruitment Process Outsourcing, IT Staffing & other Support Technical Operations
• Transitioned new clients from USA, Canada, Singapore & UAE
• Handled a team of 288 + within Operations and reported directly to the Managing Director, CEO & COO
• Leads the strategic planning for assigned operational areas and assisted a Senior Operations Managers within strategic plan / approach
• Establishes performance goals and measures to evaluate success of assigned area of responsibility
• Assists the Operations Manger's / Senior Operations Manager's in formulating and implementing policies and procedures
• Oversees the day-to-day operations of assigned area including the supervisors of BPO Operations. Provides guidance and direction to staff involved in Client Success
• Responsible for ensuring the entire functional areas within Operations leads to IT & ITES activities upon both sides within Consumer & Enterprise Technical Supports
• Responsible for maintaining an inclusive working environment that is free from discrimination and harassment.
• Performs Audits and involved within Townhall Meetings to address the crowds to understand the directional approach on issues and rectified it in a timely manner.

Dec 2009 – Jan 2014 · 4 yrs 1 mo

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets within Outbound Processes.
• Handled a Team of 210 within operations on both Voice & Non Voice support functions covering international clients from USA, UK, Australia, Canada, Germany, Singapore & UAE.
• To proactively maintain regular engagement with key client contacts in line with client expectations
• Ensured delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
• Accountable to have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• Successfully delivered and managed peak periods within Operational Performance
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Motivated and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
• Selecting, effectively managing and coaching Operations Managers
• Executed a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
• Evaluated & Created Process Improvements to reduce Manpower, Cost & Time

Apr 2007 – Nov 2009 · 2 yrs 7 mos

• Maintained constant communication with managers, staff, and vendors to ensure proper operational flow
• Develop, implement, and maintain quality assurance protocols
• Handled a team of 103 within Operations covering Voice & Non-Voice Support
• Increased the efficiency of existing processes and procedures to enhance the company’s internal capacity
• Ensured that operational activities remain on time and within budget
• Track staffing requirements, hiring new employees as needed and trained them using the manuals created
• Oversee accounts within F&A, BFSI, Retail, Technical Support & IT Staffing.
• Focused upon daily operations by maintaining Productivity, Quality, Turn Around Time, Average Handling Time, Accuracies & to maintain SLA's, KPI's & OLA's.
• Innovated Process & Continuous Improvements which saved $ 12,500/- within Cost, People & Time.

Jan 2004 – Mar 2007 · 3 yrs 2 mos

• Maintained constant communication with managers, staff, and vendors to ensure proper operational flow
• Develop, implement, and maintain quality assurance protocols
• Handled a team of 103 within Operations covering Voice & Non-Voice Support
• Increased the efficiency of existing processes and procedures to enhance the company’s internal capacity
• Ensured that operational activities remain on time and within budget
• Track staffing requirements, hiring new employees as needed and trained them using the manuals created
• Oversee accounts within F&A, BFSI, Retail, Technical Support & IT Staffing.
• Focused upon daily operations by maintaining Productivity, Quality, Turn Around Time, Average Handling Time, Accuracies & to maintain SLA's, KPI's & OLA's.
• Innovated Process & Continuous Improvements which saved $ 12,500/- within Cost, People & Time.

Sep 2002 – Dec 2003 · 1 yr 3 mos

• Responsible for daily operations by coordinating with the Assistant Operations Manager, Operations Manager by setting Productivity, Quality, TAT, Accuracies & AHT
• Accountable for Client Escalations and maintained reports within RCA & FMEA's to enhance / eradicate errors
• Setting their team’s goals and communicating them effectively
• Handled clients from USA, UK & UAE based on IT Staffing, F&A & RCM Healthcare (medical Billing & Coding)
• Developing and implementing plans and strategies
• Handled a team of 33 within Inbound, Outbound, Email & Chat Support
• Delegating responsibilities to team members according to their expertise
• Resolving internal conflicts and boosting up the team’s morale
• Managed a Transactional Quality team of 11 & 3 in MIS Support.
• Using key metrics to keep the track of team progress
• Managing and allocating the team’s resources
• Responsible to share weekly / monthly presentations with the client by adding internal Operations Team

Apr 2000 – Aug 2002 · 2 yrs 4 mos

• Focused on core operations within Inbound, Outbound, Email & Chat Process for clients within F&A & BFSI
• Joined hands with company leadership to define project objectives, processes, policies, procedures and rules
• Focused on Escalations, Metrics, SOP's, Process Documents, Client Escalations and KPI's.
• Been a back for Team Leader on his absence to lead the Team efficiently
• Explained the policy implementation to fellow team members
• Getting management approval or approving alterations in rules, procedures and policies
• Informing consumers regarding project goals and expected deliverables
• Resolving project-related problems within their area of expertise
• Fact-checking other professionals on the project to ensure data and information accuracy
• Providing feedback to project team throughout creation, testing and rollout of deliverables
• Working with company leadership to create testing scenarios and validate test results
• Performing user-acceptance testing at the end of the project
• Validating deliverables produced by a project or company
• Creating project-related documentation and training manuals
• Teaching or training project employees and consumers
• Communicating with company stakeholders regarding project progress

Jan 1999 – Mar 2000 · 1 yr 2 mos

• Responding to customer inquiries and resolving technical issues via phone, email, or chat.
• Handling Australian & Canadian Clients within Technical Support Process.
• Diagnosing and troubleshooting hardware, software, and network problems.
• Providing user support and training on various software applications and systems.
• Escalating complex issues to senior team members or other departments as needed.
• Tracking and monitoring customer tickets to ensure timely resolution and customer satisfaction.
• Collaborating with cross functional teams to ensure seamless IT operations and service delivery.
• Maintaining documentation of support processes, troubleshooting guides, and knowledge base articles.
• Assisting in the procurement and deployment of hardware and software assets.
• Conducting quality assurance checks to ensure adherence to standard operating procedures.
• Participating in team meetings and training sessions to enhance technical skills and knowledge.
• Learnt SIPOC and practiced to create / edit process related documents like SOP's, Performance Reviews, Customer Escalations, Internal Audits, One on One Reports & Quality Documents.