Swati Kanwar

Corporate Travel Customer Success and Service Delivery professional managing a ₹200 Cr portfolio across multiple industries, including Telecom, F&B, Education, and other enterprise segments. Serves as the primary point of contact for corporate clients, ensuring seamless delivery of travel programs aligned with business objectives, cost efficiency, and high traveler satisfaction. Brings strong expertise in client engagement, performance monitoring, business reviews, and cross-functional coordination to drive operational excellence and long-term client relationships.

Key responsibilities:

· Manage and grow a ₹200 Cr+ corporate travel portfolio across diverse industry segments

· Build and maintain strong client relationships through regular engagement and proactive communication

· Design, optimize, and manage corporate travel programs aligned with client objectives and policies

· Conduct periodic business reviews, presenting performance metrics, insights, and improvement plans

· Monitor and report on key metrics such as travel spend, policy compliance, SLAs, and service performance

· Coordinate with Finance, Technology, and Operations teams to ensure accurate reporting, invoicing, and delivery

· Manage client escalations, disruptions, and critical issues, ensuring timely resolution and minimal impact

· Proactively update clients on industry trends, best practices, and travel management technologies

· Drive process improvements and preventive controls to enhance efficiency and avoid recurrence of issues

• Leading and managing implementation of new business acquired. Establishing the business requirements into a robust design and maintaining communication (action items, issues, changes, risk) to ensure smooth onboarding experience to the client during the entire lifecycle of the the implementation. Collaborate with client, operations, finance to ensure all processes are adhered to throughout the implementation process. Develop and manage detailed project plan. Prepare and provide weekly, monthly, key milestones updates. Training the users at client’s end and internal workforce for the process flow.
• Key Responsibilities:
• To facilitate the onboarding process for new corporate clients. This involves collecting and verifying client information, setting up accounts, collaboration with IT and technical teams, training and support to clients on company’s products, and ensuring all necessary legal and regulatory requirements are met
• Build and maintain strong, long-term relationships with corporate clients by understanding their needs, expectations, and goals
• Act as the main point of contact for clients, addressing their inquiries, resolving issues, and ensuring their satisfaction with the company’s products or services
• Focus on retaining and growing existing client accounts by identifying opportunities to upsell or cross-sell additional products or services
• Monitor and analyze key performance indicators to assess the health and success of client accounts and develop strategies for improvement
• Prepare and present regular reports to clients on the performance of their accounts, outlining achievements and areas for improvement

• Responsible for transition: realigning the entire setup liaising with Operations team, preparing training modules and process documents, designing process improvement plans in existing set up ; responsible for setting up the quality process for ETS and ensuring upbeat customer satisfaction. Identifying loopholes and misses to amend the existing systems and synchronizing across the offices. This also includes monitoring the progress of projects delivery and ensure timely and effective communication of project status, schedule, cost, and assessment of risks/issues and preparing dashboards. Working closely with Business Leaders on Strategic planning and data analytics. Responsible for setting up and stabilizing transitions in the organization. Training the new hired for processes and day to day activities. Prepare client reviews to demonstrate their business trends and demonstrate maximum value addition and improvement in business from travel management program.
• Key Responsibilities:
• To develop project plans, including defining objectives, scope, timelines, and resource requirements for client
• To lead and manage project teams, assigning tasks, setting goals, and providing guidance to ensure the successful completion of projects
• Create and present project progress reports, including key performance indicators (KPIs), to senior management and stakeholders
• Develop account plans that outline strategies for achieving the client’s goals and growing the account.
• Understand the client’s needs and requirements by conducting regular needs assessments and ensuring the delivery of solutions that meet those needs.
• Focus on retaining existing clients by ensuring they are satisfied with the services or products and addressing any concerns promptly.
• Monitor and analyze key performance indicators (KPIs) related to the account and develop strategies for improvement.
• Act as an advocate for clients within the organization, ensuring their needs and concerns are addressed.

• Was responsible for setting up Training department and developing Quality function in startup company. Role was to conduct Process trainings and Quality sessions. Was also responsible for setting up systems & processes for smooth functioning of the business.
• Key Responsibilities:
• Implement processes to monitor and assess the quality of work produced by team members, whether it’s in customer service, product quality, or any other area
• Define key performance indicators (KPIs) and quality metrics that team members should meet, and regularly evaluate their performance against these benchmarks
• Provide constructive feedback and coaching to team members to help them improve their performance and adhere to quality standards
• Identify training needs based on quality monitoring and performance evaluations, and coordinate appropriate training programs or interventions
• Create and implement training programs to onboard new team members and enhance the skills of existing team members
• Provide ongoing mentoring and coaching to team members, offering guidance and support to help them reach their full potential
• Ensure that team members are trained on regulatory and compliance requirements that are relevant to their roles

• Responsible for leading a team of Quality Analyst and trainings. Role was to certify the novice candidates appearing for tollgates in the training, conduct Quality sessions/trainings for internal customers including Weekly/Month/Quarterly dashboard preparation. Working closely with Training & PMG (Process Mgt Group) teams to identify and fill the process gaps.
• Key Responsibilities:
• Implement and oversee quality control procedures and standards to ensure products or services meet predefined quality criteria
• Lead and manage a team of quality control inspectors or analysts. Assign tasks, set performance goals, and provide guidance to team members
• Develop and maintain quality assurance processes, policies, and documentation, including quality manuals, standard operating procedures (SOPs), and work instructions
• Plan and conduct inspections and tests on products or services to identify defects, deviations, or areas that need improvement
• Collect and analyze data related to quality metrics, defects, and performance to identify trends and areas for improvement
• Identify and document defects or deviations from quality standards and work with relevant departments to implement corrective actions

• Role was to manage and implement the process quality as per the guidelines laid down by the client. Calibrating regularly with the Client to develop & Implement Sales strategies to ensure better productivity & Client expectation. Responsible for certification of novice team members to get them onboard, conducting in-house quality training programs and was responsible for the TQM.
• Key Responsibilities:
• Define and communicate quality standards, guidelines, and best practices to team members, ensuring a shared understanding of what constitutes quality within the organization
• Develop and implement a comprehensive quality assurance strategy, including the selection of appropriate testing methodologies, tools, and frameworks
• Lead, mentor, and coach QA team members to build their skills and expertise in quality assurance, ensuring they are equipped to meet the organization’s quality goals
• Identify opportunities for process improvement within the QA function and work with team members to implement changes that enhance efficiency and effectiveness
• Collaborate with project managers and product owners to develop test plans and strategies, defining the scope and objectives of testing efforts
• Implement defect tracking and management processes to capture, prioritize, and resolve issues identified during testing
• Define and track key performance indicators (KPIs) to measure the effectiveness of the QA process and provide insights for continuous improvement