Mar 2024 – Aug 2025 · 1 yr 5 mos · Hyderabad, Telangana, India · On-site

Aug 2015 – Mar 2024 · 8 yrs 7 mos · India

• Managing a global portfolio of 7 countries in the COMO Content Moderation Space for the largest Social Media giant.

Jun 2013 – Aug 2015 · 2 yrs 2 mos · Greater Delhi Area

Jul 2012 – May 2013 · 10 mos

• Ops Lead for Tech Support for US based customers

Mar 2012 – Jun 2012 · 3 mos

• Program Manager to Site Lead

Sep 2011 – Feb 2012 · 5 mos

• Ops Lead for Software Support
• Lead a team for a paid support queue for Software related issues for US based Consumers
• Managed the 3 partner sites (Sitel, Sutherland and Stream) from a P&L perspective

Oct 2010 – Aug 2011 · 10 mos

• Genpact, Vice President October 2010- till August 2011
• Quality and Re-engineering Lead for ITO
• As a Lean Six Sigma Quality Leader, was responsible for driving overall Quality DNA through Master Black Belt (MBB), Black Belt (BB), and Green Belt (GB) Quality Project certifications on DMAIC, DFSS, and LEAN methodologies.
• Simultaneously, was the Reengineering Leader for ITO, responsible for the Operation Integration and supporting Service Delivery through driving onshore and offshore reengineering projects involving cross-functional and cross-location teams with varying complexity.

Feb 2009 – Aug 2011 · 2 yrs 6 mos

• SEPsm Practice Lead for ITO
• Responsible for creating End-to-end SEPSM “Smart Enterprise Processes” with intrinsic data points of Industry Benchmarking from the likes of Gartner, Forester etc, Genpact’s Best-in-Class and Genpact’s Median and then deriving linkages between the CXO level Business Outcomes, the Measures for those Business Outcomes and the Drivers that drive those measures.
• Created an SEPsm for the Help Desk called “Service Disruption to Restoration”. Creating an SEPsm with an End-to-End approach which touches “Infrastructure Management Services” as well as Software Services.
• Led the efforts to identify and then periodically audit CMPs “Common Minimum Practices” which are hygiene metrics required in the Service Delivery of Help Desks, Infrastructure Management Services, Network Voice & Security, Monitoring, Data Centers and Software Services.

Apr 2007 – Jan 2009 · 1 yr 9 mos

• Vice President and Service Delivery Leader for Genworth Financial
• Managed a complete wing-to-wing Customer Service (financial as well as non financial transactions) to existing customers who hold Life policies, Long Term Care policies and Annuities policies. The team also provided Claims Support to the under-writing teams based in the US office.
• Also managed a team that supporting the agents who sell Genworth policies in the US market, in terms of supporting them for their appointments, commissions, terminations etc.
• Managed a process “Medpro: Medical Protective”, a leading organization that provides Medical professional liability coverage to physicians, dentists, allied healthcare providers with a complete wing to wing solution right from indexing, to New Business setup, servicing the existing Customer Base.
• Managed a GE process “AMS” Asset Management Services which is a Mutual Funds Service center providing services to the share holders like MF Trading, Withdrawals, Required Minimum Distributions, new account application review, ownership transfer processing.

Jul 2006 – Mar 2007 · 8 mos

• Vice President and Service Delivery Leader for Dell Computers
• Managed inbound Tech Helpdesk process for Dell, supporting their US customers owning Dell laptops.
• Responsible for multi location (Jaipur and Gurgaon) Service Delivery on key performance parameters like Service Levels, Customer Satisfaction scores, Resolution Rate, Repeat Dispatch rate, Call Quality scores. Led the Quarterly Business Reviews with senior leadership from Dell.

Oct 2005 – Jun 2006 · 8 mos

• GM and Service Delivery Leader for Royal & Sun Alliance Operations
• As General Manager- Operations took care of the following performance activities necessary to deliver the results:
• Managed Service Delivery of all contractual SLAs for a leading UK General Insurance Major
• Worked with relevant groups to plan ramp-up
• Managed performance and career development of unit team leaders
• Managed strategic relationship with onshore operations and leadership
• Managed escalation and change
• Maintained and executed Operations Excellence by means of an extremely robust governance.
• Maintained high standards of employee motivation and morale by means of various “Reward and Recognition” programmes, since it happens to be a Sales process.
• Anticipated and proactively manage client expectations by means of having a “Third eye” Compliance committee.

Feb 2004 – Oct 2005 · 1 yr 8 mos

• GM and Service Delivery Leader for SBC “South Western Bell Corporation” Yahoo
• Managed a 400+ FTE Technical help desk inbound process for a Fortune 100 Telecommunication giant in US based out of multiple locations in India.
• Was instrumental in having Accenture become the first organization in the world to be certified on COPC-2000 CSP Gold, Standard Release 3.4.

Jul 2003 – Jan 2004 · 6 mos

• Manager Ops for Lehman Brothers
• Managed a Pilot Tech Helpdesk Operations for Investment Banking Firm Lehman Brothers.

May 2002 – Jun 2003 · 1 yr 1 mo

• Manager Ops for Dell Technical Email Support
• Was instrumental in getting the COPC certification for the entire Dell email team.
• Been a part of Service Delivery with direct client interface. Represented the email process for four successive Quarterly Business Reviews with the client.
• Represented Wipro Spectramind for a “CII” Conference, held at Ahmedabad in September, 2002.

Jun 2001 – Apr 2002 · 10 mos

• Group Leader Ops for Dell Technical Voice Support
• Managed Inbound Voice Technical Support Process for Dell Computers. Worked extensively on all Voice related hardware/ software like Lucent ACD’s, NICE Call Loggers, CMS, to effectively monitor the Call Quality and achieve call targets.
• Led the team towards managing metrics for a successful COPC certification

Dec 2000 – Jun 2001 · 6 mos

• Group Leader Ops for Dell Technical Email Support
• Piloted the Dell e-mail Process for Wipro Spectramind in January, 2001, as part of the Core Group Committee.
• Responsible for managing a team on e-mail Management Process, for Dell Computers, the world’s leading PC manufacturer. The process involved providing Technical Support to customers.
• Worked extensively on CEM “Cisco email Manager”.
• Assisted in the enhancement of various Dell Lines of Business from eMail to Voice in multiple locations and higher FTE numbers