PInku Singh

Highly versatile and respected Operations Management Professional with 16.2 years of overall experience driving large-scale business process operations. Proven track record of operational excellence, including 9 years of impactful leadership at Tata Business Support Services Ltd and current success as Manager of Operations at Tech Mahindra Ltd. Recognized for absolute professional integrity and a steadfast commitment to high quality standards.

Adept at steering multi-tiered leadership teams, managing client relations for premium processes like Flipkart, and delivering consistent SLA and KPI triumphs across complex, high-volume customer management ecosystems.

Manager Operations - Tech Mahindra Ltd

(2021-08)

• Operations Manager (Flipkart Voice)– Present Accountable for the full-cycle operational and financial success of the Flipkart Voice process, leading a cross-functional organization of over 315 employees.
• Partner with client stakeholders to engineer process enhancements, proactively presenting data-backed corrections to eliminate systemic bottlenecks.
• Architect and deploy performance-tracking frameworks across a multi-tiered leadership team to ensure uniform delivery of core client KPIs.
• Manage client expectations and governance reviews, presenting operational health reports, trend analyses, and strategic correction plans during stakeholder meetings.
• Cultivate a high-performance culture by establishing clear accountability structures for Assistant Managers, resulting in optimized productivity across the entire floor.

Associates Manager Operation - Tech Mahindra Ltd

(2019-08 - 2021-08)

• Worked as Associate Manager –Operation in FLIPKART Process.
• Responsible for end to end performance delivery of Flipkart CMB Vertical.
• Interacting with clients for process suggestions & corrections.
• Handling a Team consists of 7-Team Leads. Each Team has set of 20-advisors.
• Responsible for creating reports for analysing performance for a team of 7-Leads.
• Coaching and feedback to team Leaders on performance metrics.
• Providing second level support to help team scale up in meeting client targets.
• Assisting Leads with regular feedback for Achieving KPI targets.
• Managing administrative functions for team like marking of attendance, scheduling of leave.
• Maintaining of downtime tracker

Assist. Manager Operations - Tata business support services Ltd - Noida

(2017-06 - 2019-08)

Assistant Manager Operations | Paytm Payments Bank, Noida | June 2017 – August 2019

• Led a large-scale operations team of 4 Team Leaders and 88 customer support advisors to meet and exceed client KPI targets.
• Analyzed team performance data to generate actionable reports, identifying trends and operational bottlenecks.
• Coached and mentored Team Leaders through regular feedback sessions, driving continuous improvement in key performance metrics.
• Provided escalation and second-level support to resolve complex issues and help the team scale operations effectively.
• Managed administrative workflows, including attendance tracking, leave scheduling, and resource allocation to ensure optimal floor coverage.

Sr. Team Leader - Tata business support services Ltd

(2015-03 - 2017-06)

• Operations Ownership: Directed end-to-end performance delivery and daily operations for the assigned business unit.
• KPI Compliance: Met and exceeded client-defined performance metrics, quality standards, and production goals.
• Performance Management: Motivated and mentored team members to maximize individual productivity and collective output.

Team Leader - Tata business support services Ltd

(2013-07 - 2015-03)

Served as Team Leader for a 25-member operations team, driving daily execution and performance optimization. KPIs spanning quality metrics, AHT, Repeat along with Shrinkage and Attrition

B.COM - Kolhan University (2015)

Diploma - programming language (Java, C++) - NIIT Jamshedpur (2016)