Summary
Overview
Work History
Education
Skills
Timeline
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Ajay Kumar

Ajay Kumar

Senior Manager Care Operations
Bengaluru,KA

Summary

Enterprising leader & planner expertise in creating a culture of innovation and continuous process improvement, driving expanded system capability and leading-edge solutions development; poised for leadership opportunities in Service Delivery Management, Project & Program Management



Overview

16
16
years of professional experience
3
3
years of post-secondary education

Work History

Senior Manager Care Operations

Uniorbit Technologies Private Limited
08.2023 - Current
  • Oversee and lead the credit card team within Uniorbit Technologies Private Limited.
  • Foster a positive and collaborative work environment, encouraging teamwork and professional development.
  • Develop and implement efficient processes and procedures for credit card operations, ensuring compliance with company policies and industry regulations.
  • Monitor key performance indicators (KPIs) to evaluate team performance and identify areas for improvement. Streamline workflows to enhance productivity and maximize operational efficiency.
  • Uphold a customer-centric approach, ensuring prompt and effective resolution of customer inquiries, escalations, and complaints related to credit cards.
  • Implement strategies to enhance customer satisfaction and loyalty, maintaining high service standards across all interactions.
  • Analyze customer feedback and implement corrective measures as necessary to address areas of concern and improve overall service delivery.
  • Identify opportunities for process automation and technology integration to streamline credit card operations and improve efficiency.
  • Collaborate with cross-functional teams, subject matter experts, and external training partners to leverage expertise and resources for learning initiatives.
  • Build strong relationships with key stakeholders and department leaders to gain buy-in, support, and participation in learning and development programs.
  • Collaborate with internal stakeholders, including IT and software development teams, to implement automation solutions and optimize system capabilities.
  • Stay updated on emerging technologies and industry innovations to continuously enhance operational effectiveness and customer experience.
  • Ensure compliance with regulatory requirements, data security standards, and industry best practices in all credit card operations.
  • Implement robust risk management processes to mitigate fraud, minimize operational risks, and safeguard customer information.
  • Utilize data analytics and business intelligence tools to conduct in-depth analysis, identify patterns, and make data-driven decisions to optimize processes and drive business outcomes.
  • Conduct vendor evaluations and performance reviews to assess quality, reliability, and cost-effectiveness, driving continuous improvement and optimizing vendor partnerships.

Operations Manager

Amazon India Pvt Ltd
05.2022 - 07.2023
  • Heading Global Transfers Services team for Amazon supporting 150,000+ internal employee population.
  • Take ownership of strategic initiatives from conception to execution, coordinating cross-functional teams and aligning stakeholders towards a common goal. Develop project plans, define milestones, and ensure timely and successful project delivery.
  • Impeccable record of leading high-performance team of 90+ Associates, 3 Team Managers and 3 Process Leads towards accomplishment of common goals and managing multiple stakeholders across leadership & engagements.
  • Acted as Delivery Anchor; provided strategic direction regarding technologies and solutions to cross-functional teams, participating in PXT level meetings to uncover opportunities, and managing programs across globe including EMEA, APAC and US.
  • Develop and execute the strategy for achieving outstanding customer experience goals. Define key performance indicators, set targets, and establish a roadmap for enhancing the overall customer experience.
  • Lead and manage high-impact projects that have a significant non-linear impact on customer experience. Drive cross-functional collaboration and ensure successful project delivery within the defined timelines and objectives.
  • Work closely with product and tech teams to automate customer service processes, leveraging technologies such as chatbots and voicebots. Provide guidance and direction in building customer-centric products that effectively resolve customer issues.
  • Take ownership of the entire customer journey, mapping touchpoints, measuring customer feedback, and identifying areas for improvement. Proactively identify risks and failure points in the customer journey and collaborate with relevant teams to mitigate them.

Operations Manager

Amazon India Pvt Ltd
10.2017 - 04.2022
  • Headed team of 100+ Risk Investigators with 5 Managers and Process leads. Responsible for site operations and delivery on key business metrics of quality, productivity and service levels in production environment.
  • Oversee and manage the overall operations activities within a major segment of the function. Ensure efficient and effective processes are in place, coordinating resources and teams to achieve operational excellence. .
  • Sets goals and vision for function, collaborating with Ops Analytics and global operations to establish baseline goals.
  • Oversee and manage the overall operations activities within a major segment of the Bank. Ensure efficient and effective processes are in place, coordinating resources and teams to achieve operational excellence.
  • Take accountability for budget management within the assigned area(s). Monitor and control expenses, ensure resource allocation aligns with business objectives, and identify cost-saving opportunities.
  • Take on cross-site or cross-functional project leadership responsibilities. Collaborate with stakeholders across departments and sites, leveraging strong influencing skills to drive project success and achieve desired outcomes.

Assistant Manager

Genpact India Pvt Ltd
05.2010 - 09.2017
  • Led multiple teams with in inbound, outbound sales and technical support for largest domain and hosting service provider " Godaddy". Consistently exceeded quality and productivity goals, delivering exceptional results throughout tenure.
  • Identified and addressed process level gaps, driving invention and simplification for improved efficiency.
  • Led process improvements for new projects across different functions, ensuring successful implementation.
  • Managed underperformance and provided necessary support to slow learners, equipping them with required skills.
  • Fostered culture of creativity, risk-taking, and continuous improvement, encouraging innovation within team.
  • Successfully coordinated with internal and external clients, effectively managing relationships and addressing their needs.

Technical Support Engineer

CSS Corp Pvt Ltd
07.2008 - 05.2010
  • Provided solutions for customers facing telephone and internet service issues in a leading voice over internet protocol (VoIP) telephone service in US.
  • Analyzed issues and identified troubleshooting methods for quick remediation, ensuring prompt resolution for customers.
  • Attended to customer queries, resolved telephone service and internet-related issues, and collaborated with third-party service providers to fix any underlying problems, resulting in improved service quality.

Education

Bachelor of Science - Electronics And Computer Science

Osmania University
Hyderabad
04.2005 - 2007.05

Board Of Intermediate - Mathematics Physics And Chemestry

Defence Labarotries Jr College
Hyderabad
05.2002 - 04.2005

Skills

    Business Transformation &Transition

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Timeline

Senior Manager Care Operations

Uniorbit Technologies Private Limited
08.2023 - Current

Operations Manager

Amazon India Pvt Ltd
05.2022 - 07.2023

Operations Manager

Amazon India Pvt Ltd
10.2017 - 04.2022

Assistant Manager

Genpact India Pvt Ltd
05.2010 - 09.2017

Technical Support Engineer

CSS Corp Pvt Ltd
07.2008 - 05.2010

Bachelor of Science - Electronics And Computer Science

Osmania University
04.2005 - 2007.05

Board Of Intermediate - Mathematics Physics And Chemestry

Defence Labarotries Jr College
05.2002 - 04.2005

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Ajay KumarSenior Manager Care Operations