Avinash Kumar Anand
Operations Manager
Secunderabad,TG
Summary
Results-driven Operations Manager with 14 years’ experience leading global operations across IT Service Desk, quality, and customer support environments. Proven record of delivering projects on time, improving SLA/KPI performance, and building high-performing teams through structured coaching, performance management, and process improvement. Strong stakeholder and client management capability, including governance rhythms (e.g., QBR/MBR/WBR) and operational reporting for leadership decision-making. Experienced in compliance and audit readiness—implementing SOPs/controls, driving adherence to security and regulatory standards (including NSE/EU requirements), and partnering cross-functionally to mitigate risk while improving productivity and customer satisfaction.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
NSE Expense Compliance - Manager
Deloitte
11.2024 - Current
- Led end-to-end NSE expense compliance operations, ensuring adherence to Deloitte travel & expense (T&E) policies and regional requirements.
- Reviewed and validated expense claims for accuracy, completeness, and policy compliance, ensuring timely closure with strong confidentiality and data integrity.
- Investigated anomalies/red flags, performed root-cause analysis, and escalated non-compliance with clear documentation and recommended actions.
- Partnered with Finance, Internal Audit, HR, Payroll, and Accounts Payable to resolve exceptions and reduce reimbursement/payment delays.
- Owned compliance dashboards and recurring reporting for leadership, highlighting trends, risk patterns, and control/process improvement actions.
- Managed team performance to SLAs/KPIs, balancing throughput, quality, and turnaround time; handled second-level escalations.
- Built team capability through coaching, training plans, and standard work/knowledge artifacts; supported hiring and onboarding.
Operations Manager – IT Service Desk (NSE)
Deloitte
02.2022 - 11.2024
- Led a 18–20 member IT Service Desk team supporting North & South Europe (NSE) users, driving high-quality end-user support and customer satisfaction.
- Owned Service Level Agreement (SLA) governance (define, track, report), monitored performance, and executed corrective actions to improve service delivery and reduce risk.
- Managed incident/problem resolution and served as the primary escalation point for complex issues, minimizing business disruption and improving turnaround times.
- Drove continuous improvement through workflow optimization, performance reporting (e.g., MTTR, AHT, CSAT, SLA adherence), and knowledge base management to reduce repeat tickets.
- Partnered with cross-functional IT teams (Network, EUC, Apps, Security) to coordinate fixes, implement problem management actions, and improve the end-to-end support experience.
- Ensured adherence to organizational policies and security standards; conducted audits, reviews, and closed compliance gaps through process controls and team reinforcement.
- Led hiring, onboarding, and ongoing coaching; built accountability and ownership across the team to strengthen performance and service consistency.
Operations & Quality Lead- Advanced Linguistics (Machine Learning, Social Media Chat, Email & Phone)
Accenture
03.2018 - 02.2022
- Led a 20-person team, driving motivation, performance management, and delivery against company targets and standards.
- Served as primary client liaison for operations, training, and quality; partnered on quarterly/annual quality framework and compliance governance.
- Owned quality governance and reporting: delivered ops-level performance insights to leadership, reviewed enterprise quality reports, and drove continuous improvement actions.
- Interpreted and implemented SOPs, regulations, and quality controls, ensuring regulatory compliance and making process changes as needed.
- Assessed training needs and provided inputs to Learning & Development (L&D); evaluated performance to support merit, promotion, and internal movement decisions.
- Master Certified Lead for core services business (Accenture – Google client); applied process improvement methods (e.g., Six Sigma/BPM) to optimize outcomes.
Quality Specialist
Accenture
10.2016 - 12.2018
- Audited customer support interactions, delivered cross-team feedback, and drove C-Sat improvement through targeted quality actions.
- Built agent action plans and coached below-par performers; led D-Sat reduction initiatives through learning sessions and calibrated feedback.
- Prepared and presented WBR/MBR insights, and supported client business reviews with performance trends and recommendations.
- Trained and certified 13 Quality Analysts and created an internal quality assessment tracker to monitor progress and efficiency.
Customer Support Analyst
Amazon Development Centre
06.2013 - 12.2015
- Assisting customers over calls to resolve issues and help with the required information.
- Achievements: I was selected as part of the first phone pilot team in India for Amazon.
- Promoted to SME within six months of joining.
- Moved to the process training department to train new hires on various processes.
Customer Service Team Lead
Yes Group International (Heathrow, UK)
05.2010 - 09.2012
- Supporting the sales team to ensure all sales and service objectives are met
- Installation, maintenance and support of all applications and communications software
- Won 'Best employee of the year' for my role in taking the company with 25 IT consultants to more than 100 IT consultants
- Built credibility, established rapport and communicated with stakeholders at multiple levels.
IT Consultant
Yes Group International (Heathrow, UK)
01.2009 - 05.2010
- Answering customer queries on new products(web site creation) and Service Desk related quires
- Worked with new customers to develop new accounts and implement new systems
Education
Master of Computer and Network Engineering -
SHEFFIELD HALLAM UNIVERSITY
Sheffield, United KingdomBachelor of Science - Electronics Engineering
LOYOLA ACADEMY
Skills
IT Service Management (ITSM) & ITIL Practices
Certification
ICP -Agile
Timeline
NSE Expense Compliance - Manager
Deloitte
11.2024 - Current
Operations Manager – IT Service Desk (NSE)
Deloitte
02.2022 - 11.2024
Operations & Quality Lead- Advanced Linguistics (Machine Learning, Social Media Chat, Email & Phone)
Accenture
03.2018 - 02.2022
Quality Specialist
Accenture
10.2016 - 12.2018
Customer Support Analyst
Amazon Development Centre
06.2013 - 12.2015
Customer Service Team Lead
Yes Group International (Heathrow, UK)
05.2010 - 09.2012
IT Consultant
Yes Group International (Heathrow, UK)
01.2009 - 05.2010
Bachelor of Science - Electronics Engineering
LOYOLA ACADEMY
Master of Computer and Network Engineering -
SHEFFIELD HALLAM UNIVERSITY