Bani Dubey

Experience

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  VFS Global Services

  Feb 2011 - Aug 2016

  Developed SOPs, WIMs, and training manuals to enhance departmental efficiency and streamline visa application center operations. Additionally, I facilitated customer feedback analysis, embassy interactions, and complaints management while training operations and middle management on ISO 9K and 14K standards. I also prepared MIS and service level reports, ensuring timely submissions and conducting internal and external quality and operations reviews. I facilitated the analysis of customer feedback, voice of mission, and complaints management to drive service improvements. Ensuring seamless communication among stakeholders, I coordinated follow-ups and timely resolution of complaints and action items.

  • Deputy Manager

    Aug 2011 - Aug 2016

  • Management Trainee

    Feb 2011 - Jul 2011
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  Wipro BPS

  Aug 2016 - Aug 2018

  Manager

  As an RPA consultant, I focused on identifying cost-saving and efficiency-improving opportunities while deploying RPA solutions and managing quality systems. I designed QC processes tailored to client needs, led continuous improvement initiatives, and implemented QMS for assigned engagements. Additionally, I trained and mentored QA and operations teams on quality tools, analyzed performance trends, and implemented corrective action plans to enhance overall process effectiveness.

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  Capita India

  Aug 2018 - Nov 2020

  Manager

  • Designed, built & delivered training programs on Lean Six Sigma.• Created a pipeline of potential projects, drove implementation, and monitored metrics.• Led cross-functional teams in the successful delivery of projects from initiation to closure, meeting or exceeding client expectations.• Reviewed progress & performance expectations with program sponsors & leadership teams.• Identified and resolved project issues and conflicts in a timely manner, ensuring project momentum and alignment with project goals. Show less

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  METRO SERVICES

  Nov 2020 - now

  Sr. Manager

  • Led & drove business transformation programs and projects for key strategic initiatives of the organization across functions.• Collaborated & engaged with Metro global leaders & SMEs, facilitated workshops to design, simplify & standardize business processes, and steered the rollout of initiatives for Metro entities across Europe.• Developed project plans, schedules, and budgets, and oversaw their execution to achieve project milestones and deliverables.• Identified and mitigated risks, issues, and dependencies through proactive risk management strategies and contingency planning.• Reviewed progress & performance expectations with program sponsors & leadership teams.• Coached and mentored team members, providing guidance and support to foster professional growth and development. Show less