Deblina Roy
Summary
Customer-Centric Operations Leader | Remote & Multi-Location Team Management | Vendor & SLA Governance | Revenue Optimization | Escalation Reduction | Service Delivery & Compliance Excellence
Overview
16
16
years of professional experience
Work History
Operations Manager
Wipro
Kolkata
04.2025 - Current
- Promoted to Operations Manager with a concurrent grade upgrade, expanding scope to revenue ownership and client leadership.
- Drove revenue optimization through downtime tracking and cross-skilling, improving RPE from $1,300 to $1,500.
- Increased ProHance utilization from 3–5 to 9+ hours/day, influencing client to avoid additional tool investment and saving costs.
- Led automation via Auto Auditor Tool, improving audit coverage, accuracy, and turnaround time while redeploying capacity to production.
- Optimized inventory and claims processes, eliminating past-due adjustments and improving control.
- Strengthened client governance, minimizing escalations through proactive, solution-driven communication.
- Reduced attrition from 15% to 10% through FGDs and skip-level engagement with HR.
- Led enterprise initiatives, driving Kolkata team to win a 6-month inter-location contest across 3 locations.
Deputy Manager
Wipro
Pune
01.2023 - 04.2025
- Drove process improvements, increasing productivity by 15% and scaling team size by 260% (10 to 36).
- Reduced customer escalations by 30% via feedback loops, revised sales practices, and training interventions.
- Managed ambiguous operational challenges, reducing risks and enabling better decisions through leadership reporting.
- Conducted QBRs with clients, driving process improvements and identifying growth opportunities within the account.
- Cleared year-end backlogs through targeted projects, delivering ahead of schedule and generating additional revenue.
- Expanded a short-term project into a long-term engagement, increasing scope and strengthening client trust.
- Implemented SMART planning, saving 10+ hours/month and improving execution discipline.
- Improved FTR using 5 Whys RCA, reducing errors and handling time.
Manager
Axis Bank
Kolkata
04.2021 - 01.2023
- Managed a team of 40–45 members across West Bengal, consistently achieving 95%+ performance targets and improving overall team productivity.
- Monitored delivery using MIS and data insights, ensuring 98% SLA adherence and full compliance with security standards.
- Worked with Product Owners to manage backlogs and prioritize requirements, ensuring timely delivery of key initiatives.
- Drove process improvements, enhancing operational efficiency and reducing errors by 15%+.
- Managed team performance through appraisals and structured feedback, improving individual productivity and engagement scores.
- Identified risks early and implemented corrective actions, reducing customer escalations by 25%.
- Presented performance insights and business updates to senior stakeholders, enabling data-driven decisions and improved client satisfaction.
Manager
IDFC First Bank
Kolkata
05.2019 - 02.2021
- Oversaw end-to-end field operations across Kolkata, ensuring seamless execution and service delivery.
- Managed high-risk vendors, ensuring compliance and zero major audit deviations.
- Ensured adherence to regulatory and SLA requirements, maintaining 97–98% compliance.
- Oversaw Fraud Control processes, reducing risk exposure and strengthening audit readiness.
- Defined KPIs and conducted performance reviews, improving team accountability and productivity.
- Drove process improvements, reducing errors by 10–15% and enhancing efficiency.
- Collaborated cross-functionally, reducing issue resolution time by 20%.
- Leveraged MIS reporting, improving visibility and supporting faster decision-making.
Assistant Manager
Vodafone
Kolkata
05.2015 - 04.2019
- Defined targets for collection agencies and in-house teams, improving recovery rates by 18% and achieving 95%+ target attainment.
- Identified skill gaps and led training and process audits, reducing process deviations by 20% and improving team efficiency.
- Monitored team performance through regular reviews, driving 15% improvement in productivity and accountability.
- Resolved customer concerns (billing disputes, payment queries), reducing resolution time by 25% and improving payment conversion rates.
- Handled disconnection requests using retention strategies, reducing churn by 12% and increasing customer retention.
- Collaborated with cross-functional teams to validate customer agreements, reducing repeat queries by 20% and improving first-time resolution.
- Managed customer escalations, ensuring 98% SLA adherence and improving customer satisfaction scores.
Customer Care Manager
ING Vysya Bank
Kolkata
04.2014 - 05.2015
- Developed structured business plans, improving goal achievement by 20%
- Built strong personalized relationships, increasing customer retention by 15% and revenue per customer.
- Designed and implemented retention strategies as Service Manager, reducing churn by 12% and improving customer satisfaction scores.
- Monitored transactions within first 6 months and flagged anomalies, ensuring 100% compliance adherence and zero major audit issues.
Senior Officer
ICICI Bank
Kolkata
11.2010 - 04.2014
- Generated new business and enhanced existing customer relationships, increasing revenue and improving portfolio growth.
- Managed key accounts as single point of contact, improving customer satisfaction and retention.
- Ensured adherence to banking regulations and statutory requirements, maintaining 100% compliance with zero audit observations.
Education
Post Graduate Diploma - Banking Operations
Institute of Financial Banking and Insurance
01-2010
Bachelor of Business Administration -
West Bengal University of Technology
01-2007
Skills
- Process optimization
- Operational efficiency
- Forecasting and planning
- Automation and analytics
- Execution and transformation
- Risk management
- Operations governance
- Customer retention
- Stakeholder negotiation
- Leadership and compliance
Awards
- Received 12+ performance awards and 5 organizational badges at Wipro for excellence in customer centricity, operational performance, and leadership impact.
- Recognized with Outstanding Leadership Award and multiple Best Account / Delivery Excellence awards.
- Consistent recognition through Habit Flagbearer & Ethics badges for driving accountability, communication, and compliance.
- Recognized by Regional Head for driving exceptional growth and performance in Third Party Products, showcasing strategic planning and execution skills.
- Awarded as Mega Star (2016) for demonstrating operational excellence.
Timeline
Operations Manager
Wipro
04.2025 - Current
Deputy Manager
Wipro
01.2023 - 04.2025
Manager
Axis Bank
04.2021 - 01.2023
Manager
IDFC First Bank
05.2019 - 02.2021
Assistant Manager
Vodafone
05.2015 - 04.2019
Customer Care Manager
ING Vysya Bank
04.2014 - 05.2015
Senior Officer
ICICI Bank
11.2010 - 04.2014
Post Graduate Diploma - Banking Operations
Institute of Financial Banking and Insurance
Bachelor of Business Administration -
West Bengal University of Technology