Ashish Tangri

Talent Inventory

Manage and coach direct reports to be effective in both client management and people management. Identify, develop, and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

Establish Delivery Processes:

Streamlining delivery processes to ensure that each client gets the same great experience from the initial stage.

Client Services

Oversee the daily operations of each client team (26 of them) to ensure client satisfaction, manage email, phone, or in-person interactions with clients to maintain and enhance client relationships, execute company-wide client-related programs to ensure consistent service delivery and brand promises, and oversee the onboarding of new clients.

Supervise Staff:

Oversee the teams in different stages of the delivery process, even though may not be the direct line manager. Hold all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service.

Business Growth

Proactively seeking opportunity to improve client experience and drive business growth. Supporting US based business development functions effectively in acquiring new clients and developing existing clients. Ensuring all department activities comply with information security policies.

Manage Customer Expectation:

Assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Evaluate a customer’s experience against a set of customer satisfaction goals and criteria. Conduct research when the scores fall below the threshold.

Problem Solving

Resolve high-impact client issues or new situations by analyzing the root cause, identifying key steps to form a plan, pulling resources, acquiring support from different departments and functions, executing, making necessary changes, and communicating effectively.

Managing Projects

Staying well informed of corporate goals and strategies; identifying and leading department, division or company level projects. Leading assigned cross-function or company-wide activities and projects.

Employee Engagement and Budget

Managing staffing levels and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Managing priorities and budgets to meet company, department and team goals.

• Manage end-to-end delivery of projects assigned as per solution and budget
• Ensure customer relationship is always in an excellent space with good referenceability levels
• Ensure projects consistently meet timelines and budget
• Product Marketing (BioQuest Products) and Business Development – Leads identification and development

• Manage end-to-end Service Delivery of multiple projects, multiple locations
• Manage the development of work plans, deliverables and timelines
• Manage all client interaction and client communication
• Front end the relationship with the client
• Provide advice and assistance to the Location Leader in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures
• Do both strategic assessment and transactional consulting with seniors to understand sourcing lifecycle and deliver consistent value to the clients
• As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities both in the client environment and within the account and implement corrective actions to help achieve desired results
• Analyzing & communicating the areas of opportunity to improve overall client / customer experience
• Ensure key business controls are in place, so that exposure of any kind (financial or audit) are minimized to the maximum extent possible
• Front end and coordinate all internal and external audits
• Providing direction and strategy to a team of Operation/Senior Managers, AM/DMs, SMEs and Associates for operational success, strategic alignment and integration of activities
• Plan, organize and direct the day-to-day activities of the sub-function thereby ensuring the management and delivery of flawless customer and quality services to clients
• Ensure that team development, effective recruiting, relationship management, mentoring and utilization management happen as per the requirements of the business, so that the process critical activities are not affected in any manner
• Assess development needs of employees and assist in training and development of staff, set targets and monitor performance against goals and objectives with a focus on continuous improvement and KPIs
• Manage teams at all project phases, ensure successful client relationship management and have a key multi-project oversight, so as to be able to ensure delivery in a wide variety of business situations
• Share team metrics and comparative statistics on a routine basis with the team, to develop process performance awareness, as well as to ensure healthy competition amongst peers