Experience

FIA Global

• India
• Financial Services
• 100 - 200 Employee

• Head of Operations

  • Jun 2022 - Present

  Gurugram, Haryana, India



Self-employed

• Business Operations Consultant

  • Jan 2018 - Jun 2022

  Greater Hyderabad Area I ventured into business consultancy for start up firms. Drive and implement Operations management framework, quality and risk assessment. These involve independent assessment of the organization and establishing development needs to progress and enhance business revenues. The process involves end to end assessment of all the departments including documentation, creating SOPs and training needs for development.



Ocwen Financial Solutions Pvt. Ltd. - APAC

• India
• Financial Services
• 700 & Above Employee

• Director - Customer Contact Center

  • Jan 2015 - Jan 2017

  Pune/Pimpri-Chinchwad Area 1. Heading mortgage call center operations across multiple sites in India including customer care and collections. NPS for the department and drive the customer experience working committee. 3. Managing daily operations across productivity, quality, risk management and efficiency. Created coaching frameworks with monthly feedback sessions and KPI tracking for enhanced performance and customer experience. Implemented calibration concepts across all different teams for better customer… Show more 1. Heading mortgage call center operations across multiple sites in India including customer care and collections. NPS for the department and drive the customer experience working committee. 3. Managing daily operations across productivity, quality, risk management and efficiency. Created coaching frameworks with monthly feedback sessions and KPI tracking for enhanced performance and customer experience. Implemented calibration concepts across all different teams for better customer experience and consistency in delivery. 4. Design strategy for better and productive operations. Manage profit & loss accountability. Ensured all AOP plans are consistently monitored and met. 5. Executed projects on re engineering with a full redesign of operations. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Vice President Banking Operations

  • Mar 2013 - Jan 2015

  Greater Hyderabad Area Heading Service Delivery for the site in credit card collections, dialer operations and end to end backend operations for HSBC UK bank.

• AVP - Retail Collections and vendor management

  • Apr 2007 - Feb 2013

  Mumbai Responsible for Pan India retail banking operations from Onboarding to account maintenance and consumer credit risk operations. Ownership of day to day business and operational accountability along with P&L charge and engaging in various departmental level programs on portfolio enhancement and customer life cycle.

• Contact Center Operations Manager

  • Apr 2003 - Jun 2007

  Managing HSBC UK credit Card collection operations. Manage delinquencies for early buckets



Taj Hotels

• India
• Hospitality
• 700 & Above Employee

• Duty Manager

  • Jun 2001 - Apr 2003

  Manage the Front Office operations which included guest services like Check Ins & Check Out.