Program & Process Compliance Specialist (Corporate Title: Information Processing Specialist) at Tata Consultancy Services (TCS) (2021-02 – 2026-02)
Served as the central operational site lead coordinating 3 cross-functional teams (30+ personnel) executing time-critical logistics export workflows, customs documentation, and international regulatory compliance. Partnered with remote Delivery Managers (DMs) and Tower Leads to translate executive-level account objectives into daily operational deliverables and deliver lifecycle performance reports.
Team Lead at Tata Consultancy Services (TCS) (2024-08 – 2026-02)
- Operational Alignment & Remote Site Leadership: Acted as sole site lead managing floor operations independently without local manager presence; maintained daily delivery cutoffs and cross-location stakeholder alignment to ensure 100% adherence to client SLAs.
- Capacity Planning & Work Allocation: Executed daily capacity planning, work allocation, and leave management across shifts—balancing workload distribution to prevent bottlenecks during peak seasonal volume cycles and night-shift windows.
- Change & Release Management: Managed operational stability during critical client workflow updates and system changes, partnering with technical Points of Contact (PoCs) to maintain zero delivery disruption and 100% SLA adherence.
- Training Program Management & Knowledge Retention: Designed and deployed scalable onboarding frameworks, weekly Performance Development (PD) sessions, and monthly update quizzes—cutting new-joiner ramp-up time by 35% and reinforcing compliance confidence.
- Governance & Performance Tracking: Managed weekly QA and productivity scorecards, identifying emerging operational gaps and reallocating resources in real time to sustain high delivery velocity.
Acting Lead / Key Quality Auditor at Tata Consultancy Services (TCS) (2022-08 – 2024-07)
- Quality Auditing Frameworks: Appointed as Key Quality Auditor; engineered a weekly Quality Assurance (QA) matrix and auditing structure, delivering a 15% improvement in average team quality within 6 months.
- Lean Defect Elimination & Query Resolution: Spearheaded a Lean DMAIC program while serving as the primary floor contact for associate processing queries, cutting Average Handling Time (AHT) per shipment by 20%.
- Zero-Defect Self-Inspection: Instituted a culture of self-inspection and guided peer audits, dropping quality errors from 3 defects per 10,000 shipments to a sustained 100% defect-free rate maintained over 12 consecutive months.
- Cross-Functional Escalation & Floor Operations: Managed daily shift attendance, tracked floor logs, and partnered across IT support teams to resolve time-critical export system exceptions and unblock processing pipelines.
- Conflict Resolution & Auditing Standardization: Depersonalized audit disputes by establishing objective SOP parameters during feedback sessions, resolving shift hand-off friction across 30+ team members.
Associate at Tata Consultancy Services (TCS) (2021-02 – 2022-07)
- High-Volume Execution & Top Performer Standing: Executed high-volume data entry and logistics processing across 3 international regions, consistently earning "Top Performer" standing on alternate weeks for speed and accuracy.
- Root Cause Analysis (RCA) & Bottleneck Removal: Applied Six Sigma principles and process mapping to identify processing delays, deploying an upgraded workflow that increased daily throughput by 50% without adding headcount.
- Waste Elimination: Identified and removed Non-Value Add (NVA) manual checking steps, translating handling data into workflow tweaks that boosted team productivity by 15%.
- SOP Development & Training Baselines: Conducted structured requirements gathering sessions on multi-country compliance rules to draft comprehensive Standard Operating Procedures (SOPs), creating a scalable baseline for new joiners.
- KPI Tracking: Monitored daily individual and team productivity targets against compliance scorecards, generating performance reports to catch process gaps early
Talent Acquisition Intern at Granules India Limited (2019-06 – 2019-07)
Coordinated recruitment pipelines, handled onboarding compliance documentation, and managed cross-functional scheduling constraints.
