Mar 2019 – Oct 2021 · 2 yrs 7 mos

• Certified PSM 1 , SAFe 5 for teams / SAFe 5 Agilist
• Responsible for deployment of agile methodologies using Microsoft Azure DevOps across IT teams. Working closely with all IT teams to ensure Agile adoption is successfully implemented.
• Playing a key role in training , coaching and mentoring teams.
• Creating strategy and adoption plan for successful agile implementation for IT Infra , IT Build , IT Run , Audits, IT Ops, IT Transition and IT Solutions teams.
• Leading and managing Scrum team and driving Scrum of Scrums
• Responsible for process improvements
• Organization owner and administrator for Azure DevOps Tool ; managing process related request and defining and refining metrics
• Leading and managing all leadership strategic agile adoption plans , process and discussions
• Driving and leading project governance and reporting for IT Infrastructure Global Projects
• Implementation of review mechanism for accurate reporting of project at each tollgate
• Identify risk and strategize mitigation plan
• Managing leadership communication on project progress and key initiatives run across the department
• Responsible for driving communication on key projects, user experience enhancement etc.
• Managing end to end project management and governance for one of the IT infra project as a project manager

Mar 2018 – Mar 2019 · 1 yr

• Part of Genpact RPA Nerve center to drive special projects and key initiatives across the RPA teams.
• Achieved $21.5M revenue for 2018 through implementation of Utilization tool for the business of
• 700+ FTE (Timesheet tracking system)
• Driving implementation of utilization and compliance tool across RPA teams. Managing end to end tool implementation to drive cost utilization across the teams.
• Resource pool alignment into billable/non-billable cost codes
• Working closely with finance teams to define and create a new cost code structure for RPA teams for a clear cost scoping
• Drive analytics to determine various factors affecting cost and utilization from a location, band, region etc perspective
• Creating and driving a change management framework for a stabilize resource and cost mapping
• Support with analytics (strategic and operational) and insights that aid business change

May 2017 – Mar 2018 · 10 mos

• Organize and lead critical and high priority activities and initiatives
• Driving special projects on productivity, new business models, cross vertical initiatives
• Set up a strong governance structure within a cross-functional team
• Support with analytics (strategic and operational) and insights that aid business change
• Compile information across teams in a succinct format, enabling the leaders to quickly understand nuances; support executive decision making
• Provide suggestions/recommendations towards strategy & planning, based on data & knowledge of key trends
• Assist with the development of executive level communications, presentations, and content for dissemination across the company
• Collaborate across teams to accomplish tasks and deliverables on an ongoing basis under very tight deadlines
• Develop and manage methods to streamline and enhance existing processes within the team

Nov 2015 – Apr 2017 · 1 yr 5 mos

• Leading complete Contract Lifecycle Management for one the biggest verticals of Genpact.
• Driving project framework for identified accounts
• Contract Management – Linkage between Operating Plans and solutions
• Define governance with clear owners, roles
• Analysis of early indicators of Operation metrics
• Gap identification and develop action plans to drive improvement
• Report out project progress and review with Senior Leadership Team

Jan 2014 – Nov 2015 · 1 yr 10 mos · Gurugram, Haryana, India

• Worked as Global Project Management Leader for US Debt Collection Licenses for F&A Order to Cash B2B & B2C.
• Work closely with US Legal Firm for US State License Filings
• Adherence to data management for Legal filing requirement
• Work closely with Global teams and IBM Company Secretary on confidential data requirement
• Ensure timely filing of all documents
• Track and manage budgets
• Work closely with Internal and External Attorney for US state filings for Debt Collection Licenses
• Organize and facilitate project planning, daily/weekly meetings and project reviews with IBM Global Leadership Executive Team
• Managing and executing project plans, communications and actions
• Stretch Assignment :
• Project Manager for a Growth Market Unit Project on Tools and Analytics for IBM Solutions. As a Project Manager was responsible for end to end project management and execution.
• Was also involved in complex transition projects related to IBM Daksh Global Process Services transition to IBM India Private Limited.

