At Genpact, I lead end-to-end operations and governance for a team of 45 FTEs, maintaining SLA compliance and KPI performance. I also oversee audits across manual and automated review processes.
I improved team accuracy from below 75% to above 85% within four weeks through root cause analysis, targeted coaching, and individual performance improvement plans.
As Assistant Manager, I provide data-driven insights and root cause analysis to senior leadership and clients, and handle client communication and escalations. I also lead performance calibration sessions and support recovery for underperforming team members.
Earlier at Genpact, I managed daily operations for a 20-person team as Team Leader, and worked as a Subject Matter Expert and Process Associate. I’m a Lean Six Sigma Green Belt and have experience in hiring, onboarding, training, and developing team members.
