Poonam Shah has over 10 years of experience in operations management, training, and process improvement in the business process outsourcing industry. She has a background managing clients in industries like insurance, finance, and customer service. Her skills include people management, stakeholder management, training and development, and transition and project management.

1. P O O N A M S H A H
Mobile: +91 9764900032
Email: poonam.shahh@yahoo.co.in
CAREER SUMMARY
 10+ years of experience in Operations Management, Training, Learning and Development, Process Migration
in the outsourcing industry
 Experience of managing clients in Insurance (General & Motor), Finance - Treasury, Customer Service –
Retail & telecom industry (Sales)
 Experience in Project Management as a lead member of Process Improvement initiative
 Certified Trainer/Mentor/Coach on front line manager competencies to ensure KPI Improvements
 Ability to develop client - focused organizational culture resulting client satisfaction
 Excellent written/ verbal communication, interpersonal skills
KEY SKILLS
AREAS OF EXPERTISE PROFILE SUMMARY
Operations Management  Competent professional with rich & versatile experience in BPO industry
 Ability to set direction, prioritizing and delivery of tasks by effective coordination
People Management  Excellent team player, organized and work effectively towards team-building
 Excellent interpersonal skills and the ability to relate with people
SLA Management  Ability to manage Global Client and Service Delivery
 Strong communication and presentation skills
Stakeholder Management  Excellent Stake holder Management
 Mentor with good delegation and mentoring qualities
Training & Development  Skilled in people management viz. training, development, goal-setting, evaluation
 Certified Trainer/Coach on Management competencies
Transition
& Project Management
 Adept to developing procedures, service standards & operational policies with
planning and implementing effective control measures
WORK EXPRIENCE
Overall tenure in Capita India – 5 years 11 months
Organization : Capita India Pvt. Ltd, Pune
Last Designation : Manager Operations - 15/11/2014 till 15/01/2016
Position Summary : Lead service delivery for M&S - Customer Service Operations – Retail
Marks & Spencer’s is a major British multinational retailer specializing in selling of luxury clothing, home and food
products to help customers lead a healthy lifestyle across the Globe.
Responsibilities:-
 Oversee the day to day operations in terms of quality of work and turnaround time (TAT)
 Manage teams to meet resource requirement agreed by Client
 Monitor, analyze performance, identify trends and make recommendations to improve the performance
 Coordinate and organize between departments like IT, HR, training, facilities etc. to address the needs of the
team.
 Reduce the number of exceptions in processing of cases through continuous education of staff / client
 Resolve SLA, productivity, quality and people issues affecting targets, coordinating with support functions and
escalating as appropriate
 Manage escalation of specialist queries effectively; and have the ability to trouble shoot with stakeholders on
product related matters proactively
 Ensure team adherence to client process requirements, security procedures, data protection legislation, HR
principles as set out in the Manager’s Guide, and business assurance procedures
 Drive a culture of Proactive behavior within the FLMs to make them self sufficient for all Ops challenges

2.  Organizing and running Team Building/ Employee Engagement Activities
 Content Development – Developing new modules for in-house trainings (i.e. – Soft-skills, Communication,
Language and Behavioral Trainings)
 Working closely with the Recruitment team to hire the best talent for the organization
Organization : Capita India Pvt. Ltd, Pune
Position : Assistant Manager – Learning & Development (HR) - 01/09/2012 till 14/11/2014
Profile : Certified Active Manager Coach
Capita partnered with Trinity Horne UK Plc (now known as Bearing Point Plc), one of the largest consultancies in
Europe providing Management and Technology services in more than 60 countries.
Responsibilities:-
 Conducting workshops on Active Management for Front Line Managers across Capita India
 Observations, evidence tracking, coaching/ mentoring of Front Line Managers with help of BRAG Tracker.
RAG status to help see a trend in the FLMs competency movements
 Discussing and facilitating development on key competencies through AOM tools
 Weekly/ monthly reporting - RAG status, Progress reports, Individual / process stats etc.
 Regular discussion with Sr. Management on progress and planning for contingencies
 Focus on key KPI parameters to deliver maximum benefit to the account
 Assist FLMs to analyze MI data on a regular basis to ensure controls put in place at the right time which will
help in performance management
 Nominate/ apply for FLM accreditation post completion of the AOM program
 Agree further actions/steps/plans with respective OMs to continue maintaining the BRAG Tracker (with
agreed timelines)
 Regular Audits done in all Accounts where AOM deployed to ensure consistency in FLMs performance
 Conducting Soft Skills, Behavioral, Leadership and Customized (Performance Enhancement) trainings
 Plans initiated with individual verticals to sustain Active Manager learning’s to ensure consistent performance
of FLMs across the organization
Organization : Capita India Pvt. Ltd, Pune
Position : Team Manager – Operations - 22/02/2010 till 31/08/2012
Profile : Finance & Accounting/Claims Reporting – General Insurance
Marsh is one of the leading Brokers in the UK market. Handled 2 distinct teams; Program Analysis & Treasury.
Treasury team manages receipts processing of Bank Statements & cheque lodgments on to Client systems.
Program Analysis team creates claims analysis report in order to provide risk mitigation advice to clients.
Responsibilities:-
 Managing TAT/ SLA’s for both teams
 Weekly/ Monthly reporting for teams performance against their targets & conducting feedbacks at regular
intervals
 Stakeholder Management – weekly/ monthly calls and reviews for performance of the teams
 SOP Documentation/Creation – Assisted in documentation of Standard Operating Procedures of the Treasury
processes
 Content Development – Designed training content i.e. training modules, training plan, facilitator &
participants’ guide, evaluation measurements as per the SOPs
 FTE Analysis - Quarterly AHT monitoring and revision
 Reviewing business opportunities and preparing plans for the same
 Projects – Key involvement in projects (Productivity Benefit, Stake Holder Management, Attrition)

3. Overall tenure in WNS Global Services – 4 years 8 months
Organization : WNS Global Service – May’2005 till Jan’2010
Last Designation : Team Leader
Profile : Debt Recovery – Motor Insurance
WNS Assistance is part of the in house businesses of WNS Global Services providing end to end Motor claims handling
for all large fleets, third parties and individual customers.
Responsibilities:-
 Managing TAT/ SLA’s for the team
 Weekly/ Monthly reporting for teams performance against their targets and conduct regular feedbacks
 Month end analysis to be shared with Stake holders
 Liaising with Finance Heads/ Finance Managers for old debt recovery or long overdue expenses
 Staff Training & Development
 Problem Solving
 Process improvement
PREVIOUS EXPERIENCE
ORGANISATION DURATION DESIGNATION
WNS Global Services 02/05/2005 till 30/11/2007 Sr Executive
Convergys 27/01/2004 till 08/02/2005 Customer Care Officer
ICICI One Source 10/06/2003 till 20/12/2004 Customer Service Associate
PROFESSIONAL ACHEIVEMENTS
 Certified Active Manager Coach – From Trinity Horne UK Plc.
 “Yellow belt trained’ – By Capita Quality team.
 'Star of the Quarter' Awards - Twice.
 'Star of the month' for various months between Jul '05 – Sep '07
 Successfully implemented 5 Brainwave ideas.
 Successfully migrated new business (Cash Upload)
EDUCATION
 Completed B. COM from B.M.C.C.
 Completed HSC from B.M.C.C.
 Completed SSC from Andhra High School.
PERSONAL PROFILE
 Year of birth: 1982
 Languages known: English, Hindi, Marathi
 Marital status: Single
 Gender: Female