Hi, I’m
Roshan Ahmed
Service Delivery Ops (Team Lead)
Mumbai,MH
Summary
Results-driven MBA and PMP-certified Operations Professional with over 11 years in content moderation, digital marketing, and media partnerships. Expertise in implementing data-driven improvements to enhance efficiency and business impact. Skilled in team management and cross-functional collaboration, delivering innovative solutions that align with organizational goals and exceed client expectations.
Overview
3
Languages
3
Certifications
11
years of professional experience
Work History
Accenture Solutions Ltd
Team Lead
2016.04 - Current (10 education.years_Label & 3 education.months_Label)
Job overview
Led 20-member team in managing email support operations, ensuring high-quality service delivery.
Directed cross-market governance across India, Pakistan, Bangladesh, and ROW to ensure uniform SLA/KPI performance for content moderation.
Improved efficiency and quality through RCA-driven insights and focused deep-dives, reducing process variability.
Enhanced efficiency and quality through RCA-driven insights and focused deep-dives minimizing process variability.
Demonstrated expertise in digital marketing account management.
Coordinated cross-market governance across India, Pakistan, Bangladesh, and ROW to achieve consistent SLA/KPI performance in content moderation.
Kotak Life
Deputy Manager
2015.12 - 2016.04 (4 education.months_Label)
Job overview
- Verified client details and collected premiums to maintain data integrity and support accurate claims processing. Coordinated and scheduled medical tests, enhancing efficiency in claims management.
- Facilitated the policy issuance process between operations and underwriting teams to ensure timely delivery.
- Managed customer grievances and coordinated sales and after-sales requests to enhance client satisfaction.
- Created business review data scorecards, rosters, and performance summaries to facilitate informed decision-making.
Education
Jaipur National University
Master of Business Administration
2018-01
University Overview
- Duration 2016 -2018
- GPA: 1st Class
Skills
Team performance management
Leadership development
SLA and KPI management
Stakeholder engagement
Learning governance
Data analysis and reporting
Digital advertising expertise
Learning governance
Learning governance
Certification
Microsoft Office
Accomplishments
• Encore - Star of Business Award
• Encore Core Value Champion Award
Timeline
Team Lead
Accenture Solutions Ltd
2016.04 - Current (10 education.years_Label & 3 education.months_Label)
Deputy Manager
Kotak Life
2015.12 - 2016.04 (4 education.months_Label)
Jaipur National University
Master of Business Administration