About
Operations & Shared Services Leader with 19+ years of experience driving customer operations, service delivery, and operational excellence across Banking, Insurance, Telecom, Retail, eCommerce and SaaS. Proven success leading teams of up to 260 FTEs, improving SLA performance, customer satisfaction, retention, and process efficiency.
Experience9
Client Operations Lead
Jan 2023 — PresentLitmusWorld
Led a 30-FTE NPS operations team supporting Banking & Retail clients, driving performance through data-led monitoring of daily, weekly and monthly NPS scores. Partnered closely with clients and stakeholders to successfully launch and onboard NPS programs, while building team capability through regular feedback, coaching and structured growth plans.
Assistant Manager Operations
Aug 2021 — Aug 2022Mahindra Defense / MERS Dial 122
Led the launch and end-to-end operations of the MERS Dial 122 project for the Government of Maharashtra, managing a 260-FTE team with 13 Team Leaders and 5 Quality Analysts while consistently meeting SLA parameters. Drove complex cross-functional initiatives, stakeholder communication and team coaching to ensure seamless operations, process improvement and high-quality service delivery.
Assistant Manager Operations
Aug 2019 — Aug 2020Altruist India
Managed Airtel’s customer retention operations across 19 circles in India, leading a team of 80 agents and 4 Team Leaders to consistently achieve 70%+ month-on-month customer retention. Partnered with senior operations leadership to drive improvements in quality and productivity, while strengthening team performance and customer retention outcomes.
Assistant Manager Operations
Feb 2018 — Aug 2019Purplle
Managed operations for Purplle’s customer service function, building and leading Inbound Voice and Email support teams to strengthen service delivery. Partnered with the Operations Manager on business operations and team performance, while driving initiatives that improved team engagement and reduced shrinkage by 25%.
- Reduced shrinkage by 25%
Sr. Team Leader
Mar 2016 — Jan 2018Reliance Retail
Led Reliance Retail’s customer service operations as Senior Team Leader, overseeing Inbound Voice, Email Support, Outbound Promotions and CSAT initiatives. Redesigned service processes to improve issue resolution and achieved a 20% reduction in resolution time, while strengthening customer experience and operational efficiency.
- Achieved a 20% reduction in resolution time
Sr. Executive Operation
Jan 2011 — Mar 2018Talisman Consultant Pvt Ltd
Led large-scale operations with 160 agents and 7 Team Leaders managing cheque-clearing processes across 8 banks, while overseeing a 30-FTE technical support team for TWC & Comcast projects. Managed ICICI Prudential lead-generation operations, performance reporting, client SLAs and process improvement initiatives to strengthen service delivery and operational efficiency.
Assistant Manager Operations
Aug 2009 — Dec 2010Medimanage Insurance Broking
Led a 12-member multi-channel operations team, including 3 Team Leaders, driving SLA/TAT adherence, quality, productivity and seamless service delivery across Voice, Email & Chat. Managed key client and insurer relationships, escalations, policy operations and process governance for Group Medical Insurance and GPA, ensuring consistent operational performance and customer satisfaction.
Team Leader
April 2018 — July 2019Techprocess Solutions Limited
Managed end-to-end operations across six ICICI Prudential Life Insurance processes, leading a 20-member team to consistently meet productivity, quality and turnaround targets. Drove timely case closure, prioritized escalations, coached and onboarded new hires, and motivated the team to achieve daily performance and quality goals.
Sr. Associate
Jan 2006 — April 2018WIPRO BPO
Managed medical insurance claims processing for UnitedHealth Group, along with Performance Guarantee policies and FCR operations, ensuring accuracy and timely delivery. Took ownership of team operations in the Team Leader’s absence, mentored new members, resolved process queries, supported target achievement, and ensured timely communication of process updates across the team.
Education1
MBA (Operations)
2022Symbiosis University
Certifications8
Project & Process Management
PMBOK® Guide – 7th Edition
Project Management 101: PMP Training
Agile Foundations
Six Sigma Foundations
Operational Excellence Work-Out & Kaizen Facilitator
Gantt Charts
Data Analytics using Microsoft Excel & Power BI