Aman Bhartwal
Summary
General Manager with over 17 years of leadership in the BPO/KPO/ITES sectors, expertly managing operational efficiencies, client relationships, and profitability. Demonstrates a strong proficiency in strategic planning, quality management, and team development, with a proven ability to enhance service delivery and operational performance. Poised to apply extensive experience in operations management towards a Vice President role, aiming to drive strategic growth and operational excellence.
Overview
17
17
years of professional experience
Work History
General Manager
Ascendum KPS Private
Ahmedabad
04.2024 - Current
- Heading offshore delivery for entire US Business Operations with 40 odds clients in US Mortage, Titles and Accounting.
- Develop strategic plans to ensure growth and profitability of US operations, achieving measurable results.
- Manage budgets to control costs and enhance profitability, meeting financial targets consistently.
- Align business objectives with organizational goals through collaboration with senior management.
- Oversee daily operations for efficient service delivery, resulting in improved operational performance.
- Build strong client relationships to ensure satisfaction and retention, addressing concerns promptly.
- Implemented advanced tech solutions to streamline operations and boost client satisfaction.
- Monitored and refined KPIs to surpass operational targets and enhance business efficiency.
- Led team to exceed service delivery expectations through dynamic leadership and training.
- Forecasted industry trends to align operations with future market demands effectively.
Associate General Manager
Ascendum KPS Private
Ahmedabad
04.2022 - 03.2024
- Implement operational strategies to enhance service delivery, achieving measurable improvements.
- Support Global Delivery Head in client relationship management, fostering strong partnerships.
- Participate in client meetings and presentations, contributing to successful engagements.
- Assist in budget development and management for US operations, ensuring financial efficiency.
- Contribute to strategic planning for US business operations, driving successful execution.
- Prepare and present operational performance reports, providing valuable insights to leadership.
- Coordinate with departments for alignment and collaboration, enhancing overall efficiency.
- Built an internal compliance process resulting no findings in external and internal audits.
- Transitioned new US Accounting business division.
- Manage special projects and initiatives, delivering impactful results for senior management.
- Fostering strong team synergy to accelerate project delivery and enhance quality.
- Optimized resource allocation, reducing costs while maximizing operational agility.
Senior Manager Operations
Ascendum KPS Private
Ahmedabad
02.2021 - 03.2022
- Led 450+ staff in mortgage operations, enhancing process efficiency and client satisfaction.
- Collaborated with VPs and SVPs to optimize division margins, enhancing profitability.
- Developed client communication paths, ensuring alignment on processes and new business opportunities.
- Implemented Six Sigma to boost service quality, achieving top-tier client satisfaction levels.
- Pioneered client communication strategies, fostering robust relationships and expanding business scope.
- Oversaw team development through strategic hiring, training, and performance evaluations.
- Managed client invoicing and requisitions, ensuring accuracy and adherence to requirements.
- Streamlined team operations, boosting productivity through strategic process reengineering.
- Identified and fixed billing leakage, revisited incentive model, rationalized leadership per employee headcount & realigned manpower.
- Reduced operational costs by 15% through effective resource management.
Senior Manager Operations
TCS
12.2019 - 02.2021
- Led a team of 100+ members managing business operations for Gandhinagar location.
- Led client commitments, managed costs and revenues, maintained target gross margins.
- Collaborated with Unit Head and Business Relations Manager for business expansion.
- Interacted with mid-management stakeholders to ensure account continuity and progress.
- Managed critical assignments, delivering results within stipulated timeframes.
- Spearheaded business expansion initiatives in collaboration with top management, driving sustainable growth.
- Developed talent by training Assistant Managers and Team Leaders, boosting their professional growth.
- Cultivated high-performance culture by mentoring emerging leaders within the team.
- Pioneered a comprehensive training system, elevating team capabilities and readiness.
- Streamlined resource allocation, significantly reducing expenses while maximizing output.
Manager Operations
Ascendum KPS PVT LTD
08.2016 - 12.2019
- Oversaw client invoicing and tracking, ensuring accuracy and timely delivery.
- Directed a team of 100+ FTEs in managing a comprehensive US Mortgage Campaign.
- Developed and implemented SOPs, training manuals, and process guidelines, safeguarding client IP.
- Conducted regular performance appraisals and recommended top performers for career advancement.
- Collaborated with US Sales team to finalize SOW for new business opportunities.
- Streamlined client invoicing, enhancing tracking accuracy and reducing errors.
- Fostered talent development, leading to a 15% promotion rate within the team.
- Mentored junior managers, enhancing team leadership skills across the department.
- Enhanced reporting methods to provide deeper insights into team productivity.
Assistant Manager
Ascendum KPS Private
Ahmedabad
06.2014 - 07.2016
- Managed daily operations and team performance, achieving measurable improvements in efficiency.
- Led process optimization projects, resulting in significant cost reductions and enhanced productivity.
- Developed and implemented training programs, boosting team skills and operational effectiveness.
- Resolved operational challenges swiftly, ensuring minimal disruption and maintaining high service levels.
