Experience

Thredd

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Programme Manager

  • Sep 2023 - Present

• Project Manager - Global Implementations and Operations

  • Jul 2022 - Sep 2023



Espire Infolabs

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Project Management Office

  • Aug 2021 - Jul 2022



RAKBANK

• United Arab Emirates
• Banking
• 700 & Above Employee

• Manager - Transformation Office & Outsourcing

  • Oct 2019 - Jul 2021

  Set up the outsourcing model for units across the diffrent units of the bank to achieve the desired cost saving results.Managing the end to end migration of the processes ( pre process training to the steady BAU phase ).Driving the implementation of the program in accordance with time, budget, scope, quality requirements and attainment of business objectives.Achieving the team efficiency by establishing KPIs and accountabilities and feedback mechanism to achive efficiency.Providing a well structured governance framework . Show less

• Assistant Manager - Transformation Office

  • Jan 2017 - Oct 2019

  Lead the end to end transformation for Branch Operations- Designed Queue Management System and introduced a New Operating Model for better customer experience.Introduced visual management tools at Branches for better output of huddles.Completed end to end implementation of Performance Management lens and Org Restructuring for 600+ FTEs across Operations.Suggested ways and redesigned the HR recruitment process of onboarding the candidate to eliminate waste and better experience for candidates. Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Vice President

  • Apr 2007 - Jan 2017

  In this role, I was a part of Retail Banking Customer Service Operations leading a team of 200+ FTE’s (Total HC 1000+ FTE) handling over 6 million client interactions though voice, chat , email and back end processing . As a part of management role , I participated in implementing and designing strategies to drive up-sell lead generation, customer service, quality and transitions . On a continuous basis I collaborated with counterparts in the UK to move operations to India and sustain the performance through efficient hiring , training programs and on the job support. Apart from leading and being a core part of the operations team the contribution towards projects (quantitative & qualitative), People Development, Stakeholder Engagement and Operation Excellence has given excellent results. The overall portfolio was huge and dynamic making a contribution to entire spectrum of the organization. Show less



Vertex India

• Gurgaon, Haryana, India

• Sr. Customer Care Executive

  • Mar 2006 - Apr 2007

  Worked as a Sr. Customer care executive handling cash transactions and answering calls for Orange customers. Up selling Insurance and other adhoc plans. Worked as a Sr. Customer care executive handling cash transactions and answering calls for Orange customers. Up selling Insurance and other adhoc plans.



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Customer Care Executive

  • Oct 2005 - Mar 2006

  Part of Retention process : Netscape and AOL Handling calls and retaining customers by providing adhoc plans and offers. Part of Retention process : Netscape and AOL Handling calls and retaining customers by providing adhoc plans and offers.