At HCL Technologies Ltd, I owned governance for a banking operations transition that grew from one process with 8 FTEs to 9 processes and 80 FTEs across Noida, Lucknow, and Chennai. I built a repeatable governance framework with RACI ownership, an escalation matrix, and a live risk log.
I chaired governance forums and client status reviews, and directed accreditation and sign-off gates across all 9 transitions. The go-lives were smooth and low-incident, with audit-ready controls.
At Teleperformance, I coordinated stakeholder calibration and readiness checks for a new process rollout, and reviewed escalations and CAP defaulter action plans to help reduce repeat defaults. I also coached team members and conducted product knowledge certification testing before go-live.
Earlier, at Yatra.com, I conducted quality audits and root-cause assessments, tracked issues to reduce escalation resolution time, and published performance MI. I hold PMP, Lean Six Sigma Black Belt, and Certified ScrumMaster credentials.
