Investing and Trading
Abhishek Arora
Associate Director - Virtusa Systems India Pvt Ltd
Hyderabad,Telangana
Summary
Focused Director of Operations with 19 years of success in establishing and managing Trust &Safety, Content Moderation/Review, Media & Technology, Collections and Sales verticals by working with Top Companies.
Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Currently managing a team of 700+ FTE in Non-Voice Operations for one of the biggest Social Media client for Trust & Safety line of business at TaskUs.
Overview
20
20
years of professional experience
20
20
years of post-secondary education
Work History
Associate Director
Virtusa Systems India Pvt Ltd
Hyderabad, TELANGANA
08.2024 - Current
- Led teams of up to 750+ personnel, supervising daily performance as well as training and improvement plans.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Maintained compliance with industry regulations while adapting to changes in legislation or best practices as needed.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
Operations Director
TaskUs India Pvt Ltd
05.2022 - 07.2024
- Project: Paid Ops - Social Media Paid Content Review and Moderation
- The team deals with Content review and moderation for the Political and commercial content on social media platform.
- Led, supervised and provided strategic direction for workforce of 700+ employees in a dynamic environment for high profile social media client.
- Responsible for hiring and motivating the new entrants to the project as per the guidelines Building and creating the SOP's for various operational activities
- Improved company revenue and margins by collaborating with marketing, sales and service departments.
- Financial Optimization by leaving Zero Money on table.
- Revenue Management for the Project ensuring 100% revenue attainment
- Responsible for Growth or the verticals through Client Services by getting new/additional Ramps
- Weekly/Monthly/Quarterly Business Reviews to CEO and Clients
- Drive engagement and Employee satisfaction through various activities conducted periodically
- Responsible for the growth and development of all the resources for the project and empowering them by giving regular feedback
- Initiating Performance Reviews and monitoring the progress on the same.
- Leading and driving Insights and Innovation team by delivering high quality insights to client to make the platform effective and efficient.
Senior Manager - Voice & Non Voice
Firstsource Solutions Pvt Ltd
06.2021 - 05.2022
- Instrumental in establishing Content Media and Technolgy vertical for Firstsource.
- Deliver on Financial goals for business with 100% revenue attainment and QoQ growth in SM%
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Find opportunities for Growth & deliver on growth commitments;
- Provided strong leadership to enhance team productivity and morale.
- Consolidated vendors and renegotiated contracts to optimize costs.
Associate Manager - Content Moderation
Accenture Solutions Pvt Ltd
07.2018 - 06.2021
- Project: Political Ads Content Review and Moderation,
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- The team deals with Content review and content moderation for the Political
- Team Management which includes managing a team of 350+HC responsible for the day to day work Managing a high-profile client in a dynamic environment and responsible for the deliverables as per the contract
- Taking regular sessions for the entire operations floor for 1500+ resources
- Responsible for the R&R for the entire project
- Responsible for hiring and motivating the new entrants to the project as per the guidelines Building and creating the SOP's for various operational activities
- Lead day-to-day operations of team and create daily accountability for reps regarding program objectives
- Responsible for the growth and development of all the resources for the project and empowering them by giving regular feedback
- Setting up Weekly Operational meetings and updating the department progress for the week in the same
- Weekly/monthly cadence with the client on the performance and the capturing any new update from the client Regular client interactions to ensure that the project is in sync with any updates and the client requirements
- Initiating PIP and monitoring the progress on the same while providing the necessary support needed by an individual
- Conducting half Yearly/Yearly appraisals and giving ratings to the Research Analysts
Team Leader - Voice and Email
Cognizant Technology Ltd
04.2016 - 07.2018
