Aarati Malhotra
Vadodara
Summary
Results-oriented Operations Manager with 17 years of experience in team development and visionary leadership. Proven track record in optimizing budgets and enhancing brand visibility while driving growth initiatives through strategic networking. Recognized for strong work ethic and integrity, successfully fostering teams that consistently exceed performance targets. Seeking to leverage extensive expertise to enhance organizational success further.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Operations
Magnit
Vadodara
09.2024 - Current
- Oversaw operations of 250-member team to fulfill contingent staffing requirements worldwide.
- Directed teams to consistently exceed key performance metrics and service standards through effective leadership.
- Managed the implementation of technology solutions to drive efficiency.
- Implemented operational strategies to enhance efficiency, reduce costs, and improve customer satisfaction.
- Initiated transformative strategies that revamped departmental processes for greater effectiveness.
- Developed strategies to improve direct report performance and foster a high-achievement culture.
- Cultivated and preserved essential connections with clients and stakeholders, enhancing cooperative efforts.
- Facilitated staff recognition and growth opportunities through constructive feedback.
- Delivered regular reports on operational outcomes, highlighting progress and improvement areas.
- Established policies and procedures to optimize workflows and boost productivity.
- Developed comprehensive business plans for strategic, long-term objectives.
Service Delivery Manager - Risk & Compliance
Tata Consultancy Services (TCS)
Pune
04.2023 - 08.2024
- Led the Risk & Compliance team managing UK BFSI operations in five key Indian locations.
- Ensured compliance with FCA guidelines through rigorous adherence to regulatory standards.
- Aligned operational processes with the specific requirements of five leading UK financial companies.
- Assessed efficacy and robustness of established controls through joint efforts with Operations.
- Ensured leadership awareness of emerging challenges in operations.
- Spearheaded transition of several critical risk roles to India with a focus on precision.
Director - Operations
Numerator
Remote
08.2021 - 03.2023
- Cultivating a customer-focused team environment to elevate satisfaction, enhance experiences, and strengthen relationships.
- Managed the Promo Project by overseeing contributions from 350 Associates, key Quality Auditors, Trainers, multi-level managers, and team leaders to ensure seamless delivery.
- Coordinated strategic plans with stakeholders across Jamaica, North America and Canada for operational alignment.
- Optimized financial efficiency by implementing automated solutions.
- Analyzed volume trends to optimize workforce allocation.
- Partnered with product specialists to refine offerings while emphasizing customer advantages.
- Enhanced employee skills through tailored training sessions.
- Designed and implemented robust quality assurance protocols.
- Exhibited strong, visible leadership to enhance a positive and open culture.
- Ensured efficient workplace by partnering closely with support teams.
Associate Director, Operations
ekincare (Aayuv Technologies Pvt Ltd)
Hyderabad
10.2020 - 08.2021
- Elevated Play Store app rating from 3.5 to 4.6 in just four months. Consistently upheld CSAT score exceeding 4 through meticulous attention to customer feedback.
- Provided quick and effective client support through multiple channels, including chat.
- Developed and guided the Training & Quality division from inception, elevating productivity.
- Designed Employee Wellness Plans tailored to corporate client needs.
- Coordinated with multiple service providers to enhance diagnostics, hospitals, and mental health programs nationally.
- Collaborative initiatives with the Core team and stakeholders led to achieving set financial goals.
- Planned client-focused onsite events such as Health Check camps.
- Elevated product sales by interacting extensively with customers.
- Ensured consistent operational efficiency and service quality by overseeing vendor collaborations through MBRs.
- Enhanced operational performance by minimizing resource effort through strategic tool choice.
- Established protocols as part of initiatives to optimize workflows for a startup.
- Partnered with Product and Management departments to advance product offerings.
Manager - Quality Operations
HCL Technologies Ltd (Client - Google)
Hyderabad
06.2017 - 06.2018
- Executed audits and offered feedback for resolving DoubleClick for Publishers & Ad Exchange Tickets.
- Executed initiatives driving significant gains in worldwide CSAT metrics.
- Oversaw professional growth of auditors located in multiple regions, including NA, Poland, and China.
Manager - Quality Operations
Knoah Solutions Pvt Ltd
Hyderabad
12.2015 - 06.2017
- Led and executed a project for Transactional Quality and Call Monitoring within a major Indian Telecom company.
- Directed monthly audits to assess over 100,000 transactions involving KYC documents, calls, and emails.
- Collaborated with the Senior Leadership team to oversee P&L management.
- Implemented enhanced audit form with criteria from analysis of over 1000 calls.
- Supervised the creation of invoices to align with financial protocols.
- Implemented forward-thinking talent management initiatives to strengthen organizational capabilities.
Team Leader
Cognizant Technology Solutions
Hyderabad
08.2012 - 08.2015
- Orchestrated seamless remote operations for Agent Maintenance, ensuring compliance with state guidelines.
- Implemented keyboard shortcuts, optimizing processes and achieving a 1 FTE reduction in the first year.
- Implemented effective training strategies to support the successful integration of offshore employees.
- Spearheaded process enhancement projects leveraging Quality Control Tools and Root Cause Analysis methodologies, streamlining workflows.
- Oversaw transactional quality and call monitoring for a leading US mortgage company.
- Conducted audits on over 10,000 calls each month with a team of 50 FTEs assessing call center analysts in the USA and Philippines.
- Led rebuttal discussions and determined final outcomes of completed audits.
Team Leader
WIPRO BPO
Navi Mumbai
07.2007 - 07.2012
- Executed various roles in the Life Assurance & Pension process for a leading UK Insurance provider.
- Optimized workload handling to match forecasted estimates, maintaining operational efficiency.
- Delivered specialized instruction to strengthen core areas of feedback effectiveness and interpersonal skills.
- Ensured compliance with ISO 27001, BS7799, and ISO 9001 security standards.
- Aligned audit parameters with Treating Customers Fairly guidelines mandated by Financial Services Authority.
Education
Bachelor of Science - Mathematics
Bhavan's College
AndheriCabin Crew training -
Indian Airlines
HyderabadSkills
- Operational strategy
- Performance metrics
- Regulatory compliance
- Customer satisfaction
- Process optimization
- Stakeholder engagement
- Quality assurance
- Communication skills
- Risk assessment
- Change management
- Workforce planning
- Strategic planning and execution
- Performance management
- Employee engagement
- Problem-solving abilities
- P&L management
Certification
- Enterprise Risk Management
- LOMA 281
- 4 STAR certified by OnTrac
- Effective Coaching Skills
- How to conduct an Interview
Hobbies and Interests
- Yoga
- Reading
- Solving puzzles
- Music & Dance
Languages
- English
- Hindi
Personal Information
Date of Birth: 6th July 1981
Languages
English
First Language
Hindi
Advanced (C1)
C1
Timeline
Director of Operations
Magnit
09.2024 - Current
Service Delivery Manager - Risk & Compliance
Tata Consultancy Services (TCS)
04.2023 - 08.2024
Director - Operations
Numerator
08.2021 - 03.2023
Associate Director, Operations
ekincare (Aayuv Technologies Pvt Ltd)
10.2020 - 08.2021
Manager - Quality Operations
HCL Technologies Ltd (Client - Google)
06.2017 - 06.2018
Manager - Quality Operations
Knoah Solutions Pvt Ltd
12.2015 - 06.2017
Team Leader
Cognizant Technology Solutions
08.2012 - 08.2015
Team Leader
WIPRO BPO
07.2007 - 07.2012
Bachelor of Science - Mathematics
Bhavan's College
Cabin Crew training -
Indian Airlines
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