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
