Jan 2023 – Oct 2024 · 1 yr 9 mos · Rajpura, Punjab, India · On-site

• Remotely led the launch and end-to-end management of multiple online MBA programs, overseeing a geographically dispersed team of academic counselors and faculty.
• Ensured full compliance on educational guidelines (UGC standards ) for online curriculum, student assessment, and ensuring program integrity and accreditation readiness.
• Implemented and monitored robust process controls for all student documentation, admissions, and academic records, ensuring a seamless and fully compliant student lifecycle management process.
• Ensured academic excellence and high student satisfaction through effective remote leadership and collaboration.
• Applied expertise in Generative AI tools to support the research and development of engaging, high-quality course content, within established academic integrity frameworks.

Sep 2019 – Jan 2022 · 2 yrs 4 mos · Pune, Maharashtra, India · On-site

• Directed end-to-end business process operations and uptime for a network of 10,000+ White Label ATMs across India, a role with significant operational, financial, and regulatory risk.
• Ensured 100% adherence to stringent RBI (Reserve Bank of India) regulations, network operation standards, and financial audit requirements for the entire ATM fleet.
• Implemented and governed a rigorous compliance framework for partner/vendor operations, including SOP adherence, cash management protocols, and security audits across all locations.
• Successfully coordinated with field teams and vendors on nationwide preventive maintenance programs, reducing maintenance costs by 10% through efficient virtual collaboration and project management, without compromising on compliance standards.

Sep 2014 – Jan 2019 · 4 yrs 4 mos · Noida, Uttar Pradesh, India · On-site

• Remotely led and managed PAN India call center and back-end operations, overseeing 2M+ calls per month across four geographically dispersed inbound centers.
• Enforced strict adherence to Telecom Regulatory Authority of India (TRAI) guidelines, customer data privacy norms, and standardized SOPs across all partner locations.
• Held full responsibility for multiple servicing verticals, driving performance against key metrics for customer satisfaction, efficiency, and cost, while maintaining rigorous quality and compliance standards.
• Executed successful win-back campaigns by applying strategic frameworks to turn customer objections into opportunities, ensuring all sales practices complied with regulatory standards.

Aug 2009 – Sep 2014 · 5 yrs 1 mo · Mohali, Punjab, India · Hybrid

• Managed prepaid call center operations for 400+ agents across multiple locations, achieving significant reductions in cost per call (CPC) through effective performance management.
• Ensured compliance with telecom industry regulations and internal quality assurance benchmarks through meticulous monitoring, reporting, and training.
• Spearheaded the smooth transition and optimization of call center operations, ensuring all new processes embedded necessary compliance checks and controls.

Jan 2004 – Jan 2009 · 5 yrs

• •Managed complaints through different Vendors/partners related to post-paid GSM, landline, and broadband services for corporate accounts, ensuring timely and effective resolution through virtual communication channels.

Jan 2004 – Jan 2009 · 5 yrs

May 2001 – May 2004 · 3 yrs · Chandigarh, India · On-site

• •Earlier roles at A.P. Securitas Pvt. Ltd., Magus Customer Dialog Pvt. Ltd., Syal Leasing Ltd., and Modi Telecommunications Ltd., building a foundational understanding of customer service, network communication, and financial operations.