Anup Nair

Accomplished Operations Management professional with over 19 years of expertise leading high-stakes service delivery, business operations, and global delivery environments. Proven track record in managing multi-functional teams (70+), architecting operational governance models, and driving continuous improvement in KPI management, SLA compliance, and client satisfaction. Specialized in service delivery, site management, workforce planning, stakeholder management, and operational governance across BPO, ITES, and Mortgage Operations environments.

Recognized for building high-performing leadership teams and partnering with global Senior Business stakeholders to achieve sustained organizational growth.

Operations Manager / Site Manager - CYBERTECH SYSTEMS & SOFTWARES LTD - Kolkata

(2023-04 - 2026-05)

• Operations Leadership: Directed end-to-end service delivery across 6 cross-functional teams, managing a diverse hierarchy [Group Leads, Tech Leads, Assistant Managers].
• Site Governance: Served as the Site Manager for Kolkata, overseeing facilities coordination, infrastructure support, and enterprise business continuity.
• Strategic Alignment: Partnered with global onsite leadership to synchronize offshore delivery with overarching corporate business objectives.
• Operational Frameworks: Engineered high-impact KPI frameworks that institutionalized accountability and significantly improved delivery quality metrics.
• Incident Management: Led incident response, downtime Management & escalation governance, and risk-management protocols.
• Infrastructure Support: Stabilized Site Ops by managing workforce administration and facilities for mission-critical delivery environments.
• Talent Architecture: Directed executive-level recruitment, resource planning, and succession planning to build a robust leadership pipeline.
• Stakeholder Liaison: Acted as the primary interface between clients and internal functional units [HR, Finance, IT] to support strategic initiatives.
• Financial Integrity: Managed billing reporting and data accuracy, ensuring seamless financial reconciliation for offshore operations.

Assistant Operations Manager - CYBERTECH SYSTEMS & SOFTWARES LTD

(2020-06 - 2023-03)

• ITSM Delivery: Led global support operations for ESRI GIS technical products, ensuring elite support delivery for global enterprise clients.
• Workforce Optimization: Managed analyst productivity and workforce planning to maintain 100% adherence to stringent SLAs.
• Service Quality: Institutionalized case review and quality audit cycles, significantly improving customer support outcomes.
• Performance Management: Developed and implemented productivity standards and KPI measurement processes for all frontline staff.
• Engagement Strategy: Designed employee recognition programs and quarterly performance evaluation cycles that reduced attrition.
• Strategic Troubleshooting: Partnered with client stakeholders to identify and resolve systemic operational challenges.
• Technical Leadership: Led technical support leads in maintaining high-tier GIS troubleshooting environments and documentation.
• Process Development: Authored and refined SOPs to streamline GIS technical support workflows across global centers.

Floor Leader - ALTISOURCE BUSINESS SOLUTIONS PVT LTD

(2013-06 - 2020-06)

• Mortgage Operations: Directed Legal Posting & Publication operations for foreclosure sales across multiple US state jurisdictions.
• Vendor Ecosystem: Managed entire vendor lifecycle, including sourcing new publication partners, onboarding, and yearly cost negotiations.
• Contract Governance: Executed rigorous contract reviews and performance evaluations for US-based newspaper vendors.
• Regulatory Compliance: Designed and maintained SOPs that aligned with US state-specific foreclosure and publication laws.
• Escalation Mastery: Served as the enterprise-level point of contact for vendor, compliance, and legal operational issues.
• Audit Readiness: Maintained 'Audit-Ready' operational status through perfect documentation and data verification procedures.
• Financial Control: Coordinated with Finance for vendor invoice clearances using multiple payment channels and meticulous record-keeping.
• Team Leadership: Managed appraisals, grievances, and career development plans for a large pool of direct reports.

Team Coach - CONNOTE INFOTECH

(2010-11 - 2013-05)

• Performance Coaching: Led team-wide coaching initiatives that focused on cross-selling high-value technology products [Antivirus/SaaS].
• Training Delivery: Orchestrated product knowledge and engagement training, resulting in increased customer retention and sales growth.
• Strategic Oversight: Managed entire team portfolios, ensuring objectives were hit without direct leadership supervision.
• Quality Metrics: Monitored group feedback and productivity trends to ensure consistent service quality standards.

Senior Customer Service Associate - PW SOFTECH

(2007-07 - 2010-10)

• Escalation Handling: Managed high-priority customer escalations for new hires and stabilized lead generation campaigns.
• Data Consolidation: Coordinated daily sales reporting and formatted business-critical data for client review and billing.
• Lead Generation: Spearheaded outbound sales teams for financial products, consistently hitting conversion targets.
• Operational Reporting: Maintained 100% accuracy in sales data submissions to ensure precise billing cycles.

Customer Service Associate - MOUNT LOGIC GLOBAL SERVICES

(2004-12 - 2007-06)

• Lead Verification: Managed customer qualification and eligibility checks for US-based financial conversion products.
• Target Outperformance: Consistently exceeded daily and monthly productivity targets without compromising quality parameters.
• Cross-Team Coordination: Successfully routed high-intent hot leads to US in-house teams for final conversion.
• Operational Compliance: Adhered to strict international data privacy and calling norms during lead generation.

MBA - Operations & Finance - Indian Institute of Business & Retail Management (IBRM) (2010)

Bachelor of Commerce - Commerce - Mumbai University (2004)