- Spearheaded team to exceed performance targets by 15% through strategic leadership.
- Monitored and refined operational processes to ensure error reduction and compliance.
- Enhanced quality control, reducing process errors significantly.
- Reimagined team strategy, leading to a sustainable increase in service quality.
- Enhanced reporting mechanisms to increase transparency and accountability.
Team Leader
Ascendum KPS Private
Ahmedabad
08.2012 - 05.2014
- Coordinated cross-functional teams to streamline processes, achieving measurable improvements in workflow.
- Trained and mentored new team members, enhancing team cohesion and skill levels.
- Led operations team to 20% efficiency increase by optimizing workflows.
- Analyzed team performance data to identify improvement opportunities.
- Managed complex operational tasks with a focus on precision and accuracy.
- Cultivated a supportive environment, significantly raising team morale and performance.
Senior Associate
Ascendum KPS Private
Ahmedabad
03.2011 - 07.2012
- Managed daily operations, ensuring timely processing and accuracy, leading to improved client satisfaction.
- Streamlined workflows, reducing processing time and increasing efficiency.
- Trained and mentored junior staff, fostering a collaborative and skilled team environment.
- Resolved complex issues, minimizing errors and enhancing operational reliability.
Process Developer
GENPACT
Jaipur
12.2009 - 08.2010
- Trained team on new processes and products, enhancing team efficiency and knowledge retention.
- Reviewed team performance monthly, providing actionable feedback to improve productivity.
- Managed production and quality teams in senior's absence, ensuring seamless operations.
- Developed and implemented SOPs and process manuals, standardizing procedures and improving consistency.
Process Associate
GENPACT
Jaipur
07.2007 - 11.2009
- Managed daily production, ensuring compliance with company policies, resulting in improved efficiency.
- Resolved client issues promptly, leading to higher customer satisfaction and retention rates.
- Collaborated with leaders to streamline processes, reducing turnaround times.
- Trained new hires, fostering a supportive work environment and boosting team performance.
Education
BBA -
Commerce College
Senior Secondary -
Sanjay Public School Jaipur
Secondary -
Sanjay Public School Jaipur
Skills
- Client Management
- Transition Management
- Operations Management
- Quality Management
- People Management
- Crisis Management
- Project Management
- Mentoring
- Due Diligence
- Business Analysis
- Decision Making
- Problem Solving
Accomplishments
- Savings - Identified billing discrepancies, introduced a new line of business to existing clients, and rectified contract defects, resulting in cost savings exceeding 1.5 crores.
- Internal ISO and SOC Auditor: Conducted quarterly audits to identify compliance issues within internal departments and implemented corrective actions.
- Workflow Automation Implementation: Introduced a workflow automation tool that significantly reduced turnaround time (TAT) per file, directly increasing company revenue and profit.
- Dashboard Creation: Developed valuable client dashboards highlighting major defects and potential issues, used as a tool for internal department improvement meetings.
- Macro Pro Application Development: Currently working on a Macro Pro application to reduce file-specific TAT, achieving a reduction of 10 minutes per file, with ongoing exploration of further triggers for additional reduction.
- Employee Recognition:
Best Employee Q3 2011 at Ascendum KPS PVT LTD.
Best Team Lead Q2 2013 at Ascendum KPS PVT LTD.
Best Team Lead 2013 at Ascendum KPS PVT LTD.
Best Leader 2023 at Ascendum KPS PVT LTD. - Awards and Recognition at GENPACT:
Awarded the Bronze Award. - Sports:
Member of the GENPACT Corporate Cricket team.
Organizing internal and corporate cricket tournaments in Ascendum KPS PVT LTD.
Recognized as Accuracy Champion for 3 consecutive months.
Languages
English
Hindi
Personal Information
- Current CTC: Details can be shared as and when required
- Passport Number: Active
- Date of Birth: 09/27/87
- Gender: Male
- Marital Status: Married
Us Visa
Holding B1 US VISA for 10 Years
HOBBIES
Sports: Demonstrates teamwork, discipline, and dedication.
Traveling: Highlights adaptability, cultural awareness, and curiosity.
Music: Playing an instrument or being involved in music-related activities indicates dedication, discipline, and creativity.
Timeline
General Manager
Ascendum KPS Private
04.2024 - Current
Associate General Manager
Ascendum KPS Private
04.2022 - 03.2024
Senior Manager Operations
Ascendum KPS Private
02.2021 - 03.2022
Senior Manager Operations
TCS
12.2019 - 02.2021
Manager Operations
Ascendum KPS PVT LTD
08.2016 - 12.2019
Assistant Manager
Ascendum KPS Private
06.2014 - 07.2016
Team Leader
Ascendum KPS Private
08.2012 - 05.2014
Senior Associate
Ascendum KPS Private
03.2011 - 07.2012
Process Developer
GENPACT
12.2009 - 08.2010
Process Associate
GENPACT
07.2007 - 11.2009
BBA -
Commerce College
Senior Secondary -
Sanjay Public School Jaipur
Secondary -
Sanjay Public School Jaipur