Mar 2020 – Dec 2020 · 9 mos

• I also worked part-time (along with my Team Lead responsibilities) for 9 months as a Change and Implementation Specialist, to manage global content change rollouts. In this role, I handled the end-to-end creation and communication of process changes we planned to implement in the content teams. This also includes transitioning teams to new tools and systems.

Oct 2018 – Oct 2022 · 4 yrs

• Managed performance of 15+ content and localization executives across Singapore, Australia, Indonesia, and India—delivering on KPIs for quality and speed.
• Championed employee growth and remote team engagement across diverse cultures.
• Delivered a 20% business cost reduction by optimizing resource allocation and operational design.
• Drove two special global initiatives:
• Change & Implementation Specialist (2020): Led global process rollouts across content teams, including tool transitions and comms strategy.
• Outsourcing Lead (2021): Trained and managed performance of an external vendor team, clearing backlogs and designing a custom QA framework.

Oct 2015 – Sep 2018 · 2 yrs 11 mos

• In this role I managed the content team that was responsible for Booking.com property content for the Indian sub-continent. My main responsibilities were:
• Managing day-to-day performance of content teams based in the Indian sub-continent
• Formulating content strategy and execution planning for region
• Communicating with all stakeholders to ensure content is prioritised
• Managing a team spread in all local offices in the region, delivering high performance

Mar 2013 – Oct 2015 · 2 yrs 7 mos · Mumbai Metropolitan Region

• Managing of day-to-day operations and the business product pipeline.
• Planning of resources for short-term and long-term needs to meet the business plans.
• Setting of Key Performance Indicators to manage business performance and drive business growth.
• Managing the performance of the team.
• Owning and improving the performance management system of direct reports.
• Proactively identifying problems and taking appropriate remedial actions.
• Improve the quality assurance and quality control systems and ultimately the overall quality of the products.
• Skills used: Project management, Change management, Resource planning, Influence and Negotiation, Quality Control

Sep 2012 – Feb 2013 · 5 mos · Mumbai Metropolitan Region

• Forming of a new team with a new role to implement untested business strategies
• Led all communication with the Strategy team in UK
• Setting of processes and the role definition of the team members
• Planned training modules in coordination with other teams and led recruitment for the team
• Skills used: Project management, Team building, Process development, Staff development
• Achievements:
• Setting up a new team to handle two new products. Identifying the key deliverable and setting up all the processes and systems from scratch. This involved selection of the right set of people, developing the skill set to match the job responsibility, developing tools and guidelines to stabilize the new process.
• The new product was launched successfully which helped contribute to 22% of the company's output for the year.

Jan 2011 – Aug 2012 · 1 yr 7 mos · Mumbai Metropolitan Region

• Making day-to-day decisions on the operation of the team
• Identifying potential problems and liaising with the relevant stakeholders to remedy them
• Maintaining relations with UK-based proofreaders
• Assisting HR with recruitment into team as well as training
• Skills used: Project management, Performance management

Aug 2009 – Dec 2010 · 1 yr 4 mos · Mumbai Metropolitan Region

• Verifying technical accuracy of content and code testing
• Acting as reader proxy to ensure best flow of content
• Checking and verifying all facts, references, and illustrations for accuracy
• Ensuring language and grammar are perfect in the chapter
• Skills used: Eye for detail, Communication