ABHISHEK NAIR
Gurgaon,Haryana
Summary
Results-driven Operations Governance and Business Excellence Leader experienced in leading multi-tier service operations and performance governance. Delivered high-impact outcomes by managing teams of up to 100 associates, developing automated BI reporting ecosystems, and implementing capacity models that consistently exceeded SLA benchmarks. Focused on enhancing operational productivity through data analytics, workforce planning, and structured workflows for continuous improvement.
Overview
1
1
Language
2
2
years of post-secondary education
7
7
years of professional experience
Work History
Shift Manager – Operations Governance & Service Delivery
ETS
Gurgaon
01.2025 - Current
- Lead end-to-end operational governance for 80–100 associates, ensuring strict compliance with quality benchmarks, throughput goals, and client SLAs.
- Conducted operational risk audits and weekly performance reviews, achieving 100% adherence to standard operating procedures (SOPs).
- Reduced operational escalation volumes by over 20% through establishment of structured Root Cause Analysis (RCA) workflows, 5-Why diagnostic frameworks, and preventative action plans (CAPA).
- Developed data-driven capacity and workforce planning models in Excel, optimizing associate scheduling and driving a 12–15% uplift in queue productivity.
- Analyzed weekly and monthly operational data to identify workflow anomalies, volume surges, and quality bottlenecks, implementing targeted corrective interventions.
- Built automated Power BI dashboards and centralized performance trackers integrating multi-source operational metrics, providing real-time data visibility for leadership decision-making.
- Partnered with cross-functional business stakeholders to lead seamless process transitions, requirement gathering, and governance alignment.
Team Manager – Technical Operations & Performance Governance
CONCENTRIX (CONVERGYS)
Gurgaon
08.2022 - 01.2025
- Directed daily operations, quality governance, and service delivery for technical support teams of 40–60 engineers and specialists, ensuring alignment with organizational objectives.
- Built performance diagnostic models using Excel and internal tracking tools, coaching underperforming team members to elevate overall KPI scores by 10–15%.
- Built performance diagnostic models using Excel and internal tracking tools, and coached underperforming team members to boost overall KPI scores by 10–15%.
- Reduced process error rates by 18% through SOP standardization, mistake-proofing workflows, and implementing structured quality gate audits.
- Led cross-functional operational improvement projects that eliminated workflow delays and cut task turnaround times by 20%.
Operational Trainer & Learning Specialist
CONCENTRIX (CONVERGYS)
Gurgaon
08.2020 - 07.2022
- Developed and delivered onboarding programs for 700+ employees, enhancing technical, process, and soft-skills competencies across operational batches.
- Designed and delivered comprehensive technical, process, and soft-skills onboarding programs for 700+ employees across multiple operational batches.
- Reduced nesting and incubation duration by 20–25%, significantly accelerating speed-to-productivity for new operational cohorts.
- Monitored training analytics and competency evaluations, boosting post-training knowledge retention scores by 15% through targeted feedback loops.
Senior Technical Support Engineer
CONCENTRIX (CONVERGYS)
Gurgaon
07.2019 - 07.2020
- Delivered Tier-2 technical support, consistently exceeding customer satisfaction (CSAT) and resolution time benchmarks by effectively resolving complex issues.
- Delivered complex Tier-2 technical support, consistently exceeding customer satisfaction (CSAT) and resolution time benchmarks.
- Authored troubleshooting knowledge base articles and standard operating guides, enhancing support floor efficiency and enabling consistent issue resolution.
Education
B.com - Accounting
IEC University
Himachal, India 06.2016 - 07.2018
Skills
- Operations & Governance
- - SLA & KPI Governance
- - Shift & Operations Management
- - Quality Control & Auditing
- - Risk Identification & Mitigation
- Analytics & BI
- - Dashboard Development
- - Reporting Automation
- - Trend & Variance Analysis
- - Capacity & Workforce Modeling
- Technical Tools & Software: Power BI (Data Modeling, DAX, Visual Reporting), Advanced MS Excel (Pivot Tables, Advanced Lookups, Data Validation, Power Query, Statistical Formulas), PowerPoint (Executive Storyboarding & Business Reviews), Operational Database
- Analytical Capabilities: Dashboard automation, Operational Analytics, Trend & Gap Analysis, Capacity forecasting, SLA scorecards, Process documentation
- Process & Stakeholder Excellence
- - Root cause analysis
- - Process optimization
- - Cross-Functional Collaboration
- - Change management
Personal Information
Title: OPERATIONS GOVERNANCE & BUSINESS EXCELLENCE LEADER
Accomplishments
- Large-Scale Team Leadership: Governed operational delivery and service standards for cross-functional teams of up to 100 associates, overseeing performance reviews, roster governance, and career progression.
- Reporting & BI Automation: Built centralized Power BI dashboards and automated Excel reporting systems, eliminating manual reporting overhead and delivering real-time operational visibility to senior leadership.
- Operational Productivity Uplift: Delivered a 12–15% productivity gain across operational queues through data-backed capacity planning, workload rebalancing, and lean workflow redesign.
- Incident & Escalation Mitigation: Curtailed escalation volumes by >20% across critical accounts by implementing structured 5-Why root cause analysis and preventative corrective action plans (CAPA).
- Enterprise Capability Building: Spearheaded technical and onboarding training programs for 700+ professionals, maintaining a 95%+ first-attempt certification rate and reducing incubation time by 20–25%.
AWARDS & RECOGNITION
Title: OPERATIONS GOVERNANCE & BUSINESS EXCELLENCE LEADER
EARLIER CAREER FOUNDATIONS
Title: OPERATIONS GOVERNANCE & BUSINESS EXCELLENCE LEADER
Languages
English
First Language
Timeline
Shift Manager – Operations Governance & Service Delivery
ETS
01.2025 - Current
Team Manager – Technical Operations & Performance Governance
CONCENTRIX (CONVERGYS)
08.2022 - 01.2025
Operational Trainer & Learning Specialist
CONCENTRIX (CONVERGYS)
08.2020 - 07.2022
Senior Technical Support Engineer
CONCENTRIX (CONVERGYS)
07.2019 - 07.2020
B.com - Accounting
IEC University
06.2016 - 07.2018