Sep 2020 – Jun 2023 · 2 yrs 9 mos

Aug 2017 – Sep 2020 · 3 yrs 1 mo

Apr 2015 – Jul 2017 · 2 yrs 3 mos

• Responsibilities include:
• Developing solution strategies and roadmaps for consultative engagements for the Service Delivery Analytics practice.
• Designing, developing, and deploying consulting offerings to solve business problems using the latest and most appropriate technologies in analytics and Industry Research
• Manage the global team of Six Sigma Black Belts and Project Managers driving value realization projects across multiple delivery towers.
• Drive Margin Improvement Projects across accounts to ensure Optimized Best in Class Delivery.
• Lead Impact Projects to implement advanced enterprise wide operating processes based on proven methods (Structured Process Design, Lean Six Sigma and others).
• Work directly with Executive Leadership and functions to improve overall business performance and customer satisfaction metrics
• Analytics as a Service - Portfolio Build
• Delivering value in the marketplace by supporting teams serving clients; spearheading the deployment of consulting offerings and leading key research initiatives.
• Designing strategic account support through proactively maintaining high-level technical and operational expertise and understanding of industry trends and customer requirements.
• Applying deep and broad technical and business experience and knowledge of industry to drive organizational direction, strategies and business model.
• Managing and coaching the team of consultants to demonstrate best in class delivery, drive down costs and achieve trusted advisor status with customer.
• Driving organizational maturity with implementation of benchmarking & best practices.

Jul 2011 – Mar 2015 · 3 yrs 8 mos

• Maintaining and optimizing the cost of delivery and Service for the Data Analytics and the Reporting Organization
• Developing and implementing plans for improving Business Intelligence & Performance via Operational Reporting, SLA & Service Excellence Reporting across the Global Clients.
• Thought Leadership with key business stakeholders to design and develop semantic layers used for end user reporting, KPI’s and analytics capability.
• Managing the reporting and analytics platform(s) to ensure that scheduled jobs are successfully run and analytics data aligns to timeliness / completeness requirements.
• Working with database administrators to ensure that databases feeding the reporting platforms are tuned for optimal performance.
• Managing the day to day activities of the Global Reporting Organization.
• Collaborate with and mentor the teams and participating in forums for information sharing across the firm.
• Manage Executive Reporting Teams to ensure accurate representation on Organization Wide Data.
• Responsible for Client and engagement management for all the service offerings.
• Ensure Customer Satisfaction for all the service offerings including delivery commitment.
• Responsible for achieving the agreed targets for business growth and the Service Level Agreements.

Jun 2009 – Jun 2011 · 2 yrs

• Functions:
• 1. Maintaining and optimizing the cost of delivery and Service for the various Service Desks and ITIL Support Functions.
• 2. Managing the Business Development and Account Management for the Global Clients
• 3. Responsible for Client and engagement management for all the service offerings.
• 4. Ensure Customer Satisfaction for all the service offerings including delivery commitment.
• 5. Responsible for achieving the agreed targets for business growth and the Service Level Agreements.
• 6. Leverage strong relationships with theater sales and delivery leaders and with external customers to understand customers’ business needs, and ensure solutions and services delivery requirements are met.
• 7. Effectively use the customer satisfaction escalation process to drive customer satisfaction in each of the delivery offering.
• 8. Scope Creep Management and Account Governance.

Aug 2007 – May 2009 · 1 yr 9 mos

• Understand application of industry practices, priniciples, concepts and standards. Providing thorough, practical and consistent solution to problems related to the account. Manage employees on day to day basis by actively doing performance management, resource management, attrition management and providing work direction to a group of individuals

Oct 2006 – Jul 2007 · 9 mos

• Manage a team of 30 Service Desk Analysts
• Identify Process Gaps and develop Action Plans
• Subject Matter Expert acting as the Single Point of Contact for the Team
• Perform Audits and coach Analysts on the Gaps Identified
• Suggest Improvements in Process
• Quality Evaluations
• Data Analysis and Reporting
• Conduct Technical and Process Training for the Team
• Ensure SLA and Process Adherence

Sep 2005 – Oct 2006 · 1 yr 1 mo · On-site