Flexibility with working hours
Safe working environment
Career growth and upskilling
Open to opportunities
N Sophia Diana
@sophiadianan
Results driven manager with over 19 years of experience at the juncture of operations and technology
IndiaWhat I'm looking for
Results-driven Program and Operations Management professional with 19+ years of experience delivering large-scale operations, client programs, and process transformation initiatives for global clients. Demonstrated expertise in program governance, operational execution, SLA/KPI management, stakeholder alignment, capacity planning, and risk mitigation. Proven track record leading cross-functional and offshore-onshore teams, managing multi-project portfolios, and driving measurable operational improvements. Currently pursuing MBA in Business Analytics with a focus on Power BI reporting, automation, and data-driven decision-making.
Experience
Work history, roles, and key accomplishments
Current
Program execution across global initiatives, managing planning, delivery, and closure. Acted as primary US stakeholder escalation point. Established governance, risk controls, and reporting. Optimized resourcing, ensured SLA compliance, drove process improvements, built Power BI dashboards, and partnered with IT, Product, and QA to support automation and system enhancements.
Led a 15‑member operations team supporting US client product and market analysis. Managed daily operations, work allocation, productivity, and quality. Conducted performance reviews and coaching. Implemented workforce optimization achieving 100% output improvement while operating under 80% staffing, and aligned priorities with offshore and onshore leads.
SC
Customer service executive handle customer related queries on credit card and provide solution.
Led teams of 8–11 supporting Coca‑Cola US category operations, ensuring weekly deliverables and KPI adherence. Acted as process owner and SME for end‑to‑end operations and stakeholder coordination. Supported offshore transitions of 5 processes, managed system migrations, performed RCA using Fishbone, Pareto, and FMEA, and served as single point of contact.
Education
Degrees, certifications, and relevant coursework
AU
Amity University
MBA, Business Analytics, Business Analytics
2024 - 2026
Grade: 75
Activities and societies: MBA, Business Analytics Amity University, Chennai, Tamilnadu India Currently , pursing MBA in Amity University on Business Analytics.
MBA, Business Analytics
Amity University, Chennai, Tamilnadu India
Currently , pursing MBA in Amity University on Business Analytics.
BS
B.com corporate secretaryship
Commerce, Commerce Accountancy
2003 - 2006
Grade: 75
Activities and societies: School leader
Graduated with honour in Accountacy, Business Management
SS
St Aloysius Anglo Indian School
Higher Secondqry School, Accountancy and Commerce
1990 - 2003
Grade: 69
Activities and societies: Drama, Shotput, Rela
This is 12 year of schooling
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
IndiaAuthorized to work in
Job categories
Skills
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