Soumik Bose

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• Lead and manage a team of 40 operations specialists across the APAC and EMEAL regions, ensuring high-quality deal desk support and operational excellence.
• Act as the primary point of contact (POC) for client escalations and feedback, conducting Root Cause Analysis (RCA), and implementing corrective and preventive actions.
• Conduct daily Start-of-Day (SOD) sessions to align the team on priorities, deliverables, and performance expectations, while ensuring adherence to governance standards.
• Drive performance management through structured feedback, coaching sessions, and development plans to enhance team productivity and quality.
• Manage annual performance appraisals, and support career development initiatives for team members.
• Prepare and present Weekly Business Review (WBR) decks, facilitating discussions with the client to review operational metrics, insights, and improvement opportunities.
• Support program ramp-up activities by conducting candidate interviews, and assisting with team expansion.
• Lead client onboarding for new hires, ensuring they understand process workflows, quality standards, and client expectations.
• Participate in regular client cadence calls to ensure operational sustainability, address challenges, and identify opportunities to improve processes, and enhance sales sentiment and experience.
• Fostered a culture of continuous improvement by holding regular team meetings to discuss best practices, and share knowledge across the program.
• Developed strong partnerships with cross-functional teams to improve overall business performance.

• Managed a 30-member team, consistently driving high performance by optimizing productivity, ensuring quality standards, and maintaining strict adherence to operational guidelines.
• Proactively collaborated with cross-functional teams to identify and resolve process roadblocks, ensuring seamless operational flow.
• Team is specialized in data annotation and rating to optimize Core ML model training across diverse vendors, while also conducting human search evaluation to refine digital business operations and enhance end-user satisfaction.
• Team is also working on labeling of PII data in Trust and Safety space along with data wrangling activity.
• Collaborated closely with on-site engineers to analyze diverse data sets for data science projects and ensure timely delivery of key deliverables.
• Preparing end of the day reports on productivity, quality, and AHT
• Conducting SOD sessions to set expectations to ensure team to achieve BAU targets.
• Managing year-end appraisals and doing BQ management.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.

• Accounts Payable Invoice processing in travel and expense management process.
• Managing a team of 25 headcount with a focus on performance and team to achieve the key deliverables.
• Coaching and mentoring through one-on-one feedback sessions.
• Preparing weekly performance review decks.
• Handling urgent client emails and allocating invoices.
• Preparing daily productivity and utilization reports.
• Conducting team sessions to ensure TAT compliance.
• Knowledge in attrition and shrinkage management.

• Handling team activities as a subject-matter expert (SME).
• Responding to client emails, and managing urgent accounts.
• Allocating daily invoices, and monitoring team productivity.
• Conducting daily team sessions to ensure TAT.
• Performing quality check audits on processed invoices.
• Updating work instructions based on process changes.
• Conducting training for associates, and handling Snow tickets.
• Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
• Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
• Mentored junior team members, contributing to their professional growth and development.

• Managing partner relationships and student enrollment for NSDC PMKVY project.
• Resolving issues and grievances raised by partners and students.
• Coordinating student bank account openings and Aadhaar collection.
• Ensuring operational processes from enrollment to certificate issuance.
• Data management and analysis for operational activities.

• Warranty administration and Service Operations Management
• Monitoring warranty WIPs and coordinating document uploads in SAP CRM & ECC (Dealer Operating System).
• Managing warranty operations across multiple branches in East and South East regions.
• Preparing claims and transmitting them to Caterpillar.
• Conducting training sessions for warranty and various service functions.
• Managing invoicing and dispatching failed parts to the principal.
• Coordinating with the branches for timely sending of the warranty failed parts.