Apr 2020 – Present · 6 yrs · Hyderabad, Telangana, India

• Responsible for:
• Oversight and direct authority of the program
• Enabling tooling automation and creating efficiencies via cross functional collaboration
• Identifying opportunities for future investments
• Budget and finance forecasting for the program and cost control
• Fostering innovation through cultural change
• Partnering with Finance and vendor management functions for improved pricing, compliance and controls
• Development and management of third party vendor relations
• Performance management and Continual improvement
• Stakeholder and user engagement

Sep 2010 – Sep 2011 · 1 yr · Mumbai Area, India

• Led Planning and Operations teams working on Verbatim Management and Open Ended Coding supporting reputed clients in the Honomichl list in Market Research.
• Revamped the quality reporting system in the service line through automation of reports and modification of existing quality metrics.
• Oversaw the quality audit team to ensure transparency and accuracy of reporting in the quality metrics.
• Centralized the planning function within the service line by standardizing processes in planning and workforce management.

Jun 2008 – Aug 2010 · 2 yrs 2 mos · Mumbai Area, India

• Led Operations teams working on Survey Programming supporting reputed clients in the Honomichl list in Market Research. Additionally, led initiative towards Structuring for the Service Line through an organization wide improvement program.
• Involved in set up of teams at a new site in South India (Coimbatore) for Business Continuity.
• Developed a new methodology for managing demand supply gaps using a database approach, which was implemented for all teams across all existing and new clients.
• Worked on creating the concept paper for participation in a global RFP for new business possibilities across newer geographies.
• Revamped the recruitment process for the service line through new evaluation and assessment systems. This was done through mapping of competencies in the initial phase followed by deployment of new assessments to gauge skill sets.

May 2003 – May 2008 · 5 yrs · Mumbai Area, India

• Leading Teams for Australia and Canada projects
• Led a campaign for the Client to increase awareness and usage of the client offering. The revenue generated for the organization was $22.5K and this was shared as a best practice with other vendors across the globe.
• Was recognized as the 75th percentile manager in the Gallup Employee Engagement survey conducted for 2007-2008.
• Led and drove the ‘Bridge’ initiative to ensure seamless transition of people from Training to Operations through introduction of formalised structures and Nesting phase to reduce learning curve and improve efficiency.
• Received the IBM Corporate Award for the “Best Operations Team - Mumbai Business Unit” 2006.
• Won client awards for the best operations team in Q2 and Q4 2006.
• Won the We Care award (specially awarded by the VP) for contribution towards employee care and motivation in Q3 of 2007.
• Won the Champ of the quarter award for outstanding contributions towards the client account in Q1 2007.

Jul 2001 – Apr 2003 · 1 yr 9 mos · Mumbai Area, India

• Leading a team of SSRs providing technical support. Job responsibilities included handling escalation cases, providing coaching and mentoring support, conducting feedback sessions, conducting performance appraisals, etc.

Sep 2000 – Apr 2001 · 7 mos · Mumbai Area, India

• Managed multiple sites for one of the top shipping companies handling the EDP setup comprising IBM servers using system network architecture. Role comprised of overall technical maintenance and support for the site.