May 2021 – Dec 2023 · 2 yrs 7 mos · Noida, Uttar Pradesh, India · Remote

• Provided leadership to a team of 70 associates in a 'work from home' setup, driving Bookings, Drafting, Research processes
• Achieved a significant improvement in NPS for Bookings process from 7.3 to 9.3 within a year, showcasing dedication to customer satisfaction and quality improvement.
• Implemented an efficient Overtime & Off-shift process for 500 employees in India, resulting in cost savings of over $0.2 million per year, demonstrating strategic cost management skills.

Oct 2019 – Mar 2021 · 1 yr 5 mos

• Set up entire Operations for Expresso (Shuttl’s Intercity Bus Service) from ground-up
• Established Expresso as the top rated bus Operator on Redbus & Paytm through relentlessly improving CSAT
• Revamped ground operations in response to Covid-19 situation ensuring safety standards
• Scaled up from zero to 54 buses in record time of 5 months
• Responsible for hiring, training & management of a large team (5 Managers, 70 plus ground executives)

Feb 2019 – Oct 2019 · 8 mos

• Set up the processes for Partner Care of Shuttl to manage complaints and concerns of 300 plus operators across 7 cities
• Streamlined the recurring issue of vendor payment related complaints
• Set up processes to track and report Emergency issues that happen during Shuttl daily operations

Nov 2015 – Jan 2019 · 3 yrs 2 mos

• To ensure that the business is at all times in adherence to regulatory / internal policies and procedures
• Coordinated periodic testing and verification activities for Credit Initiation unit through tools such as operational risk self-assessment (MCA) and risk indicator reporting
• Drafted corrective action plans, tackling issues at a root cause level, working with stakeholders and advisers
• Managed a team of Control specialists to provide superior risk and control advice and support on an ongoing basis
• Managed vendor franchise risk by covering Outsourced Service Providers of Credit Initiation unit

Jan 2014 – Oct 2015 · 1 yr 9 mos

• Responsible for executing re-engineering initiatives aimed at productivity improvement and process simplification
• Awarded the prestigious APAC Leadership Excellence Award for implementing LEAN methodologies towards process improvement, establishing TAT benchmarks and improving FTE productivity of sales solicitation and credit initiation operations for Mortgages resulting in cost save of $0.9million
• Analyzed Net Promoter Score to understand customer pain points and designed initiatives to help reach the goal of 30+score
• Prepared Management, Control & Assessment reports to ensure quality and compliance requirements are met

Jun 2012 – Dec 2013 · 1 yr 6 mos

• Leadership program for high-potential experienced banking professionals
•  Devised exit strategy for corporate with unprofitable salary accounts with the bank
•  Developed sales strategy for acquisition of Corporate Credit cards through various channels
•  Designed expense tracker along with the expense drivers for Credit Initiation Operations of Cards, Personal Loans and Mortgages products

Jul 2009 – Mar 2011 · 1 yr 8 mos · Rukka Village

• Part of the 3-member founding team of a social enterprise to employ youth and women from underprivileged backgrounds
• Prepared the initial business plan to setup and operationalize the Rural BPO and Rural Marketing verticals
• Instrumental in making Rural BPO vertical operationally sustainable within 5 months of starting operations
• Managing performance of 60 in-house associates with an expected 4-fold growth over the next financial year
• Developed and coordinated training plan for over 100 trainees in a period of 10 months
• Manage end-to-end operations including quality assurance and delivery
• Impart process skills coaching to over 60 employees in outsourced data services on an on-going basis
• Act as single point of contact for all project related communication with clients
• Build roadmap and execute new capability building efforts
• Oversee recruitment and coaching of first and second-line managers and introduction of Quality Circles for team building

Aug 2007 – May 2009 · 1 yr 9 mos · Mumbai Area, India

• Worked with the Technology (India), Infrastructure (India), Speciality Finance (UK), Retail (UK) and Insurance (UK) teams as an associate analyst
• Built end-to-end financial models with DCF, relative valuation, comparable company analysis after doing strategy analysis on the industry and fundamental analysis on the company
• Generated investment ideas and prepared investment research reports and other reports like industry analysis, market scenario analysis etc.

Jul 2006 – Jul 2007 · 1 yr · Mumbai, Maharashtra, India

• Designed the blueprint for automation of underwriting process for Reverse Mortgages for integration into web-based end-to-end mortgage processing software
• Streamlined the audit process to track the efficiency of loan processing, underwriting and funding
• Developed forward mortgage products based on secondary investor guidelines

May 2005 – Jul 2005 · 2 mos · Graz

• Developed a post distorter to compensate non linear effects of RF power amplifier using approximated Volterra kernels and realised S-function for a general non linear Volterra filters in SIMULINK (MATLAB)