Operations Manager
Mr Babu
Total years of experience :19 years, 11 Months
Highlights
• Instrumental role in increasing the company’s sales, which resulted in the business achieving USD 1 million revenues in the first year of its launch.
• Ensured site content is displayed properly to maximise sales and achieve customer satisfation.
• Contributed to the success of Mr Babu through Search Engine Optimization initiatives, which has accounted for the company to be ranked on top of SERP rankings for high competition keywords.
• Provided insights on customer behaviour and conversions and created special analytical reports in line with sales targets.
• Portrayed exemplary customer service, which is seen from the fact that the website has received thousands positive written testimonials for customers.
Key Responsibilities
Process Excellence
• Handling various functions of the company, right from finance and administration, to human resources, customer service, and logistics.
• Defining KRAs and KPIs for individuals as well as departments, analyzing their performance on a monthly basis, and suggesting areas for improvement.
• Approving process and system improvements related to ERP systems, CRM systems, policies & procedures, etc, from time to time.
• Managing cross-functional efforts in order to improve efficiencies and productivity of all departments, maintaining positive working relationships team members.
• Developing a culture of responsibility, accountability, and result delivery in the organization, conducive for the growth of all professionals.
Business Operations
• Involved in the delivery of optimum services to all customers, aimed at creating an exceptional customer experience, and achieving high client satisfaction.
• Providing leadership and guidance to a dedicated service team, with a focus on enhancing their skills and competence through training sessions.
• Collaborating with suppliers to verify and receive shipments, controlling stock levels, and ensuring accuracy in the whole process.
• Managing the day-to-day sales collections, and submitting them to the finance department, keeping track of the accounts and expenses.
• Maintaining healthy relations with the key personnel at courier and freight companies in order to avail discounted rates for the company’s regular shipments.
Key Responsibilities
Sales Management
• Defined sales goals and revenue targets for the team, and ensured that all members work with a collaborative effort to achieve them.
• Provided guidance and support to the salesforce in promoting the company’s products through online as well as offline platforms to garner more revenues.
• Developed strong sales zones for the company, analyzed top selling products, and categories, and strategized product placement accordingly.
• Assessed the sales performance of the retail business on a day-to-day basis and formulated strategies to avoid negative growth.
• Ensured business development in an optimized environment, with focus on creating repeat and referral business for the company.
Operations Management
• Built a strong team, which was efficient, open for dialogue, and involved members who participated in enhancing the company’s growth.
• Assisted the team in building and leveraging key relationships and resources to maximize opportunities, and overcoming market challenges.
• Managed responsibilities on a flexible shift pattern, and worked for long hours to cover up for leaves taken by other staff members.
• Involved in the recruitment of deserving talent in the department in order to maintain the focus and performance of the operations.
• Initiated and rolled-out various process changes, improved reporting systems, enhances customer service, and attained operational excellence.
Key Responsibilities
Service Delivery
• Planned schedules for all available buses, allocated daily runs, and maintained arrival / departure charts to track incoming and outgoing buses.
• Led a team of drivers, supporting staff, and customer service attendants to rollout the various services of the company.
• Handled customer bookings through telephone and emails, provided prompt responses to client queries, and resolved customer complaints.
• Ensured that drivers maintain compliance with all safety norms and traffic rules prescribed by the regulatory authorities while driving for Star Bus.
Departmental Operations
• Ensured that the entire operations team works effectively and collaboratively to meet operational performance requirements and objectives.
• Conducted periodic reviews of service performance by checking MIS reports and suggested improvement areas to the team.
• Provided ongoing support to various departments in the company, and assisted in the rollout of finance, administration, and sales functions.
• Involved in the recruitment of new employees, their induction to the operations, and training for all team members.
Key Responsibilities
Sales Delivery
• Worked as a member of the sales team, and reported to the senior team lead with respect to individual sales targets defined by the company.
• Identified new business opportunities, approached customers with various offerings of Orange Mobile, and converted potential leads into sales.
• Handled a product portfolio comprising of mobile phone plans and handsets on a commission basis, and delivered business through complete understanding of products.
• Scheduled appointments with potential buyers, procured referral leads, and pitched product portfolio in a creative way to garner more sales.
Operational Activities
• Involved in cold calling and email marketing initiatives to understand customer requirements and create good leads for the department.
• Maintained the leads database efficiently through constant updation on a day-to-day basis, in order to improve work productivity.
• Developed healthy relationships with existing customers of Orange in order to create in-ways for repeat and referral business.
• Ensured high customer satisfaction levels with a view to sustain the customer base and increase Orange’s market share in the segment.
Previous Assignments
• 2 years, Assistant HR Manager, Reliance Insurance