Mar 2023 – Sep 2025 · 2 yrs 6 mos

• Client: Google Cloud GTM-DQO
• Functioned as overall Delivery Manager, ensuring SLA compliance, process governance, and seamless service continuity across multiple workflows.
• Led a 20+ member team, driving operational excellence, people leadership, and performance management to meet business goals.
• Developed and implemented training programs that improved team efficiency by 20%, reduced attrition by 10%, and enhanced process accuracy.
• Streamlined onboarding and SOP documentation, introducing automation that cut administrative effort by 30% and improved new-hire productivity.
• Launched performance frameworks and quality audits, resulting in an 80% uplift in KPIs and improved CSAT and SLA metrics.
• Drove change and engagement initiatives, increasing employee satisfaction by 25% and reducing resistance to new systems by 20%.
• Championed mentorship and knowledge-sharing programs to accelerate new-hire integration within 100 days.
• Delivered executive dashboards and performance reports to support leadership decision-making.
• Led stakeholder meetings and calibration sessions to align expectations and identify improvement opportunities.
• Designed and delivered advanced functional and compliance training, reducing ramp-up time by 15%.

Jun 2021 – Feb 2023 · 1 yr 8 mos

• Client: Google — Search Ads Validation
• Solved key operational challenges using data insights, reducing escalations by 20%.
• Delivered monthly reports on productivity, quality, and team performance.
• Partnered with Talent Acquisition for efficient, targeted hiring.
• Led appraisals, KPI reviews, and goal-setting to drive team success.

Sep 2016 – Sep 2025 · 9 yrs

• As a Team Lead and Acting Delivery Manager, I drove end-to-end delivery excellence, people leadership, and operational governance across large-scale service operations. My focus was on improving performance, quality, and compliance through structured management practices and continuous process enhancement.
• Functioned as overall Delivery Manager, ensuring SLA compliance, process governance, and seamless service continuity across multiple workflows.
• Led a 20+ member team, fostering collaboration, accountability, and high performance through clear metrics, feedback, and coaching.
• Developed and institutionalized training and capability-building programs that improved team efficiency by 20%, reduced attrition by 10%, and enhanced process accuracy.
• Streamlined onboarding and workflow documentation, introducing automation and SOPs that reduced administrative workload by 30% and improved new-hire productivity.
• Designed and implemented performance management frameworks and quality audits, leading to an 80% uplift in team KPIs and stronger CSAT and SLA outcomes.
• Drove employee engagement and change management initiatives, improving engagement scores by 25% and easing adoption of new processes and tools.
• Partnered with stakeholders and senior leadership through regular performance reviews, calibration sessions, and data-driven decision-making.
• Delivered executive dashboards and operational reports that provided visibility into productivity, quality, and capacity utilization metrics.
• Championed mentorship and continuous learning programs to strengthen team capability and accelerate onboarding within the first 100 days.
• My role combined strategic leadership with hands-on operational management — ensuring measurable improvements in performance, compliance, and employee engagement while maintaining a culture of learning and accountability.

Sep 2016 – Sep 2025 · 9 yrs

• Strategic and results-driven Team Lead / Acting Manager with 8+ years of experience in people leadership, operations excellence, and process optimization across large-scale global programs.
• Currently with Cognizant, supporting enterprise workflows for Google Cloud, I lead end-to-end delivery, ensure SLA compliance, and drive governance, quality, and business continuity across multiple operations. I manage 20+ member teams, focusing on performance, engagement, and scalable execution.
• I specialize in building high-performing teams through structured training, SOP standardization, and strong performance frameworks. My experience spans escalation management, compliance, risk control, stakeholder communication, and data-driven decision-making.
• Key achievements include:
• Improved team efficiency by 20% and reduced attrition by 10%
• Increased KPIs by 80% through quality and governance initiatives
• Reduced onboarding and admin effort by 30% through process improvements
• Improved employee engagement by 25% via change and adoption programs
• With an MBA in Information Technology, I bring a balanced approach of people leadership + operational rigor, enabling teams to deliver consistent, high-quality outcomes in fast-paced environments.
• Open to leadership opportunities in Operations, Delivery, and Customer Service Management.

Sep 2016 – Nov 2019 · 3 yrs 2 mos

• Client: Google- gTech Snippets IND
• Improved process efficiency and reduced errors through SOPs and checklists.
• Cut project risks by 40%, and boosted success rates by 15%.
• Trained 20+ employees, and closed performance gaps with targeted coaching.
• Managed client/vendor communications, and resolved escalations effectively.
• Created and validated Google snippets and ads for accuracy and compliance.
• Awarded for consistently exceeding quality and delivery targets.