ABDUL SAMAD SAYYAD
Mumbai
Summary
Secure a position whereby I can apply acquired knowledge and skills, while working in a team environment, for continuously contributing to the growth and main objectives of the organization.
Seasoned Operations Manager and talented leader with 11 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Knowledgeable Operations manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
14
14
years of professional experience
Work History
Operations Manager
Hexaware Technologies Limited
11.2014 - 09.2025
- Led end-to-end operations for customer support processes, ensuring delivery of KPIs, SLAs, and quality benchmarks across multiple client accounts.
- Managed a team of 60 associates and team leaders, driving performance excellence through coaching, feedback, and structured development plans.
- Monitored daily operations and implemented process improvements to enhance customer satisfaction and reduce average handling time (AHT).
- Collaborated with cross-functional teams (Quality, Training, Workforce Management, and MIS) to ensure smooth execution of business objectives.
- Analyzed performance reports and root causes to design and execute improvement action plans for productivity and quality metrics.
- Ensured compliance with client contractual obligations, operational policies, and Hexaware's governance framework.
- Worked closely with clients to understand business needs, manage escalations, and deliver strategic operational insights.
- Streamlined operational processes by implementing Agile methodologies, resulting in improved project delivery timelines and team efficiency.
- Led cross-functional teams to identify and resolve system inefficiencies, enhancing overall productivity and project outcomes.
- Developed and maintained operational dashboards, providing real-time insights that facilitated informed decision-making across departments.
- Mentored junior team members, fostering skill development and promoting a culture of continuous improvement within the organization.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Process: Global Customer Support
SLA Executive
Tata Communication Payment Solutions Ltd
03.2013 - 03.2014
- Analyzed service level agreements to ensure compliance, driving operational excellence and reducing service delivery discrepancies.
- Follow ups with Vendors & Engineers to Make ATMS live & Handling the Bank Escalations.
- Parent Organization: Quasar Consultant & Lobo Staffing Solutions.
- Process: SLA
Customer Service Executive
First Source Solutions Ltd
08.2011 - 03.2013
- Handling Priority Banking Customers & Debit card blocking.
- Enhanced customer satisfaction by resolving inquiries and complaints through efficient communication and problem-solving strategies.
- Process: Phone Banking
Education
H.S.C -
Maharashtra State Board
MumbaiS.S.C -
Maharashtra State Board
MumbaiSkills
- Basic computer operations
- English typing
- MS Excel
- PowerPoint
Hobbies and Interests
- Listening Music
- Bike Riding
- Computer Games
Personal Information
- Date of Birth: 09/01/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Timeline
Operations Manager
Hexaware Technologies Limited
11.2014 - 09.2025
SLA Executive
Tata Communication Payment Solutions Ltd
03.2013 - 03.2014
Customer Service Executive
First Source Solutions Ltd
08.2011 - 03.2013
H.S.C -
Maharashtra State Board
S.S.C -
Maharashtra State Board