SONIA K NAGWEKAR
Senior Manager - Client Services And Risk Management
Bangalore
Summary
Dynamic professional with extensive hands-on experience in client services, risk management, and operational excellence. Proven ability to navigate challenges through strong problem-solving skills and a proactive approach to new tasks. Recognized for adaptability, creativity, and a results-oriented mindset that consistently delivers impactful outcomes. Committed to adding strategic value to organizational vision and goals by making meaningful contributions that enhance overall performance.
Overview
23
23
years of professional experience
Work History
Senior Manager
Omnicom Global Solutions
07.2023 - 10.2025
- Develop and nurture strong relationships with executive-level stakeholders at Omnicom Networks by continuous collaborations and strategic initiatives.
- Identify and pursue opportunities with New Agencies for account growth through scalability of skills in collaboration with the Delivery team.
- Provide insights to the Human Resource team based on client feedback to improvise on key people metrics.
- Involved in building the framework on integrated utilization dashboard to help agencies track monthly staff utilization and work on the full array of capabilities available.
- Roadshows conducted with various agencies to showcase OGS talent capabilities and skill offerings and increasing number of roles to be offshored.
- Facilitating Onboarding of deployed resources to the Agencies and setting expectations on operational decorum.
- Strategizing with various Agencies on role requirements, Onboarding and Utilization of resources.
- Lead the Daily standups with the Practice Areas to provide updates, highlight issues on delivery, recruitment and sustainability of roles on a case-by-case basis.
- Ensuring the target set for Client Success under Omnicom Health Group is met month on month thereby positively impacting the net revenue for the account.
- Completing Monthly delivery check ins with the team to ensure the health of the engagements and discuss efficient utilization Methods on the skill offerings.
- Responsible and accountable for the Statement of work (SOW) for each role between OGS and the Agency to ensure the agreed rate, roles and responsibilities and schedules are aligned with the agency requirement.
- Facilitating actions for the Networks to ensure they are executed at each department in OGS (Omnicom Global Solutions).
- Working with the Agencies to strategically put in place various SOPs for various policies and procedures i.e. Onboarding and Offboarding guidelines, Contract approval process, Deployment decorum, Overtime policy etc.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
Audit Manager
i95Dev
11.2020 - 06.2023
- Managed responsibility of cascade and implementation of Process Health Assessment (PHA) which adhere to the ISO standards in the Delivery teams.
- Regular monitoring and adherence check within each project, provide feedback to the managers and report trends and risks.
- On a Quarterly basis, discuss PHA trends and improvement with the Leadership team.
- Conduct regular training with the project teams on implementations of new procedures and templates.
- Responsible for creating, documenting and validating company policies on IT policies, Information Security and HR Policies.
- Direct involvement with an HR consultant on creating a robust Organizational Brand strategy for potential talent and new hires.
- Instrumental in leading the Organization towards achieving ISO 9001 and ISO 27001 certification by identifying gaps for IT, HR, Delivery, PMO and Admin team.
- Worked with each department stakeholder in coming up with solutions and highlighting to the leadership team on the criticality of bridging these gaps as early as possible along with assessing the financial impact to the company.
- In line with the ISO standards, assisted in putting together the Terms of Reference (ToR), Risk Register including conducting the Risk management committee meeting where risks at a department level and Organization level were tracked.
- Responsible for regularly updating the Risk Register for each department month on month and highlighting High Risk issues to the Leadership Team.
- Worked with the IT Team closely in putting together importance practices like maintaining and checking server logs, regular firewall checks, maintaining Asset Register, Data classification, contact with Special Interest groups and Incident reporting.
Operations Manager
QLC India Pvt. Ltd
10.2018 - 04.2019
- Responsible for Client Relationship Management of existing customers as well as pitching for new product deals.
- Achieving and exceedingly monthly Inside sales revenue targets which formed 70% of revenue for QLC.
- Managing the HR teams and reporting to the Director on weekly recruitment, people issue which included cross site offices.
- Worked with the Technical team in building the Annual scorecard for the Company.
- Implemented and documents HR policies with regards to Performance management, disciplinary action as well as reward programs.
- Guiding the Customer Service in terms of analysis on customer feedback and lead generation.
- Managed the Admin team in terms of meeting set ups, cross site offices, new office locations.
Manager - Frameworks & Control Testing
Capita India Pvt. Ltd.
