Head the PMO Office for the overall BPO department with a headcount of 1,000 + resources
Liaison with internal and external stakeholders to bridge gaps and strategize for execution of projects.
Involve in Pre-Sales activity to devise competitive project costing
Perform Business Intelligence activities to draft project timelines and cost estimates
Involve in bidding processes and devise requirements for the tender's
Liaison with other departments and teams for their input to business proposals and Contracts
Responsible for Facility management, Infrastructure planning, acquisition and installation as per agreed management strategy

• Project Management
1. Gather input from all support departments and assemble a consolidated project management plan
2. Manage multiple projects to stabilize revenue stream for the department
3. Ensure operational expenses of the department are in control limits
4. Review Profit & Loss reports to identify gaps affecting department profitability
5. Review performance of the projects against agreed SOP's
6. Prepare project performance reports and present to internal and external business stakeholders
7. Review of historical data to perform trend analysis and forecasting requirements
8. Identify variances and create effective plans to address gaps
9. Liaison with the client for project requirements and plan the activities with team as per agreed scope
10. Assign task list to support department and coordinate for required deliverables
11. Define Activities to respective team members and monitor to timely complete the deliverable
12. Review the production reports and monitor the overall progress for the deliverables against schedule
13. Conduct deliverable review with the client and plan project activities accordingly
14. Follow up with the client for payments and identify areas for improvement
• Presales
1. Work with the sales team to identify new business domain's for the department
2. Review potential project requirements and coordinate with support departments to establish basic understanding for the project scope and propose solution
3. Review historical data with respective departments to compare potential solutions for the project
• Business Development
1. Generate additional business from current clientele
2. Meet the potential clients to sell services for Document Digitization, Data Entry, Resource
3. Outsourcing and Call Center Service

• Business Operations Management

o Responsible for Planning, organizing, controlling and monitoring day to day business operations
o Responsible for Facility management, Infrastructure planning , acquisition and installation
o Communicate and manage expectations for quality and accuracy of work, as well as key productivity metrics associated with service level Agreement (SLA).
o Create, prepare and distribute productivity reports to track/monitor performance along with relevant analyses and recommendations for improvement
o Structuring commission plans to boost productivity and meeting deadlines.
o Monthly commission calculation and roll out of salaries
o Implement and uphold operational and support manual’s for ongoing projects

Business Analysis

o Review of historical data to perform trend analysis and forecasting requirements
o Identify variances and create effective plans to address gaps
o Coordinate with Software Department to fine tune operational software and to develop any new software on project basis
o Analysis for the potential upcoming projects and preparation of technical Proposals and determining milestones.
o Document user requirement and coordinate with software development team to fine tune operational software.

People Management

o Optimizing Resource Utilization and working on capacity management and resource allocation
o Performance evaluation of resources and recommending rewards / corrective actions
• Team lead for the Incident Management Team as per guidelines of ISO 27001 standard.
• Backup and disaster recovery planning

• Devise and implement mechanisms for enhancing team productivity
• Ensure that daily work is completed in accordance with project deadlines
• Prepare and forward production reports to clients
• Ensure that the work place and equipment is maintained professionally
• Define and maintain the operational KPIs and meet and exceed these KPIs
• Identify training needs and recommend resources for various trainings.
• Manage operations of the assigned processes/projects effectively and efficiently.
• Short list and Recruit resources as per need of the business
• Maintain and implement Operations Manuals for ongoing projects
• Coordinate with ISMR to arrange and implement necessary information security controls.
• Observe and report Information security breaches within the workplace.

• Strategic management of infrastructure integration between TRG and its onshore partner companies.
• Overall responsibility for project implementation, day to day co-ordination and change management.
• Leadership of team supporting IT back office functions such as report generation and data verification
• Working as business analyst and quality assurance engineer for strata soft based platform conversion of the campaigns using Sql-server.
• Strategic planning for the integration of support services at different partner companies into a single global support organization including business process redesign and recommendations on organizational restructuring worldwide.
• Recruitment and training for IT Ops Positions
• Primary point of contact for the management and the client for any team related issue.