Jul 2019 – Dec 2020 · 1 yr 5 mos

• In my role, I oversaw a nationwide Operation Centre with 450 individuals, ensuring smooth operations, customer satisfaction, and compliance with industry standards. Collaborating closely with the Business Success team, I tackle daily operational challenges head-on. Client relationship management is at the core of my responsibilities. I actively build and maintain client relationships while gaining a deep understanding of their specific service requirements. My dedication to process innovation and efficiency drives key functions in the organization, continuously improving processes for enhanced effectiveness. Effective client communication is essential, and I manage outsourced seats and vendors across the nation, conducting regular calls to understand client expectations and provide timely updates. Resource management and reporting are vital aspects of my role, where I organize resources, set goals, and ensure we meet promised headcounts against billables. Additionally, I offer expert technical support throughout incident response, management, and resolution, ensuring our clients receive top-notch assistance when they need it most.

May 2017 – Jul 2019 · 2 yrs 2 mos · Banglore

• I oversaw a 200-250 personnel Operation Centre in Bangalore and other locations, focusing on operational excellence, timely SLA delivery, and nationwide satisfaction for both employees and customers. My role includes client relationship management, where I establish and nurture client relationships, understand their unique service needs, and foster strong partnerships through effective communication. I also handle resource management, daily strategy implementation, risk oversight, HR and talent management, and financial planning to support the organization's overall success.

Nov 2015 – Apr 2017 · 1 yr 5 mos · Bangalore

•  employee and customer satisfaction
•  Establish & Manage Relationships / Engagement with the Clients. Acquire and maintain an in-depth working knowledge of the client's service requirements
•  To be the Key contact for all problems and queries with specific business assigned.
•  Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
•  Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
•  Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
•  Responsible for following agreed governance model, escalation & communication plan
•  To ensure team members / Managers achieve agreed standards in relation to their job assignments.
•  Risk Management Operations that would be a value add to this experience.
•  Serve as the point of escalation for issue resolution and queries
•  Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
•  Involved in creating/managing Business Continuity Planning (BCP) activities for the operations
•  Delegate effectively and create a succession planning for all the roles within the team
•  Review financial statements and data. Utilize financial data to improve efficiency. Prepare and control operational budgets. Control inventory. Recommend effective strategies for the financial well-being of organization
•  Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence

Apr 2014 – Oct 2015 · 1 yr 6 mos · Banglore

•  Managing the entire India operations for voice
•  Outsourcing of process and vendor management
•  Handling Daily Operations for the process.
•  Maintaining P & L and Billing for the process
•  Mystery Audits to include tele checks / competition update / customer service evaluation / complaint and cancellation level evaluation and operations evaluation.
•  Process Development and Process Update Through CR
•  Database management, direct mail activity and acquisition plan
•  Launching New Process & Project From scratch
•  Handling Client Deliverable and KPI’s
•  Meeting the Compliance Goals and Handling Compliance’s Goals

Feb 2012 – Aug 2014 · 2 yrs 6 mos · Bengaluru Area, India

Mar 2010 – Jan 2012 · 1 yr 10 mos

• Managing the entire Operations for Bangalore as an independent profit centre with predefined targets and budgets.
• Maintaining P & L for the Bangalore operations
• Hiring & Training for the Bangalore Unit
• Mystery Audits to include tele checks / competition update / customer service evaluation / complaint and cancellation level evaluation and operations evaluation.
• Team building activities to ensure staff motivation
• Customize and manage Customer Loyalty programs, which includes benchmarking, conceptualization & branding.
• Database management, direct mail activity and acquisition plan.
• Devising the concept, customer transaction tracking & redemption processing
• Develop a ‘Club’ feeling to get the customers to bond with the Organization
• Explore contests and Sales Promotions to keep up levels of member involvement
• Managing the Tele Marketing / Customer Service team to ensure Service Levels & Quality is as per bench marks set

Oct 2006 – Dec 2010 · 4 yrs 2 mos

Mar 2004 – Sep 2006 · 2 yrs 6 mos

• Respond to queries on account reconciliation.
• Part of the Co-Brand Team (UK Credit Cards).
• One among the few to be certified as SILVER PROBATIONARY Officer.
• Mastered the multi skilling in handling various products
• Part of the Specialized Help Desk.
• Streamlines processes for training.
• Subject Matter Expert:
• Monitor Team Quality Standards and ensure service level agreements are met.
• Floor Walk for the Junior Officers.
• Ensure that call quality standards set by the company are met.
• Conduct transaction-monitoring checks.
• Provide feedback on the calls monitored and working with team managers to chalk out an
• improvement plan for the agent.
• Document and highlight process breakdowns

May 2001 – Jan 2004 · 2 yrs 8 mos

• Providing customer support and building on customer relations through outbound calls.
• Resourcing customer complaints and queries with analytical approach to utmost customer satisfaction.
• Root cause analysis on customer complaints to re-align processes.
• Providing necessary assistance and awareness to customers of various schemes and offers been launched from time to time.
• Ensuring that the team delivers the targets set.