Sreshta Karakkal-Suryavanshi

• Vendor Selection – Identify, evaluate and select vendors, aligned
  with goals and quality standards of the organization.
• Manage End to End Vendor service relationships for over 30 vendors-PAN India which includes, but not limited to Sourcing, Contracting, Negotiation and Third Party Risk Management.
• Collaborate with cross-functional teams to gather intelligence
  around potential vendors, basis their capabilities, capacities, pricing
  and offerings
• Conduct periodic Assessments for Suppliers in scope (Third party risk, Information security and Third party Cyber Assurance)
• Work closely with the EDMG-Enterprise Data management Governance teams to ensure compliance to enterprise Data Transmission requirements and standards.
• Lead negotiations for Contracts and Agreements.
• Collaborate with Legal and Procurement teams to develop robust
  contracts to mitigate any risks arising out of Third party relationships.
• Monitor Contract Compliance and manage contract variations, if any.
• Develop and Implement KPI’s to measure vendor Performance
• Lead several Vendor Management and Internal controls projects
  for the organization - (Vendor optimization, Contract Standardization & DPDPA - Digital personal Data Protection)
• Implement off boarding processes for suppliers, basis performance
  and other factors, ensuring compliance with established processes
  with Minimal to No Operational disruption.
• Support relevant governance routines to report on Third Party
  service levels, risk status, and program management as needed, to
  support business decisions such as external procurement strategy
  and rationalization of Third Parties.

• Manage End to End Vendor/Supplier life cycle for over 30 Vendors
• Involved in RFP processes which comprises of new vendor selection, vendor onboarding, Due Diligence of third Parties, Rate negotiations, liaising with Finance, Procurement, legal, Enterprise Data Management and other internal stakeholders to ensure smooth and timely closure.
• Execute Vendor Management Program deliverables, ensuring necessary documentation is completed and implemented consistently across the portfolio.
• Manage Risk & Vendor compliance assessments for applicable vendors and ensure periodic risk re-certifications are completed on time.
• Coordinate with Compliance, Risk and GIS teams to close any control gaps identified in these assessments.
• Monitoring of vendors/supplier performances and adherence to their contracts.
• Supports relevant governance routines to report on Third Party service levels, risk status, and program management as needed, to support business decisions such as external procurement strategy and rationalization of Third Parties
• Responsible for identifying and mitigating vendor risks and issues, including Compliance risks associated with Laws, Rules and Regulations aligned to related vendors.

• Documenting Vendor-level Risk and ensuring completion of other deliverables as required by the Program
• Managing and monitoring Vendor performance throughout the lifecycle, including ensuring appropriate onboarding and termination of Vendors
• Establishing management routines with Vendors and key stakeholders
• Establishing and maintaining appropriate risk and performance oversight routines with Vendors
• Contractor forecasting: Work with senior leaders to understand business forecast and work with vendors to build a contractor pipeline, across various technologies
• Single point of ownership for all IT solutions and services rendered by external vendors, used by BACI.
• Preparing and Reporting Vendor Performance Scorecard and other leadership dashboards
• State Labor Law Compliance – Work with external labor auditors in ensuring labor law compliance for all IT vendors

Managing complete operations for Mortgage Collections and Retentions which Includes:

• Managing a team size of 45 Team Members and Subject matter experts.
• Coordinating and conducting weekly calibrations with QA teams.
• Continuous Monitoring, coaching, mentoring and grooming of new hires before signed off
• Bottom Quartile Management for staff in early operations
• Coaching and mentoring Team Coaches and new Supervisors
• Managing & tracking the Manager unit’s performance as per targets and SLA’s in BAU Operations
• Preparing & publishing weekly and monthly Performance Dashboards for senior leadership
• Maintaining Critical To Compliance (CTC) metrics, as Site Lead (Mumbai), within the defined control limits
• Handling CSAT score for the team, depicting excellence in customer service and product knowledge for the Mortgage Collections Process

• Managed Ticketing and Sales desk for UK and Australian Market for Etihad Airways.
• Managed End to End Operations of the Contact Center with a team of 32 associates
• Primarily focused on managing teams for Ticketing, Reservations, Reissues and Ticketing using Guest Miles for Etihad Airways in Mumbai.
• Accountable for end to end management of business units which includes Staffing, Training, New Hire Certification, BAU Ops, BCP, WFM / MIS and Dashboard Reports.
• Liaising with all Ticket offices in ABU Dhabi, UK, US and Australia to ensure smooth functioning.
• Handling customer Escalations/Grievances.
• Responsible for Cross Skill Training for Existing & new batches

• Managed a team of 22 Associates responsible for serving customers of Delta Airlines (Baggage, reservation and ticketing using World Tracer and CMS
• Was a Client Certified Process Trainer for 26 batches across MUM, Pune.
• Efficiently handled 14 Pre-Ops batches
• Developed associate performance scorecard and summary reports.