• Leading a team of AVP, Managers & Senior Managers to ensure that overall delivery of services is within agreed SLA's & KPI's as defined. Deliver all contractual client requirements
• Attrition management and retention of key resources. Back up planning. Continuously strive to build a culture of high-performance.Facilitate effective teamwork and build cooperative relationships internally and externally
• Customer Relationship Management -Manage customer relationship and liaise with the client • for ensuring alignment on process related activities, changes in process and identifying opportunities to transition more activities
• Act as a point of escalation for critical/ complex service issues and Manage Risk & compliance
• Improve efficiency and increase Customer satisfaction
• Well versed with BCP/DRP programs for industry
• Owner of process Transformation/Adoption of digital life cycle - Create a mindset of innovation aimed at constantly challenging the norm to drive business value. Responsible for ensuring a disciplined approach to operational excellence.



Drive ongoing continuous improvement through LEAN/ six sigma, automation opportunities within all processes to improve profitability.
• Transition Support - Play a lead role in transition of processes by bringing in shared service specific knowledge & best practices for smooth implementation and execution.
• Process Vision & Strategy
- Define 1–3 year target-state roadmap.
- Drive global process standardization.
- Define KPI framework and business outcomes.
• Transformation Ownership: Own automation backlog, Prioritize AI opportunities., Sponsor process redesign initiatives, Approve standard process models.
• Supplier Governance: Primary interface with supplier process leads, Review service performance and transformation delivery, Manage process escalations.
• Governance: Lead monthly GPO Committee, Review KPI scorecards, Resolve cross-functional process issues.

📌 AVP-FPNA GPO (Pune)
🏢 Wipro
📍 Pune