Syed Shadab

Operations and team leadership professional with experience leading support and AI/data operations teams, including teams of up to 30 data annotators and 14 Subject Matter Experts. Experienced in KPI/SLA management, work allocation, performance monitoring, process improvement, SOP development, escalation management, operational reporting, and cross-functional coordination. Strong track record of translating process requirements into structured workflows, training teams, identifying bottlenecks, and maintaining quality and deadline adherence in fast-paced environments.

Team Lead - WIPRO

(2025-06)

• Manage high-volume support operations and VOC workflows spanning onboarding, payments, task allocation, account management and platform-related processes.
• Lead investigations across operational systems and knowledge bases to identify root causes and deliver accurate resolutions within SLA.
• Build operational reports, dashboards and data-tracking mechanisms to monitor performance metrics and business KPIs.
• Identify operational bottlenecks using data-driven insights and recommend scalable solutions to improve execution.
• Develop process-improvement initiatives that reduce manual effort and increase operational efficiency across support workflows.
• Design SOP-driven decision frameworks and resolution guides to improve consistency, accuracy and execution quality.
• Collaborate with Operations, Product, Quality and Engineering teams to resolve escalations and close process gaps.
• Conduct root-cause analysis on recurring customer and contributor issues and propose corrective actions.
• Lead knowledge-sharing sessions, process training and policy updates for support teams.
• Automate reporting and data-validation activities using SQL, spreadsheet formulas and workflow improvements.
• Maintain SLA adherence, quality performance and stakeholder communication in a fast-paced operational environment.

Team Lead - Tech Mahindra

(2020-03 - 2024-11)

• Led a team of 30 data annotators across AI-driven projects, ensuring accurate and timely annotation of large datasets for machine-learning models.
• Led a team of 14 Subject Matter Experts (SMEs) to ensure seamless and efficient process operations.
• Designed and implemented workflows for image, text and audio data annotation, improving annotation speed and execution consistency.
• Developed training programs and documentation to onboard annotators and maintain high accuracy and consistency.
• Collaborated with project managers, data scientists and engineers to define requirements and deliver high-quality labeled data.
• Performed regular quality-assurance checks, provided feedback and coached team members for continuous improvement.
• Identified process bottlenecks and recommended improvements to streamline workflows and optimize team performance.
• Ensured adherence to project timelines, meeting or exceeding deadlines while maintaining high standards of work.

Executive Assistant - ANCNews

(2018-06 - 2020-03)

• Planned, organized and supported multiple deadline-driven projects, ensuring work was completed efficiently and on time.
• Prepared reports and documents and liaised with senior staff members and clients.
• Applied strong problem-solving, organization and communication skills in a fast-paced work environment.
• Maintained working knowledge of computer software applications and supported day-to-day coordination.

Bachelor of Technology - Computer Science - Jawaharlal Nehru Technological University, Hyderabad (2014)