07.2009 - 10.2017
- Liaising with top management for evolving strategic vision, driving change, infusing new ideas and taking product business performance and productivity to the next level.
- Leveraging business, creating product solutions and turned around new initiatives into profit-making ventures.
- Spearheading business processes, strategy, inclusive of researching, establishing & developing new processes.
- Establishing corporate strategies for achievement of top-line & bottom-line targets; handling operations related to business planning and analysis for assessment of revenue potential in business opportunities.
- Forecasting and formulating business budgets on a monthly / annual basis, and instituting internal checks to ensure that the expenses are within budgets.
- Planning human resource requirements in consultation with heads of different functional & operational areas and conducting selection interviews; Providing direction, motivation & training to the operational teams for ensuring optimum performance for all operational sales related departments.
- Ensuring that mandatory Framework principles and processes are implemented, embedded and enforced in a consistent manner within all local operations, including their policy administration suppliers.
- Providing analytical view of Control testing reports and recommendations to Operations on resolutions; Assisting to identify opportunities for continuous improvement and efficiency savings.
- Managing the specific Framework in terms of key point of contact, key expert, maintaining local framework documentation, ownership of generic actions and continuous improvement focus.
- Updating Quarterly and Annual Framework Requirement Assessment (FRA) based on an objective and independent assessment of all the evidence available.
- Ensuring the process is adhering to the Frameworks as laid down by the Financial Services Authority by putting robust and effective controls in place which have been signed off by Onshore Frameworks and Compliance.
- Managing and driving the T&C framework across Capita India account including documentation adherence as per the framework.
- Supervising a team of 150+ Associates, 9 Process Leaders & 8 Team Leaders.
- Taken over as the T&C Framework owner for Capita India where the responsibility of ensuring proper embedment of the framework across all accounts in including documentation adherence.
- Heading the Zurich/Abbey Life/CSIPS Operations covering over 250000 policies.
- Validating important management reports providing details on Monthly Quality trends and analysis and SLA analysis sent to the end client.
Team Manager, Credit Card Services - E-mail Process
JP Morgan Chase
01.2003 - 09.2008
- Managed business operations with key focus on bottom line profitability and customer satisfaction by ensuring optimal utilization of resources.
- Augmented new business through key accounts & establishing strategic partnerships & dealer relationships to increase channel revenue.
- Planned human resource requirements in consultation with heads of different functional & operational areas and conducting selection interviews.
- Implemented corporate guidelines at dealerships to maximize and accomplish revenue and collection targets; upgrading existing dealer infrastructure.
Education
No Degree - Risk Management
Institute of Risk Management
Bengaluru, India 04.2001 -
Bachelor of Arts - Sociology
Sophia College of Arts
Mumbai 04.2001 -
Skills
Strategic planning
Workforce skill enhancement
Process optimization expertise
Strategic resource management
Risk mitigation strategies
Client relationship management
Collaborative partnership building
Process optimization
Accomplishments
Omnicom Global Solutions:
- Awarded “Annalect Team of the Quarter” for leading the Transformation Management team on delivering strategic initiatives at a functional level.
- Awarded first prize at the “Ideathon” program where my idea was appreciated to develop process improvements on Client Success scorecard to monitor regular KRA’s at a functional level.
- Exceeded Yearly revenue target to close the year at $5.3 Million for the Client Success Team aligned to Omnicom Health Group.
i95Dev(Jiva Internet Solutions Pvt. Ltd)
- Ensured success of the Organization in getting ISO 9001 & 27001 certified and recertified in 2022 and 2023 respectively.
Capita India Pvt. Ltd
- Recorded Imparted People Engagement practices and effective career planning due to which attrition percentage in the process has come down from 48% in 2012 to 25% in 2014
- Instrumentally developed TCF (Treating Customer Fairly) initiatives adhering to all regulatory requirements of the UK frameworks including governance by the FSA (Financial Services Authority).
Timeline
Senior Manager
Omnicom Global Solutions
07.2023 - 10.2025
Audit Manager
i95Dev
11.2020 - 06.2023
Operations Manager
QLC India Pvt. Ltd
10.2018 - 04.2019
Manager - Frameworks & Control Testing
Capita India Pvt. Ltd.
07.2009 - 10.2017
Team Manager, Credit Card Services - E-mail Process
JP Morgan Chase
01.2003 - 09.2008
No Degree - Risk Management
Institute of Risk Management
04.2001 -
Bachelor of Arts - Sociology
Sophia College of Arts
04.2001 -