Operations Manager

Results-driven executive management professional offering over 5 years of cumulative experience in operations planning,
process development, team management and customer services. Highly skilled in analysing existing operations and
implementing strategies, processes and technologies to improve productivity and efficiency. Expert in facilitating changes
in workforce to support organisational objectives. Outstanding track record in capacity building, business development,
training, client management and Banking benchmarking. Commercially and technically astute professional, inspirational
leader and an outstanding team player apt in utilising collaborative approaches in work to translate goals into achievements
while demonstrating strong analytical, problem solving and decision making skills with a passion for excellence in quality
and services.

CORE COMPETENCIES
▪ Manpower Planning ▪ Escalation Handling ▪ Management and Client Liaison ▪ Staff Scheduling ▪ Customer Service
Operations ▪ People Management ▪ Delivering Comprehensive Services ▪ Operations Management ▪ Compliance
Policies▪ Performance Management ▪ Learning and Development ▪ Policy and Procedure Implementation ▪ Budget
Management
KEY SKILLS
 Operations Management – Expertise in maintaining and improving customer service operations by monitoring team
performance, identifying and resolving problems/issues, preparing and completing action plans and reviews. Expert in
establishing and achieving established KPIs while ensuring a delivery of optimum quality.
 Workforce Management – Skilled in forecasting resource needs for business to improve staffing efficiency and
increase service results while reducing costs. Adept in accurately forecasting and processing workloads and identifying
and scheduling resources and managing real-time adjustments to resources to ensure processes efficiency.
 Capacity Planning – Responsible for capacity planning for cross-functional teams based on process criticality. Ability
to evaluate training needs and plan appropriate programs including process training, refresher training, PIP, etc.
Effectively interacting with clients and understanding service level agreements (SLAs) and inculcating them within the
team to ensure client satisfaction.
 Management Consulting – Skilled in providing conflict resolution and performing troubleshooting operations to isolate
causes of human performance gaps or organisational needs. Maintaining close cooperation with the supervisory board
and the board of management, as well as providing extensive experience while continually achieving the top- and
bottom-line objectives.
 Team Building – Inspiring, motivating, and guiding others towards an understood goal. Actively encouraging and
facilitating cooperative and collaborative working relationships. Realigning work groups and roles to foster and develop
teamwork and increase staff productivity.
 Communication – Excellent communicator with excellent presentation and escalation handling skills. Proven ability to
work within a fast-paced, time-sensitive environment; comfortable with working in a multicultural setting

KEY ACHIEVMENTS ACROSS CAREER SPAN

 Please Mention Some

CAREER PROGRESSION
Deputy Manager Apr 2011 – Present
State Street Syntel Services Pvt. Ltd., Powai, Mumbai

Providers of facility management and general maintenance services for residential and corporate clients in Dubai
 Preparing various MIS reports.
 Weekly and monthly review of team performance.
 Fill in the Details Below

Team Leader Apr 2011 – Dec 2010

State Street Syntel Services Pvt. Ltd., Powai, Mumbai

EDUCATIONAL QUALIFICATIONS
Masters of Business Administration MMM YYYY – MMM 2009
ITM Institute of Technology and Management, India

COMPUTER SKILLS
 Proficient in Microsoft Office applications.
 Diploma in Advanced Networking, CMS Institute, Chennai, India.
PERSONAL INFORMATION
Date of Birth: 3rd Oct, 1987 Marital Status : Married Nationality: Indian

References available upon request

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