G Ravi

Seeking senior level assignments with reputed Organization’s Seasoned and dynamic professional offering a distinguished career of More than 18 years donning leadership roles with insightful exposure to Domain knowledge of Operations – Client ServicingProduct Development, Collections, Compliance, Shift supervision, Transaction, Ethics & Business, ProcessingPlanning and Vision for future projects/ requirement. Possess in-depth knowledge of entire BPO operations ranging from ensuring SLAs,Brand Management, TeamForecasting, Workforce Analysis, Basic Matrix Reporting, recruitment, Seat Utilization, training, mentoring along with preparation of training modules, streamlining recruitment process and meeting the quality standards. Motivated and goal driven with a strong code of business ethics, guidelines of ethics managementand requirement of third party audit, continuously striving for improvement coupled with excellent Administrative aptitude with an eye for detail and the commitment to offer quality work.

Experienced in creating & maintaining long term profitable business relationships through visionary leadership in assessing client needs, and strategically positioning products aligned with customer and market needs/ projections. Excel in formulating strategies, driving process excellence initiatives, developing Business Continuity Plans, Procedures, and Service Standards for generating value propositions for the customers; Excellent Communication & Interpersonal skills. Acts as a key business partner in achieving business priorities through training and development and seeks out new approaches and practices to improve business objectives and Cast, Leader and Executive engagement

Program Manager at Reliance Foundation (2025-12 – Present)

• Leading end-to-end planning, execution, and monitoring of skill development programs, ensuring achievement of training, certification, and placement targets.
• Developed and implemented mobilization strategies to maximize candidate enrollment while ensuring compliance with eligibility criteria and project guidelines.
• Monitored training quality, learner attendance, assessment readiness, and certification processes to improve program outcomes and completion rates.
• Supervising placement activities, tracking post-placement retention, and ensuring achievement of placement and sustainability targets.
• Conducting regular performance reviews, coaching sessions, and capacity-building initiatives to improve team productivity and accountability.
• Preparing and presenting management reports, dashboards, and performance analyses to senior leadership, highlighting KPIs, risks, and improvement plans.
• Identifying operational challenges, implemented process improvements, and leveraged data-driven decision-making to enhance program efficiency, beneficiary satisfaction, and overall project impact.
• Shortlisting employers based on the defined criteria and placing students accordingly.
• Organizing Campus drives and conducting Mega Job Drives at District Level.
• Responsible for direct reporting staff of mobilizers, placement officers and MIS team.
• Coordinating with finance, procurement, HR, and administration teams to ensure uninterrupted project operations.
• Managing all Centre based expenses.
• Handling stakeholder communications and presenting project performance reports to senior management and external agencies.

Zonal Operations Manager at Macmillan Education (2024-09 – 2025-11)

• Established mentorship programs that improved employee retention rates
• Conducted comprehensive needs assessments and designed tailored training programs.
• Leveraged data analytics to evaluate training effectiveness and implemented strategic improvements that enhanced overall performance.
• Developed annual operational plans, resource allocation strategies, and project implementation timelines.
• Budgetary Control: Analyzing and controlling Centre’s expenditures to ensure all operations and training sessions remain within budgetary limits.
• Designed and implemented operational strategies to improve enrollment, training quality, assessment success, and placement outcomes.
• Cultivating, maintaining, and improving relationships with partners, clients and government officials.
• Preparing daily or weekly dashboards and MIS reports for senior management.
• Managed a team of direct reports across mobilization, training, placement, MIS, and Centre operations, driving high performance through coaching and regular reviews.
• Collaborated with government departments, funding agencies, Sector Skill Councils, and training partners to ensure smooth project execution.
• Organized industry visits, guest lectures, workshops, career guidance sessions, and placement drives to improve learner employability.

Zonal Operations Manager at Tata Strive (2018-09 – 2024-08)

• Managed the day-to-day operations of the Centre, ensuring smooth workflow and service delivery.
• Monitored Centre performance and implemented strategies to improve productivity and stakeholder satisfaction.
• Managed admissions, enrolment, and student/client support activities.
• Coordinated scheduling, resource allocation, and facility maintenance.
• Set monthly, quarterly, and annual performance targets for the Centre and monitored progress
• Planned and executed promotional campaigns, seminars, workshops, and awareness programs
• Managed class schedules, examination coordination, and event planning (for educational Centers)
• Maintained strong relationships with clients, vendors, and key stakeholders
• Tracked key performance indicators (KPIs) and implemented corrective actions where needed.
• Visiting schools and colleges for quality student.
• Managing a team size of 10+ members.
• Coordinated with corporate offices, government departments, funding agencies, and project teams for successful execution of Centre activities.
• Supported business development initiatives by promoting training programs, increasing admissions, and strengthening community engagement.
• Represented the Centre during official meetings, inspections, audits, and stakeholder engagements

