Vice President
Tasc Outsourcing
Total years of experience :20 years, 8 Months
· Administering effective delivery of all projects within appropriate budgets \[0.5% of the total organization revenue\] and timeframes.
· Developing and maintaining an annual IT plan according to business requirements.
· Maintaining licensing, and purchase of all information technology software systems.
· Leading discussions with functional owners to develop strategies for implementation of various IT solutions effectively.
· Driving Multiple RPA Projects giving a 30% efficiency improvement & target net savings of 1.5M AED.
· Driving ERP modifications \[Ramco\] including exposure to SAP \[SuccessFactors and S4Hana\].
· Implementation of Power BI.
· Low Code based application developments and implementation across Sales, HR & Financial Ops.
· Vendor Management - in areas of DLP/ Cloud Migration/ SAP Implementation
· Overseeing 10, 000+ support ticket interactions annually.
· Managing a team of 10 IT professionals and developing coaching programs.
LEAD CLIENT OPERATIONS AND SERVICES | OCT 2013 - SEP 2014 | BANGALORE
· Collaborating with internal and client senior management to formulate account recovery strategy.
· Managed 1000+ FTE plus support center for UK Telecom Client.
· P&L responsibility for the account: ~20M USD. Increased annual revenue by 10% over a period of 1 year and operated the account at 19% GM.
· Reduced SLA penalties from 15% to 5% during the same time.
· Managed all SLA’s- FCR, AHT, CSAT, ESAT etc.
· Brought the overall account attrition down from 70% to 30%.
· Ensure compliance with local and international laws (e.g. data protection).
· Mentor and motivate teams to achieve productivity and engagement.
LEAD CUSTOMER SERVICE PRACTICE | SEP 2014 - SEP 2017 | PUNE
· Engaged with multiple customer service accounts \[US & EMEA clients\] based out of Pune and Brno - Czech Republic.
· Drove best practices with the Client Operations Heads to help achieve SLA’s.
HEAD RPA CENTER OF EXCELLENCE | SEP 2017 - SEP 2018 | PUNE
· Drove transformation projects and supported operations in maintaining and enhancing automation solutions. Overall, 10% FTE benefit achieved over the year.
· Setup RPA related metrics and measurements to ensure the best-in-class approach to solutions delivery.
· Engaged and help educate business process managers and client managers in re-imagining processes utilizing RPA and automation technologies to create efficiency, avoiding unnecessary costs, and eliminating manual errors.
· Also got certified as UIPath Developer and Workfusion consultant during the same time.
Guided teams to run complex, multi-stream business programs across geographies \[US, APAC, EMEA\] and business units.
·Was accountable for all phases of transitions from inception through Go-Live including strategic planning, program budgeting, control, process improvements, and standardization.
·Responsible for department and program budgets and spending with the accountability for successful quality product program launches, on time, and within budget to deliver improved revenue and profitability.
·Managed reporting, key performance indicators, and service level agreements that provide a clear status of program health.
·Conveying of relevant information to an executive-level audience, ensuring client (internal management or customer) is aware of assignment progress/service status.
·Built credibility and helped improve business-partnering relationships.
·Responsibility for relevant people such us career development and performance management.
·Provide feedback that is constructive, timely, meaningful, fact based and specific, communicating both strengths and areas for improvement to the team of 15 Sr Managers, Managers & SME's.
· Started my career with GE Capital International Services supporting UK based Insurance Process. Got promoted after 1st year of operations and moved to US Health care Collections account.
· Moved as Team Leader Operations in Progeon managing a 30 FTE team. Got promoted to Assistant Manager after 2 years of operations role.
· Joined Aviva as Manager Operations and did a setup of 120 FTE’s inbound service center for Vehicle Insurance process.
· Was then hired at Nipuna \[Satyam BPO\] to lead the 500FTE L1 and L2 Helpdesk for a US based client.
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