May 2023 – Dec 2024 · 1 yr 7 mos · Gurugram, Haryana, India · On-site

• Responsible to direct and lead the organization's Operational & Fiscal function for all current client partnerships. Leading the development of the company’s short-term and long-range growth initiatives along with regulatory actions to Create, Improve, Implement and enforce policies and procedures. Working aggressively upon India expansion opportunities besides assessing the competitive market landscape internationally.

Jan 2022 – Mar 2023 · 1 yr 2 mos

Nov 2018 – Dec 2021 · 3 yrs 1 mo

Jul 2018 – Oct 2018 · 3 mos · Gurugram, Haryana, India

Jun 2017 – Jul 2018 · 1 yr 1 mo · Bangalore

• Worked as Associate Director - customer service. Functionally managing digital channels - E-Mail, Chat, Social Media, Ceo Esclations & Esclation Controler Services.
• Handling and resolving customer queries/concerns raised on Digital Channels and Ceo Desk
• Identify the process improvements / Gaps and plug same with concerned departments to ensure seamless customer experience
• Define, plan and manage business strategy for digital channels
• Responsible for executing and delivering on all key KPIs
• Vendor partner management including staffing, forecasting, relationship management and delivery of all key KPIs
• Driving Contract and SoW discussions with partners along with driving adherence and audits

Oct 2015 – Mar 2017 · 1 yr 5 mos · Gurgaon, Haryana, India

• Worked as Associate Director - Seller service. Functionally managing Voice-Seller Services, Partner management, CEO Escalation Desk, Workforce Management, Training & Transactional Quality.
• Handling and resolving sellers grievances raised to CEOs
• Identify the process improvements / Gaps and plug same with concerned departments to reduce seller friction
• Define, plan and manage key procedures for voice business
• Responsible for executing and delivering on all key KPIs
• Vendor partner management including staffing, forecasting, relationship management and delivery of all key KPIs
• Driving Contract and SoW discussions with partners along with driving adherence and audits

Feb 2013 – Jul 2015 · 2 yrs 5 mos

• Worked as Site Head for Reconciliations Utility. Functionally managed Debt product Post Trade Reconciliations. Build and grown the process at site from 20 to 250+ FTE’s in 5 years. Managed Change the Bank (CTB) initiative for the vertical responsible for re-engineering of the reconciliations platform, insourcing, outsourcing and program manage projects pan India.
• Part of Site Operations leadership team and worked closely with all location leaders for many improvement projects on infrastructure utilization, staff retention, hiring, food & transport services
• Part of global management team for reconciliations and actively work on strategy for people & process development, prioritization of Book of Work, In-sourcing and Outsourcing of work with global stake holders
• Responsible for operations delivery for the location – Nostro & Depo recs, Audit Confirmation, Post Trade Reconciliation for Fx, Custody, Debt, Listed Derivatives and Equities
• Have worked actively on process re-engineering using lean six sigma methodology
• Responsible for In sourcing work to India dealing with country regulators, Legal, Compliance and technical writing teams
• Was part of the strategic project for migration of reconciliations from SSR to TLM
• Responsible for client relationship management and planning
• Managing Hiring, Training, Quality & Audits for the location
• Working within allocated budgets and have guided team to constantly give efficiency

Jan 2010 – Feb 2013 · 3 yrs 1 mo

• Responsible for day to day operations delivery for Inter System reconciliations and Audit Confirmations
• Driving Re-Engineering projects to meet saves target
• Client interaction and reporting of day end status of work completion
• Review and strengthen process controls
• Part of location management team
• Responsible for In sourcing work to India dealing with country regulators, Legal, Compliance and technical writing teams
• People management and development
• Stakeholder management
• Managing hiring training and quality for the process

Jun 2009 – Jan 2010 · 7 mos

• Part of location transformation team for platinum services of one of the leading domestic telecom provider
• Worked with senior management (Internal and Client) to define platinum service and create execution plan
• Partnered with Operations, Technology, Workflow Management, Training and Quality teams to deliver and measure customer experience
• Introduced processes to define differential customer service for increased CSAT scores
• Worked closely with hiring teams to identify and implement right/enhanced fitment parameters for hiring in the project

Apr 2008 – Jun 2009 · 1 yr 2 mos

• Part of location management team working on strategy formation on people, process and location improvement
• Location process head managing client relationship for 6 Lines of Business (LOBs) for Credit Cards, Liabilities and Assets customer service for Citibank NA (India) with 13 direct reports and 250 people across all the LOBs
• Operational floor management by service levels, making appropriate decisions, responsible for daily monitoring of quality and production
• Worked on process improvement projects primarily focusing on increased sales, lower AHT and improved quality
• Conceptualize and prepare the Budgets for each of the LOBs and responsible for the P&L delivery
• Identify control gaps and define quality processes
• Manage recruitment, training and identify training needs within the group and provide the feedback
• Act as a central point of contact to reporting and escalating system issues to technology leadership and client teams
• Review, design and implement the R&R program for the LOBs

Aug 2003 – Apr 2008 · 4 yrs 8 mos

• Responsible for one of the managed health insurance process for US health care major
• Grown the team size from 40 to 120+ team members
• Managed claims processing for Health Insurance major
• Process reengineering for enhanced productivity, lower cost and increased customer focus by timely processing of claims
• Operations management by delivering all key KPI metrics year on year
• Conceptualize and prepare the Budgets for each of the LOBs. Track and report the revenue projections on weekly basis to business head
• Worked on pricing for all new and existing LOBs with WFM and Finance teams
• Coordinating with Business Development team for prospective client presentations and visits
• Helped BD and Solutions Team for skill set and hierarchy requirements on RFP’s
• BCP/DRP coordinator for the Project
• Invoicing and reconciliation’s for all LOBs for the client
• Identify control gaps and define quality processes
• Manage recruitment, training and identify training needs within the group and provide the feedback

Nov 2002 – Aug 2003 · 9 mos · NOIDA

• Worked as process SME
• Responsible for new hire training and conduct internal audits on sample transactions
• Assisting my team leader in various team administration functions
• Maintain Team Stats and manage performance on Customer Satisfaction and ensure that they meet performance targets as drawn by the client for the process

Jun 2001 – Dec 2002 · 1 yr 6 mos · Noida Area, India

• Worked for US based insurance company in Annuity New Business
• Maintaining and monitoring a comprehensive MIS
• Allocating daily targets to the team
• Impart Training & conduct quizzes to new hires in the process
• Peer Audit : Performing quality checks on the sample size processed by the team
• Took lead in compiling & maintaining the process DTPs

Feb 2000 – Jun 2001 · 1 yr 4 mos · Gurugram, Haryana, India

• Worked with High accuracy levels
• Was responsible and accountable for the accomplishment of Individual and team targets
• Was part of R&R Committee that was an independent body to reward the best Performer every month out of 375+ employees