Amit Singh

Results-driven Operations Leader with 16+ years of experience in BPO/ITES, currently leading large-scale site operations managing 600+ FTE across E-commerce and Fintech domains. Proven track record in delivering SLA/KPI excellence, improving customer satisfaction, optimizing operational costs, and leading high-performing teams. Strong expertise in client relationship management, process transformation, and driving operational efficiency through data-driven decision-making.

Senior Operations Manager / Site Operations Lead - Tech Mahindra Pvt. Ltd.

(2023-09)

Lead operations for 3+ processes (Voice, Chat, E-commerce, Fintech) across 2 sites (BBI & VTZ). Manage a span of 600+ FTE, including AMs and Team Leaders. Own SLA delivery including CSAT, FCR, AHT, Transfer Rate, etc. Lead client governance (WBR, MBR, QBR) and escalation management. Drive cost optimization and resource utilization.

• Improved CSAT by 8% through quality and customer experience initiatives
• Reduced repeat calls by 4.5% via RCA and process improvements
• Optimized resource utilization, reducing operational cost by 8%
• Enhanced team productivity by 10% through performance management frameworks
• Successfully managed multi-site operations ensuring consistent SLA delivery

Operations Manager - Jumio India Pvt. Ltd.

(2018-03 - 2023-10)

Managed 320–350 FTE across KYC, Identity Verification & Fraud Prevention processes. Led a team of 4–5 AMs and 15–20 TLs. Ensured SLA adherence and maintained 98.5%+ accuracy levels. Worked cross-functionally with HR, Finance, and Recruitment teams.

• Improved process accuracy to 98.5%+ consistently
• Increased operational efficiency by X% through Lean initiatives
• Improved CSAT by 5% points through process improvements
• Reduced attrition by 3% via engagement and development programs

DM - Operation - Magnum BPO Group Pvt Ltd. - Bhopal

(2015-05 - 2017-12)

Managed 180–200 FTE with 7–8 Team Leaders. Led hiring, training, and setup of new LOB. Monitored operational metrics and staffing models.

• Achieved 90%+ revenue target vs 85% goal
• Improved staffing efficiency and reduced shrinkage by 5%
• Implemented Lean/Six Sigma practices for process stability

AM - Operation - Aegis Pvt. Ltd. - Chhindwara

(2013-07 - 2014-07)

Managed telecom processes across multiple regions. Led 8–10 TLs and ensured SLA compliance.

• Improved customer experience through repeat call reduction initiatives

Senior Team leader - Rural shores Pvt. Ltd - Chhindwara

(2011-12 - 2013-03)

Managed team of 25–30 associates. Handled SLA delivery, rostering, and performance management. Analysing the call volume pattern to check if the process is adequately staffed or short staffed to meet the service level agreement. Responsible for process standardization and creating new SOPs for effective process management.

Team Leader - Tele performance BPO Services Pvt Ltd - Indore

(2007-08 - 2011-11)

Managed 20–25 associates. Led training, hiring, and performance improvement initiatives. Led the KNE team to keep in mind Service Level & Abandon rate are in place.