Mohammad Moin Baig

Results-driven Operations & Client Support Team Lead with 8+ years of experience in high-volume operations, client support, team leadership, and process management. Experienced in leading large teams, managing SLAs, quality, productivity, workforce allocation, escalations, and compliance while driving continuous process improvement. Strong track record of improving operational efficiency, reducing backlogs and errors, and maintaining high service standards.

Proficient in Advanced Excel, reporting, stakeholder management and performance management with a strong focus on delivering business and client outcomes.

Business Operations & Process Team Lead at Accenture (2018-05 – Present)

• Lead a 43-member high-volume operations team, driving performance across SLA, productivity, staffing, and process Improvement.
• Manage daily operations, including work queues, workload allocation, capacity, shift coverage, backlog, and resource utilisation to ensure business continuity.
• Drive operational governance by monitoring KPIs, identifying risks and performance gaps, and ensuring timely corrective actions.
• Apply Lean Six Sigma and Root Cause Analysis (RCA) to resolve process bottlenecks, recurring defects, and operational inefficiencies.
• Lead continuous improvement initiatives focused on improving process efficiency and strengthening SLA performance.
• Analyze operational data and performance trends using Advanced Excel and AI-enabled tools to support data-driven decision-making.
• Partner with senior leadership and cross-functional stakeholders to resolve operational challenges, manage priorities, and drive business objectives.
• Lead workforce planning, process standardization, and operational transformation initiatives, including automation and AI-enabled improvement opportunities.
• Foster a culture of accountability, continuous improvement, structured problem-solving, and team development through coaching and performance management.

Customer Care Associate (Intl Voice Process) at Tech Mahindra (2017-03 – 2018-02)

• Handled high-volume customer queries and resolved issues through effective communication
• Provided technical support and troubleshooting for software issues.
• Educated customers on products and services while maintaining accurate CRM documentation.
• Resolved customer inquiries through phone and email support.
• Documented customer interactions in the customer relationship management system.

MBA in Finance – Osmania University

Bachelor's Degree – Don Bosco Degree College