Verity Global Solutions Pvt Ltd.

Head of Operations

Strategic on transitioning the clients, retaining and expanding, with sound performance and practice.
Successful in meeting and exceeding expectations, honing the organization's goal.

Associate Director Of Operations

Cognizant

Leading a team of 500 workforce across various locations & driving to process efficiency, managing the business portfolio worth $4.5 Million annually
Delivered  high-quality customer experience, elevated customer satisfaction, while adhering to the SLAs & work processes
Proven track record of establishing cordial relationships with stakeholders, technical teams & vendors executing successfully, with cost optimization.
Augmented cross utilization of resources

Service Delivery Manager

Ocwen Financial Solutions Pvt. Ltd. - APAC

Front-led service operations including KPIs, SLA Management, Volumes Management, Headcount & Forecasting. 	Established standards for various operational areas; implemented quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs. Augmented cross utilization of resources protecting SLAs.
Established Compliance and Risk Management analysis to identify potential vulnerabilities and probable threats
Drove monthly service reviews & evolution forums with client & leadership, integration with project counterparts including proactive problem management, daily change calls, incident management

Manager, Operations and Compliance

Infosys

Led 40-member team spearheading the First Contact Resolution team (FCR) reducing Cycle time on escalations and regular inflow. Increased cross utilization of resources and efficiency planning
Onboarded new hires and trained close to 800 resources monitoring the progress for 90 days post Go Live

Team Lead, Operations and Training

A versatile & goal-oriented professional with 18 years of experience in Service Delivery,  People and Project Management. Established Cost Optimization, Automation and Process Enhancement, Scrum Master, Risk and Compliance Management, Training & Development; with proven track record of delivering consistent business results through adept leadership and application of sound management practice.

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