Parul Semwal

• Process Management: Develop and implement efficient operational processes to enhance productivity.
• Leadership: Supervise and mentor staff, fostering a positive work environment.
• Budgeting: Manage budgets and forecasts ensuring financial targets are met.
• Performance Monitoring: Analyse operational metrics to identify areas for improvement.
• Compliance: Ensure adherence to industry regulations and safety standards.
• Strategic Planning: Collaborate with senior management to develop long-term operational strategies.
• Problem Solving: Address operational issues and implement solutions to enhance efficiency.
• Client Relationship Management: Build and maintain strong relationships with key clients.

• Managing 8 Team Leaders with 2 SME's along with 100-150 agents
• Responsible for the achievement of client metrics- Productivity, Utilization, Quality and timelines for project delivery
• Preparing and Leading business reviews across cross functions (Weekly, Monthly and Quarterly)
• Drive People engagement, development and wellness activities

• Leading, motivating, and coaching the team to meet and exceed targets and drive process excellence
• Process training, leading process quality calibrations to improve the FPY score from 92% to 98%
• End to end creation of training documents to help agents with the new updates and process changes

• Managed effective knowledge transfer for 120 batches, size ranging from 5 to 20 employees. Conduct refresher training in collaboration with the Quality Team for the defaulters
• Identification of training needs by Implementing 3 dimensional grooming program
• Content development and effective knowledge transfer via Tool used - EPIPLEX.
• Manage training dashboards, Incubation trackers and monthly/ weekly reports

• Managing the entire “Accounts Payable” process for the assigned client with 8 locations having 200 plus vendors
• To ensure SLA, TAT & Quality within the process

• Worked in Gulliver Travels (GTA) process for Overhead Expenses Management managing end-to-end ‘Invoicing process’ for the assigned client for over 100 vendors

Managed the pricing for Octopus & E-bookers website based on the competition pricing analysis