A  Citi Group company which is now been taken over by Tata Consultancy Services Group.

 * Working as Team Leader Operations with their Pilot Customer Service US Process.

  * Handling a Team size of 20 executives in an Auto Loan Process.

  * Quality Monitoring and Feedback. Analyzing & Implementing Training requirements for  the process.

  * Designing and planning the staffing requirement for the week.

 *  Manage and motivate team members, achieved by conducting regular one to ones, appraisals, coaching, mentoring, training, disciplining.

 * Conduct periodic cascade meetings

* Manage a team of Advisors and Team Support Specialists /Process Experts towards the Smooth functioning of the process and compliance to Operation Procedures and Policy guidelines.

* To Drive and Deliver exceptional business performance, through powerful leadership and performance development of the team.

* Direct, motivate and coach the team to deliver efficient and optimal operation performance against key performance indicators defined by the Operations Manager.

* Designing ,Organizing and Implementation of Skill Development Training for all voice and back office advisors.

Projects Undertaken:

   GRASS ROOT TRAINING

    * Training Modules designed for Skill Development of all Voice and Non-Voice Process Advisors.

• Been a part of the Hiring committee from the Operations Department for both voice and back office process.