Leading operations for the Construction Risk Management business unit (Granite Risk Management), overseeing a hybrid voice and non-voice process.
Managing a team of 5 Team Leaders, 2 Assistant Managers, and 80 associates.
Spearheaded the transition and setup of new processes, including the development of end-to-end workflows and SOPs from scratch.
Designed and implemented AI-assisted process improvements, reducing SOP development time from a week to a few hours, and spearheaded the use of AI in document review, cutting processing time by over 50%.
Refined the hiring and interview process, improving associate quality and retention by over 30%.
Conducted training programs, coaching, and continuous feedback sessions to improve team performance.
Partnered closely with US-based stakeholders to ensure SLA adherence, process compliance, and client satisfaction.
Instrumental in driving staffing optimization, shrinkage control, and capacity planning.
Also serving as Technical Product Manager & Scrum Master (certified) for the in-house software development team managing Keystone, the proprietary software platform.
Technical Support Executive (Optus Australian Telecom Process) at Firstsource Solutions Ltd. (May 2012 Dec 2012)
Associate Mortgage Division, Home Retention Department at Bank of America (Process under Continuum Solutions) (Oct 2009 Apr 2010)
Process Associate Insurance & Mutual Funds (Reliance Life Insurance / IFDS UK) at Syntel (Now Atos Syntel) (Jul 2007 Jul 2009)
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