Jun 2019 – Oct 2024 · 5 yrs 4 mos · Bengaluru, Karnataka, India

Apr 2016 – Aug 2017 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Transformation, Robotics and Project Management

Aug 2017 – May 2019 · 1 yr 9 mos · Bengaluru Area, India

Jun 2007 – Dec 2011 · 4 yrs 6 mos · Hyderabad Area, India

• Responsible for managing Transaction Quality for Consumer Banking @ Hyderabad
• Supporting 9 portfolios, by leading 48 training & quality members & 4 Front Line Managers responsible for managing the teams
• Steering efforts to ensure compliance with regulations, policy and procedure in turn leading to recovery across portfolios. Analyzing data from various feedback resources to strategize training/coaching plan
• Developing, implementing and leading key process improvement efforts through LEAN & Six Sigma methodologies
• Building Client Relationships and transitioning new roles to India site through strong business acumen, domain knowledge & customer driven environment
• Leading people to perform to build productive teams and align capabilities through coaching and developing
• Drive execution through building relationships & management discipline
• Establishing a standard QA process across all businesses in the centre to improve Compliance & C-Sat Scores, improve effectiveness and reduce cost
• Identifying gaps & recommend changes to established practices
• Developing QA/Training work plan, establishing business objectives and resource allocation
• Managing team performance and coaching future leaders
• Liaison with operations. Interface with leadership and clients to report on training & quality
• Manage budget, resource ramp-up/down of the Training & Quality function. Monitor the completion of tasks

Jun 2007 – Aug 2008 · 1 yr 2 mos · Hyderabad Area, India

•  Leading a team of 12-14 associates in Training & Quality for Claims COE @ Hyderabad
•  Preparing / maintaining accurate & timely reports for team performance to monitor/coach agents on all performance metrics
•  Developing and mentoring Trainers & QA to accept greater responsibility within the team and organization
•  Reviewing performance of the team and take corrective actions to ensure smooth management of the team on a daily basis
•  Networking with the other sites in the US to ensure calibration of knowledge and accuracy maintained
•  Constantly raise the bar to improve efficiency
•  Sustain Intensity through learning and adapting to constant change

May 2007 – Mar 2016 · 8 yrs 10 mos · Hyderabad Area, India

• Senior Migrations Manager for Bank of America

Sep 2002 – May 2007 · 4 yrs 8 mos

• Handling New Hire Orientation (NHO) and Process Training for all the newly hired employees
• Trained 179 new hires for the year 2006 & 2007
• Support an entire portfolio of 119 agents on process and coaching
• Conducting process calibration and ensuring process loops are covered and created work around for the same
• Conducting process refreshers and process coaching for all the front line agents to maintain process standardization
• Facilitate transition of students from training to work environment, ensuring competency levels are sufficient
• Ensure effective, consistent communication with managers, peers, client representatives, subordinates, and other resource groups
• Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations, and QD monitoring
• Complete daily training administrative work such as tracking of student data, timekeeping, and other administrative tasks as required in a timely and accurate manner