Bhuwan Chandra Purohit
Dehradun
Summary
Results-driven MBA professional with over 15 years of expertise in operations management (product & customer), process improvement & automation, and business intelligence & analytics. Proficient in leveraging data science and AI to drive innovation and efficiency. Executive PG certified in data science & AI from IIT Roorkee, skilled in SQL, Python, Power BI, ML & AI. Demonstrated success in leading complex projects, managing cross-functional teams, and executing data-driven strategies at IndiaMART InterMESH Ltd. Certified in digital marketing, business analytics, and Lean Six Sigma Green Belt. Known for a commitment to continuous learning, strategic problem-solving, and delivering transformative business solutions. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager - Business Intelligence & Analytics
IndiaMART InterMESH Ltd.
01.2024 - Current
- Automation & Process Efficiency: Reduce manual tasks and improve workflow efficiency through Python-based automation and scheduling tools
- Data Infrastructure & Reporting Automation: Establish automated reporting systems and a robust data mart for seamless data access and advanced visualizations
- Operational Efficiency & Strategic Insights: Improve team productivity and drive strategic business insights through advanced data extraction and analysis
- Stakeholder Engagement & Collaboration: Ensure timely, accurate data delivery and reduce dependencies through efficient SQL-based adhoc reporting
- Continuous Improvement & Innovation: Foster innovation and maintain high performance by adopting new technologies and improving data-driven practices annually
- Predictive Analytics & Customer Retention: Enhance customer retention by developing and implementing accurate predictive models for churn and renewal
- Achievements: Achieved a remarkable 90% reduction in time and effort of Finance team by automating manual Excel tasks utilizing Python
- Cut the FP&A team's time and dependency on the core DBA team by 80% through effective ad hoc data extraction using SQL
- Developed daily, weekly, and monthly schedulers for repeat data requests, significantly streamlining processes for the BP&A team.
Operations Manager - Risk & Compliances
IndiaMART InterMESH Ltd.
01.2018 - 12.2023
- Spearheading the development and integration of fraud and conflict management tools, refining them through data-driven insights
- Analyzing seller/buyer onboarding issues and driving process improvements for seamless user experiences
- Utilizing data analysis to detect fraud, identify trends, and enhance detection tools
- Leading and expanding the Risk Detection & Prevention and Conflict Management teams
- Overseeing operations to ensure timely and appropriate handling of fraud cases and disputes
- Collaborating with legal teams to resolve fraud cases and ensure marketplace data compliance
- Driving operational KPIs like PPP, Quality, TAT, Repeat Complaints, and Resolution to optimize performance
- Mediating evidence-based decisions for amicable dispute resolution between buyers and sellers
- Achievements: Increased Buyer-Seller conflict ticket resolution percentage from 68% to 80%
- Improved PPP by 80%, with a reduction in ticket inflow by 55% despite a growing customer base
- Detected and eliminated 250+ high risk users who cheated the buyers and got the recovery done from them with the help of legal team & police
- Pro-actively detected and eliminated 6K+ high risk users using BI & AI tools & techniques.
Manager - Customer Operations
IndiaMART InterMESH Ltd.
07.2016 - 01.2018
- Customer Experience Enhancement: Focus on reducing customer tickets and repeat tickets while improving overall customer satisfaction
- Process Improvement: Implement process re-engineering and lean methodologies to optimize workflows and enhance operational efficiency
- UI/UX Development: Oversee UI/UX improvements to ensure better user experience and interaction with the product
- Team Management: Lead a team of 4 Assistant Managers and 30+ executives to ensure timely project delivery and promote professional growth
- Process Automation: Drive process automation initiatives to reduce manual effort and improve overall productivity
- Achievements: Reduction in Ticket Inflow: Achieved a 40% reduction in ticket inflow through strategic process enhancements, effective bug fixes, and the development of new systems and features
- Improved Ticket Turnaround Time (TAT): Enhanced ticket TAT by 30%, increased quality by 8%, and boosted per person productivity (PPP) by 50% through targeted quality initiatives, comprehensive team training, and motivation programs, including handholding and recognition & rewards (RnR)
- Improved CSAT %: Improved Customer Satisfaction by 23% (from 75% to 92%).
Manager - Project Delivery
IndiaMART InterMESH Ltd.
