Feb 2021 – May 2023 · 2 yrs 3 mos

• Operations management for the Staffing segment of the organization that included due diligence to ensure that the client needs were looked after for tech and non tech roles. Customer success and client service engagements to ensure that we process manage, ideate, delve and partner to create processes and offerings that have far reaching impact in achieving positive end customer impact along with engagement and growth of employees and work towards creating it a great place to work.

Feb 2017 – Sep 2019 · 2 yrs 7 mos

• Operations Head for the US staffing business based out of NCR.
• The portfolio involved managing the most productive site for the company and involved due diligence at the site /branch level with direct reporting to the CEO.
• 1.Process and Productivity Management
• 2. People and Attrition Management
• 3.Site level issues management with guidance and coordination with HR, admin ,IT , training and Finance.
• 4.Expansion management from staffing resources perspective.
• 5.Expansion of the site from a facility, IT and resources perspective.
• 6.Vendor mangement and due diligence
• 7.Floor and site level engagement
• 8.Due diligence to build a strong MIS delivery.
• 9.Co-ordination with other Site heads for knowledge sharing and growth.
• 10.Client hosting , Training development , issue resolution internal as well as external.
• 11. Account management and service delivery for the UK line of business.

Dec 2013 – Jan 2017 · 3 yrs 1 mo · Gurgaon, India

• Operations management with a resource base of 200 plus individuals reporting into me.
• 1.LoBs managed included the first touch , second touch , COR and the quality LOBs.
• 2. Enhanced client interactions and management.
• 3. Service delivery to ensure productivity, SLA adherence, TAT and Time to process.
• 4.Improvement initiatives and close coordination with the quality teams and the automation Lobs.
• 5.Management of the automation LoBs and coordination with the client to develop inhouse macros and automated products to improve dollar savings.
• 6.Grooming of resources from agents to Deputy managers to bring them up the curve and enable for the next levels.
• 7. IT coordinator for the entire process of 700 plus resources from cordinating and enabling regular IT and product level initiatives from the client and coordinate the unit tests and regression tests before go live to the production environments,
• 8. The Referal SPOC for the entire process to help the cause of Concentrix to drive engagement and referals to bring about quick backfills to attrition and also expansion requirements.
• 9. Engagement of resources with continued co-ordination with HR.
• 10. Authourized spoc for the process to ensure adherence to company and client level DPA and security policies .

Dec 2010 – Nov 2013 · 2 yrs 11 mos · Gurgaon

• Managed the dual LoBs of Overpayment recovery and also the first touch for the US Healthcare Payer. The scope of people management enlarged to 50 plus resources and accountability enhanced with delivery to production targets, client management, people management, SLA management ,performance management and attrition management. Governance to ensure that teams operating under me including Team leaders and SMEs worked as a cohesive unit delivering to process adherence , adherence to TAT and imbibed the virtues of thorough accountability to learning and improvement.

Mar 2009 – Nov 2010 · 1 yr 8 mos · Gurgaon, India

• Backend operations for IBM Daksh that involved taking care of a Line of Business that worked to enhance the savings of the US Healthcare client by pitching in by accounting for and bringing in dollar savings vis a vis over-payment recovery. Managed the entire LoB for the larger process and this involved client management, process management, productivity management, people management and delivery.

Sep 2008 – Mar 2009 · 6 mos · Gurgaon

• Project Management -Content Development
• A revenue generation project for IBM-Daksh, which involved creating content for a Line of Business that catered to an Australian Utilities major. A thorough involvement in ensuring that we worked per the timelines and quality metrics of the client. Adherence to the project scope, timeliness, delivery per budget, value addition along with an opportunity to provide learnings for the entire project team. A successful project delivery and perhaps the first of its type for IBM Daksh.

Sep 2007 – Aug 2008 · 11 mos

• A foray into the world of quality management with support to the customer service line of business. Transactional quality imperatives that involved mentoring a team of QA's to align with the client quality requirements, ensuring drives to monitor , evaluate , giving feedback, enhancing the metric adherence, call control , adherence to SOPs, going the extra mile and inculcating process adherence with the end goal to enhance the customer satisfaction ratings of the Line of business. The Lob NPS score for customer satisfaction improved by 72.41% in one year of operations.

Nov 2001 – Aug 2007 · 5 yrs 9 mos

• An enchanting experience working for both the Americas and also the UK in the field of mobile telephony and broadband support. It involved front-ending for customer support and resolving technical and non technical issues. Broadband support for a UK media giant enabled technical learning and understanding the nuances of networking as well as desktop support. Managed a team of 25 plus resources and was instrumental in creating a rewarding , learning and skilled workforce that could quickly adapt to changes and create distinctions vis a vis NPS and performance.