Experience

• 

  Mphasis

  Aug 2003 - Dec 2011

  Unit manager

  • Working as a Unit Manager, aligned to a Credit card (Canadian & UK based clients), the current job profile includes leading a team of 20 associates in meeting the metrics of the process• Responsible for managing service level on a daily basis• Conduct SWOT analysis and highlight risks to future performance while being involved in action plan implementation• Involvement in Business Continuity Planning, Due Diligence processes and Compliance audits• Coaching based on behavior and performance enhancement of team members• Floor Discipline, Leaves and Break Adherence Management• Responsible for Co-coordinating with the clients on a daily basis and make team reports, sending it to Mphasis and Client Team• Also Responsible to Report the Daily Progress to Process Delivery Head and Senior Manager• Profiles include scheduling, career planning, succession planning, performance management and communication• In charge for Quality, Customer Service Index analysis and improvement plan• Trend analysis and Call Type analysis for the unit• Responsible for man power management• Data Analysis and presentations for performance reviews• Client Interaction including client calibrations and other process related interactions• Floor Support – Managing Escalations, Floor walking, ID issues, System Issues and Floor Activities• Managing the agent Customer complaints escalated by the client• SPOC for the transition of Accreditation Batches to Production• Ensuring compliance on all metrics on process level• Have set up agent forums that focus on keeping the motivation levels high on the floor and help agents work stress free. Have been leading the Fun Committee team to boost Employee Morale• In charge of conducting Monthly Rewards & Recognition Program for the business Show less

• 

  Tesco

  Jan 2012 - Mar 2015

  Team leader

  • Handling complete back end Buying operations for 490+ stores in Poland• Responsible on the deliverables for 2 categories (Grocery and Hardlines)• Responsible for Price and promotions going live on all stores• Maintaining promotions (-9) weeks from go live date• Generating reports for Buyers• Managing products that need to be ordered as per promotions• Handling end to end process on Invoice Matching Process• Responsible to solve Price discrepancies on Invoices• Weekly reporting on KPI’s• Day to day interactions with stakeholders on performance and escalations• Liaise between Stock control, Supply chain, Marketing and SRD departments to enable smooth operations• Currently working on a project on reducing variance% of prices in the system against prices in catalogue and another project on conducting surveys to improve relationship between our teams and in-country colleagues• Effective manpower utilization• Streamlining process to reduce efforts and take up new business from in-country• Maintaining all SOP’s as per audit standards• Automation of day to day processing in reducing man-hours Show less

• 

  Anz

  Apr 2015 - Sept 2018

  Operations manager

  • Managing Home loans Verification process for Australian customers• Responsible for home loans to be booked for settlements post documents received from customers• Drive initiatives to improve performance and boost morale by engaging a team of 70+ members• Forecasting and Long term planning of resources• Responsible for driving and implementing idea generation across the team• FTE saves using automation and improving efficiency• Driving quality improvement using lean tools• Pend reduction• Drive Short Interval control to manage hourly operations to meet TAT & SLA• Manage Voice accreditation, call monitoring’s and voice training for the team• Introduced and managed Career Progression program for 300+ staff• Manage centralized training by liaising with L&D and leadership team on planning, forecasting, scheduling and governing trainings based on insights and training need analysis for 300+ staff• Weekly planning and forecasting using analytical tool called ATOM• Govern and manage DCFC (Daily control functional checklist)• Manage process training and cross skilling for 70+ staff in line with team’s skill matrix• Responsible for ramping out staff through constant coaching and feedback post cross skill training• Review and update process documentation & SOW (Statement of work) as per audit guidelines• Drafting KRA’s for Analyst, Sr. analyst, Production leads and SME in line with bank’s vision & goals• Managing a team to complete all final checks on a home loan to ensure bank is secured• Managed a critical home loan assessment team dealing with release of property• Identify, analyze and assess end to end home loans before releasing a property to avoid exposure for the bank Show less

• 

  Linkedin

  Sept 2018 - Jan 2023

  Manager

  Safeguarding the platform to keep Members data safe.

• 

  Lowe's india

  Jan 2023 - Jul 2024

  Senior manager

  Leading a team of 60 members to manage Vendor Onboarding, Vendor profile maintenance, Product/item setup andmanaging item lifecycle for simple and complex/configurable itemsNurtured people leaders to practice situational leadership, develop team members through career discussions, development plans, upskilling and taking tough decisions.Drive operational excellence through coaching and mentoring people leaders, focus on health of the business and customer experienceCollaborating with U.S stakeholders to drive quantifiable outcomes in productivity, SLA, Quality and overall efficiency of the teamBuilt a 90-day strategy for the team and delivered a 360-degree turnaround in performance and deliverablesBuilt Reporting and Analytics to enable informed business decisions, drive strategy and improve team performance.Created 4 key pillars to improve Quality, Training, Reporting and Employee MoraleDrive process streamlining to improve SLA and Customer experience.Fostered a culture of learning, innovation, strategic thinking, decision making and taking calculated risksLed projects to optimize operations and drive business decisions such as automation of item setup, clean-up in preparation for upcoming strategies, efficiency, training and operating as a global team.Partnered closely with Tech partners across the organization to drive enhancements, better turnaround time for customers and simplifying work for teams to operate on daily activities.Helping team to adopt an evolving operating model to effectively operate as a Global teamTransitioned vendor related processes and data collection for dropship vendors which resulted in an incremental 15 headcountParticipated in hiring strategy for Campus Hires, Do it Herself and Bring her Back initiativesPart of the core team for Into the Blue event – Representing Lowes brand to prospective vendors/manufacturers from IndiaProject managed Vendor Forum activity in executing contracts worth $1.2B Show less