Demonstrated operational, commercial and service delivery excellence across global captive delivery centers and 3rd party BPOs. Experienced in execution and thought leadership in terms of strategy/business planning, risk management, governance and regulatory compliance's. Believe in adopting a customer-centrist approach and focusing on qualitative outputs across all deliverable's. I have proven my competence in operations and scaling them up to achieve sustainable and profitable business. I am adept in leading multi-location and cross-cultural teams.

1. Mitesh Shah
Address: 7 Daden Oaks Drive, Brampton, Ontario L6P 3R7.
Contact Number: 647-830-0456
Email Id: mitesh9958@yahoo.com
Career Specialization/Strengths:
• Strong verbal, written & presentation skills.
• Strong leadership skills to lead and manage culturally diverse teams across geographies.
• Strong interpersonal & management skills to build and maintain productive and lasting relationships with
clients and teams.
• Ability to think strategically and translate strategy into action plans.
• Demonstration of delivering under pressure.
• High degree of adaptability to adjust to new environment
Education:
Poona University, Pune, India, 1995
B.Com
Poona University, Pune, India, 1992
HCS
Andhra School, Pune, India, 1990
SSC
Work Experience:
Principal Global Services, Pune, India
Team Lead, since December 2013
Job Responsibilities:
 Managing Implementation to Cash Market Investments for Small and Mid size market client
segments up to 25 million. Handling large and medium financial institution investment portfolios
with defined processes,application and technology.
 Handling Transitions of new processes,business case metrics,costs, budgets and forecasting
which help to mobilize additional resources and have optimum resource utilization through cross
training,, planning and recruiting resources with niche skills talent. Getting processes lean with
six sigma methodology. Building Innovation culture and capabilities within the organization.
 Provide leadership with 2 Assistant Managers,2 Mid Level Supervisor and team size of 80
associates reporting to me, coordination and oversight with special projects including exploratory
research and development of cost-savings opportunities and increasing efficiencies by 10 to 15%.
 Attending BU partner’s calls and meeting via video conferencing. Aligning process goals to
business goals and objectives. Focus to increase CSAT scores and to deliver on standard level
agreements. Create and implement strategies to make processes leaner and streamline process
documentation and reduction in wastages or redundancies.
 Identifying the career aspirations of associates and mapping them on career grid. Team bonding
activities and providing floor support with updates on changing business environment. Created
performance metrics for different processes to increase the efficiencies of the teams.
 Oversees Business Continuity Planning (BCP) and different relevant access in compliant for the
Ops areas of Life and Retirement.

2. ADP PVT LTD, Pune, India
Manager, Operations, from January 2008 to December 2013
Job Responsibilities:
 Was responsible and accountable for updating voluntary and involuntary deductions from
employee’s paycheck. To reduce financial impact due to void agreements and ensuring timely
payouts to client employees in accordance to compliance rules and regulations.
 Collaboration within different departments, client service managers, front office teams and clients
through Kaizen approach to identify opportunities for future operational improvement and adds
value to the functional areas of Operations through information and intelligence.
 To assist Operations Manager and ensure all Organizational goals, Client Service and Associate
Engagement Level deliverables are achieved. Provide leadership, coordination and oversight with
special projects including exploratory research and development of cost-savings opportunities and
efficiencies.
 Attend BU calls and other service calls which resulted in developing good BU and Client Service
relations. Lead in process improvement projects, resource and fitment, process training, mentor
mentee module and sharing best practices to achieve the business goals and objectives.
 Received recognition from Business Unit for Outstanding performance.
 Recognized & Certified by NASSCOM as Certified BPO Team Leader.
Option One, Pune, India
SR. Process Associate,from January 2007 to November 2007
Job Responsibilities:
 Used to handle US home loan mortgages and with expertise became the acting lead where in used
to assist Assistant Manager in handling daily KPI’s and reports.
 Identifying and doing risk assessments prior disbursing mortgage loans through systematic
defined process. Was able to detect fraud and saved worth $1,10,000/- when making the
underwriting checks on the mortgage loan application.
 Having knowledge of US laws based for Mortgage industry and having constant communication
with attorneys and other federalagencies.
EXL Services Pvt Ltd, Pune, India
Quality AnalystMay2004 to September 2006
Job Responsibilities:
 In year 2004 joined as fresher in BPO/KPO organization and used to process claims for Aviva
Life insurance process.
 Looking at the progression of my performance was given the opportunity to go UK and migrate
and set up sub phase of claims process.
 Became the Trainer for the process and then was promoted to Quality Analyst in year 2005. Used
to mentor, coaching and give quality feedback to the team. Learned basic six sigma tools and
methodology.
Achievements:
 Staff Management
 Operational Project Management
 Change Management
 Forecasting
 Performance Management and SLA’s
 Training, Coaching and Mentoring

3. Interests:
 Playing Cricket
 Listening Music
 Reading
 Stock Investment & Finance tools, etc.