Manager, Operations at Magnit Global (2023-05 – Present)
Lead a 25+ member cross-functional team (Data Analysts, Senior Analysts, Business Analysts) based across two locations — Vadodara and Bangalore — handling hiring, mentoring, coaching, and identifying learning/training opportunities to build team capability.
- Run daily stand-ups, capacity planning, and workload prediction/balancing across both locations to ensure consistent SLA performance and optimal resource allocation.
- Partner with Fortune 500 clients to deliver workforce analytics and strategic insights supporting business decisions; manage the QBR/ABR cadence with executive stakeholders.
- Own end-to-end delivery of BI solutions using Power BI, Excel, and Spotfire — including dashboards, scorecards, and self-service reporting — and created/implemented 10+ KPI dashboards across Business Units within GBS, providing executive, functional, and team-performance-level visibility.
- Own escalation handling and root cause analysis (RCA), defining corrective and preventive action (CAPA) plans; implement quality management frameworks including KPI tracking, audits, and performance monitoring.
- Standardize reporting frameworks, KPI definitions, and governance models across multiple client programs, improving consistency and audit readiness.
- Drive client-facing projects including program dashboards, case studies, supplier optimization analysis, and data deep-dives with a strong focus on data storytelling for executive audiences.
- Conduct quarterly townhalls with the team to share insights on KPIs, achievements, reward and recognition, escalations, and the way forward.
- Conduct quarterly performance check-ins for the team, providing ongoing feedback and tracking development against goals.
- Manage budgets for the team, overseeing resource costs and allocation as part of overall team planning.
- Partner with the CI (Continuous Improvement) and RPA teams to drive automation initiatives, delivering recurring report automation that saved ~1,600 hours annually (~0.8 FTE), in addition to leading multiple smaller automation projects.
- Own internal team efficiency, client allocation, and load balancing across both locations; developed SLA playbooks and drove employee engagement activities; connect regularly with internal and external stakeholders to drive cross-functional collaboration.
- Manage CSAT and NPS tracking for clients and the internal team to capture voice-of-client and voice-of-team feedback, identifying improvement areas and building action plans to drive them.
- Led the team's transition from Reporting & Analysis to Strategic Advisory — managing the change process end-to-end and successfully building the advisory-focused team in India.
- Maintain regular stakeholder and communication management, staying in touch with all relevant stakeholders on a consistent cadence to keep priorities aligned.
- Served on the ISO 9001 certification readiness team — authored SOPs and process documentation aligned to ISO requirements, compiled supporting audit evidence, and supported internal/external audits that led to the organization achieving ISO 9001 certification.
- Manage operations across VMS platforms (Beeline, Fieldglass, VNDLY, Magnit VMS) supporting compliance, reporting, and contingent workforce analytics.
Team Lead at NielsenIQ (NIQ) (2021-04 – 2023-05)
Led a team of 10–15 analysts, driving delivery excellence, SLA adherence, and continuous performance improvement across global client operations.
- Owned end-to-end operational delivery of the GTC (Global Track Complete) process on the NISP platform across BAU and project environments.
- Served as primary point of contact for GSC stakeholders, managing client communication, status reporting, and escalation resolution.
- Managed operations for global clients including Mondelez, Henkel, Energizer, Kimberly-Clark, and L'Oréal, ensuring consistent delivery quality.
- Directed transition of projects from First Time Delivery (FTD) to Refresh and BAU operations, ensuring smooth handovers and operational stability.
- Maintained KPI dashboards, BAU trackers, and control charts; implemented RCA methodologies that improved on-time delivery performance and reduced defects.
- Developed and reviewed SOPs and BAU process documentation to standardize operations and support scalable governance.
- Coordinated global workload planning and change requests, optimizing resource utilization and delivery timelines.
- Managed high-priority issues and escalations end-to-end, ensuring timely resolution and minimal business impact.
- Led team performance management including coaching, mentoring, appraisals, and reward & recognition programs.
Business Process Lead at Tata Consultancy Services (2013-07 – 2021-02)
Progressed through three roles over 7.5 years, taking on increasing operational and leadership responsibility across global client programs.
- Managed operations for global clients including BAT, Nestlé, Mondelez, Energizer, and Danone, ensuring high-quality delivery across multiple markets.
- Led client review and status calls, ensuring transparent communication, alignment, and timely operational updates.
- Directed NISP project setup and lifecycle operations, including transition from First Time Delivery (FTD) to Refresh and BAU.
- Conducted feasibility analysis, solution design, and proof-of-concept (POC) development to support new client operational requirements.
- Managed global deliverables, workload planning, and execution across multiple countries within the NielsenIQ ecosystem, ensuring adherence to TAT, SLAs, and quality standards.
- Managed client escalations and implemented preventive action plans, improving service stability and client satisfaction.
- Developed and maintained SOPs, KPI reports, control charts, and RCA reports to support continuous operational improvement.
