AMAN MALHOTRA
Karnal
Summary
Experienced Assistant Manager with a proven track record in leading large teams across international back office and blended utilities, e-commerce and transaction management - customer service domain. Skilled in smooth transition and streamlining operations, enhancing team performance, and improving service delivery through effective leadership and process improvements. Demonstrates a strong ability to engage and motivate staff, driving operational success in diverse and dynamic environments. Managing 60+ FTEs in blended profile. SME level in-depth knowledge of SAP, Salesforce and CRMs.
Overview
10
10
years of professional experience
Work History
Assistant Manager
Live Eye Surveillance
Karnal
05.2025 - Current
- Leading a span of 70+ professionals implementing performance standards to drive productivity and quality.
- Created industry level operation workflows and implemented across the centers in India and U.S.
- Collaborated with management on developing strategic plans for achieving business goals.
- Managed customer service inquiries and complaints in a timely manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducting regular performance reviews and constructive feedback sessions for employees to identify areas of improvement.
- Implemented quality control measures to uphold company standards.
- Workflow optimization and efficiency improvements.
- Set up SOPs to effectively and efficiently delivering the service levels.
- Managing escalation of the client abroad and providing workflow solutions to improve customer satisfaction.
- Providing Support to technical and Dev ops team to execute user acceptance testings and workflow automation.
- Managing stakeholders in day to day operations tasks.
- Creating leadership and succession plans to lay strong foundation in expanding business.
- Effectively managing training and ramp up plan to new hires.
- Managing reporting , data visualization and WBR/MBR/QBR.
- Leading LDP and MT programs in people grooming and succession planning.
- Supporting client retention and by implementing NPS and CSAT improvement initiatives.
- Consistently achieving service levels targets with optimized resources.
Lead Assistant Manager
EXL Services
Noida
02.2023 - 04.2025
- Led performance evaluations, driving team improvements and operational efficiency."
- Achieving Service Level Agreement and KPIs continuously.
- Supported successful transition to Operations by providing Pre process trainings, Upskilling more than 7 groups of 80 associates.
- Optimised business lines by mentoring team members and standardizing SOPs and workflows.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Implemented quality control measures to uphold company standards.
- Delegated work to staff, setting priorities and goals.
- Provided guidance and support to subordinate staff members on a daily basis.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Guided new hires with leadership and insights to fast-track their understanding of company programs.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Specialist Subject Matter Expert
HCL Technologies Limited
Noida
03.2019 - Current
- Started working in international utilities process as CSR. Learned and maintained in-depth understanding of Utility product and service information to offer knowledgeable and educated response.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Developed standard operating procedures and document workflows for current and future.
- Providing floor support, coaching and mentoring to different teams within the process.
- Promoted as Senior CSR in Oct 2020.
- Promoted as Specialist SME in Dec 2021.
- Handling Client calibration, Escalations, Incident reporting, team management, UAT, BPO readiness, Training and feedback, Cross function operations, Team support and day to day operation’s Controls.
Process Analyst
Provana India Pvt Ltd.
Noida
06.2018 - 11.2018
- Worked as process analyst for International US Litigation blended process. Gathered documentation and created reports on all assessed information, which were provided to process legal process.
- Increased efficiency and team performance by implementing actionable process improvements.
Customer Service Representative
Intarvo Technologies Pvt Ltd
Noida
01.2017 - 04.2018
- Worked in voice and E-mail process for domestic E-com platform. Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Care Executive
Noida Exim Pvt. Ltd
Noida
04.2016 - 10.2016
- Worked in blended profile for domestic E-commerce platform.
- Provided primary customer support, handling product delivery channels, provided support to sellers, non-delivery report follow up.
- Creating Master data and reports and client handling.
- Managed end to end operation tasks and team support.
Education
Bachelor of Arts - Political Science
Indira Gandhi National Open University
New Delhi12-2017
Intermediate -
Board of High School And Intermediate Education
Uttar Pradesh04-2010
High School -
Board of High School And Intermediate Education
Uttar Pradesh04-2008
Skills
- Operations management
- Effective leadership
- Team management
- Employee engagement
- Task delegation
- Resource allocation
- Microsoft office expertise
- Team building
- Performance reviewing
- Problem-solving
- Customer service and satisfaction
- Workload management
- Coaching and mentoring
- Succession planning
- Team motivation techniques
- Process optimization expertise
- Strategic thinking
- Conflict resolution
Certification
- On Job Certificate in Dynamics of Global Business Communication from HCL Technologies in Feb 2022.
- On Job Certificate in Impact - First Time Manager from HCL Technologies in Mar 2022.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Achievements
- Received Certificate of Appreciation for excellent process knowledge and improvements. HCL.
- Received Certificate of Appreciation for exceptional Work ethics.EXL.
- Received Certification of Appreciation for Process Improvements. EXL.
Timeline
Assistant Manager
Live Eye Surveillance
05.2025 - Current
Lead Assistant Manager
EXL Services
02.2023 - 04.2025
Specialist Subject Matter Expert
HCL Technologies Limited
03.2019 - Current
Process Analyst
Provana India Pvt Ltd.
06.2018 - 11.2018
Customer Service Representative
Intarvo Technologies Pvt Ltd
01.2017 - 04.2018
Customer Care Executive
Noida Exim Pvt. Ltd
04.2016 - 10.2016
Bachelor of Arts - Political Science
Indira Gandhi National Open University
Intermediate -
Board of High School And Intermediate Education
High School -
Board of High School And Intermediate Education