Assistant Manager – Business Intelligence & Analytics - Tech Mahindra Limited - Mumbai
(2023-08)
Rejoined Tech Mahindra in a senior analytics capacity, building and leading a multi-disciplinary team of 7 (1 Senior Analyst, 6 Junior Analysts) spanning Reporting & MIS, Automation, Web Dashboards, Data Engineering, and Client Delivery.
- Spearheaded the full migration of contact centre telephony data infrastructure across three platform generations — Avaya to Genesys PEC to Genesys Cloud CX — redefining data schemas, KPI frameworks, and reporting logic at each stage.
- Architected end-to-end data pipelines and scalable data models using SQL, Python, and Snowflake, enabling real-time reporting and consistent data governance across global accounts.
- Transformed 150+ legacy Excel-based dashboards into automated, web-delivered BI solutions — reducing the reporting FTE requirement from 9 to 6 while simultaneously onboarding additional enterprise accounts.
- Led development of interactive web dashboards in collaboration with the Web team, extending the analytics function's delivery capability into live, browser-based intelligence platforms.
- Defined and standardised 450+ KPIs aligned to new ways of working, ensuring data-point availability and commercial relevance across operational and service functions.
- Built analytical frameworks supporting billing model validation, workforce forecasting, scheduling optimisation, and profitability strategy — delivering actionable commercial intelligence to senior leadership.
- Replicated data storage architecture, governance models, and reporting standards across 3 enterprise accounts, enabling consistent performance visibility and audit-ready documentation at scale.
- Delivered weekly executive-level performance reviews covering risk flags, SLA adherence, attrition trends, and revenue-impact analysis for global stakeholders.
- Managed KPI escalations and maintained data integrity through structured quality governance frameworks and ownership of operational reporting SLAs.
- Partnered with Client Delivery teams to align analytics output to commercial commitments, supporting account retention and growth with data-backed narratives.
IT and Logistics Officer - Comba Telecom - Dubai, UAE
(2022-11 - 2023-05)
- Managed Reporting & MIS for logistics, procurement and warehouse operations.
- Developed Advanced Excel dashboards to monitor inventory, sales and logistics performance.
- Generated weekly and monthly management reports using SAP, SQL and Excel data.
- Analysed inventory movement, procurement trends and logistics KPIs to support business decisions.
- Automated recurring operational reports, improving reporting efficiency and accuracy.
- Produced KPI dashboards tracking inventory ageing, stock movement and delivery performance.
- Supported business reporting requirements while maintaining office IT infrastructure and reporting systems.
Assistant Manager - Tech Mahindra Limited - Mumbai
(2018-01 - 2021-12)
Led Reporting & MIS initiatives supporting a major UK Telecom client.
- Designed Power BI dashboards and Advanced Excel reports for operational and executive reporting.
- Created SQL-based reports analyzing AHT, FCR, SLA, Productivity, Digital Adoption and Customer Experience KPIs.
- Gathered business requirements and converted them into reporting and dashboard solutions.
- Automated recurring MIS reports, improving reporting turnaround and accuracy.
- Presented analytical insights and performance trends to senior leadership for decision making.
Team Leader - Tech Mahindra Limited - Mumbai
(2018-01 - 2021-12)
Managed a Reporting & Business Analytics team supporting contact centre operations.
- Developed Power BI dashboards and SQL reports for operational performance monitoring.
- Created Advanced Excel dashboards and automated recurring MIS reporting.
- Performed trend analysis and root cause analysis to identify operational improvement opportunities.
- Supported RPA initiatives through reporting automation and business analytics.
Team Coach - Tech Mahindra Limited - Mumbai
(2015-05 - 2018-12)
- Prepared daily, weekly and monthly MIS reports for operational leadership.
- Built Advanced Excel dashboards tracking productivity, quality and SLA performance.
- Analysed operational data and presented actionable insights to management.
- Supported reporting continuity during migration to Confluence and JIRA platforms.
- Worked closely with stakeholders to improve reporting quality and KPI visibility.
Business Intelligence, Reporting & MIS – Progressive Roles - Tech Mahindra Limited - Mumbai
(2015-05 - 2022-11)
Senior Team Member – Banking Operations & IT Shared Services - Bank of America Continuum Pvt. Ltd. - Mumbai
(2010-12 - 2015-05)
- Reviewed and validated personal loan applications in compliance with internal credit policy, risk guidelines, and regulatory standards.
- Conducted financial documentation analysis including credit history, debt-to-income ratios, and repayment capacity assessments using AS400 and Status Mart systems.
- Supported ITIL-based IT service management and change governance for banking applications used in loan origination and servicing.
- Maintained audit-compliant knowledge base documentation aligned with regulatory and institutional standards.
- Partnered with Relationship Managers to mitigate lending risk and ensure accurate, compliant underwriting decisions.
Information Controller - Intelenet Global Services (Serco) - Mumbai
(2008-03 - 2010-10)
- Managed customer onboarding and KYC documentation for Barclays Bank, ensuring compliance with banking regulations.
- Handled customer escalations and service requests, delivering timely and compliant resolutions.
- Reviewed and entered loan information into the loan origination system in accordance with current underwriting guidelines.
- Provided telephone-based customer service for Barclays Bank account holders.
