Experience

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  Fis

  Aug 2003 - Dec 2007

  Team leader

  Worked as Operations Team Leader for the Risk Business Process which caters to member Financial Institutions to help them assess the risk of opening new accounts and to Merchants to help reduce their returned check losses, improve customer service and safeguard against identity theft and fraud.Role & Achievements • Elite Award in Q1, 2006 for the exceptional performance as a Team Coach.• COPC implementation & adherence to ISO 27001 standards.• “Response Reduction” – Yellow Belt Project resulted in improvement of AHT by 30 sec per call.• QTPI – successfully implemented QTPI (Quality Top Performing Individual) Call Quality initiative in the Voice Process.• Analyzed the reason for low Utilization and gradually increased the utilization by 15-20%.• Winner of Spot Award for the month of July’05 for preparing an extensive daily performance report. Show less

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  Wns

  Dec 2007 - Dec 2011

  Assistant team manager

  Role & Achievements • Stabilized process of 50+ rebadged associates from one vendor to another.• Met all the SLA performance post re-badging. • Implementation of Governance Model across the program.• Key activities - base lining of process SLA, action plan for VOC surveys, Pricing Amendments, Addendums to SOW and creating statement of services for the new or existing processes, Seat Utilization across locations.• Streamlined the entire billing process across locations which resulted in CFO award for best collections process. Also received Positive VOC from the client • Completed Lean Project – Merger of 2 processes resulting increased utilization and enhanced cross training.• Employee Engagement & Succession planning. Show less

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  Metlife

  Dec 2011 - Feb 2016

  Manager training

  Role & Achievements • Received Ace performer award for the exceptional performance through 2012.• Received positive VOC from stakeholders.• Supported HC of 900+ FTE’s for corporate side of the business & 400+ FTE’s for Group business.• Worked on various organizations wide projects :o “In house eLearning capability - Green Belt Project – created 10 hours of E learning module.o Training Timeline Reduction - Green Belt Project – Yielded benefit of $24,059.o Efficiency & Effectiveness Project - reduced training timelines by 26% covering 37% of the processes across LOB’s in 2013.o 14 Value Stories on Ops Excellence & training timelines reduction yielding benefits of $193,957 o A passport to International Business Etiquette created a Handbook from the excerpt of the book “Kiss, Bow, Or Shake Hands”• Designed Back up Trainer Learning path.• Member of Black Belt Project “Knowledge Trainer Rationalization” wherein the Load % was reduced from 6.67% to 2.76%.• Key Responsibilities - Knowledge Management & Acquisition, Conducting TNI & TNA, Vendor Management for external Trainings, Driving Domain Knowledge, Budget Management • Designed governance structure for review, audits and automation which is critical for the success of business.• Deployment of effective team engagement practices to enable retention and succession planning. Show less

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  Genpact

  Feb 2016 - Jan 2017

  Sr manager

  Role & Achievements • Managed a HC of 60+ • New Transitions process.• Managing customer relationship.• Managing a team of seasoned & tenured first liners & balance the team dynamics by providing thought & action leadership.• Responsible for end to end service delivery with high customer engagement with complete P&L responsibility - client relationship management / training / costs/ budgeting / quality and process efficiencies / work force management and other support functions to operations.• Preparing Monthly & Quarterly reviews with Internal & External Stakeholders.• People & Change Management. Show less

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  Metlife

  Jul 2018 - now

  Sr. manager training

  An accomplished professional with 16+ Years of experience in BFSI Domain. During my professional tenure wore different hats of managing Operations, Training, Learning & Development, Client Relationship and Stakeholder / Vendor Management. Possess strong people management skills in leading teams, managing clients, stakeholders and vendors. Mantra that keeps me going is “Live as if you are going to Die tomorrow, and Learn as if you are going to live forever” • Experience in core areas of Training, Learning & Development.• Instructional Design • Experience in core areas of Operations & Client Relationship• Specialize in : o Knowledge Management content o Learning & Development Processo E Learning Capability o Vendor Management o People Management o Customer Relationship o Project / Process Management • Proven abilities to o Build In house E learning capability o Successful Migrations / Transitions o TNA & TNI per business requirement o Lead Organization wide Green Belt & Yellow Belt Projects o Value proposition from “Value Stories” o Diversity & Inclusion Project Show less