Hitesh Trivedi

Senior Team Leader with 10+ years of experience in business process operations, team leadership, quality management, customer operations, workflow optimization, and performance management. Experienced in leading 30+ team members, driving operational excellence, managing SLAs and KPIs, resolving escalations, and strengthening process controls. Proven track record of improving process accuracy by 15% through stronger quality checks, recurring-error identification, and corrective actions, and improving team productivity by 20% through daily KPI monitoring, structured coaching, targeted process training, and individual performance feedback.

Strong expertise in people leadership, stakeholder management, continuous improvement, and end-to-end process delivery.

SENIOR TEAM LEADER – OPERATIONS at FIVESDIGITAL PVT. LTD. (2021-10 – Present)

• Led daily operations for 30+ team members, as measured by consistent workflow coverage and team output, by allocating workloads, monitoring productivity, coaching associates, and resolving operational bottlenecks.
• Improved process accuracy by 15% by strengthening quality checks, identifying recurring errors, and implementing corrective actions across the team.
• Improved team productivity by 20% by monitoring daily KPIs, conducting one-on-one coaching, addressing performance gaps, and providing focused process training.
• Strengthened service delivery and process adherence, as measured by timely completion of assigned work and quality requirements, by monitoring daily KPIs, managing priorities, and addressing exceptions and escalations.
• Improved client-service coordination, as measured by timely resolution of operational issues, by communicating with stakeholders, tracking action items, and ensuring process requirements were understood and followed.

TEAM LEAD – PROCESS OPERATIONS at JUMIO INDIA PVT. LTD. (2015-02 – 2020-03)

• Managed process operations and team activities, as measured by timely and accurate completion of assigned work, by coordinating team workloads, monitoring output, and maintaining process standards.
• Improved documentation and process quality, as measured by accurate records and reduced processing gaps, by conducting quality checks, identifying errors, and reinforcing standard operating procedures.
• Supported consistent customer and process delivery, as measured by timely completion of operational activities, by guiding team members, resolving exceptions, and maintaining accurate records.
• Strengthened team capability, as measured by consistent process execution, by supporting new-hire training, providing process guidance, and sharing feedback on quality and productivity.

B.Tech / B.E. in Computer Science – Rajasthan Technical University, Kota