Shweta Sharma

• Monitored colleague performance and developed improvement plans.
• Oversaw quality control processes, maintaining high standards for all client servicing needs
• Reviewed and revised operational policies, aligning procedures with best practices and regulatory requirements.
• Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction & as a result 13 lateral movements & promotions through the course of 2024 - 2025
• Built and Piloted Relationship Lead Role in the Global OPA ecosystem
• “Managed end-to-end execution of an OPA global band change project, driving role standardization and delivering results on schedule in Q3 2025.”
• Analyzed performance data to identify trends, making strategic decisions to boost operational success.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Established performance metrics, driving accountability and recognizing outstanding achievements.
• Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
• Provided exceptional service and support, going extra mile to retain clients
• Cultivated and maintained long-term relationships with clients to support retention and enhanced services
• .Operated with high integrity, built trust and earned sustained credibility with internal and external clients.
• Developed customized solutions to meet individual client needs, enhancing satisfaction and loyalty.
• Cultivated strong client relationships through regular communication, addressing concerns promptly and efficiently.
• Fostered a culture of excellence within the client management team, setting high standards for performance.
• Managed the entire Colleague engagement & Experience team catering to 500 colleagues in the Global Premium experience team in 2024 and Global OPA teams in 2025

Sr. Team Leader - August 2021 - Nov 2023

Selected to be a part of Project Alliance in August 2021 to support CSN SBS teams along with 12 front line colleagues and delivering great on all customer service goal sheet metrics

• Took over permanent position of Team Leader in SBS effective April 2022 onwards
• Working closely with the team and support them to come up the learning curve in SBS
• 5 Colleagues have been groomed and aligned with larger teams in SBS for support in terms of process
• Working closely with new hires and some tenured colleagues in the team to close the year at G1 targets in all core metrics
• Passionately working with CEAT teams and New Hire Star Trek Program Team ensuring 360 degree engagement of the entire SBS & DGT Process
• Mentoring and Supporting the Interim Team Leaders & Tenured colleagues of the process in their overall development
• Team did start doing Value Generation from June onwards hence closely mentoring team and supporting them to be best in class in terms of the VG results too

Functional responsibilities overall :

- Driving High Energy on the Floor
- Driving Best in class Performance
- Meet and exceed shareholder and customer results
- Manage day to day functioning including operations floor management
- Run segment level Reward / Recognition programs
- Strengthen the team by providing effective support, performance management; timely coaching & feedback and helping them acquire knowledge & skills.
- Partner with other Team Leaders and enable functions to drive performance
- Initiate process improvements by identifying service delivery gaps and offering solutions for the same.
- Managing the Bottom Performers and support them to come up the learning curve
- Monitoring Calls.
- Payer culture certified
- Daily reporting of the progress on targets and adherence metrics.
- Supported Darwin project and actively was a part of transitioning
- Conducting huddles, sessions and process refreshers.
- Managing the leaves for the portfolio

Team Leader - Operations

Past Due ( Low & High Balance ) 2015 - 2019

• Job posted as a Team Leader operation in June 2015 and worked with Low Balance Past due till 2017
• With Consistent Top of the stack results delivered in Low Balance Past Due segments moved to US Credits High Balance Past due in 2017 and worked till mid 2019 handling all operational activities
• Led team of 16 members while providing exceptional collection and customer results
• Enhanced operational performance by consistent focus on bottom performers and supporting them to shorten the learning curve
• Strengthen the overall team by providing effective support, performance management, timely coaching & feedback and helping them acquire knowledge & skills.
• In my tenure as a leader with Past Due did work on both High , medium and low balance American Express accounts

2019 - 2020 - High Risk Lending

• Started working with US Credits High Risk Lending Portfolio from August 2019 till May 2020 with a new hire batch and delivered best in class collection results
• Built strong relationships with customers through positive attitude and attentive response
• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Conducted training and mentored team members to promote faster results with accuracy and commitment to friendly service
• Planned, managed and directed daily board operations at a team and segment level
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
• Mentored and guided employees to foster proper completion of assigned duties

Financial Relief Program teams

Worked with all FRP (Financial Relief Program teams from June 2020 till July 2021, this includes sub segments like FRP Enrollments FRP Maintenance and FRP Collect

• Worked in the capacity of Team Captain from 2014 May for US Credits Low Balance Past Due team taking care of all operational activities
• Challenged teammates to get better and work harder by providing constructive feedbacks on day to day activities
• Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
• Acted as positive role model to set tone for program and enhanced leadership credibility with teammates and coaches.
• Responsible for managing the group of bottom performers and support them with the results

• Started the journey with blue box in US Corporate cards handling corporate account collections
• Worked as a Credit Specialist and delivered best in class results both the years, Promoted & worked as Job content coach from 3rd quarter of 2012 till mid of 2014 and handled almost 8 plus consumer and corporate batches with the best certification results ,
• Promoted and worked as Team Captain from

• Joined Genpact as a Process Specialist and dialed for a Focus Portfolio in a B2B collection process "TFS"
• Transitioned to Cash Application and worked on Oracle and SAP
• Managed and prepared the Dashboards for the process and maintained monthly stack for the Team
• I initiated the process of posting Wire Transfers and Direct Debits from web cash.
• Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles
• Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk
• Followed implementation of new processes, collaborated with stakeholders and tracked progress
• Researched and resolved discrepancies to maintain accuracy