Operations Executive with 15+ years of specialized experience in Background Verification, HR Operations, and Compliance Governance
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Operations Executive with 15+ years of specialized experience steering end-to-end Background Verification (BGV), HR Operations, and Compliance Governance at enterprise scale. Proven expertise leading massive delivery frameworks, managing a span of 130+ FTEs across multi-site operations while maintaining zero-deviation compliance with global regulatory frameworks and data privacy standards. Strategic partner to senior executive leadership, adept at turning complex operational data into actionable efficiency gains, mitigating insider risk, and optimizing service delivery metrics (TAT, SLA, and Quality Assurance).
Associate Process Manager – Global BGV Operations & Compliance Governance at Neeyamo Enterprise Solutions (2021-09 – Present)
Governed end-to-end background verification (BGV) pipeline execution for high-volume multinational clients, leading a cross-functional team of 130+ FTEs across 3 strategic delivery hubs. Commanded the strategic execution of global employment, education, identity, and reference verification workflows; enforced strict adherence to multi-jurisdictional compliance models and data privacy laws. Acted as the final internal authority for complex BGV outcomes and case escalations; adjudicated sensitive high-risk candidate discrepancies in partnership with cross-functional legal and risk stakeholders.
Lean/White Belt principles to spearhead a comprehensive workflow architecture redesign for international verification matrices, slashing Turnaround Time (TAT) by 2 days and driving an 11% uplift in verification closure rates (from 81% to 92%). Scaled macroeconomic portfolio value by 30% (FY 2025-26) to exceed a $1.8M operating budget, directly optimizing resource allocation, capacity forecasting, and operational margins. Instituted a robust cascading performance coaching model and data-driven review mechanisms, maintaining consecutive quarter-on-quarter SLA delivery metrics above contractual thresholds. Spearheaded cross-organizational adherence protocols for stringent internal and external compliance audits, mitigating corporate exposure through meticulous control-gap remediation.
Assistant Manager Operations at NCR Eduservices Pvt. Ltd. (2020-11 – 2021-09)
Third Space Learning - Online School and Student Support Program
Associate Manager at TechM Business Services Pvt Ltd (2020-01 – 2020-08)
Operations & High-Volume Delivery Governance. Governed high-volume incident management frameworks, leading a multi-layered team of 90+ FTE to drive Average Handling Time (AHT) reductions and maximize First Point Resolution (FPR) for complex internal inquiries.
Team Leader at Vodafone Shared Services LTD (2015-03 – 2020-01)
Scaled Incident Management & Service Delivery. Governed macroeconomic international incident management frameworks, scaling and commanding an operational span of 90+ FTEs handling cross-functional operational escalations. Engineered workflow optimizations to sharply reduce Average Handling Time (AHT) while driving a consistent upward trajectory in First Point Resolution (FPR) and Grade of Service (GOS) metrics.
Led a specialized 24/7 technical incident desk tasked with identifying, tracking, and resolving high-priority system stuck orders and compliance risks, minimizing downtime. Audited high-risk transactions to prevent compliance anomalies and operational fraud, building robust preventative control frameworks to protect organizational integrity. Orchestrated rigorous capacity forecasting, roster modeling, and cross-skilling initiatives for the 90+ FTE layout, ensuring seamless operational readiness during peak periods.
Process Developer (SME) at Genpact LLC (2011-06 – 2015-03)
Supporting the Team Lead in managing a US healthcare project with over 30 FTE's.
Master of Business Administration in Operations Management – Wellingkar Institute of Management and Research (2024-02)
Bachelor of Arts – University of Rajasthan (2010-05)