09.2012 - 06.2016
- Cost Reduction & Efficiency Improvement: Streamline processes to significantly reduce per product and mapping costs through the implementation of a bulk approval system
- Vendor Performance Optimization: Optimize vendor performance by onboarding high-performing vendors and removing underperforming ones to enhance operational quality
- Quality Improvement: Enhance product approval and mapping quality through continuous team training, recognition initiatives, and system enhancements
- Cross-Departmental Collaboration: Facilitate effective communication and collaboration between different departments to ensure smooth project execution and alignment with overall business objectives
- Process Improvement and Optimization: Evaluate existing processes related to internal projects and implement improvements to enhance efficiency and effectiveness
- Achievements: Cost Reduction: Successfully reduced per product and mapping costs from INR 2.5 to INR 1.25 for manual approval and INR 0.5 for bulk approval by implementing a new bulk approval system
- Vendor Optimization: Onboarded high-performing vendors while eliminating underperforming ones that did not meet productivity and quality standards despite extensive training
- Quality Improvement: Increased product approval and mapping quality from 93% to 99% through continuous team training, recognition and rewards (RnR), empowerment initiatives, and UI/UX enhancements to the system
- Process Improvement and Optimization: Drove significant process improvements through targeted UI/UX enhancements, effective bug fixing, and new system design, resulting in streamlined workflows, enhanced user experience, and a 20-30% increase in operational efficiency
- This optimization reduced user friction and ensured higher quality deliverables, ultimately improving team productivity.
Assistant Manager - Project Delivery
IndiaMART InterMESH Ltd.
04.2008 - 08.2012
- Customer Complaint Handling: Managed customer complaints and care emails, ensuring timely responses within TAT
- SEO & SMO: Conducted on-page and off-page optimization, along with data quality control and mapping
- Data Management: Oversaw data validation and mapping for portal development and client prospects
- Team Leadership: Led a team of 10-15 to achieve weekly and monthly targets while maintaining quality and TAT
- Process Optimization: Implemented process improvements and UI/UX enhancements to boost productivity and reduce costs
- Task Allocation: Assigned tasks to team members and generated MIS reports for senior management
- Project Coordination: Collaborated with project managers to ensure timely project delivery
- Team Development: Hired, trained, and motivated new team members for high performance.
Education
EPGC in Data Science & AI -
iHUB Divya Sampark at IIT Roorkee
01.2024
MBA -
IICT Business School, Lucknow
01.2010
Bachelor of Arts (Economics) -
University of Delhi
01.2007
Skills
- Business Intelligence & Analytics
- Business Process Automation
- Operations Management
- Project Management
- Process Improvement
- Analytical Skills
- Team Leadership
- Verbal and written communication
- Teamwork and Collaboration
- Complex Problem-Solving
- Adaptability and Flexibility
- Time Management
Accomplishments
- Achieved a remarkable 90% reduction in time and effort of Finance team by automating manual Excel tasks utilizing Python.
- Cut the FP&A team’s time and dependency on the core DBA team by 80% through effective adhoc data extraction using SQL
- Fulfilled the Data Extraction within 0.19 day from earlier 8-10 days from core DBA team.
Certification
- Diploma in Cyber Law & Cyber Security
- Digital Marketing Master
- Lean Six Sigma Green Belt
- Product Management
- Operations Management
- Power BI
- Python
- SQL
Awards
- Best Performer Of the Year
- Best Performer Of the Month
- Pillar of Success
Hobbies and Interests
- Learning New Skills
- Listening to Music
- Travelling
- Cooking
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Manager - Business Intelligence & Analytics
IndiaMART InterMESH Ltd.
01.2024 - Current
Operations Manager - Risk & Compliances
IndiaMART InterMESH Ltd.
01.2018 - 12.2023
Manager - Customer Operations
IndiaMART InterMESH Ltd.
07.2016 - 01.2018
Manager - Project Delivery
IndiaMART InterMESH Ltd.
09.2012 - 06.2016
Assistant Manager - Project Delivery
IndiaMART InterMESH Ltd.
04.2008 - 08.2012
MBA -
IICT Business School, Lucknow
Bachelor of Arts (Economics) -
University of Delhi
EPGC in Data Science & AI -
iHUB Divya Sampark at IIT Roorkee
Similar Profiles
ANAY KUMAR SHUKLAANAY KUMAR SHUKLA
Area Manager at IndiaMart InterMesh LimitedArea Manager at IndiaMart InterMesh Limited
Rakesh Ramesh BorawakeRakesh Ramesh Borawake
Sales Manager at Indiamart Intermesh LimitedSales Manager at Indiamart Intermesh Limited
Sourabh OjhaSourabh Ojha
Lead Engineer at IndiaMART InterMESH LimitedLead Engineer at IndiaMART InterMESH Limited