Srishti Arora
Operations Manager with 5+ years of progressive leadership experience
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About
Operations Manager with 5+ years of progressive leadership experience within Telstra operations via TSA Group. Experienced in leading multi-site teams of over 100 employees across South Australia and Western Australia, driving customer experience, operational performance, workforce capability, stakeholder engagement and large-scale transformation programs. Recognised by senior stakeholders for innovative leadership, strategic thinking and building high-performing teams.
Experience
Service & Assurance Operations Manager - TSA Group (Client: Telstra) - Adelaide, SA
(2023-07)
Lead daily operations across SA, VIC, QLD and WA, managing 8 Team Leaders and 90–130 employees.
- Represent state operations in executive client reviews and strategic planning discussions.
- Reduced employee attrition from 8% to 3% and sustained performance for six consecutive months.
- Maintained average Team Leader retention of 96% across multiple business units.
- Designed and implemented employee engagement initiatives that delivered strong eNPS outcomes and improved operational performance.
- Managed recruitment, onboarding, workforce planning and operational governance.
- Leveraged Salesforce, Siebel and Power BI analytics to drive operational decision-making.
- Collaborated with change management and senior stakeholders to deliver strategic business initiatives.
- Recognised by Telstra stakeholders as an innovative leader capable of building future-focused teams and solutions.
- Awarded Operations Manager of the Quarter twice in 2025.
Inbound Service Team Lead - TSA Group (Client: Telstra) - Adelaide, SA
(2022-02 - 2023-06)
Led a frontline service team of approximately 15 consultants.
- Delivered coaching, capability development and performance management programs.
- Maintained UPA below 11% for six consecutive months.
- Achieved eNPS of +20 through strong employee engagement and leadership.
- Promoted an average of two employees annually into higher responsibilities.
Inbound Sales Consultant / SME - TSA Group (Client: Telstra) - Adelaide, SA
(2020-11 - 2022-01)
- Consistently achieved sales and customer service performance targets.
- Promoted to SME within five months due to high performance and leadership capability.
- Achieved employee eNPS outcome of +30 through peer support and team engagement.
- Provided coaching and operational support to consultants and leadership teams.
Education
Master - Environmental Sciences - University of South Australia (2020)
Bachelor of Honours - Botany - University of Delhi (2016)
