Service Coordination Manager with a strong track record in leading strategic projects, process improvement, and customer satisfaction. Skilled in leading teams, solving complex issues, and using data to drive decisions. Focused on retention, reducing churn, and continuous improvement.
Overview
12
12
years of professional experience
Work History
Service Coordination cum Strategic Project Manager
Homage Pte Ltd
07.2023 - Current
Managed daily tasks to ensure operational SLAs were met.
Developed and maintained monthly rosters to ensure smooth daily operations.
Provided continuous support for project management and process improvements.
Supported the Product and Engineering teams in generating the Customer Application.
Created and maintained all SOPs to align with workflow changes.
Led process improvement initiatives and established escalation policies for customer support.
Monitored customer service performance using key metrics, and provided actionable insights.
Addressed service disruptions with crisis management techniques to maximize customer satisfaction.
Identified process inefficiencies and implemented enhancements to drive operational success.
Assisted internal stakeholders with changes and transitions, ensuring seamless communications.
Cross-functional collaboration for product updates, troubleshooting, and service enhancements.
Ensured the achievement of OKRs by gathering feedback and making data-driven adjustments.
Identified gaps and opportunities, working with teams to implement preventive measures.
Handled high-severity escalations, including those involving law enforcement, government officials, or regulatory bodies.
Provided direct support to the CEO in drafting policies and documentation for government submissions.
Led training sessions on product knowledge, upselling strategies, and care plan purchases.
Addressed high-impact escalations while ensuring timely resolutions, and leadership updates.
Liaised with the marketing team to define the customer outreach strategy to optimize customer engagement.
Managed ad-hoc workflows assigned by the CEO, and contributed to strategic projects to enhance operational and business efficiency.
Customer Support Team Lead
Homage Pte Ltd
12.2021 - 07.2023
Managed high-volume call center operations, ensuring smooth service delivery across multiple systems.
Trained and mentored team members to boost productivity and service quality.
Handled complex client relations and quality control to minimize business risks.
Worked with IT to report technical issues and develop troubleshooting procedures.
Escalated complex cases to advanced support teams for timely resolution.
Coordinated with sales, operations, and field service teams to enhance customer satisfaction.
Maintained reports and dashboards, providing key insights for strategic planning.
Reported team performance and updates to the CEO and GM.
Conducted bi-weekly check-ins with agents, addressing performance gaps and improvement plans.
Ensured clear communication across service channels and developed coaching plans.
Managed customer reviews, maintaining a positive company image.
Assisted in policy development and playbook creation for smoother workflows.
Identified and implemented process improvements for better efficiency.
Resolved escalations, ensuring high customer satisfaction and retention.
Built strong customer relationships to enhance loyalty.
Enforced company policies for professional and consistent service.
Led onboarding and training programs for new customer service representatives
Customer Service Associate
Homage Pte Ltd
03.2021 - 12.2021
Provided prompt and effective customer support across multiple channels.
Delivered excellent service while mentoring junior staff to maintain high standards.
Guided new hires for a smooth transition and stronger team cohesion.
Worked with departments to resolve discrepancies and ensure customer satisfaction.
Built strong client relationships, enhancing long-term loyalty.
Assigned care requests efficiently to optimize service delivery.
Addressed customer concerns promptly and escalated major issues as needed.
Assisted high volumes of customers daily with a positive and solution-focused approach.
<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank<p>• Led the full project lifecycle of HR initiatives, including workforce planning, policy development, and process improvement.<br>
• Created and managed detailed project plans, schedules, and budgets to ensure timely and efficient execution.<br>
• Coordinated cross-functional teams to deliver HR projects on schedule while maintaining compliance with organizational standards.<br>
<br>
<strong>Compensation, Benefits & Payroll:</strong><br>
• Oversaw end-to-end payroll administration, ensuring accurate and timely employee payments.<br>
• Managed employee compensation and benefits programs, aligning them with market standards and company objectives.<br>
• Addressed payroll discrepancies and provided solutions to maintain smooth operations.<br>
<br>
<strong>Policy Development & Compliance:</strong><br>
• Developed and implemented company-wide HR policies to enhance workplace efficiency and employee satisfaction.<br>
• Ensured compliance with labor laws and Ministry of Human Resources regulations, mitigating legal risks.<br>
• Advised leadership on labor law updates and best practices in employee relations.<br>
<br>
<strong>Talent Acquisition & Onboarding:</strong><br>
• Directed full-cycle recruitment processes, from sourcing and interviewing to hiring and onboarding.<br>
• Managed international hiring, including visa processing, embassy coordination, and relocation support.<br>
• Optimized onboarding programs to ensure a smooth transition for new employees.<br>
<br>
<strong>Employee Relations & Engagement:</strong><br>
• Served as a primary point of contact for employee concerns, providing effective conflict resolution.<br>
• Maintained accurate records for attendance, leave, and performance management.<br>
• Prepared employment contracts and offer letters in compliance with legal and company standards.<br>
<br>
<strong>Strategic HR Leadership:</strong><br>
• Collaborated with senior management to align HR strategies with business goals.<br>
• Analyzed HR trends and provided recommendations to enhance workforce planning and development.<br>
</p> at Saudi Central Bank
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.