- Adwords Express Customer Service and Up-sales
- Team Management which includes managing a team of 50+HC responsible for
- Customer Service and Upsell to achieve business development and sales cycle including deal closures through strong negotiation and account management
- Lead day-to-day operations of team and create daily accountability for reps
- Punjabi regarding program objectives
- Responsibility includes maintaining high productivity and quality of the team along with grooming, mentoring and coaching of Agents
- Conducting monthly 1x1 with the agents and guiding them their way forward which aligning their goals to the company goals on a whole
- Setting up feedback sessions for the team with the quality team to ensure that the agents are updated with the errors they are making and reducing them as well
Supervisor - Voice
XPlore Tech Services Pvt Ltd
07.2005 - 06.2007
- Job responsibilities include making Outbound Calls to business houses in
- Australia and Selling the Telephone
- Fixed Line Services
- Job responsibility later included handling a team of 10 Associates responsible for making sales
Team Leader = Backoffice
Factset Research Systems India Pvt Ltd
02.2015 - 04.2016
- The team collects financial statements of Public and Private across the globe which is provided to the investment Bankers across the globe with financial analysis
- Team Management which includes managing a team of 20 research analysts and auditors responsible for collection of financial data from the company filings and auditing them as well
- Responsibility includes maintaining high productivity and quality of the team along with grooming, mentoring and coaching of research analysts
- Conducting monthly 1x1 with the research analysts and guiding them their way forward which aligning their goals to the company goals on a whole
- Setting up feedback sessions for the team with the quality team to ensure that the analysts are updated with the errors they are making and reducing them as well
- Conducting Monthly R&R to reward and recognize high performance.
Assistant Manager - Voice and Email
HSBC EDPI
06.2007 - 02.2015
- Process: Loan Management Unit (Commercial Insolvency)
- Responsible for handling the portfolio of the corporate customers of UK who have declared themselves as insolvent
- Analyzing the reasons the company going insolvent and then strategizing the recovery process from the same
- Impairment forecasts to be met (except for sudden unpredictable deterioration in value)
- Ensure Treating Customers Fairly principles are considered in accordance with the Customer Outcomes
- Use of monthly MI to ensure progress on key objectives of timely applications, accurate possible/ probable impairment forecasts, compliance with requirements for overdues/excesses/ accounts < 24 months
- Improve internal processing efficiencies by submitting CARM applications and related documentation with no technical errors
- All Approvals requiring an Approval History Sheet to have one submitted at the same time
- Portfolio Management which includes the collections from the same and making sure the future relationship with the bank doesn't hamper Team
- Management which includes managing a team of executives in UK to meet the customers in default and get the paperwork to continue the recovery process.
Education
B.Com(Hons.) - Commerce
Calcutta University
Kolkata, WB 06.2004 - 05.2007
Skills
Client Servicing/Managementundefined
Interests
Movies
Cricket
Timeline
Associate Director
Virtusa Systems India Pvt Ltd
08.2024 - Current
Operations Director
TaskUs India Pvt Ltd
05.2022 - 07.2024
Senior Manager - Voice & Non Voice
Firstsource Solutions Pvt Ltd
06.2021 - 05.2022
Associate Manager - Content Moderation
Accenture Solutions Pvt Ltd
07.2018 - 06.2021
Team Leader - Voice and Email
Cognizant Technology Ltd
04.2016 - 07.2018
Team Leader = Backoffice
Factset Research Systems India Pvt Ltd
02.2015 - 04.2016
Assistant Manager - Voice and Email
HSBC EDPI
06.2007 - 02.2015
Supervisor - Voice
XPlore Tech Services Pvt Ltd
07.2005 - 06.2007
B.Com(Hons.) - Commerce
Calcutta University
06.2004 - 05.2007
Similar Profiles
Sompa MondalSompa Mondal
Analyst-KPO at Virtusa Systems (India) Pvt LtdAnalyst-KPO at Virtusa Systems (India) Pvt Ltd
Gaurav TiwariGaurav Tiwari
Engineer at Virtusa Systems India Pvt. Ltd.Engineer at Virtusa Systems India Pvt. Ltd.
Akmal Hussain MohammedAkmal Hussain Mohammed
SAP Business Objects Developer at ITC Infotech India Ltd - Client SNBSAP Business Objects Developer at ITC Infotech India Ltd - Client SNB