Operations Manager
OSN (DTH Gulf)
Total years of experience :15 years, 4 Months
Design and perform daily/weekly/monthly system integration controls to identify data inconsistencies and technical issues by creating BI dashboards to monitor the trends of the defined processes and systems.
Manage end-to-end data reconciliations process and highlight the variances to all relevant audiences. Proactively identifying gaps in data management and revenue assurance processes.
Building process automation to reduce manual task. Ensure process to identify and manage Risk, escalate to the stakeholders. Record processes on Confluence and JIRA for regular updates.
Monitoring Customer Experience and ensuring that the issues impacting the users are fixed on timely manner. Conduct root cause analysis and escalated to relevant teams.
Analyze financial & functional data to reduce discrepancies & build efficient Cross functional communication.
Managing a team of 4, develop action plans, objectives, KPIs, controls to monitor daily trends.
Work as internal lead coordinating with the Development, QA and CS team on commercial due diligence/change management strategy implementation and quick resolution implementations.
• Create and maintain project plans, feeding into the overall program plan, preparing, tracking key project milestones and adjusting project plans.
• Proactively identify the opportunity areas helping business units to improve in making decision, analyze data and escalate as appropriate.
• Provide clearly articulated and timely project status updates against plan. Maintain risks/issues log and follow-up on closing actions items.
• Support effective delivery of each assigned project. Actively managing day to day activities and ensuring delivery accountability is in place across projects.
• Support the program manager in providing detailed and accurate project forecasts feeding into the Program Budget for financial management. Help in creating Business Case based on the formulated Balance Score Card.
• Efficient in Data gathering, business analysis, reporting and creating dashboards. Work with the development committee/stakeholders on Change Management implementation & planning.
• Implementations of process improvement through Change Management.
• Initiate projects and provide support to ongoing projects for improving the customer experience and increase efficiency of contact center.
• Conducting department level audit, review and revise the departmental documents like SOP & BCPs for ISO audit, ensuring on-going compliance with defined company policies, processes and procedures.
• Building relationships with key cross-function stakeholders and within the team. Regular follow-ups and evidence tracking. Create and maintain Root Cause Analysis report for quality efficiency.
• Participate in task force to complete specific departmental action like Project Coordination and Policy Management.
• Contribute in the brain storming sessions pertaining to innovative project plans, Voice of Customer Analytics. Evaluates and presents recommendations and actions, to support decision making for improvement in process metalogics or cost reduction practices.
• Knowledge of Salesforce and CRM tools. Efficient analysis and dashboard reporting. SharePoint management for the whole BU.
• Planning, scheduling, executing and monitoring the entire process of student enrollments and withdrawals for three schools.
• Working closely with the Top Management to finalize the targets, review current system, prepare plans and develop or revise processes for continuous improvement and streamlining the functions.
• Working extensively on MIS reporting, Pivot charts and presentations on daily, weekly and monthly basis to ascertain the current status and forecasting the future requirements.
• Coordination with regularity authorities like KHDA, MOE and CBSE to abide by the latest policies and ensure compliance in the process of all the schools.
• Working on multiple projects like getting school affiliated with the Central Board or extension of affiliation, introducing new programs and pilot run.
• Effective customer interaction, customer grievances management, customer feedback and satisfaction handling along with data analysis. Providing information through emails, on call and meetings without appointments.
• Conducting cross-functional internal and external audit for schools within UAE as per ISO Standard requirements and compliance.
• Represent for the ISO Quality audit as the department head. Prepare documents, attain compliance and fill in gaps as required.
• Building an online CRM platform for customer experience efficiency. Effective for record maintenance, document gathering, report generation, convenient operations of admissions and withdrawal process and reduce paperwork.
• Efficient Team management, coaching, performance reviews, KPI setting and parallel team member training & development. Handling a team of 5.
• Working as a single point of contact for any administrative or project-based support within the team, also performing duties of a Project Quality Lead (PQL) and Configuration Manager.
• Liaisons with the project headquarters (Finland) for fulfilling requirements in the team maintaining proper coordination. Working with the Change Management team to help attain a deadline-based goal.
• Maintaining and preparing all quality documents and reports, be a part of the ISO departmental internal audit compliance team. Fill in gaps as required.
• Working on monthly team metrics and ensuring timely publish of project reports on the company database with showcasing team monthly SLA.
• Provide project management, quality assurance, problem solving and mentoring to the team of analyst based in offshore location
• Support execution team with resolution of roadblocks and interdependencies for process improvements, prepare & maintain MIS reports and dashboards.
• Leading a team of 15 Project Coordinators, setting departmental KPIs, conduct interim performance review and appraisals of team members. Aligning teams and company targets. Coordinating with HR for suitable recruitment and efficient team building.
• Analyzing and forecasting the project turn around for the future and setting the company wide target. Ensuring the means of achieving it by providing extensive support to the team members.
• Manage project risks, scope changes and other non-standard events throughout the life of the project.
• Continuous follow-up with all stakeholders to make sure that titles do not slip in development stage. Maintain a customized To-Do list depending on projects to ensure smooth and effective work management.
• Creating and finalization contracts in consultation with the authors and based on company policies. Use effective escalation procedures with internal and external stakeholders.
• Initiative team building activity on a weekly basis to helps overcome stress and build healthy team skills. Conducted team training sessions on QMS.
• Core marketing, advertising and selling of the client’s products
• Introducing promotional offers to enhance revenues while conceptualizing aggressive marketing strategies to increase overall market penetration
• Work towards team building and management
• Handling team, man management and training on and off the field, providing guidelines of the process
• Working towards achieving targets on individual and team levels
• Completed and dispatch all relevant documentation and make sure that the data base is maintained
• Handling Inbound Calls of the Credit card customer from all over India
• Handling customer escalations and provide them with the best possible solution
• Recovering the outstanding from defaulters
• Maintaining daily, weekly and monthly reports
• Providing customers with best loan on card and guiding about the EMI benefits. Thus, generating sales for the company
• Working towards achieving targets on individual and team levels
• Working on Excel to maintain companies database
Post Graduation in Operations
Bachelors in Management Studies