Akhilesh Kumar
Operations Manager
Bengaluru
Summary
Detail-oriented Compliance manager expertise in Compliance risk management, Project management, Policy development, Selling partner and Customer experience enhancement and Strategic planning. Advanced knowledge of regulatory product compliance with proven track record of partnering with cross node stakeholders and business leaders to identify vulnerabilities and create corrective actions. Collaborative and team oriented with excellent communication and interpersonal skills to foster strategic partnerships
Overview
9
9
years of professional experience
Work History
Operations Manager – Compliance
Amazon Development Center
10.2023 - Current
- Currently handling a team of 36 senior associates to meet Org KPIs and driving compliance process improvements. Have fostered career growth; successfully promoted 3 associates to advanced roles.
- Collaborated with the Product team to develop the ASHVA tool aimed at reducing NAV during case resolution. The tool decreased required clicks by 85.29% resulting in a 35.67% reduction in AHT and contributing to a 22 headcount saving.
- Launched the REX (Responsive Experience) project in collaboration with the Program team to streamline compliance processes and provide clear, actionable guidelines for well-intentioned selling partners to enable safe listing on Amazon. This initiative reduced case reopen rates from 30% to 12% and improved first-touch approval rates from 72.82% in August 2024 to 75.42% in November 2024.
- Led the onboarding of Workforce Management for 400 HC globally through the successful implementation and adoption of NICE and Aspect tools, enhancing operational efficiency and resource planning across regions.
- launched Ireland store covering 1,551 policies by developing a project charter that included headcount training, capacity planning, SOP creation and seller help page development. Achieved 99.24% SLA compliance with zero quality DPMO.
- Established process quality audit by collaborating with Program team, Product team, Global Operations POCs & Quality Audit team to evaluate actions taken by associates – reworks reduced by 6%-point & 3 headcount cost saving.
- Collaborated with selling partner abuse team, Program team to create a new workflow to address ASINs which are affected by malicious attack from other sellers. - Sales loss prevention of $2.3 Million in 2023.
- Established green channel for accepting escalations concerning High value ASINs, Established standard guideline across Ops to handle escalations, collaborated with world-wide Ops POCs to create 24/7 oncall support, reduced the SLA for such escalations from 24 Hrs to 4Hrs - Sales loss prevention of $6 Million in H1 2024.
- Interviewed & onboarded 44 New employees to the Operations team in 2024.
- Onboarding new metrics to deliver on operational goals, collaborating closely with program and operations teams Such as TP 90, Repeat contact rate (RCR), Time To Resolution (TTR), First contact Resolution (FCR) and Appeal Rate.
Team Lead
Amazon Development Center
06.2022 - 09.2023
- Handled and mentored a team of 14 associates to foster proper completion of assigned responsibilities.
- Enhanced overall team performance by providing regular coaching, feedback and skill development opportunities and thus lead to KPI improvements Productivity improvement by 30%, Quality improvement from 88% to 96% and Improved Customer experience response rate by 83% to 92%
- Onboarding and upskilling over 450+ HCs with effective Training planner and Cross-collaboration with WW Teams to reduce training efforts by 54%.
- Designed and implemented a strategic roadmap to improve SLA targets from 7 CD to 1 CD in Q1 2023. This included capacity planning, a new reporting structure via a 1CD SLA quicksight dashboard, transitioning to a 7day roster with staggered shifts, and launching an SSA-developed FIFO allocation tool resulting in SLA achievement of 98.94% against a target of 90% in Q 2023.
- Utilized CAPA Mechanisms to improve Operational Output Quality by 38% as core Quality Lead. Collaborated with Stakeholders to devise Data representation Dashboards for Operational Metrics Improvement.
Product Compliance Subject Matter Expert
Amazon Development Center
10.2020 - 05.2022
- Initiated and led a global Gemba Walk initiative with the Compliance Operations team to foster a culture of continuous improvement by identifying and resolving process inefficiencies. Successfully identified 546 process issues, achieving a 97% closure rate with an average resolution time of 14 days, resulting in enhanced SLA adherence, reduced AHT, improved quality, and better employee experience.
- Spearheaded the development of SOPs for 110+ product categories across the EU store, driving standardization and quality benchmarks. This initiative enabled the approval of 2.7 million toy ASIN products previously restricted due to non-compliance.
- Established Escalations Handling Framework to receive and guide Stakeholders toward compliance-oriented resolutions, enhancing Seller Experience by ~24%.
- Led Process Efficacy projects in collaboration with cross-functional teams and Stakeholders towards domain of Quality, Training, Performance Improvement and HC Optimization themes.
Senior Testing Executive
Bureau Veritas Consumer Products Services
06.2018 - 09.2020
- Testing of Toy’s and Juvenile Products as per AS/NZS, ISO 8124, EN 71, ASTM F963, IS-9873, CANADA SOR 2011/17 standards.
- Enhanced in lab test capability for Business expansion
- Standardized test reporting formats across projects for improved clarity in metrics analysis and decision making.
- Streamlined testing processes for increased efficiency through thorough documentation and organization of test plans.
- Conducted regular compliance audits as per ISO/ IEC 17025:2005/ 2017, ensuring adherence to industry regulations and standards.
Heat Treatment Engineer
CHW FORGE PVT LTD
09.2017 - 05.2018
- Production status of jobs, Inputs for Process Improvement for Minimization of Defects, Reworks and Rejections.
- Preparing & Closing of Non Conformance Reports (NCR’s) and Investigating of Customer Complaints
- Performing mechanical testing on final products
- Creation of technical drawings through CAD like Auto CAD and Solidworks
- Facilitated training sessions for team members on quality management principles and best practices, enhancing overall competency levels within the department.
Quality Engineer
Alcozin Alloy Castings
06.2016 - 08.2017
- Implementation of 5S, kaizen, poke-yoke and 7QC tools.
- Improved customer satisfaction levels with timely resolution of non-conformance issues and effective corrective actions.
- Enhanced product quality by implementing rigorous inspection procedures and conducting thorough root cause analysis.
Education
Bachelor of Technology - Mechanical Engineering
Noida International University
Gautam Budh Nagar 04.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
HC Optimization
Cross-Functional Collaboration
Vendor and Product Management
KPI tracking
Project Management
Data Analysis and Evaluation
Work flow planning
Kaizen
Accomplishments
- Received lean innovator Award for Project ASHVA which Reduces AHT by ~35% and saved 22 HC
- Awarded with Prime Award in 2024 based on invent and simply, ownership, customer obsession and deliver result to drive automation in making process more efficient and error free
- Awarded with process Ninja award in 2022 demonstrated deep dive to streamline the process simpler
Timeline
Operations Manager – Compliance
Amazon Development Center
10.2023 - Current
Team Lead
Amazon Development Center
06.2022 - 09.2023
Product Compliance Subject Matter Expert
Amazon Development Center
10.2020 - 05.2022
Senior Testing Executive
Bureau Veritas Consumer Products Services
06.2018 - 09.2020
Heat Treatment Engineer
CHW FORGE PVT LTD
09.2017 - 05.2018
Quality Engineer
Alcozin Alloy Castings
06.2016 - 08.2017
Bachelor of Technology - Mechanical Engineering
Noida International University
04.2001 -
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