Seeking Senior Level Managerial assignments in Project Management, Service Delivery / Client Support Operations in a growing organization.

Professional Synopsis

Dynamic professional with over 13 years of rich experience in Project Management, Client / Customer Management, Transitioning, Man Management, Infrastructure & Vendor Management

Project planner with expertise in spearheading numerous projects and ensuring delivery of projects within the time & cost parameters; headed Business Processes of over 350 executives

Professional Development

  • PMP (Project Management Professional) training from PMI Chapter Pune (35 PDU’s)
  • Certified Support Manager from Service Strategies (USA)
  • Six Sigma Green Belt Training - DMAIC Methodology
  • Trained on Competency Based Interviewing Skills (Behavioral Interviews)

Work History

Work History
Aug 2013 - Present

Senior Manager - Customer Accounts

Crest Premedia Solutions Pvt. Ltd.
  • Heading the Customer Accounts Business Unit (BU) of over 350 staff members
  • Responsible for growing & maintaining profitability at BU level; manage P & L
  • Gradually increasing the BUs EBITDA (Earnings before Interest, Tax, Depreciation & Amortization)
  • Find innovative ways to increase BUs Top & Bottom line
  • Effective OPEX (Operational Expense) management; Doing More with Less
  • Managing the day-to-day operational aspect of all the projects
  • Detecting and mitigating real & intangible project risks
  • Empower and guide project teams through innovative and reliable direction
  • Managing multiple projects across various graphical locations simultaneously
  • Business Development; create opportunities for new business with existing / prospective Clients
  • Negotiating & finalizing Service / Organizational Level Agreements
  • End to end new Business transitions, capacity planning, client management, IT Infra setup coordination, Legal & compliance validation, etc.
  • Responsible for Service Delivery & Client Satisfaction
  • Mentoring the front line leaders to make them effective Managers
  • Vendor Management: Managing Outsourcing of work to various vendors across different work segment          
Nov 2008 - May 2013

Allscripts Pvt. Ltd

Manager - Client Service
  • Leading a Process of 150 People divided in 3 Teams; Responsible for end-to-end Service Delivery
  • Ensure the Process is operating at the Optimal Service Level to meet the Revenue Implications
  • Develop & Own Long Term Vision & Goals for the Business Unit in alignment with Company Goals
  • Developing & Implementing Strategies to meet and exceed the set Business Vision & Goals
  • Drafting Performance Level Agreements for the BU in conjunction with the Client and Senior Leadership
  • Conducting Weekly / Monthly Review Meetings to keep a check of Process Performance
  • Effective Budget Management
  • Developing Productivity Initiatives for supporting the organization for Effectively Controlling Cost
  • Responsible for Migrating Businesses from On-Shore Locations to Pune Center
  • Interacting with clients for Requirement Gathering, Process Mapping and defining Operating Standards
  • Ensuring smooth Migration of Business by Risk Assertion
  • Driving Quality Management System across the Business Unit; Ensuring ISO 9001 standards are met
  • Conducting Leadership Training to Groom Front Line Managers
  • Ensuring High Motivation Levels across the floor to ensure Optimal Utilization of Resources
  • Develop Career Path for team members
  • Building Incentive Plans for the team
  • Initiating Process Improvement Projects across Support Organization using the DMAIC Methodology
  • Recognize, Encourage, Enhance & share Best Practices across Business Units
  • Conceptualizing & Developing Need Based Training Analysis for multi skilled work force
  • Build meaningful Analytical Dashboards for the Senior Leadership Team
  • Liaising with all Departments in the company to ensure smooth work flow
  • Information / Expectation gathering from Clients (End Users) and feeding the same to Development Teams
  • Developing and Owning Business Continuity Plan; Single Point of Contact for BUs Business Continuity
Feb 2006 - Feb 2008

Assistant Manager - Operations

EXL Pvt. Ltd
  • Managing a Insurance Underwriting process
  • SLA Management 
  • Client Management 
  • People Management
Jun 2004 - Sep 2005

Assistant Manager - Operations

GTL Pvt. Ltd.
  • Manage a unit of 60 team members 
  • Responsible for Client & Operations management
Jul 2002 - Jun 2004

Team Leader - Operations

WNS Pvt. Ltd
  • Manage a team of 25 team members 
  • Ensure SLAs are met

Achievements & Projects

  • Lowest Attrition % in 2006 & 2007 across EXL (Pune & Noida); Awarded “Retention Champion” for ‘06 & ‘07
  • 0% attrition in 2012 in Allscripts (in a team of 90+ FTEs)
  • Mentored and Groomed Leaders from within the Process
  • Successfully Implemented Quality Management System @ Onshore & Offshore Teams
  • Migrated diverse Business Processes from On/Off shore locations (USA, United Kingdom & Manila)
  • Spearheaded the Change Committee @ EXL & Training Committee @ Allscripts
  • Projects on Cost Saving and Cycle Time Reduction were a hit with Clients.
  • Projects Lead: AHT Reduction, FTE Reduction, Increasing Productivity & Utilization, Improving Quality, Enhancing Client Satisfaction using Six Sigma DMAIC Methodology
  • Awarded “Best Process of the Year” in 2009, 2011 & 2012 @ Allscripts
  • Headed the Training Committee & CSR Committee in the year 2011 & 2012 respectively


2008 - 2010

Masters of Business Administration

NIBM (National Institute of Business Management)
1999 - 2002

Bachelors in Commerce

Pune University



Project Management


  • Work closely with the external / internal customers to understand their requirements and ensure its documentation
  • Creating a realistic & achievable project plan
  • Own the projects and ensure its timely completion within scope & budget
  • Ascertaining project risk and developing strategies to overcome project obstacles
  • Demonstrate commitment of quality & safety throughout project lifespan
  • Communication project status to all stakeholders; resolving / escalating issues in a timely manner
  • Ability to develop and lead an effective project team


Operations Management


  • Managing the entire operations for End-to-End Service Delivery; Migration to Maturation of Processes
  • Draft Internal / External Process & Procedures best suited for Business / Clients
  • Optimal Utilization of Resources; doing More with Less
  • Establish, Implement & Ensure that Quality Processes are followed across Business Processes
  • Create environment in teams to think critically that creates Quality Awareness
  • Identify Critical to Quality / Business areas; Initiate & Drive Six Sigma Projects to improve the same
  • Innovate ways to improve individual / team performance and in turn Improve Process Performance


Client Relationship Management


  • Mapping Client Requirements; functioning as Single Point of Contact for delivery
  • Building relationships with existing clients in an attempt to increase their current spread
  • Ensuring High Level of Client Satisfaction through exceeding Performance Level Agreements


People Management


  • Managing Team functions like Planning, Recruitment and Performance Management
  • Creating & Sustaining a Dynamic Environment that fosters Development; Grooming Leaders from within
  • Well versed with Dynamics involved in managing people at various performance levels
  • Ability to Motivate People across varied cultures and age groups; Ensuring High Productivity


Migrations Management


  • Formulating & Implementing the Process Vision & Design to Develop Transition Strategy
  • Prepare Long Range Plan for Business Process
  • Ensuring Breakeven in a feasible timeframe


Vendor Management


  • Managing outsourcing of work across various levels; Vendor reviews
  • Deriving / Negotiating SLAs / price with vendors to ensure high returns / profitability