•	Currently responsible for managing operations and leading a teams of 26 team members
•	Relationship building with clients, understanding VOCs and providing services accordingly; thereby moving towards long term / continuous / referral business
•	Responsible for preparing Business Impact Analysis documents in line with AXA Group guidelines
•	Evaluating Operational Risk Matrix  and building effective controls
•	Conduct regular by annual Business Continuity program through exercising testing, training and awareness
•	Preparing the Project Plan / Cost and Benefits Analysis / Conducting Feasibility Study / Service Capability Analysis / FTE Analysis
•	Ensuring the procedure manuals are up to date and are signed off periodically by the clients
•	Sharing daily, weekly, monthly and yearly performance review with the clients, showcasing improvements
•	Monitor, track and close all technology projects by performing UAT, Planning, Testing and manage technology expectations
•	Analyze current processes and re-engineer them based on efficiency and SLA perspectives
•	Analyze quality and productivity trends, meeting volumes in accordance with the SLA and conduct refresher sessions
