Chief Operating Officer

• Apr 2021 - Present

Vice President Operations

• Jul 2019 - Apr 2021

AVP- Operations

• Apr 2016 - Apr 2021

• Administering the profit & loss of the business by planning & developing strategies as well as monitoring performance along with the revenue accountability• Steering efforts in effective management & increase in the efficiency of Support Services by enhancing each function; coordinating and communicating between support and business functions• Playing a vital role in developing and managing the annual budget; working towards significantly reducing the overall operations cost by taking various cost saving measures and by bringing in process enhancements• Handling and mentoring a multi-skilled team of over 368 members in resource planning, Optimum resource utilization, skill development • Delivery and quality KPI for all the accounts serviced from Gangtok• Developing and implementing strategic agenda and Operational cost management in line with the budget• Planning, directing and controlling all financial and administrative operations• Executing corporate development plans and strategies by developing & implementing strategies to realize corporate opportunities• Understanding and evaluating customer perspectives, needs and requirements• Authorized for making presentation on the current state and the future state of developments that were indented to take for servicing the account Show less

Deputy General Manager / Unit Head – Operations, Gangtok

• May 2014 - Apr 2016

Chief Manager – Operations, Mauritius

• Oct 2012 - May 2014

• Successful set-up unit in Mauritius from scratch, grew the French language services and made the unit profitable• Steered efforts in conceptualizing, planning and deploying the project and ensured its end-to-end management• Showcased excellence in transitioning work from France to Mauritius and managed Hybrid workflow between France- Mauritius – NOIDA• Adhered to company SLA norms and ensuring delivery reliability, according to contract in terms of the product quality, time, and price; ensuring all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process• Implemented measures to check and enhance product quality at R&D stage to ensure maximum product performance; effectively curbing and managing any complaints at initial stage, that might arise due to product performance• Administered various key functions including resources (recruitment, training & retention of employees), client communication, quality assurance program, budget, KPIs• Acted as the signing authority for all the financial transaction Show less

Senior Manager – Operations, NOIDA

• Jan 2011 - Sep 2012

• Reviewed P&L of 2 key accounts (revenue worth – 16 Crores) and handled a team of 175 Associates• Managed customer service operations for rendering and achieving quality services; provided first line customer support by answering queries & resolving their issues, ensuring minimum TAT • Maintained cordial relations with customers to sustain the profitability of the business; handled customer grievances and resolved issues • Administered additional function as Unit Manager entailing Procurement, Administration, Utility & IT functions• Successfully planned, scheduled and accomplished daily Facility Management tasks that support the operation of a facility Show less

Manager – Operations, Mauritius

• Jul 2009 - Dec 2010

Project Manager, Mauritius

• Apr 2006 - Jul 2009

Accounts Manager

• Jul 2005 - Apr 2006

Facilitator

• Feb 2005 - Jun 2006

Assistant Manager Sales

• Jun 2001 - Jan 2005

Production Executive

• Aug 2000 - May 2001

Customer Suppor Sales

• May 1997 - Aug 2000