Namrata Singh
Mumbai
Summary
Highly resilient professional with history of meeting company/client goals by utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Performance-oriented and dedicated to maintaining agility, responsiveness and efficiency of Digital content marketing operations. Successful history of bringing in top-notch staff from cross functional backgrounds, improving operational strategies and boosting team performance.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Service Delivery Ops Lead (AVP)
Accenture Solutions Pvt. Ltd.
10.2013 - Current
- Managed global digital delivery center with 4 direct / 300+ indirect reports overseeing planning, forecasting, operations/delivery management, performance governance and client relationship management for large-scale clients from varied industries including Financial Services & Oil/Gas/EV Corp.
- Services in scope includes content publishing, accessibility reviews, SEO, Analytics, UAT etc.
- Well versed with operating model of content publishing with 24by7 operations and experienced with Adobe Experience Manager (AEM)
- Highly focused on people engagement leading to zero attrition of direct reports in past 4 years.
- Increased/maintained company profits - average gross margin of 35% through performance optimization strategies and efficiency improvements.
- Basis client requirement, prepared cost reduction plan with 300k GBP savings with help from optimization and automation. More than 100% of savings target achieved in 2024.
- Leading transformation agenda for my accounts, collaborating with cross functional teams to explore and deploy AI/GenAI solutions.
- Prepared the framework for Digital Effectiveness Reporting & Insights. MVP development in progress.
- Successfully setup North American financial services account in 2018 who were new to outsourcing. Account is going strong and is already recently renewed for 5 years.
- Led major projects including website migration using sustainability enabled components, request management tool migration and CMS server migration.
- Experienced in using multiple workflow management tools including JIRA, Wrike, Optimizely, Workfront etc.
- Identified issues with production, workforce and implemented successful solutions including effective queue management/triage, optimize lead to team member ratio.
- Saved approx. USD 27k by utilizing internal leadership network to backfill billed resources with lesser/no wait time for onboarding.
- Upsell of 20+ resources in last 2 years based on relationship building with clients and understanding their requirements adding more than USD 756k
- Focused on client relationship management with monthly/quarterly 1x1s to gather feedback, discuss solutions and digital transformation ideas.
- Collaborating with client account lead, business transformation lead to pitch digital transformation/insight generation ideas to client leadership.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Improved employee satisfaction rating by realigning and revisiting people engagement policies/programs.
- Retained high performing individuals with tailor made retention strategy for every individual.
- Connected with & recognized indirect reports on frequent basis to identify areas of improvement in people management strategy and keep motivation levels high Oversaw hiring, adding valuable, talented professionals to strengthen management team.
- Maintained average NPS score of above 4.3 across all accounts.
- Active participation in upcoming RFPs.
Sales Operations Manager
Gupshup India Pvt. Ltd.
01.2013 - 10.2013
Senior Analyst - Sales & Marketing Operations
EClerx India Limited
09.2009 - 12.2012
Education
Post Graduation Diploma - Business Administration
Welingkar Institute of Management
Mumbai 01.2012 - 12.2014
Bachelor of Science - Computer Science
Ramnarain Ruia College
Mumbai 06.2005 - 04.2008
Skills
Delivery/Operations Management
Client Relationship Management
People Leadership
Finance/Accounting
Project Management
Content Marketing Operations
Business Excellence/Digital Transformation
Mentoring Women Employees
SEO
Timeline
Service Delivery Ops Lead (AVP)
Accenture Solutions Pvt. Ltd.
10.2013 - Current
Sales Operations Manager
Gupshup India Pvt. Ltd.
01.2013 - 10.2013
Post Graduation Diploma - Business Administration
Welingkar Institute of Management
01.2012 - 12.2014
Senior Analyst - Sales & Marketing Operations
EClerx India Limited
09.2009 - 12.2012
Bachelor of Science - Computer Science
Ramnarain Ruia College
06.2005 - 04.2008
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