ASHWINI EDISON NADAR
Mumbai
Summary
Dynamic operations manager with extensive experience at Teleperformance & Accenture, driving strategic planning and workforce optimization. Proven track record in achieving operational excellence and enhancing team performance through effective training and development. Skilled in data analysis and stakeholder management, consistently exceeding performance metrics and fostering a culture of continuous improvement.
Overview
22
22
years of professional experience
Work History
Delivery Operations Manager
Accenture
02.2025 - Current
- Managed team of 220 FTEs in backend operations, enhancing and optimizing client products.
- Led workforce onboarding, training, and capability development for rapid integration and sustained performance.
- Achieved and exceeded project attainment and performance metrics, driving operational excellence across all programs.
- Led weekly and monthly business reviews with Project Managers and Vendor Partners, providing performance insights, driving strategic discussions, and ensuring alignment on operational goals.
Manager - Operations
Accenture
06.2022 - 01.2025
- Managing 120 FTEs - backend Healthcare team dealing with Insurance claims
- Coordinated training and onboarding for new teams to enhance operational readiness
- Oversaw planning, forecasting, and execution of operational tasks and staffing.
- Managed daily inventory and service level metrics to maintain operational standards
- Ensuring training, setting up & onboarding of new teams
- Coached supervisors and staff in achieving their targets and expectations.
- Conducted monthly and weekly reviews with leads and support functions to align on performance goals
- Performance Management review (Quality, Productivity and compliance)....
- Organizing bi-monthly team bonding activities for the entire process
Manager – Leadership & Development Team
Teleperformance Global Services Pvt Ltd
05.2019 - 05.2022
- Accountable for the governance of TOPS framework across all campaigns within Tele performance in Mumbai
- Collaborated with operations and support functions to enhance leadership assessment and development
- Conducted process audits on TOPS, BEST & JUMP.
- Monitored campaigns to ensure adherence to internal SOPs, TOPS, and BEST.
- Responsible for conducting process audits on TOPS, BEST & JUMP
- Identified and reported process gaps through monthly and quarterly audits, driving continuous improvement
- Developed courses to support ongoing development of existing leaders
Assistant Manager - Operations
Barclays Commercial Payments
05.2018 - 05.2019
- Set up the entire operations floor, training team, quality team, MI team, and Internal Audit team
- Reviewed contracts and agreements with clients to ensure clarity.
- Established operations framework the entire operations floor, training team, quality team, MI team, and Internal Audit team
- Monitored process adherence to SSAs and daily attestations to maintain operational standards
- Collaborated with the team to analyze performance reports and meet targets for TAT, quality, productivity, attendance, and shrinkage.
Assistant Manager - Operations
Barclays Debit & Credit Card Fraud Aftercare Team
08.2013 - 05.2018
- Managed a span of 130 FTEs – Outbound, Inbound, Data, and blended teams
- Transitioned 20 FTE Fraud Detection Outbound Voice team from Northampton
- Transitioned 12 FTE Data Team Hot Leads from Coventry
- Ensured Team Managers/Team Leaders/ Team Coaches completed the required number of call monitors. Timely feedback in agreement with clients
- Worked with WFM/Recruitment/Clients to agree on Manpower planning
- Represented WBR/MBR with clients/operations for various sub-processes
- Handled all HR-related issues affecting team members, including conducting appraisals, confirmations, IJPs, promotions, and terminations
Team Leader - Operations
Barclays Debit & Credit Card Fraud Aftercare Team
08.2007 - 07.2013
- Managed two teams of 18 FTEs for blended and data process
- Monitored the process SLAs and set up targets for the team for internal & external metrics to be met (including SLAs)
- Prepared agent score-cards & discussed & mentored agents on their performance
- Handled all IT related issues of the team and did necessary follow up
Barclaycard Fraud Aftercare
08.2006 - 08.2006
- Accountable for Quality checks also in charge of DCP (Data Collection Plan)
- Handled debit & credit card frauds
Process Mapping
04.2006 - 08.2006
- Created standard operating procedures for Sparsh
- Prepared process flow-charts using Microsoft Visio
- Handled and mapped processes for HLL – Sangam, Citi-Financial, Citi-Insurance, HDFC – Life Insurance, Air-India, MTNL
British Midland (BMI)
01.2005 - 03.2006
- Handled calls for General Reservations for UK clients
Education
Diploma in Computer Application -
National Institute of Information Technology
IndiaPG Diploma in Travel & Tourism Industry -
University of Mumbai
IndiaBachelor of Commerce -
University of Mumbai
IndiaSkills
- Operation Management
- Strategic leadership
- Transitions Management
- Operational Strategy
- SLA Management
- Auditing & Governance
- Performance Monitoring
- Stakeholder Management
- People Management
- Employee Relations
- Training & Development
- Business Development
- Service Delivery Management
- Compliance Management
- Project management tools
- Data Visualization Tools
- Project management tools
Preceding Assignments
WNS Global Services, India, British Airways - PRA & Revenue Management Support, 02/01, 10/04
Profile Snapshot
Seasoned Operations Leader with 20+ years of experience driving operational excellence, business transformation and large-scale service delivery across the Banking, Healthcare and Airline Industry. Expertise in operations management, transition and workforce planning, stakeholder and client relationship management, and process optimization. Proven ability to lead high-performing teams, execute strategic initiatives, manage complex transitions and deliver measurable business outcomes through data-driven decision-making and continuous improvement.
Accomplishments
- Won the Annual I-Sparkle Award for Best Team Leader consecutively for 2011, 2012, and 2013.
- Won the Annual I-Sparkle Award for Best Team Manager for 2014, 2016, and 2017.
- Encore Award Winner for FY2025 for significant contributions in the areas of client delight, operational rigor, engagement championship, and people advocacy.
- Recognized for PDO Bravo Dashboard for exemplary performance as Operations Manager in August 2025.
Timeline
Delivery Operations Manager
Accenture
02.2025 - Current
Manager - Operations
Accenture
06.2022 - 01.2025
Manager – Leadership & Development Team
Teleperformance Global Services Pvt Ltd
05.2019 - 05.2022
Assistant Manager - Operations
Barclays Commercial Payments
05.2018 - 05.2019
Assistant Manager - Operations
Barclays Debit & Credit Card Fraud Aftercare Team
08.2013 - 05.2018
Team Leader - Operations
Barclays Debit & Credit Card Fraud Aftercare Team
08.2007 - 07.2013
Barclaycard Fraud Aftercare
08.2006 - 08.2006
Process Mapping
04.2006 - 08.2006
British Midland (BMI)
01.2005 - 03.2006
Diploma in Computer Application -
National Institute of Information Technology
PG Diploma in Travel & Tourism Industry -
University of Mumbai
Bachelor of Commerce -
University of Mumbai