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Work Background
MOBEDO ConsultingConsulting Partner - Customer Engagement and Delivery
Mar. 2024Created digital transformation solutions through conversational consulting to diverse industries
Headed customer engagement and delivery management for transformative outcomes
Randstad Offshore ServicesDirector - Transitions and Transformations
Oct. 2023 - Feb. 2024Hyderabad, Telangana, IndiaCreated a transition framework involving people, process and technology aspects
Identified areas of significant business impact and improvement opportunities therein and provided strategic direction & thought leadership
American Express Global Business TravelSenior Manager, Products & Platforms
Jul. 2017 - Oct. 2023Bengaluru Area, IndiaGlobal Deployment Lead for Traveler Profile Product
Set-up a Global L2 Troubleshooting Desk for product related issues and changes
GenpactSenior Manager - Operations
Nov. 2016 - Jul. 2017Hyderabad Area, IndiaHandling New York Research Data Operation teams and Pricing and Reference Data Team
Identifying areas of significant Customer Business Impact and improvement opportunities therein and provide strategic direction & thought leadership
Focus on Process improvement and cost reduction for clients to deliver tangible benefits
Building a support framework that included escalation and delegation policies within the team for enhanced services to direct management and key stakeholders
Karvy ComputershareSenior Manager - Operations
Feb. 2016 - Nov. 2016Hyderabad Area, IndiaDelivery Head - Systematic Investment Planning for one of the largest Asset Management companies in India with highest transaction volume Headed operations for Implementation, Customer Service and Payment Cycle management
Successfully managed SLAs, Client relationships, process improvements, realigning teams and responsibilities
Reengineered Data Entry leg for Special Products across all funds in the organization
Partnered with internal and external customers to ensure success factors of all team are met
Ensured error free processing of Special Products transactions with zero tolerance on Compliance related issues
Strategic planning for quarterly, half yearly and yearly bottom line targets
Built, tracked and monitored project plans, milestones, cost, schedule, governance & communication plan of process developments
Chicha Ka KhanaCo Founder
Jul. 2015 - Feb. 2016Co-founded a fusion concept of online and retail outlet restaurant
Cognizant Technology SolutionsService Deliver Manager - Transitions
Mar. 2012 - Jul. 2015Hyderabad Area, IndiaTransition & Project Lead for Business Insurance for 2 of the biggest insurance carriers in USA across multiple locations for large complex transitions through
Transitioned Contact Center and non-voice processes while reviewing transition phases and providing consulting to at all milestones
Set up delivery center at offshore locations, ensuring availability of appropriate infrastructure for the project, control infrastructure costs to provide maximum benefits
Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives
Executing effective Change Management Practice, Continuous Customer Engagement and understand Customer Financial Objectives while proposing transition solutions
Leading documentation teams for simultaneous documentation assignments
Continuous client interaction to create cordial working relationships thus enabling smoother resolution of issues
Preparing the unit for Audits such as ISO, Information Security Audit, Risk review Audit and supporting client with necessary documents and data for audits at their end
ADPDeputy Manager - Operations
Mar. 2010 - Mar. 2012Spearheaded the operations for US Workers Compensation and Health Care policies for - New Business Implementation - Customer Service - Renewals & Final Audits
Worked closely with 4 top Insurance Carriers in providing solutions and improving Agency Relationship
Built strong relationships with Sales VPs across US, Business Units & Insurance Carriers
ADPAssistant Manager - Operations
Oct. 2007 - Mar. 2010Managed Team of Sales Implementation
ADPTeam Leader - Operations
Sep. 2006 - Sep. 2007Managed Payroll project for Middle Market clients to secure and encrypt payroll stubs
Tata Business Support ServicesTeam Lead - Operations
Dec. 2005 - Aug. 2006Customer Service Lead for health and fitness products
Tata Business Support ServicesTeam Lead - Call Quality
Sep. 2004 - Nov. 2005Regional Voice coach and Quality lead
GECISProcess Developer
Sep. 2001 - Aug. 2004Customer Service Executive for Small and Middle Market financial products
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