Senior Manager, Reporting Operations & Program Governance at Foundever (Formerly Sitel Group) (2022-04 – 2026-01)
Reporting Operations & Analytics
- Owned end-to-end operational reporting function across a multi-client global portfolio — designing and maintaining executive dashboards, performance scorecards, BTP (SAP Business Technology Platform) reports, and weekly/monthly business review packs consumed by C-suite and client steering committees.
- Built and maintained Power BI dashboards tracking SLA performance, headcount utilisation, program milestones, and operational KPIs — providing real-time visibility across concurrent workstreams spanning 4 global locations.
- Led the organisation-wide Power BI upskilling program, training and certifying 60+ resources across operations, finance, and program teams — transitioning teams from manual Excel-based reporting to automated, self-service PBI analytics, reducing reporting cycle time significantly.
- Generated and reconciled monthly invoices against SOW-defined deliverables, ensuring billing accuracy and audit compliance across all client accounts; flagged and resolved discrepancies in collaboration with Finance and Procurement.
- Supported FP&A function through BTP-driven financial reporting, budget tracking, cost synergy analysis, and variance commentary — providing operational intelligence that fed directly into quarterly financial planning cycles.
- Produced executive-level risk assessments, status dashboards, and program health packs for steering committee governance; maintained 100% on-time reporting cadence throughout major organisational change cycles.
Senior Manager, Reporting Operations & Program Governance at Foundever (Formerly Sitel Group) (2022-04 – 2026-01)
SLA / SOW Governance & Compliance
- Governed SLA compliance across a multi-client portfolio — owning SLA definition, measurement frameworks, breach management, and client-facing reporting in alignment with contracted SOW terms.
- Designed SOW tracking matrices to monitor deliverable status, milestone adherence, and change-order management; ensured zero SLA breaches were unaddressed through proactive risk identification and escalation protocols.
- Led Quarterly Business Reviews (QBRs), Weekly Status Reviews (WSRs), and client steering committee sessions, delivering performance reporting that drove account retention and service expansion decisions.
Senior Manager, Reporting Operations & Program Governance at Foundever (Formerly Sitel Group) (2022-04 – 2026-01)
Post-Merger Integration (PMI) & Transformation
- Spearheaded full PMI of Sykes and Sitel operations — overseeing client portfolio assessment, process harmonisation, reporting consolidation, KRA realignment, and technology workstream coordination across HR, Finance, Operations, and IT.
- Delivered seamless service continuity throughout integration with zero client escalations; produced executive-level integration progress reports and maintained stakeholder confidence across a complex, multi-geography transition.
- Identified cross-functional redundancies post-merger; implemented Lean-driven process improvements that captured measurable cost synergies, reduced operational overhead, and contributed to budget optimisation across the integrated entity.
Senior Manager, Reporting Operations & Program Governance at Foundever (Formerly Sitel Group) (2022-04 – 2026-01)
People Leadership & Team Development
- Led and developed a team of 60+ across global locations, owning performance management, succession planning, capacity planning, and professional development — sustaining a 100% manager satisfaction rating for 8 consecutive years.
- Designed and executed structured Power BI upskilling curriculum for 60+ operational resources — including skills assessment, tiered learning pathways, hands-on labs, and post-training capability verification.
- Developed 7 direct reports into leadership and vertical roles through coaching, structured development programs, and deliberate succession planning aligned to organisational growth objectives.
- Championed DEI initiatives and employee wellbeing programs; built an inclusive team culture that consistently delivered above-benchmark engagement and retention metrics.
Senior Manager, Reporting Operations & Program Governance at Foundever (Formerly Sitel Group) (2022-04 – 2026-01)
Stakeholder Management & Executive Engagement
- Served as primary senior point of contact for internal executive stakeholders and external client leadership; managed C-suite relationships across all reporting, governance, and change management interactions.
- Directed phased change management for a major platform transition — leading stakeholder communication strategy, executive reporting cadence, and iterative rollout across 60+ team members in 4 locations with zero operational disruption.
- Proactively identified and mitigated risks across concurrent global programs; produced boardroom-ready risk registers, exception reports, and contingency plans maintaining stakeholder confidence through transformational change.
Manager, Operations & Delivery at Foundever (Formerly Sitel Group) (2016-02 – 2022-04)
- Directed two global analyst teams across end-to-end service delivery, owning account performance, client reporting, SLA compliance, and service quality across a multi-account portfolio.
- Designed comprehensive SOPs, operational handbooks, and reporting templates — reducing process variability, accelerating onboarding, and standardising delivery and reporting practices across geographies in alignment with Lean principles.
- Re-engineered KRA/KPI frameworks to align team output with business objectives and SOW commitments — ensuring operational reporting drove executive-level decision-making and client satisfaction.
- Built and executed structured development programs for 7 direct reports — all seven securing vertical promotions or leadership roles through targeted coaching and succession planning.
- Partnered with Account Management and Client Success teams, providing operational and reporting intelligence that supported account retention, service expansion, and revenue growth.
Workload Manager, Server Support Operations at IBM India Pvt. Ltd. (2012-09 – 2016-02)
- Managed global workload distribution and resource allocation reporting for enterprise server support teams; built capacity forecasting models achieving zero bench time and zero declined resource requests.
- Led execution of 1,600 technical changes with a 22-person team — delivering 30% higher throughput than the 60-person organisational benchmark — while maintaining quality and ITIL-aligned SLA compliance.
- Maintained ITIL-aligned scheduling, risk reporting, and stakeholder communication across a global technical estate, ensuring delivery continuity and executive visibility into programme health.
Project Coordinator, Change Management at IBM India Pvt. Ltd. (2012-05 – 2012-09)
- Achieved 100% success rate across 300+ complex technical changes; maintained a deferment rate below 2% — lowest in the business unit — through rigorous pre-change validation, risk reporting, and stakeholder alignment.
PMO & Capability Development Trainer at IBM India Pvt. Ltd. (2009-08 – 2012-05)
- Managed operational reporting and executive dashboards for a 700-member technology division across 14 teams; led audit readiness, compliance tracking, and management information delivery.
- Designed and delivered enterprise training programs in communication excellence and customer experience, building organisational capability at scale.
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