Priyanka Batra

Experience

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  Deloitte

  Aug 2012 - Mar 2013

  Audit Assistant

  1. Analysed the financial statements of clients for any Risk of Material misstatement.2. Performed analytical testing of balance sheet and income and profit and loss accounts3. Held the role of a core team member in organising IMPACT Day - A social initiative by Deloitte.

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  Make A Difference

  Jun 2013 - Apr 2014

  President

  Led the Delhi Fundraising chapter and managed a 10 member team that managed fundraising across different verticals such as Sales, Events, Community Donation, and Corporate relations to support the education of 600 children living across 6 orphanages in Delhi.

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  Google

  Jul 2014 - Nov 2017

  Responsible for leading the performance metrics (Customer Satisfaction, Quality, Utilization, etc) for 132 Vendors across 2 Service Providers in 3 sites for AdWordsCore Job - Roles and Responsibilities 1. Identify gaps in customer experience and create specific actions to address them.2. Plan and hire the number of HC required for all the 3 pods to hit the individual offshoring targets Projects UndertakenOnboarding New Managed Service Provider - New Vendor Partner - On-boarded 60 Vendors who are currently under a 5 months ramp. Apart from this worked on dividing the shifts based on volumes/HC and created the entire workflow process across the 2 MSPs Program Managing Pod Restructuring - Program managed the move from a 6 pods structure to a 9 pods structure to ensure alignment with (Googler team) wherein I worked with the stakeholders to change the routing rules for the new queues, re-aligning HC and and changing backend logic in the reporting dashboards. Show less Responsible for providing excellent customer service to the SMB advertisers of the UKI market for AdWords, Google Shopping, and Analytics. This also included upselling adwords features to the advertisers to help them make the most of their spend in the accounts. Additional RolesWorkflow LeadResponsible for ensuring 100% Utilization, 90% SLA and leading the workflow for the Email only team which was piloted to improve the email metrics such as CSAT, TRT and SLA. Central Quality Lead and Reviewer 1. Responsible for leading 90% quality and calibration for 67 agents in the org2. Trained and managed a team of 4 quality reviewers to ensure timely completion of 1200+ reviews in the quarter. Worked on revamping the entire quality structure, with the concerned team, that has already been piloted in India and will be launched globally in Q4Projects Undertaken 1. CSAT/TRT Improvement for the Email Vendor Team - Coached a team of 4 agents on product and process knowledge and helped them improve their Email CSAT 2. CSAT Improvement For The Google Team - Analyzed and designed tailor made feedback for all the 11 agents on the team. 3. Trainer for AdWords Express, Google My Business and Quality Framework for the SMB Services team, India with an overall rating of 5/5 (13 trainings)4. Awards and Recognition - 6 Peer Bonuses, 6 Kudos, 1 Gold Award and 9 Spot Bonuses for the highest CSAT/Revenue Growth across the globe Show less

  • Vendor Manager, Google Ads

    Dec 2016 - Nov 2017

  • Account Strategist, Google Ads

    Jul 2014 - Nov 2016
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  Facebook

  Nov 2017 - May 2019

  Vendor Manager, Risk and Payments

  Responsible for managing Demand & Capacity for a total of 610 agents across 24 workflows based in 3 different sites (Singapore, Dublin and Austin) for all the Facebook products that support any form of payments such as FB Ads, Oculus etc. Roles and Responsibilities 1. Work with product teams to understand future product/feature launches and plan for support by estimating forecasts2. Ensure that the budget doesn’t exceed the OPEX amount allocated for the entire year3. Negotiate contractual clauses and rates with 3rd Party Vendors such as Accenture. Show less

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  Google

  May 2019 - now

  Responsible for managing $35 Million OPEX, contractual KPIs & location strategy for 1000+ agents across 6 Vendors based in 9 different cities for YouTube (APAC) & Publisher (Global) platforms. Key Highlights 1. Location Strategy 2024: $1.6 million/year savings (10% of OPEX) by strategically relocating language HC to cost-effective locations, consolidating workflows & reducing global partner site combinations from 39 to 30 2. Request for Proposal + New Partner Site Onboarding: Led RFP process & contract negotiation, onboarding of a new vendor in GUR and BKK, achieving $6M+ annual savings & establishing a key contingency location.3. Utilisation Optimization: Led workforce analysis of 380+ agents, identifying role inefficiencies & optimizations, saving $2M in 2023 with a $5M annualised impact. Scaled this model across 5+ Trust & Safety Product Areas.4. YouTube External Audit: Led the annual process for the external audit conducted by Ernst & Young to ensure Google’s compliance with Brand Safety Requirements. Show less Responsible for a) centralising and driving hiring strategy for Consumer, Data Center, and Cloud teams across APAC and b) manage India & Indonesia country operations for Google employee benefits and policies during a critical COVID-19 business disruption period.Key Highlights 1. Streamlined APAC hiring strategy with 20+ stakeholders across orgs, consolidating planning & comms2. Launched 3 policy improvements enhancing employee finance and insurance benefits in India and Indonesia, positively impacting 3000+ FTEs.3. Led analysis and submissions for mandatory audit reporting to local government bodies, ensuring compliance in partnership with legal teams.4. Successfully operationalized the setup of a new Google entity in India, collaborating effectively with APAC Tax & Legal, Corp Org, Workday, and Core Benefits teams. Show less

  • Operations Manager, Trust & Safety, YouTube + Publisher

    Apr 2022 - now

  • Operations, APAC

    May 2019 - Apr 2022