• Program Manager

    at Amazon

    March 2016 - September 2019

    District de Luxembourg

    Projects • 2019 Project – Successfully launched Print Magazine in German marketplace –$2BN opportunity over 2 years  Business Case Writing – Initial scoping of the project - business case, press release statement, FAQs covering stakeholder and customer queries, key stakeholders and budget  Stakeholder Management – Worked with IT, Customer Service, Product, BI and Senior Leadership to ensure key milestones are monitored  Marketing – Devised the marketing strategy for customer life cycle and related touch points for emails, push notifications and on site placements. Worked with other categories to promote the launch at various checkout placements throughout customer purchase.  Testing and UAT - Create web labs for A/B testing based on the work streams before go live implementation. Raise JIRAs for errors and define the P0 and P1 priorities for resolution.  Technical Integration – Work with MWS API team to integrate vendor systems with Amazon platform, execute UAT test cases

  • General Manager - CRM and Business Support

    at Spine Biz Services

    November 2015 - March 2016

    Chennai - Tamil Nādu

    Company: Spine Biz Services (SSC of VFS Tasheel and Vasco Worldwide): Spine Biz services is the shared service center for VFS Tasheel which is a collaborative enterprise formed by TasHeel and VFS Global, leveraging the increased specialization of capabilities, globalization and value optimization of two successful entities Process Transition- transitioned 5 processes • Develop the main project plan and other associated plans for the project • Work closely with the sales and account management team on RFI’s and RFP’s • Implement project plan by mapping onshore processes. Set baseline deliverables for performance metrics, scorecards and re-engineering. Operations Management • Working closely with all departments to ensure the CRM works effectively for all aspects of the company. • Ensuring the database is segmented effectively for targeted marketing activities

  • Operations Manager

    at RR Donnelley

    August 2013 - November 2015

    Chennai - Tamil Nādu

    Client and Service Level Management • Identify new/additional requirements for large/ complex assignments to ensure common and comprehensive understanding of client requirements. • Review the effort based cost for each of the services provided by team and discuss with respective leads to ensure it remains at agreed level. Periodic reviews of SLA(s) with stake holders. Financial Management • Ensure operation is within/under planned budget. Perform financial impact analysis for any changes • Work with other operations managers and team leads on innovation/automation to help reduce the cost Continuity Management • Work with the BCM team to ensure the recovery plan is in place for the team and regular review is conducted. • Ensure that Event /Incident management process is followed as agreed with the stake holders and controls are in place

  • Manager Compliance

    at Bharti Airtel

    April 2010 - July 2013

    New Delhi - Delhi

    Project: Automation of compliance monitoring and tracking across all business lines of Bharti (Mobile, DTH, Broadband, E-commerce) and multiple functions (HR, Finance, Marketing) for all the 26 centers across India. Per TRAI regulatory requirements need to be followed and also statutory laws applied as per the Indian laws. Through this system I automated the manual process of data collection which was primarily excel driven. The system has inbuilt escalation matrix and automated work flow from one user level to another. The HR database was synced with this system so as to send automated email alerts to the users when the timelines were near. My role entailed the following: 1. Create BRD 2. Conduct war room sessions 3. Prepare work streams 4. User acceptance testing 5. Liaison with IT team to remove all bugs through JIRAs 6. Creating the templates, users and assigning their roles during implementation

  • Deputy Manager

    at Max Life Insurance

    September 2007 - April 2010

    New Delhi - Delhi

    Six Sigma Projects • Project Leader for Green belt project on improvement of file retrieval TAT from 2 days to 2 minutes. • Project leader for Yellow belt project on managing vendor cost with project saves of over 5 lacs annually and improvement of over 4 sigma. • Won 2nd best project of the year award in an annual six sigma competition held across the company on all India level. • Team member for black belt projects on improvement in claim settlement TAT and automization of claims management. Claim Evaluation • Evaluate and decision claims for agency channel based on facts and documents procured. • Handle statutory and internal audits. • Update all the ISO manuals and make regular changes to the process maps • Empanelment of vendors by calling their quotations and assessing them basis the sample investigation assigned to them.

  • Job Content Coach

    at American Express

    July 2004 - September 2007

    New Delhi - Delhi

    Six Sigma Projects • Project on improvement of application processing time. • Team member for black belt projects on improvement in work allocation and queue management. Team and Process Management • Leading the team in absence of my manger, which involves liasoning with support functions in for smooth functioning of the day-to-day operations. • Giving floor support to new batches, consisting of approx. 10 team members and to ensure that the new hires come up the learning curve.



    at ICFAI Dehradun

    2005 - 2007 (2 years)

  • Bachelor of Commerce

    at Delhi University

    2001 - 2004 (3 years) New Delhi - Delhi

  • Hotel Management

    at IHM Delhi

    2000 - 2003 (3 years) New Delhi - Delhi