Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Additional Information
Timeline
Volunteer
Altamash Syed

Altamash Syed

Business Operations Manager | Business Leadership Professional
Pune,India

Summary

Astute Business professional with over 17 years of experience, had the opportunity to lead, transform and empower people with new and innovative ideas. Focused on supporting cross-functional teams to increase customer satisfaction through process improvements. A thorough management professional with proven expertise in handling P&L and SLAs and exceptional knowledge of developing strategic plans for service excellence.

Expertise - Insurance, Banking (Retail and Credit Card) and Telecom.

Managed voice, chats and back-end projects, motivating and leading teams with successful Service Delivery/Process targets

Overview

18
18
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

Business Operations Manager

Amdocs
Pune, India
08.2016 - Current
  • Telecom Managed Services – Order to Activation process
  • Chat process – B2B fallout resolution
  • Calling process - B2B and B2C Outbound - promos handling
  • Devised strategies to improve project performance and excellent service resulting in most preferred vendor partner .
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Worked in tandem with team to better understand business process and initiate improvements, helping company achieve goals.
  • Oversaw day-to-day business operations by fostering deep professional relationships with internal teams and customers.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Mitigated business risks by working closely with employees and assessing individual strengths and initiated mentoring program to improve areas of weakness..
  • Collaborated with senior leaders to work on staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Led hiring and onboarding of new hires to fulfill business requirements.

Operations Manager

Mphasis
Pune, India
06.2011 - 08.2016
  • Insurance and Banking


  • Devised processes to boost long-term business success and increase profit levels.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Analyzed and reported on key performance metrics to senior management.
  • Implemented innovative programs to increase employee loyalty and reduced attrition.


Quality Lead

Mphasis
Pune, India
05.2009 - 06.2011
  • Reassessed quality control measures at systemic level to proactively identify non-conformances.
  • Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
  • Wrote, reviewed and approved documents to preserve quality assurance.
  • Created requirements for milestones and monitored completion of tasks for QA team.
  • Analyzed quality management system metrics to identify trends, lead improvement projects and prepare third-party inspections and audits.
  • Performed internal audits to maintain operating procedure and regulatory standards compliance.
  • Coached and motivated QA team to develop competencies.


Customer Service Associate

Mphasis
Pune, India
06.2005 - 05.2009
  • Maintained customer satisfaction with positive attitude, addressing customer needs and resolving concerns.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Handled billing and payment issues following guidelines, resolving disputes properly.


Education

MBA - Post Graduate Diploma in Business Administration

Symbiosis Centre For Distance Learning
Pune
06.2010 - 05.2012

Master of Commerce - Advanced Cost Accounting

Ness Wadia College of Commerce - Pune University
Pune
06.2006 - 05.2008

Bachelor of Commerce - Specialization – Advanced Accountancy

Modern College of Commerce - Pune University
Pune
06.2001 - 05.2004

Skills

Operations management

undefined

Certification

Amdocs - GrowPro Facilitator programme

Accomplishments

  • Collaborated with Automation team to develop Coaching tracker tool for weekly Quality and Coaching evaluations
  • Used Microsoft Excel to develop tracking spreadsheets for daily Operations Monitoring - Due Diligence
  • Achieved 100% on SLAs/KPIs month on month for >3 years. 156 SLAs/KPIs every year in deep green
  • First Call Resolution (FCR) - Overachieved the target month on month to earn bonus consistently
  • >95% in Quality against the target of 90% and 4.7 SME rating against 4.
  • Developed Onboarding and Offboarding tool for better monitoring New Hires and leavers.
  • 100% on external compliance audit YOY.


Additional Information

· Date of Birth: 1st October 1984

· Marital Status: Married

· Passport Status: Valid Passport

Timeline

Amdocs - GrowPro Facilitator programme

01-2023

Certified ScrumMaster

06-2017

Business Operations Manager

Amdocs
08.2016 - Current

Service in Insurance – Certified Learning Program

08-2011

Operations Manager

Mphasis
06.2011 - 08.2016

MBA - Post Graduate Diploma in Business Administration

Symbiosis Centre For Distance Learning
06.2010 - 05.2012

Lean Six Sigma Green Belt Certified (Asian Institute of Quality Management)

10-2009

Quality Lead

Mphasis
05.2009 - 06.2011

Master of Commerce - Advanced Cost Accounting

Ness Wadia College of Commerce - Pune University
06.2006 - 05.2008

Customer Service Associate

Mphasis
06.2005 - 05.2009

Bachelor of Commerce - Specialization – Advanced Accountancy

Modern College of Commerce - Pune University
06.2001 - 05.2004

Similar Profiles

CREATE PROFILE
Altamash SyedBusiness Operations Manager | Business Leadership Professional