Provide strategic and operational leadership by contributing to organizational planning, leading multiple programs/LOBs, owning P&L, and serving as site point-of-contact to ensure business continuity.
Drive performance and quality excellence by managing Associate Managers, Team Leads, and Associates to meet SLAs/KPIs, implementing governance, reporting, escalation models, and ensuring high-quality deliverables.
Lead account launches and stabilization by owning readiness planning, including hiring waves, WFM staffing, nesting strategy, TTT, IT readiness, and cross-functional execution.
Design and implement operational frameworks such as SOPs, workflows, risk mitigation plans, performance metrics, client calibration rituals, and continuous improvement initiatives.
Manage complex client engagements and business solutions while strengthening cross-team efficiency, stakeholder relationships, and executing leadership-directed initiatives.
