Bidisha Chakraborty
Sr Manager Operations
Pune
Summary
Versatile Senior Manager specializing in Travel Industry operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
11
11
years of professional experience
3
3
Certifications
1
1
Language
Work History
Sr Manager Operations
Concentrix
2025.10 - Current
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Understands the key drivers of customer satisfaction & dissatisfaction and works with customer service leaders.
- Understands key drivers of SLA performance and recommends structural adjustments to customer service leaders and enablement teams to ensure team resources are optimally utilized
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
Operations Manager
VFS Global
2022.05 - Current
- Undertake overall responsibility of the business unit.
- Direct responsibility for the Unit's profitability and achieving targets (EBIT) set by the Zone/Region.
- Develop and maintain business relationships with all Consulate officials.
- Ensure compliance to all existing processes and meet the defined Service Level Agreement’s.
- Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
- Manage unit and staff efficiency & productivity. Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.
- Responsible for implementation of process enhancements to improve quality & efficiency of the Unit Facilitates & encourages team to share “Spark Ideas”, and encourages sharing of Best Practices.
- Lead new process roll outs in the respective Visa Application Centre(s).
- Maintain the VOC scores and handle the customer complaints.
- Conduct internal audit of the various processes to ensure quality is maintained and no compliance gaps.
- Control & maintain Unit's expense budgets and allocated resources.
- Ensure conduct of Product & Process Training to all staff on a regular basis through coaching and development. Ensure that all staff attend trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications (OCL’s), for all staff.
- Manage Security (Physical & Data) at the Application Centre and to ensure effective controls are in place to pre-empt any physical / data security breach incidents.
- Mentor the team on a regular basis, thereby ensuring a successor is created for the position.
- Conduct regular checks to ensure the knowledge is updated and cascaded within the team.
- Liaison with support functions (Administration, HR, Finance etc.)
- Manpower forecasting specially to meet peak season hiring requirements.
- VAC manager should also foresee the health and safety of the employees in terms of seasonal work pressure and overtime.
Team Leader- Customer Service and Operations
Custom Travel Solutions
2016.12 - 2022.04
- Training all new Hires and Team members with system and process updates. Making Training Materials.
- Handling Escalation for airline tickets, hotel booking and customer complaints and closing them.
- Performing Quality Analysis on regular basis to keep the performance and quality of team members and customer experience at high standards. Provide coaching and both positive and constructive feedback as and when required.
- Discuss and escalate daily issues to the management and bring forth ideas on how to simplify and improve the different processes.
- Maintaining the records for AHT, attendance, staff performance and query closing time.
- Experience in query handling via all channels (calls, chat and emails).
- Supervise and maintain attendance for all team members and ensure the same is followed.
- Monitoring CRM cases to maintain the SLA. Provide reporting on KPI’s for the team on regular basis.
- Run regular team meetings, one on ones and appraisal process to groom team members.
- Maintaining report for Offline Sales and Lead generation report along with the revenue earned.
- Handling Transactional reports and helping superiors to maintain the accounting record.
- Ensure Team’s effective functioning and discuss challenges and try to resolve them.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Validating all technical issue raised and Raising JIRA with tech team and following up with them to resolution.
- Monitoring day to day end shift report checking and maintaining the number of case ids handled by each staff recording email, call, chat and follow ups separately.
- Coordinating with the Clients/ Clubs escalation department and closing to the resolution of the problems.
- Handling escalations raised by members by coordinating with suppliers such as Priceline, hotelbeds, Agoda etc.
- Handled Credit Repair as a project.
- Mentor the team on a regular basis, thereby ensuring a successor is created for the position.
- Ensure compliance to all existing processes and meet the defined Service Level Agreement’s.
- Ensures that the Teams are mentored & work towards adherence of all SOP’s/ processes.
- Mentor the team on a regular basis, thereby ensuring a successor is created for the position.
- Act as a counsellor at various occasions between Deputy Manager & the officers.
- Liaison with support functions (Administration, HR, Finance etc.)
Supply Chain Coordinator- Supply and Partnership
Stayzilla
2015.12 - 2016.11
- Primary POC for Stayzilla Hotel Partners.
- Coordinate with the revenue management team of hotel partners to review and manage inventory and update pricing as required.
- Coordinate with BDE’s in acquiring any new property on board and regularly checking DSR of each field officer.
- Maintaining Inventory of the properties which does not use extranet. Train hotels with using of extranet.
- Manage any escalations of booking, handle escalated operation issues and resolve them.
- Coordinating with Ground team and Do a Quality check on the hotels/homestay contracted and take all the missing details, and update in Panel so that it’s correctly displayed over website.
- Coordinating with reservation team and try to confirm the pending Bookings by speaking to the Hotel Partners.
- Overall, back-end support to the Hotel Partners and field officers.
- Offline Event Marketing
- To keep a check about the price of the property which are bid on Trivago, Trip advisor and other platform and ensure that we offer the best price than the competitors.
- Maintain B2B relations to get more offline bookings.
Travel Consultant Domestic Market
Make My Trip.Com
2015.04 - 2015.11
- Query handling through calls and E mail follow ups
- Responsible for manual and automatic payment requests. Verify & run payment process
- Preparing variety of itinerary of various domestic destinations
- Handling problems faced by the guest during travel period
- Doing costing for different packages.
- Selling various domestic holiday Packages
- Working on CRM and update the query status within TAT.
- Processing all the bookings either online and offline and tract till completion until voucher released.
- First Point of contact for the customer, if facing any issue on tour and try to resolve it in initial level.
Education
B.Sc. - Bio-Chemistry Hns.
Calcutta University
West Bengal2013-01
HSC - undefined
Kendriya Vidyalaya CRPF
Bhubaneswar2010-01
SSC - undefined
Kendriya Vidyalaya Command Hospital
Kolkata2008-01
Skills
- Team management, Strong interpersonal and communication skills, Training, Account Reporting, Customer Service, Experience in GDS (Amadeus Certified), Ticketing, Backend Operational activities setting targets, reviewing performance, maintaining SLA, reporting of team KRA achievements, quality assessments, staff schedule management etc
- Competent professional with a BSc degree from Calcutta University
- Certified LEAN SIX SIGMA GREEN BELT and BLACK BELT Executive- Successful project done on increasing the positive VOC score for the unit
- Rich past experience of Customer Service, Team leading, Backend Operation, GDS system, Team management in organizations like Make My Trip, Stayzilla, Custom Travel Solutions and VFS Global PvtLtd
- Strategic planning
- Operations management
- Resource allocation
- Cross-functional collaboration
- Operations planning
- Documentation and reporting
- Reporting management
- Influencing and negotiating
- Problem-solving
- Team collaboration
- Teamwork and collaboration
- Effective communication
- Customer relationship management
- Multitasking
- Analytical thinking
Certification
Lean Six Sigma Black Belt Certified – 2021
Interests
Hobbies: Music and Art
Timeline
Sr Manager Operations
Concentrix
2025.10 - Current
Operations Manager
VFS Global
2022.05 - Current
Team Leader- Customer Service and Operations
Custom Travel Solutions
2016.12 - 2022.04
Supply Chain Coordinator- Supply and Partnership
Stayzilla
2015.12 - 2016.11
Travel Consultant Domestic Market
Make My Trip.Com
2015.04 - 2015.11
HSC - undefined
Kendriya Vidyalaya CRPF
SSC - undefined
Kendriya Vidyalaya Command Hospital
B.Sc. - Bio-Chemistry Hns.
Calcutta University