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Operations Management

  • Process Improvement and Automation Projects
  • Resource and FTE requirement mapping
  • Employee development and next level coaching and mentoring
  • Implementing short/long-term plans for achieving process objectives.
  • Interacting with clients through Gage RNR process to review and resolve Calibration issues as well as implementing new procedure changes.
  • Understanding and driving process SLA and action plans for deliverables.
  • Understanding of SOP’s and process mapping for smooth functioning.
  • Managing the Intranet and reducing the TAT to within 24 hours.
  • Responsible for tracking TL Processing statistics and the correlation it has on floor level impact.

Work experience

May 2015Present

Team Manager – Operations - Capita Group Finance

  • Managing the Accounts Receivables Process.
  • Current team span of 25 associates and 1 Process Leaders.
  • Managing 3 sub process. Accounts Receivable, Cash Allocation and Post Room requests for all Capita Group companies.
  • Internal and External Stakeholder Management.
  • Process Improvement and Automation Projects.

SAP Knowledge

Aug 2011Apr 2015

Team Manager – Operations - Registrar and Share Holder Solutions Back Office Process

  • Current team span of 17 associates and 2 Process Leaders.
  • Investment Operations Certificate (IOC) certified by CISI.
  • Level 1 certification by Trinity Horne on Active Manager Program.
  • Ongoing Yellow Belt Six Sigma project on Process Efficiency.
  • Responsible for Operations and Quality SLA’s and TAT’s.
  • Internal and External Stakeholder Management.
Aug 2009Sep 2010

Quality Manager - Credit Bureau Process

  • Managing and setup the Quality department for a credit bureau process. (Quality Department strength of 21 Quality coaches; 3 Quality Leaders and Process strength = 400 associates)
  • Created the Quality SOP’s.
  • Managed the Weekly, Monthly and Quarterly Client Quality Reviews.
  • Handling process excellence & COPC certification.
  • Bifurcation of Fatal and Non-Fatal parameters, End User Critical Errors and Business Critical Error Analysis.
  • CBI based interviews for Quality Coaches along with role-plays.
  • Conducting the Internal, External Calibration and Gauge R session for all TL’s and QA’s.
  • Quality Trend analysis and Refresher Training on top error parameters along with weekly Quiz for the entire data floor.
  • Ensuring daily SLA’s, TAT’s are met.
  • Trained on NICE system and assisted in creating the Quality Scorecard.
Jan 2006Aug 2009

Team Leader - Operations - Credit Bureau and Credit Card Process

  • Leading a Team of a span of 16 – 20 data agents.
  • Ensuring daily SLA’s, TAT’s are met while maintain a high level of Accuracy.
  • Maintaining daily, weekly and MTD team reports.
  • Conducted Competency Based Interviews for the department.
  • Integral part of the COPC team for my department and has been in charge of CUIKA.
  • Selected for LEAD, which is 3-month internal training program for future Managers.
  • Strong mentoring skills. Have coached two team members who are now promoted to Team Leaders.
  • Ensured that my team has been in the top 10 percentile of the floor, through continuous statistical analysis and effective team goal setting.
  • In charge of the process Intranet and have reduced the TAT for any update to within 24 hours.
  • Provide Feedback and Coaching to the team on a regular basis and maintaining focus on key individual areas of development.
  • Have handled a Data Team till 30-Jun-08 for a Credit Bureau Process. Currently handling a Voice Team for a Credit Card Process.
Dec 2003Dec 2005

Quality Team Coach - Credit Bureau Process

  • Ensured a consistent level of process quality within my department.
  • Trained new staff on department processes.
  • Responsible for quality checks for the teams assigned to me as well for revised quality checks for data and voice refer backs/Plus 1’s.
  • Created an Excel report tracking the team’s performance and individual agents’ quality scores, AHT, monthly performance and a fortnightly agent-wise trend.
  • Provided feedback to associates on areas of improvement. Provided quality trends to the teams. 
  • Ensured smooth functioning of our quality team in the absence of my Team Leader.
  • Managed the shift for Data and Voice Quality Assurance; including assisting with resource allocation, shift coordinating and scheduling, transport arrangements for the QA’s and QA resource management.
  • Handled and coordinated the calibration process with our clients on a weekly basis and trained the new QA’s on the same.
  • Created a calibration calendar for the entire QA team.
Mar 2001Aug 2003

Customer Service Associate - Airlines Process

  • Provided superior customer service to British Airways’ clients.
  • Responded to customer complaints via mail and e-mail. Familiar with customized software client service software.
Dec 2000Mar 2001

Tele Marketing Representative


First line customer contact to receive and process television product orders received over phone.


May 1999

University of Mumbai

St. Andrews College

Bachelor of Arts - Majored in Sociology