Headline

Operations & Service Delivery Leader | Digital Payments Operations | Ex-Accenture | 14+ Years Experience | 100+ FTE Leadership | SLA & KPI Driven Operations

About

I'm an Operations & Service Delivery professional with 14 years of experience leading high-volume, 24/7 contact centre and digital payments operations including 8 years at Accenture managing 100+ FTE teams across Team Leads, SMEs and Associates. I specialise in end-to-end service delivery, including workforce planning, SLA governance, quality assurance, escalation management, performance management and executive reporting within fast-paced, metrics-driven environments. Key achievements include: • Improved team productivity by 15–20% through workflow redesign and structured performance management • Reduced AHT by 12–15% while sustaining 95%+ SLA adherence across CSAT and FCR metrics • Led large-scale hiring and onboarding initiatives involving 350+ associates within 6 months • Reduced repeat escalations by 15%+ through RCA-led service quality initiatives • Awarded Business Leader Recognition at Accenture for operational excellence and process improvement Strong background in customer operations, service delivery, team leadership and operational excellence across BPO and digital payments environments. Currently exploring opportunities in Dubai, UAE across: • Operations Management • Service Delivery • Customer Experience • Contact Centre Operations Interested in opportunities within BPO, banking, fintech, ecommerce and shared services sectors. Immediately available to relocate to Dubai, UAE Open to employer visa sponsorship Available for interviews at short notice

Location

New Delhi

Work experience

Assistant Manager — Service Delivery Operations at Accenture, Feb 2017 - Apr 2025 · 8 yrs 3 mos, Gurugram, Haryana, India, Digital Payments Operations | 100+ FTE | 24/7 BPO Environment Joined Accenture as an Analyst and progressed through SME, Team Lead and Assistant Manager responsibilities over 8 years within digital payments operations. As Assistant Manager / Team Lead: • Led end-to-end service delivery for a 100+ FTE digital payments operations unit managing Team Leads and multiple SMEs across 24/7 operations • Drove 15–20% productivity improvement through workflow redesign, real-time floor management and structured performance tracking • Reduced AHT by 12–15% while sustaining 95%+ SLA adherence across CSAT and FCR metrics • Managed workforce planning including scheduling, shrinkage, occupancy optimisation and adherence monitoring with WFM teams • Led large-scale hiring — 350+ associates onboarded within 6 months, reducing ramp-up time by 20% • Managed performance governance including review cycles, PIP implementation, R&R frameworks and accountability management • Ensured 100% adherence to monthly and quarterly performance review cycles with full team accountability • Managed critical incident escalations achieving 90%+ resolution within defined TAT • Built executive performance dashboards enabling data-driven leadership decisions • Collaborated cross-functionally with Quality, Training, WFM and Product teams As SME / Analyst: • Served as subject matter expert for digital payments processes — go-to resource for complex queries and escalations • Consistently exceeded individual KPIs across AHT, CSAT, FCR and SLA metrics • Supported hiring drives, knowledge base development and peer coaching initiatives

Customer Care Executive at iYogi, Feb 2012 - Mar 2016 · 4 yrs 2 mos, Delivered technical customer support in a high-volume global support environment while maintaining service quality and customer satisfaction. Coordinated with the product team to address real-time issues, ensuring timely adjustments to improve customer satisfaction. Troubleshot software download issues through remote sessions, resolving user connectivity challenges and achieving a high-resolution rate.

Senior Customer Care Executive at IBM Daksh, Feb 2009 - Apr 2011 · 2 yrs 3 mos, On-site

Education

Bachelor of Arts - BA, Delhi University

Bachelor of Arts, University of Delhi, India