Jan 2024 – Mar 2025 · 1 yr 2 mos

• Owned the vision, strategy, roadmap and execution of Catalog & Business operations, in close collaboration with Tech.
• Led a team of 40+ inhouse & outsource teams that handles all operational processes from assortment selection &
• buying to Go live on marketplace i.e. PO creations, Content , QC , Shipment process & solving any inbound issues
• E2E ownership of whole Catalog data(both English & Arabic) in Namshi Marketplace, managing new ingestions of
• ~150K/month & responsible for Content Quality for ~7M listed products
• Driving quality, scalability & efficiency projects in close collaboration with tech that includes automation, tool
• improvements & evaluating/onboarding AI solutions from 3P

Aug 2020 – Dec 2023 · 3 yrs 4 mos

• Leading Catalog & Non-Catalog Operations for Noon Private Label business spread across UAE, Saudi Arabia & Egypt.
• Responsible for overall catalog quality of Private Label which includes New Item Set-Up, Photoshoot, Content Enrichment & Product relationship programs.
• Drive reduction in TAT & improve Catalog quality metrics while driving operational efficiencies, reducing cost & building system driven solutions in partnership with engineering teams.
• Governance & Performance management of multiple Outsourced Partners spanning an indirect team of 50+ members.
• Responsibilities include identifying & evaluating partners, manage turnaround time, operational efficiency, quality and cost optimization.
• Driving Quality projects in close collaboration with engineering & program team and champion Business Process Improvement (BPI) initiatives
• Owning tool improvisations for critical workflow tools in partnership with tech team with aim to improve efficiency of operational processes, derive better control & governance of Operational processes Stakeholder Management with the rest of the organization like Commercial, Planning, Finance, Procurement etc.
• Motivate/Coach/Develop a top performing team

Oct 2016 – Dec 2019 · 3 yrs 2 mos · Chennai, Tamil Nadu

• Managed cluster of programs part of Global Catalog Operations with presence globally across 3 sites and responsible for meeting program goals & SLA metrics
• Driven catalog quality and support projects from ideation to execution while delivering BAU metrics managing day-day operations, dealing with ambiguity, managing stringent timelines and continuously raise the bar enabling high standards of delivery
• Driven process excellence at program level aimed at improving efficiency, reducing AHT & quality improvements with defined annual goals. Delivered ~30% efficiency gains YoY and 350 bps improvement in quality.
• Responsible for managing relationships with business, engineering, market place and vendor teams while being the POC owning communications, defining mutual goals and building strategies.
• Partnered with engineering team to build automation solutions/ML models and scale manual processes while identifying root causes, upstream fixes and sharing data for specific customer facing catalog problems
• Responsible for planning & forecasting taking part in annual planning process, budgeting and headcount planning project wise.
• Managed steep ramp ups within site involved in hiring, training up to go-live and scaled program coverage globally from 7 to 14 marketplaces.
• Using statistical methods to baseline metrics, provide regular reporting & analysis to stakeholder & business leaders on several key drivers affecting CX & Catalog Quality
• Managed strategic transitions of programs and platforms resulting in higher operational efficiency & synchronization.

Dec 2014 – Sep 2016 · 1 yr 9 mos · Chennai, Tamil Nadu

• Managed 3 sub-processes across customer bookings life cycle, consisting Outbound Voice/Non voice and Customer Retention. Span of 110 members responsible for ensuring smooth completion of customer bookings post sales & customer retention.

Aug 2013 – Nov 2014 · 1 yr 3 mos · Bengaluru, Karnataka

• Headed a cluster of processes in Inbound Voice/Non voice and Out-bound sales domains. Managed a span of 250 members in domestic circuit. Responsible for Ramp plan, Forecasting, Scheduling, Staffing & meeting overall operational metrics. Managed the financials of all the LOBs, ensuring the revenue targets are met as budgeted and enable revenue growth by proposing new business opportunities

Sep 2010 – Aug 2013 · 2 yrs 11 mos · Chennai, Tamil Nadu

• Managed a team of 40 members responsible for customer service(tech & non tech) & upsell for international clients - Bell Canada & Mcafee NA region.

Jul 2009 – Sep 2010 · 1 yr 2 mos · Chennai, Tamil Nadu

Apr 2008 – Jul 2009 · 1 yr 3 mos · Chennai, Tamil Nadu