Jul 2021 – Present · 4 yrs 8 mos

Apr 2003 – Jul 2021 · 18 yrs 3 mos

• Operations Management:
• Overall responsible for service delivery of multiple projects (AR, AP, T&E, Payroll, FP&A, and HR in dual location Bangalore and Kochi) with control span of 200 FTEs and running of day-to-day operations with process managers efficaciously & perform as per best-in-class standards
• Track and monitor key performance indicators
• Risk assessment of processes
• Appropriate reporting to client and management on process performance and challenges
• Driving process excellence initiatives to enhance quality of output and improved control environment
• People Management:
• Responsible for recruitment, goal setting, motivation, employee engagement, performance appraisal, retention of key talent, and measure utilization/productivity
• Developing direct reports, supervising, guiding, leading team managers, driving people growth
• Identifying development areas & skill sets of individuals and mentoring team accordingly to deliver business objectives and nurturing individual aspirations
• Create and maintain a spirited work environment that promotes positive communications and rapport building through transparent business practices
• Ensuring effective and timely recognition of performance & assist in designing effective reward and recognition programs to extract maximum operational response
• Client Relationship Management:
• Provide performance of the Offshore team through Dashboard and discuss/review business meetings
• Contractual amendments/change requests
• Governance and escalation management
• VOC Analysis and deliver on CSAT/NPS targets and ensure that customer engagement is always in ‘Promoter’ zone
• Others:
• Track and convert scope expansion opportunities and fuel business growth
• Responsible for P&L management thereby meeting and exceeding financial targets
• Support presales team and RFP/RFI in new pursuits of new business
• Implement Pre-process training for F&A CoE
• Part of Campus hiring programe