Circle Retention Lead at Idea Cellular Limited (Metro Consulting Group) (2015-10 – 2018-09)

• Responsible for Professional interaction behavior of all the team members across all company stores.
• Responsible for product and system training in accordance to corporate guidelines.
• Promoting product branding and rolling out product broachers and leaflets across all company stores.
• Responsible for training of service Centers across the circle.
• To make informed decisions on brand development, support new brand activities, ensure the brand values and culture are reflected accurately.
• Following compliance as per the corporate guidelines for retail outlets.
• Training and handholding for external agencies.
• Product briefing to all stake holders.
• Prepare onboarding process for store employees across the circle( By Person/Webinar)
• Responsible for recruitment and onboarding of candidates for service Centers.
• Responsible for up selling and meeting desired revenue from targeted stores across the circle.
• Provide training to sales personnel of a business unit.
• Ensure that the training is conducted within the budgetary limits.

Manager Operations at GALAXY CONSULTING SERVICES-BHUBANESWAR (2014-06 – 2015-10)

• Managing a team size of 70+ members with two team leaders for a backend process
• Delivering quality matrix as per agreed SLA.
• Responsible for handling about 1lac forms per month.
• Responsible for zeroing pendency.
• Taking care of Vodafone M wallet applications and onboarding.
• Preparation & Review of standard operation procedures.
• Designing, reviewing and improving systems for quality.
• To provide training to staff for up gradation.
• Recruit and select staff that will fit within the team and meet key criteria for the role.
• New Acquisition and finalizing vendors for different assignments.
• Assisting Centre HR to hire candidates.
• Conducting re-assessment of candidates post HR recruitment to check wrong hiring.
• Conducting checks and skills periodically to check knowledge level.
• Responsible for updating CSAT scores.
• Processing Gold Loan files for Icici Bank.
• Work with the team to reduce the volume and time of outstanding service requests.
• Manage the nomination process for training programs.
• Interact with stakeholders across functions to identify training needs for the business.

Asst. Manager Operations at Symphony Consulting (2013-08 – 2014-06)

• Promoting quality achievement and performance improvement throughout the organization.
• Develop, implement, communicate and maintain a quality plan to bring the Company’s Quality Systems and Policies into compliance with quality system requirements.
• Working with HR team to establish quality requirements from external Consultants.
• Working with Trainers to check the quality level of agents.
• Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.
• Persuading reluctant staff to change their way of working to incorporate quality methods.
• Defining quality procedures in conjunction with operating staff.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Collating and analyzing performance data and charts against defined parameters.
• Developing new e-sat policies to be at place to retain employees.
• Developing polices to train the trainer for different locations.
• Managing in-house training sessions for all the employees across all the job bands.
• Responsible for tracking courier services as part of document pickup for fast processing.

East India Trainer at 3i-Infotech (2009-08 – 2013-07)

• Deftly responsible for smooth operations management of the specified business wing of the organization.
• Accountable for client management and communications towards client from the organizations side.
• Preparing effective operations systems and planning groups for new training sessions.
• Responsible for planning and production limitations and scheduled accuracy.
• Monitoring the labor, start-up costs and policies.
• Responsible for training, hiring and supervising existing manpower.
• Scheduling training and meeting sessions for in-house operations.
• Responsible for Airtel Prepaid & Postpaid training across East India i.e Orissa, West Bengal, Bihar & North Eastern States.
• Responsible for carrying out smoothly document policy across all spoke locations of Orissa, Bihar & West Bengal on a daily basis.
• Responsible for manpower utilization in audit Centres across all the spoke locations of East India.
• Responsible for Quality Check of all 410 In- House Associates
• Responsible for Implementation of New Audit Parameters across all Spoke Locations in Orissa, Bihar & West Bengal.

Sr. Executive Customer Support at Cygnus InfoTech LIMITED (2007-08 – 2009-05)

• Coordinated with all the circle collections team and collections Manager and solving collections issues.
• Especially responsible for cheque bounce collections and full and final settlements of users.
• Helped the legal team to discourage fraud and malpractice in collections and check bounce section.
• Motivated the Collections agents to achieve target and implement new ideas for achieving target.
• Coordinated with the collections agencies and distributors across the circle.

SeniorBackend Support Executive – Technical at MICROWAVE COMMUNICATION LTD (2005-01 – 2007-08)

• Responded to evaluated and prioritized incoming phone calls and email requests for assistance from users experiencing problems with networking, RF and other technical errors.
• Provided prompt, accurate and respectful support to users, using high degree of customer-service skill and technical expertise while ensuring customer satisfaction.
• Took initiative to learn internal organizational structure to emphasize on problem-resolution efficiency and escalation matrix for every issue raised by users.
• Prepared reports on daily basis and forwarding to team leads and managers and circle heads for ready overview of the operations.

Bachelor’s Degree in Science – Utkal University (2002)

MBA in Operations & Supply Chain Management