Nigel Panting
Operations Manager | People & Performance Leader
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About
Results-driven Operations Manager with over 20 years of experience across Retail, Telecom, Financial Services, and Technical Support domains. Proven expertise in operations excellence, people management, quality governance, and performance optimization. Strong leader known for building high-performing teams, improving customer experience, reducing attrition, and driving scalable growth in fast-paced, high-pressure environments.
Experience
Operations Manager at EXL Services Pvt. Ltd. (2021-11 – Present)
- Lead end-to-end daily operations ensuring productivity, efficiency, and service quality
- Develop and implement operational policies aligned with business objectives
- Optimize manpower, tools, and resources to maximize output and cost efficiency
- Manage and mentor managers, team leaders, and associates to meet KPIs
- Drive cross-functional collaboration for seamless operational execution
- Track performance metrics, identify gaps, and implement corrective actions
- Ensure adherence to compliance standards and internal governance
- Manage budgets and deliver regular performance updates to stakeholders
Assistant Manager at Capita (Ventura) Pvt. Ltd. (2016-06 – 2021-11)
Managed client reviews, led process improvements, handled people's development initiatives, and successfully piloted new technical support teams.
- Piloted a Technical Support team of 40 advisors
- Managed 100+ new hires during On-the-Job Training (OJT)
- Awarded People's Champion – Star of the Quarter
- Played a key role in grooming talent and leadership pipeline
Assistant Manager, Operations at Tata Consultancy Services (2014-04 – 2015-09)
Owned performance, staffing, attrition, and efficiency metrics while partnering with training and change teams across onshore and offshore locations.
Team Leader / Quality Leader at Tech Mahindra Business Services (2007-07 – 2014-01)
Led high-performing teams, managed workforce metrics, quality governance, and delivered multiple award-winning performance initiatives.
Quality Coach at Mphasis Pvt. Ltd. (2004-05 – 2007-03)
Provided quality audits, feedback, SLA tracking, and performance improvement support for UK financial processes.
Customer Service Associate at Wipro Spectramind Pvt. Ltd. (2003-05 – 2004-05)
Delivered high-quality customer service and sales performance and was promoted to Subject Matter Expert.
