•Administering several operations including KPIs, SLA Management (Service Level Agreement), Volumes Management, Team Utilization, C-SAT (Customer Satisfaction), Capacity Planning, Attrition Rate and RCAs (Root Cause Analysis), HeadCount and Forecasting, Unit-Time Review and Training Needs

•Implementing effective measures to reduce TAT; developing new procedures & processes to streamline operations and enhance service efficiency

•Managing day-to-day operations to ensure smooth migration through opportunity identification in collaboration with process experts for process improvisation

•Setting up targets, SOP & SLA, establishing and maintaining quality & productivity goals & planning for the process

•Identifying areas of risks in the process and coordinating with the Risk Management Team to ensure that effective controls are in place

•Evaluating & analysing business plan to meet profit objectives and maintain the organizational pyramid

•Preparing & presenting various weekly/monthly MIS reports about process/productivity

•Resolving & analysing escalated cases which are raised to Senior Management Team

•Ensuring 100%compliance for internal & external audits

•Rendering services as a Learning Coach; developing, implementing, & executing performance improvement plans for all individuals to drive continuous improvement and employee retention