Dec 2019 – May 2022 · 2 yrs 5 mos

• Act as the escalation point for work carried in the team. Act as the main escalation contact for the key stakeholder groups. Ensure a consistent approach to the management of site facilities and resources.
• Work with internal teams to troubleshoot and resolve issues in a systematic and timely fashion.
• Optimized workflow solutions. Identify and execute on opportunities to improve the use of operational tools, close process gaps, and scale our support operations.
• Collaborate with the Product group to build-out critical tools, automate routine work where possible, and eliminate recurring issues.
• Ensure operational risks associated with any/all reported customer concerns and/or customer issues are properly documented, managed and mitigated.
• Support audit, risk and compliance initiatives and ensure all country audits be handled and managed properly and on time.
• Maintain and continuously improve standard operating procedures. Proactively review processes to identify inefficiencies, control weaknesses and identify opportunities for improved efficiency and effectiveness.
• Maintain standard KPIs- FRT, (First response time), ART (Average resolution time) & CSAT
• Oversee and manage all incoming and outgoing support ticket queues and ensure team workflows are efficiently allocated and completed according to our SLA’s.
• Work with HR, Compliance & Security teams ensuring relevant policies are implemented consistently across the team.
• Manage stakeholder expectation.

Feb 2018 – Dec 2019 · 1 yr 10 mos · Noida Area, India

May 2016 – Jan 2018 · 1 yr 8 mos · Gurgaon, India

•  Identified initiatives that allowed business to meet strategic goals  identified and driven Lean Six Sigma projects for enhancing performance across all functions
• Played a crucial role in driving AP Optimization project at MERCER – Saved 4 FTEs
• Was part of invoice fast track project at MERCER- Saved 3 FTEs
•  Facilitating corporate key performance indicator (KPI) design and implementation to measure growth towards strategic goals  Identifying operations risks and developing mitigation plans  Defining objectives of Reengineering Projects; developing framework for Business Improvement initiatives by Six Sigma DMAIC methodology  Providing businesses with tools to improve capability of business processes to increase performance and decrease process variation  Generating a plan of action based on the gap between current processes, technologies and structures, and targeted objectives  Developing a framework of quality standards / systems and ensuring smooth implementation  Designing and implementing Lean and Six Sigma process improvement programs; identifying Lean and Six Sigma opportunities to improve business performance in all dimensions  Did a seat utilization project for Accounts Payables and Helpdesk team.  Revamp of Helpdesk team

Sep 2007 – Apr 2016 · 8 yrs 7 mos · Greater Delhi Area

• Assistant Manager – Accounts Payables, Payment and Travel helpdesk
• Led a 40 member strong team, handling (2 Management Trainees, 8 Process Developers & 10 Process Associate)
• a) Invoice Processing, Payment Processing, Query Handling, Escalation Management
• b) Analytics,
• c) Metrics Reporting.
• Processes and Procedures
•  Establish and refine service delivery processes
•  Monitor and report on service delivery metrics and overall performance(SLA)
•  Process Excellence Enhancement opportunities identification
•  Risk Assessments and mitigation (FMEA)
•  Knowledge retention(Cross Training) and enhancement
•  BCP readiness
• Supervision
•  People and Process leadership
•  Manage service delivery teams and individual objectives, performance and development
•  Performance assessments and regular interactions
•  Attrition Management
• Cost and Efficiency
•  Productivity Benefits Delivery
•  ZERO Revenue leakage
•  Seat Utilization, Band Mix improvement.
•  Transforming and Growing the Business (Mining)
• Customer Satisfaction & Relationships
•  Customer management (NPS)
•  Translating customer requirements into working instructions for Delivery
• ACHIEVEMENTS
• Process Excellence
• “Aging Reduction” Project – Project for the reduction of the outstanding items by 23%.
• 48K (2 Fte’s) productivity benefits delivered in 2012.
• Attrition reduction from 60 % to 27% within 1 year.
• 8 FTE additions within 1 year.~ 30K additional revenue
• Knowledge Enhancement in conjuction with the onshore team.
• Projects
• Operations Lead for the Site Movement Project ~ 100 people & IT assets moved.
• Annual BCP testing ~ 15 members.
• Appreciations
• SEAL ( School for Effective Aspiring Leaders) Programme graduate.
• Recipient of 2 Gold awards and 2 Silver Awards.