Jan 2008 – Dec 2008 · 11 mos

• Work Location - Indianapolis, Indiana, US.
• Overall operational responsibility for First Advantage's US-Enterprise Employment Verification Services.
• Career Highlights:
• Led a multi-pronged business re-engineering initiative that included bringing international best practices to the USA, establishing common delivery & reporting standards for all operations globally, and offshoring backoffice functions from the US to more cost effective centers in India & the Philippines.
• Operations change driver for new business models.
• Tasked cross-functional teams to re-align backend production & client-facing operations across Asia & the US, incorporating best practices in both regions to create a seamless & fully integrated business delivery model globally.
• Established standard reports & service delivery processes.
• Identified business processes that could be successfully offshored, achieving 70% offshore headcounts.
• Reduced transaction costs by 20% while simultaneously improving service quality and turnaround times by 15%.

Apr 2006 – Dec 2007 · 1 yr 8 mos

• Work Location - Muntinlupa City, Philippines.
• Overall business responsibility for First Advantage's Employment Screening Services across the Philippines and Hong Kong.
• Career Highlights:
• In the capacity of COO & Country Manager, balanced continued responsibility as the Head of Operations in the East Asia Pacific with executive leadership for the launch of the new operation in the Philippines.
• Handled everything from site selection and first stage staffing to establishing the business practices, systems and standards for the Philippines subsidiary, to grow the company to 250 employees in less than two years.

Apr 2005 – Mar 2006 · 11 mos

• Work Location - Hong Kong CBD.
• Overall operational responsibility for First Advantage's Employment Screening Services across East Asia Pacific including:
• Hong Kong
• China
• Singapore
• Australia
• Career Highlights:
• Re-engineered all frontline operations to integrate backroom & client service operations to create a more seamless customer service experience.
• Championed & led the migration to a web platform for customer service & account management, providing end-to-end project leadership for defining business requirements, system specifications, use cases, and GUI’s for backend & client facing screens.
• Strategized with global colleagues on opportunities to cut operational costs and led the transfer of many functions to the Philippines to capitalize on savings in overhead & labor costs.
• In response to client demands, analyzed the business case for a full service delivery center in the Philippines, and demonstrated significant advantages both in terms of operational synergies & growth opportunities.

Jun 2004 – Mar 2005 · 9 mos

• Work Location - Mumbai, India.
• Responsible for providing overall direction and guidance to the operational activities of the East Asian Screening Services Division at Mumbai, India with an objective of maximizing growth and profitability as well as day-to-day leadership & management.
• Career Highlights:
• Defined new performance parameters and formalized delivery mechanisms for all aspects of the Employment Screening Services, from service level agreements with clients, to streamlined business practices for candidate background checks, employment & education verifications, and performance assessment confirmations for positions ranging from internships to senior executives.
• Instituted KPI’s and benchmarking tools to monitor performance against targets.
• Implemented improved processes and management methods to generate higher ROI and workflow optimization.
• Developed and created strategies and policies aligned with organizational goals.
• Provided mentoring and guidance to subordinates and other employees.

Jan 2004 – Jun 2004 · 5 mos · Bengaluru Area, India

• Work Location - Bangalore, India & Toronto, Canada.
• Led the migration of a voice based business process from Toronto, Canada to India for IBM Canada.
• Career Highlights:
• Onsite delivery, process mapping and simulation at Toronto, Canada for 6 weeks.
• Drove portfolio optimization for IBM4YOU General Services, Lotus CC and Manufacturing & Development.
• Created Standard of Work & the Document of Understanding for Inter-company businesses.
• Delivered Service Levels Targets: 80:20.
• Drove Business Reporting, Internal Sponsorship & Internal Funding.
• Chaired Business sponsor calls, Internal Process Audits, Business Reviews & Business visits.

Jun 2003 – Dec 2003 · 6 mos · Hyderabad Area, India

• Work Location - Hyderabad, India.
• Led collection operations at Dell for Small & Medium Businesses in the USA.
• Career Highlights:
• Responsible for US $ 7 million collection portfolio.
• Optimized & controlled current Accounts Receivable %.
• Analysis of DSO, Net terms, 90+ Debits & Credits and % of dollars allocated towards reserves and write-offs.
• Monitored & controlled operating expenses. Also tracked Bad Debit Write-offs & Third party legal packages affecting bottom line & DSO.

Nov 2002 – May 2003 · 6 mos · Bengaluru Area, India

• Work Location - Bangalore, India.
• Led Credit Card collection operations for leading US Banks.

Mar 2000 – Nov 2002 · 2 yrs 8 mos · Gurgaon, India

• Work Location - Gurgaon, India & Buffalo, New York, US.
• Assisted with the migration of a sub-prime Auto Loan Collection business process from Buffalo, New York, USA to India for General Electric Capital Corporation.
• Career Highlights:
• Onsite delivery, process mapping and simulation at Buffalo, NY, USA for 9 months.
• Responsible for driving collections on Commercial office equipment for leading US office equipment companies.
• Responsible for driving collections on high-risk sub-prime automobile accounts.
• Responsible for driving collection & auto repossession strategies for Live and Dialer processes.