General Manager Operations

Accretive Health

December 2011 to Actually working here

Accountable for end to end Revenue Cycle Management across two largest U.S. based sites catering to Physician, Provider & Patient Financial Services for multiple hospitals. Also responsible for key strategic inputs to Onshore partners for end customer management. Single point of contact for multiple special projects / initiatives being driven at COE level around Costs, Process Effeciency, People Development & engagement. Part the 3 member core team on Visual Management & Organizational Development. Key Deliverable / Ownerships: Business Growth / Expansion (Organic) Operational Excellence & Service Delivery Client Relationship Management Cost Reduction & Process Leakage Process Excellence & Effeciency Improvement Learning & Development Developing in-house expertise, knowledge transfer programs, nurturing talent and liaison with support functions for smooth operations of my line of businesses from the two facilities managed.

Director Account Operations

Sitel

April 2011 to September 2011

Spear heading site P&L, Operational delivery & people management for three different LOBs, for a Fortune 500 Company. Key Deliverable: Operational Excellence & Service Delivery Client Relationship Management (On Shore & Off Shore) Accountable for Net Promoter Scores and Customer#1 Initiatives Site P&L management -Revenue, Cost, Profitability Process Excellence & Key Projects Training & Developing In-house Expertise Collaborating with Human Resources and Talent Acquisition for process requirements

Business Director

Sutherland Global Services

December 2009 to April 2011

Strategized the long term business directions of the region to ensure maximum profitability in line with organizational objectives with a work force of 250 +, for a Fortune 500 Company - Technical Support & Customer Services. Key Deliverable: Client Relationship Management End to End P&L Ownership Service Delivery & C-SAT Cost Optimization Process Improvement Build upon Training & Resolution Expertise Work Force Management

Project Manager

WNS Global Services

February 2007 to December 2009

Project Manager for US based i/b voice process based out of GGN.Managing the P&L and Overall Business planning, mapping and allocation of resources in line with business deliverables. Operational performance, migration & alignment of new projects moving to the site & strategic alignment across Mumbai and Gurgaon.

Manager Operations

Convergys

August 2006 to February 2007

Managing teams for Orange Telecom Account in i/b voice process.

Sr Team Manager

Dell

November 2005 to August 2006

Managing a team of technical support executives, resolution experts & communication coaches for the Consumer Tech Support Queue servicing the U.S. market.

Manager Customer Services

American Express

January 2003 to November 2005

Managing a team for US based Amex Corp Cards in an i/b voice process.

CBAGS / Ground Staff

British Airways

March 1997 to January 2003

Worked out of the IGI Airport as ground staff for check-in, baggage services and counter reservations.

PGD in Business Management

January 1996 to January 1997

MASE

January 1993 to January 1996

Master of Business Administration (MBA)

January 1993 to January 1996

Career Goals

I am a hands on professional with 20 + years of experience across diversified domains, work cultures & values system, through my associations with Global Fortune 500 organizations. My professional experiences ranges, currently, from End to End Revenue Cycle Management (with some degree of exposure to Medical Transcription & Coding), and with Banking Financial Service & Insurance,Tech Support, Customer Services & Sales, Card Operations & Travel (Contact Center / Airport Operations & Reservations) as part of my complete professional evolution. My extensive involvement in strategy & execution, managing revenues, profitability & cost, people assignation, corporate compliance & quality, organizational training, client relationship management along with Special Projects at center of excellence level have empowered me to manage diversified roles & domains. My exposure to global Off shoring / Outsourcing, Business Processing, ITES /KPO, Transitions & Business Development, has built me as a thorough professional who has not only been able to provide value add to each of my clients but also having turned around sites & processes thus creating opportunities for growth in all aspects. Through my journey as a professional I have worked on my building blocks to being a valued team member who truly believes in leading by example. Some of the qualities that have helped me attain my professional success have been my high integrity, my ability to have a strong communication, my confidence to take on new challenges, my ability to delegate, a committed & positive attitude, enabled with a creative & intuitive disposition sprinkled with a sense of humor. My contributions as a Corporate Citizen & engagement in Community Service has been through CRY, Oxfam, Friendicoes & Jeevasharam with my varied interests in other aspects like creative writing, Traveling, Adventure sports.

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies

Community Service and Animal Welfare