Feb 2016 – Feb 2017 · 1 yr · Gurgaon, Haryana, India

• Responsible for managing the overall deliverables of the program.
• Responsible for directing, managing and overseeing the delivery of 10 cross functional team for operational success, strategic alignment and integration of activities.(130 - 165 
Contractors)
• Manage the performance delivery of the program, and its people, maintaining the 
required quality standards.
• Formulate operational policies; manage daily operations, by efficiently utilizing material 
and human resources.
• Ensure the delivery of program KPIs, directly impacting the overall SLAs, through 
strong resource and people management, thereby providing maximum benefit to the 
business.
• Act as Ops representative for inter-departmental, cross-functional & organizational 
projects & initiatives.
• Responsible for the development and implementation of internal processes and 
supporting business processes, operational performance monitoring and process improvement activities designed to meet departmental & organizational goals & objectives.
• Responsible for enhancing individual job satisfaction of all delivery team through effective employee engagement activities and career development plans.
• Responsible for delivering all operational services to the clients at, or less than, the expected cost and in line with the Service Level Agreement

Sep 2013 – Jan 2016 · 2 yrs 4 mos · Gurugram, Haryana, India

• ● Ensuring SLA compliance for Productivity and Quality and other KPIs of the process.
• ● Monitoring the team performance from the COPC certification perspective.
• ● Monitoring the BS7799 (ISO27001) security standards within the team.
• ● Looking after the Sales, Revenue and product mix.
• ● Attending daily/weekly calls with UK clients.
• ● Sharing process improvement and framework to complete the suggested projects.
• ● Coordinate with RTA (Real Time Adherence) team to meet the TAT on a daily basis.
• ● Managing site function.
• ● Merit ratings and Annual, mid-year performance appraisal for the team.
• ● Ensure monthly employee engagement activities and designing/budgeting the
• incentive plans every month.
• ● Team meetings/Performance reviews.
• ● Manage process improvements in various projects and compliance audits in the
• organization.

Jan 2008 – Aug 2012 · 4 yrs 7 mos

• Ensuring interaction with international customer to analyze requirements & provide customized services.
• Resolving escalated grievances and queries of clients on a day-to-day basis.
• Implementing quality improvement measures for continual improvement in the services, ensuring higher customer satisfaction matrices.
• Attending conference calls with client & giving process improvement inputs/updates.
• Ensuring that quality of response to customer issues is as per set standards; conducting process reviews to enable strict adherence to process parameters and systems.
• OPERATIONS MANAGEMENT
• To ensure achievement of client S.L.A. and targets set internally by the company through effective management of work force.
• To manage day to day relationship with team members/ Managers/ SDL'S / shared services of the company
• To take part in formal reviews with clients to discuss campaign reports and ensure their satisfaction and delight over the performance.
• To establish clear goals and objectives in conjunction with top management for the team members to define career path for them.
• Forecast hours, achieving both planned and unplanned absence targets and keep attrition levels to the minimum.
• Preparation of MIS reports for the daily productivity and daily analysis of the quality and quantity of work.