Jun 2011 – Dec 2013 · 2 yrs 6 mos · Gurugram, Haryana, India

• Worked as a Business Operations Senior Manager.I was working as NCR Business Operations leader and directly report to NCR delivery head -Vice President.In this role I provide strategic,delivery,transition,solution,analytical and communication support.Highly involved in Strategic meetings, Performance reviews,E2E transitions & solution reviews,tracking pipeline,capacity planning, plan hiring demand, internal & external communications. Help in developing & aligning with market and competency strategies.Focus on strategies to improve revenue growth, cost reduction.Develop strong & maintain working relationship with business partners,expand scope of business,improve service level and reduce cost. Conduct regular reviews with business owners. Develop strong and maintain working relationship with business partners, expand scope of business,improve service level and reduce cost. Conduct regular reviews with business owners. Driving the People Review & Performance Management process Succession Planning- ensuring ready now & future pipeline for leaders of each BU and Country leadership.Plan succession related discussions. Design & implement Career Management initiatives Rewards & Recognition - Revise the success measures for the R&R scheme such that it is aligned to business success and ensure successful implementation Work on Initiatives around Employee Engagement Design and conduct Talent reach out programs like People Connect, Job Fair Career & Competency review OD initiatives mainly around engagement and retention studies and actions, culture and values audit, etc. on need basis Diversity championing - support in design of the framework and priorities for the year, implementation of the actions across the country through the Diversity forum

Oct 2009 – May 2011 · 1 yr 7 mos · Gurugram, Haryana, India

• Designing & implementing process improvement & quality improvement framework
• Mentoring & Leading Six Sigma Projects
• Handling business improvement projects for banking & telecom sector
• Manage the concept phase of the project,ensuring that the concept remains consistent with organizational objectives
• To identify Improvement opportunities in the business areas & create projects out of it
• Process baselining
• Preparation of engagement reviews & quality assurance procedures
• Facilitate Process mapping,data capture & provide analytic support to business
• Establish & maintain effective relationship with business areas & identify areas of service improvements by implementing regular calls & feedback mechanism
• Influence & escalate key customer issues in an effective way to ensure timely resolution
• Knowledge Management & Communication Manager:
• Designing & managing internal & external communications for COE
• Involved in uploading & updating the knowledge management portal
• Collating and editing the content for updation in the knowledge management portal
• Driving, running & managing the ideation initiative across COE
• Managing,approving & action on the ideas for COE
• Preparation of reports & engagement reviews
• Leading reviews and educational sessions for employees
• Tracking the ideation & financial benefits for COE
• Career Advisor Manager:
• Worked as Career Advisor for a span of 45 People Managers.
• Educate and enable employees on skill expertise assessment
• Educate and enable employees on CV Wizard tool for resume updation on internal portal
• Education and advising employees on benefits of assessment and CV updation
• Advising & enabling employees on selection of correct skills in expertise assessment for career opportunities
• Conducting & leading education session for assigned Span
• Assist employees in identifying training needs based on the expertise assessment

Jan 2008 – Oct 2009 · 1 yr 9 mos · Gurugram, Haryana, India

• Leading and managing the 2nd Level Support LOB (Backend Team) with a HC of 55 associates/2 SME and 2 Assistant Managers. Job responsibilities involves managing the entire LOB. Interaction with client through conference calls and reviews/QBR. SLA Adherence and driving productivity is an important part of the role.
•  Span of Control - 2 SME/2 Assistant Managers & 55 Associates
•  Handling & Managing Assistant Manager & associates & their performance on all critical metrics.
•  Handling Training related activities in the process – Process updates, refreshers.
•  Process Risk Champion for all Process Audits (External & Internal) conducted for the process.
•  Control CPM performance through process tools. Analyzing trends in CPMs on a weekly/monthly basis and initiating appropriate action plans at team level & queue level.
•  POC for all queue related call drivers, handling customer complaints & client escalations.
•  Supervising and managing the Operations Floor and coordination with various departments. Complete people management of the entire floor to ensure smooth flow of day to day operations.
•  Identifying Training needs and working on areas of concern ensuring compliance on the operation floor.
•  Regular interaction with the client in upgrading/modifying existing knowledge base to improve resolution rate.
•  Interaction with the UK office on all escalations and Quality / Compliance related issues.
•  Coordinating with the Human Resources Deptt.in terms of manpower requirements, recruitments and retention of resources in the organization.
•  Roster adherence, staffing and forecast.
•  Conduct Performance Appraisals and review sessions with team members.
•  Recruitment and assessment of new team members.

Oct 2006 – Dec 2007 · 1 yr 2 mos · Gurugram, Haryana, India

•  Span of Control - 2 SME & 22 Associates
•  Handling & Managing SME & associates & their performance on all critical metrics.
•  Monitoring calls for enhancing the performance of the team.
•  Grooming & coaching for the team.
•  Preparation of daily performance reports.

Jun 2003 – Oct 2006 · 3 yrs 4 mos · Delhi, India

•  Handling a team of 12-14 members.
•  Monitoring calls for enhancing the performance of the team.
•  Handling tools like Avaya/CMS & Real time monitoring.
•  Grooming & coaching for the team.
•  Preparation of daily performance reports.
•  Additional Responsibility of Process Training for New Hires.