Sana Nisar

• Owned end-to-end client onboarding and lifecycle management for compliance & staffing solutions, contributing to 50-60% growth in recurring revenue.
• Reduced average onboarding TAT by 50% through process optimization and stakeholder alignment.
• Developed enterprise vendor compliance frameworks, reducing legal risk and increasing audit readiness.
• Drove 85-90% client retention via proactive support, periodic QBRs, and satisfaction evaluations.
• Aligned legal, audit, and HR teams to deliver integrated compliance service models.

• Led end-to-end SaaS implementation of Provana's ICAP Speech Analytics tool for mid-market clients.
• Improved adoption and engagement through tailored onboarding, success planning, and custom dashboards.
• Drove retention by conducting strategic QBRs, aligning CSAT/NPS goals, and executing cross-sell motions.
• Increased NRR through upsell opportunities and trial-to-paid conversion optimization.
• Collaborated with sales and product teams to resolve escalations and maintain client satisfaction.

• Led research and GTM strategy for Provanas standalone products (ICAP, IPACS) in new U.S. verticals.
• Coordinated onboarding, process documentation, KPI/TAT setup, and stakeholder alignment for new implementations.
• Mentored teams, handled SOP QA, led transition planning, and initiated process audits for scalability.

• Handling the process of “Defined Benefits (DB)”
• Led end-to-end management of pension payment transitions for more than 57 plans, developing a team of eight professionals.
• Facilitated communication with U.S. trust contacts to ensure prompt disbursement and resolution of issues.
• Maintained SLA adherence and audit compliance through effective reconciliation processes.
• Perform core job which includes the research work and the manual calculation relating to the Benefits pertaining to the Pension which includes Death, FAP, Service, and Benefit Amount calculation of the Participant.
• Managed front-end client relationships and backend plan lifecycle processes.
• Trained new associates, handled transitions, and improved SLA/TAT adherence.
• Developed SOPs, training modules, and led audits for quality and compliance.
• Handling the major research & analysis work and providing resolution to the service requests which includes in-depth research of Plan Provisions and Requirement Documents
• Directed Defined Benefits operations while managing significant international client relationships.
• Subject Matter Expertise (SME) for the majority of the processes, and resolving any discrepancies or escalating.
• Taking care of the Pension Payroll Process for the employees, including pre-and Post file checks, Balancing, and Reconciliation of the data provided by the Trust.
• Responsible for formulating and updating the processing guidelines (SOP) for the Ongoing Client Processing group taking care of documentation and updating the same with new updates.
• Getting in touch with clients and defines planning and execution of various activities; adept in managing business operations with focus on top-line & bottom-line performance and expertise in determining company’s mission & strategic direction.
• Ensuring the work is done in acceptable timeframe. Keeping a close eye on SLA and TAT for the team.
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People Management

• Leverage the talent/resources on the team to generate results.
• Monitor colleagues' performance to ensure that results are achievable in an efficient and effective way
• Conduct Necessary performance conversations with colleagues. Responsible for the team, yearly performance conversation
• Responsible for team, Yearly Performance Conversation.
• Educate, reinforce, and hold associates accountable for behavior that supports organizational policies and guidelines (e.g. Code of conduct, Data Privacy, POSH)

• Handling the process of "H&W' and “Defined Benefits (DB)
• Handled SOP standardization, process audits, and client reporting.
• Led workforce allocation, process training, and issue resolution across teams.
• Recognized by leadership and clients for training quality and report accuracy.
• Training and Development for the team – Domain.
• Inventory management