Shweta Sharma

• Lead end-to-end operations with accountability for performance, quality, and client satisfaction across global portfolios.
  Built and piloted the Relationship Lead role within the Global OPA ecosystem, strengthening client engagement and governance.
  Successfully led the OPA Global Band Change Project, delivering role standardisation and on-time execution in Q3 2025.
  Drove a strong people development agenda, resulting in 13 lateral movements and promotions during 2024–2025.
• Established performance metrics, reviewed operational policies, and implemented process improvements aligned with best practices.
• Fostered a culture of trust, integrity, and accountability with internal and external stakeholders.

Sr. Team Leader - August 2021 - Nov 2023

•Selected for Project Alliance, supporting CSN SBS teams and consistently delivering results across all customer service metrics.

•Managed day-to-day floor operations, driving best-in-class performance, engagement, and adherence.

•Led performance management for top and bottom performers through structured coaching and feedback frameworks.
• Partnered cross-functionally to identify service gaps and implement process and efficiency improvements.
• Played a key role in Darwin project transition, ensuring operational continuity and team readiness.

Team Leader - Operations

Past Due ( Low & High Balance ) 2015 - 2019

•Led teams across Low, Medium, and High Balance US Past Due portfolios, consistently delivering top-of-stack results.
• Managed teams of up to 16+ members, driving strong collection performance and customer outcomes.
• Transitioned to High Balance Past Due based on sustained performance excellence.
• Strengthened team capability through targeted coaching, skill development, and performance interventions.
• Mentored future leaders, supporting career progression and operational stability.

High Risk Lending – Financial Relief Programme (FRP) Aug 2019 – Jul 2021 •

•Supported FRP enrolments, maintenance, and collections during critical customer relief periods.
• Built high-trust customer relationships while balancing risk management and customer advocacy.
• Mentored new hires and tenured colleagues, accelerating learning curves and performance readiness.
• Managed daily operations and ensured alignment with organizational goals and compliance standards.

Lead Credit Specialist – US Corporate Cards Feb 2010 – Aug 2012
•Delivered best-in-class results as a Credit Specialist; promoted to Job Content Coach.
•Trained and certified 8+ consumer and corporate batches with top certification outcomes.
•Strengthened process knowledge, quality adherence, and service excellence. —

Process Developer – Genpact, Gurgaon Jul 2006 – Nov 2009

•Worked on B2B collections and later transitioned to Cash Applications (Oracle and SAP).
•Built dashboards, maintained monthly performance stacks, and improved reporting accuracy.
•Initiated process enhancements for wire transfers and direct debit postings.
•Ensured secure handling of sensitive customer data and reduced operational risk.