AVESH KUMAR
New Delhi
Summary
Assistant Manager - Operations with seven years of experience in Banking, Mortgage, and KYC within the Finance sector. Proven ability to lead and inspire teams, managing eight team leaders effectively. Expertise in developing and implementing strategies to enhance operational efficiency and improve customer service. Strong collaborator in fast-paced environments, consistently achieving results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Ocrolus east private limited
Gurgaon
2025.04 - Current
- Coordinated daily operations to ensure efficient workflow across departments.
- Oversaw staff scheduling to optimize resource allocation and service delivery.
- Implemented training programs for new hires to enhance operational knowledge.
- Collaborated with team members to streamline communication and improve procedures.
- Analyzed operational data to identify trends and recommend process improvements.
- Led team meetings to discuss goals, address challenges, and share updates.
- Organized and planned operational activities to ensure efficiency and productivity.
- Collaborated with other departments to ensure timely completion of projects.
- Ensured compliance with safety regulations during all operational activities.
- Conducted performance reviews for staff members on a regular basis.
- Identified areas of risk within operations and developed plans for mitigation or elimination of these risks.
- Implemented new policies and procedures to enhance operational efficiencies.
- Resolved customer complaints promptly by providing appropriate solutions.
- Facilitated communication between different teams within the organization.
- Educated operations team on best practices, company policies and service excellence standards.
- Coached employees to work together to carry out daily functions and meet service objectives.
- Assisted with interviewing and hiring of employee team members with appropriate skills.
Senior Team Leader - Operations/KYC
Ocrolus East Private Limited
Gurugram
2022.04 - 2025.03
- Collaborated with 8 Team Leaders to devise process reports and provide recommendations aimed at enhancing productivity.
- Oversaw and managed a workforce of over 30 resources.
- Coordinated with clients to execute new KYC-related changes, specifically handling clients' global documents for processing. Overcame language barriers to elevate document quality from 32% to an impressive 95% within a span of 4 months.
- Engaged in strategic discussions with Upper Management, resulting in the creation of a dedicated team. This initiative yielded positive outcomes, aligning the team's performance with client expectations.
- Identified training gaps and conducted coaching sessions to address them effectively.
- Conducted real-time audits of processed documents by team members, furnishing immediate feedback for improvement.
- Managed 8 team leaders, closely monitoring team performance, productivity, and quality under their leadership.
- Set transparent team objectives, delegated tasks, and established deadlines for seamless workflow.
- Nurtured favorable customer relationships through a positive demeanor and attentive responsiveness.
- Provided mentoring and guidance to foster accurate execution of assigned responsibilities.
- Generated regular activity reports and forecasts on a weekly, daily, and monthly basis.
- Orchestrated team member meetings, delivering updates on optimal practices and ongoing expectations.
- Efficiently handled leave requests, absences, and arranged coverage to ensure uninterrupted operations.
Team Leader-Operations
Ocrolus East Private Limited
Gurgaon
2019.08 - 2022.03
- Created reports to facilitate the development and execution of Operations plans.
- Compiled and crafted presentations to communicate insights and recommendations to stakeholders.
- Orchestrated daily meetings to uphold quality standards, address errors, discuss reports, and strategize for improvement.
- Implemented effective shrinkage management techniques, ensuring team shrinkage remained below 10 percent in most instances.
- Generated and shared Quality and Productivity reports with team members during daily, weekly, and monthly one-on-one sessions.
- Played a pivotal role in aiding production by identifying inefficiencies and proposing methods to enhance productivity.
- Consistently ensured timely and high-quality deliverables.
- Successfully managed attrition rates, played a key role in training new team members, fostering their growth, and overseeing a team of over 30 individuals.
Process Associate
Ocrolus East Private Limited
Gurgaon
2018.12 - 2019.07
- Proficiently processed a variety of loan documents including IDs, Tax Forms, Mortgage documents, and more.
- Conducted rigorous quality assurance assessments on transactions and account activities to ensure alignment with state and federal regulatory standards.
- Thoroughly examined bank statements, assessing applicants' earnings and expenses for verification purposes.
- Skillfully managed the processing of invoices, ISO documents, and Tax Forms.
- Meticulously verified and authenticated various identification documents and other pertinent records to meet KYC (Know Your Customer) requirements.
- Collaborated with cross-functional teams to streamline document processing workflows.
- Implemented data integrity measures to ensure accurate and reliable document processing.
- Acknowledged with the prestigious 'Employee of the Year' Award consecutively in 2019, 2020, and 2021, in recognition of outstanding performance.
- Demonstrated leadership potential and was swiftly promoted from Process Associate to Team Leader.
- Earned accolades through an Appreciation Award for adeptly supervising a team and effectively managing a challenging client during Q3 2022.
- Attained yet another promotion, ascending from Team Leader to the esteemed role of Senior Team Leader - KYC & Operations in 2022.
Education
MBA - HR-Finance (Dual Specialisation)
Swami Vivekanand Subharti University
Meerut, Uttar Pradesh, India07.2022
BBA - Customer Service
Sikkim Manipal University
New Delhi, India07.2018
Skills
- Team Management
- Problem Solving
- Process Orientation
- Good Communication Skill
- Team Leadership
- Staff scheduling
- Operational coordination
- Process improvement
- Project management
- Client relationship management
- Conflict resolution
- Mentoring and coaching
- Employee engagement
- Training and mentoring
- Operations management
- Customer engagement
- Client Engagement
Certification
• Lean Six Sigma Green Belt Certified, Giant Maverick, 03/2025
• Six Sigma Foundations, 02/2023
• Master in Excel, 01/2023
• Productive Leadership, 02/2023
• Critical Thinking and Problem Solving, 03/2023
• Advanced Lean Six Sigma Yellow Belt Certified, S&G (CSSC), 05/2023
• Six Sigma Foundations, 02/2023
• Master in Excel, 01/2023
• Productive Leadership, 02/2023
• Critical Thinking and Problem Solving, 03/2023
• Advanced Lean Six Sigma Yellow Belt Certified, S&G (CSSC), 05/2023
Awards
- Employee of the Year - 2019, 2020, 2021, in recognition of outstanding performance
- Appreciation Award, 2022, for adeptly supervising a team, and effectively managing a challenging client during Q3
- Promotion in 2022, ascended from team leader to senior team leader in KYC and operations
- Promotions in 2025, ascended from Senior team leader to Assistant manager operations
Hobbies and Interests
- Exploring distant lands
- Getting lost in a good book
- Every kind of sport
- Internet surfing
Personal Information
- Date of Birth: 06/25/96
- Nationality: Indian
Languages
- Hindi
- English
Timeline
Assistant Manager - Operations
Ocrolus east private limited
2025.04 - Current
Senior Team Leader - Operations/KYC
Ocrolus East Private Limited
2022.04 - 2025.03
Team Leader-Operations
Ocrolus East Private Limited
2019.08 - 2022.03
Process Associate
Ocrolus East Private Limited
2018.12 - 2019.07
MBA - HR-Finance (Dual Specialisation)
Swami Vivekanand Subharti University
BBA - Customer Service
Sikkim Manipal University