Binay Kumar Sharma
Noida,UP
Summary
A commercially minded individual with 9+ years of experience and a successful record in operations and administration management. Binay is more than able to take on any important role in the running of a business. He has a high level of technical skills across a range of functional activities and can operate within strict operational and management guidelines. On a personal level he is honest, friendly as well as approachable and always treats people how he would like to be treated himself. Right now he would like to join a well-established business that is looking for the right person to undertake a new role as an Operations Manager
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Leader
Expedia Group
Gurugram, HR
05.2016 - Current
- In charge of a critical position that has a huge impact on operational matters, the customers experience and on bottom line performance.
- Monitoring overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction.
- Creating & implementing workflows to facilitate structured support in all areas and issues.
- Taking process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.
- Monitoring the overall functioning of financial & accounting processes.
- Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Preparing MIS reports, SOP's, process map & dashboards with a view to apprise management of the process operations and assist in critical decision-making process.
- Setting out quality standards for various operational areas, implementing quality systems & procedures to facilitate a high-quality working experience, while adhering to the SLA.
- Responsible for managing audit requirements & liaising with the Governance Team.
- Implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members, monitoring performance & providing feedback on areas of improvement.
- Performing annual and mid-year appraisal exercise, for the direct reports.
- Determining training needs of employees and conducting need-based training programs to enhance their operational efficiency leading to increased productivity across the process.
- Daily Monitoring of card feed to various card companies and ensuring timely charge/refund to clients and processing rejections manually through system.
- Responsible to ensure daily financial data transmission from one system to another and identifying the root cause for any bug fixation and reporting the issues to technology team for smooth functioning of the process.
- Resolving escalated customer complaints and queries within required time-frame; and assisting in customer experience improvements.
- Constantly looking for opportunities to drive efficiency and improvement.
- Conducting root cause analysis, streamlining processes and implementing the solutions wherever needed.
- Reviewing End to end processes on regular basis and share the findings with the Department Manager.
- Holding monthly team meeting to ensure clear understanding of objectives and encourage open discussion around issues and challenges.
- Holding formal one to one meeting with each team member every month - discussing achievement against objectives and allowing the team member to raise concerns directly.
- In conjunction with the Manager/Supervisor define, set and implement Agile Priorities Covering absence and organizing absence planning as required.
- Providing training to both existing and new members of the team where required.
- Monitoring work quality and adherence to process through performing monthly dip checks on emails; relevant SOX controls and invoices generated.
- Ensuring weekly status reports are provided to members of the Operations Management team.
- Updating defined weekly reports to ensure SOX standards are complied with and highlight discrepancies or areas of concern with line manager.
- Identified and charged $500k which was missed by ops expert team to communicate with invoicing team during SGP (Single global platform).
- Hotel No show fees were not charged in many POS (Denmark, UAE etc.) for 1 year, Identify and recovered approx. $300k.
- System were charging incorrect fee for premier Inn group hotels, identify and corrected 3k transactions.
- Successfully achieved a 10% quality improvement of monthly processing by implementing Six sigma techniques.
Production support specialist
EXL Service.Com (I)Pvt. Ltd.
Gurugram, HR
05.2012 - 05.2016
- Managing production support for various process for various market across the regions.
- Managing and providing support to various projects including logical segregation of two Entities (Bank, Service establishment, Chart of accounts, Vendor etc.), new system implementation and system upgrades etc.
- Working on SQL on daily basis as per the customer requirement.
- Managing AR & AP balancing team.
- Collaborating with internal and External cross functional/teams including technologies.
- Preparing the FRD (Functional requirement document) and BRD (Business requirement document).
- Finding out the defects/bugs in testing environment and highlighting the same to development team for closure.
- Preparing test cases and performing UAT (User Acceptance Testing) and ensure the smooth deployment of the tool.
- Attending and leading the project call on regular basis.
- Working closely with development team throughout SDLC and with the operations team to gather the tool enhancement requirements.
- Leading and liaising with market controller ship to get all the chart of accounts created in oracle G/L.
- Evaluating the current processes and recommending improvements to gain efficiencies.
- Ensuring timely deliverable in terms of meeting the deadline on various task assigned during the projects.
- Supported and delivered on multiple small and large projects (e.g. Project Jewel, Cayenne, Crafted Journey etc.) basis customer and organization requirements.
- Initiated cross-training with other departments to improve work flow and streamline project completion.
- Creating and updating the SOPs for production support processes.
- Providing adherence to controls and compliance as per the company policy and norms.
- EXL Service is a leading operations management and analytics company. EXL offers insurance, banking, financial services, utilities, healthcare, travel, transportation and logistics service.
- Submitted more than 10 ideas to improve and automate the process which leads to the total benefits of 10 lakhs per year.
- I have rewarded by the company for each ideas (EXL GTSC).
- Winner of the 'Reach for the star' competition held at EXL GTSC level to explaining the process effectively.
- Participated and organized various activities in EXL being a part of Department Action Team.
- Rewards and Recognition: E-Reward for being quick learner in 2012, Shining Star award in July'12, May'13, Feb'14, Star performer award in 2014, Extra Miler award in 2014.
Education
MBA - Finance
Rai Business School
07.2012
BCA - Computer Science
CIITM
07.2010
Skills
- Performance management
- Process Improvement
- Customer relationship management
- Problem solving
- Planning
- Critical thinking
- Six Sigma
- Invoicing
- Decision Making
- Vendor management
- Compliance
Certification
- Having Difficult conversations: A guide for Managers, Linkedin, 2021
- Power BI Essential Training, Linkedin, 2021
- Diploma in Project management, Alison, 2019
- Project Management Certification Training, Edureka, 2019
Personal Information
Title: Operation Team Leader
Timeline
Team Leader
Expedia Group
05.2016 - Current
Production support specialist
EXL Service.Com (I)Pvt. Ltd.
05.2012 - 05.2016
MBA - Finance
Rai Business School
BCA - Computer Science
CIITM