Nirupama K. R

Responsibility: Leading cross-functional operations above 80 employees and support Tech and Science teams by providing manual moderation and labeling insights to building ML models, ensuring scalable and high-judgement solutions.
• MRCD Review: Responsible for the manual review of PV titles requiring nuanced decision-making to ensure content aligns with customer experience standards and regulatory compliance.

• Initiated and led process projects such as UAT Testing ensuring system functionality and data quality through robust user acceptance testing.

• Evaluated employee performance and conveyed constructive feedback to improve skills

• Defined clear targets and objectives and communicated to other team members.

• Trained employees on different aspects on Stakeholder, Data Analysis, Time management focused on developing key skills.

• Cross-Functional Program Leadership & Operational Excellence
  • Collaborating with internal and external cross-functional teams to optimize Standard Operating Procedures (SOPs) and operational mechanisms, ensuring readiness for new product and solution launches.
  • Successfully initiated and led multiple strategic programs within F&AP Operations, including:
  • Stargate – focused on operational governance and visibility. Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • SSC – aligning support functions with business goals.
  • Rewards & Recognition (RnR) – strengthening performance-driven culture.
  • Connections & Gemba Walks – improving employee engagement and front-line visibility.
  • SOP standardization– standardizing and enhancing procedural clarity across operations.
  • ASPIRE – development-focused initiative to identify and mentor high-potential employees.
  • All Hands & Business Updates – ensuring leadership transparency and alignment across the org.
  • Feedback Mechanisms – enabling actionable insights from employees to continuously improve operational effectiveness.

• Started as SPS Associate in 2011, quickly progressing to Mentor (2012), Associate Advisor (2013), and Team Leader (2014) managing 20+ FTEs and an SME.
• Played a key role in launching and supporting new skills and marketplaces for India and OUS (EU launch, Category Applications/Gating), serving as Asia POC.
• Drove cross-training programs to enhance team flexibility and performance across multiple lines of business.
• Led VCC Pilot Project in 2017 for Bangalore with 15 associates; post successful launch, scaled VCC to ~150 employees in 2018, owning KPIs and weekly business reviews.
• Received multiple accolades, including Best Performer, Star of the Month/Quarter, and Best Supervisor awards throughout tenure.
• Held Deemed Manager role in 2019, formally promoted in Oct 2020 to manage 5 Team Managers and 120+ associates.
• Delivered key operational metrics (KPIs), and Connection scores(employee engagement scores).
• Served as Site Lead for AHT and Quality Metrics across PAN India, driving consistent metric improvement.
• Led hiring and onboarding for VCC associates at the Bangalore site, coordinating with training and nesting teams.
• Spearheaded virtual operations management through theme-based sessions (IT, Engagement, Gemba, WTS, and Performance Management) to build a sustainable remote ops model.
• Actively resolved escalations, conducted RCA, and implemented corrective actions to ensure service recovery and root cause resolution.

• Managing the entire customer technical support Ops.
• Joined as Associate in 2009 and promoted to Quality Lead for audit process in 2010.
• Escalation Management: Working as a single point of contact for BLR Wealth operations for any urgent escalation.
• Working with different teams for effective resolutions of Escalations and responsible for analysis, reporting and reduction of Escalations.
• Taking Escalated calls of customers/advisers, making managers discretions of request keeping in mind 'Legislative requirements' and 'Customer service'.
• Identify and address systemic errors and process inefficiencies.
• Liaise with internal stakeholders: Liaise with various stakeholders for the performance of the process, key parameters and to implement quality controls.
• Involved in Training of candidates as per the New transition process requirement.