Vaibhav Srivastava
Greater Noida
Summary
Seasoned Commercial and Operations Manager with over 11 years of experience. Exceptional planning and problem-solving skills to enhance business plans and day-to-day activities. Results-driven and resilient, excelling in business development, driving revenue, profit and loss, team development, process improvement, and increasing productivity. Solid grasp of industry trends, excellent communication skills, and a strategic approach to change implementation. Forward-thinking leader skilled at efficiently operating departments to meet and surpass goals. Manager Partner Support - Operations at OYO UK, successfully implementing and maintaining robust process governance measures for accuracy and efficiency. Extensive leadership experience managing teams of partner associates and ground support staff, providing guidance to enhance partner satisfaction and drive revenue growth. Operations Specialist at American Express Banking Corporation, playing a pivotal role in promptly resolving escalated complaints and driving organizational change. Dedicated to delivering exceptional customer service while prioritizing organizational goals. Strong communication skills, attention to detail, and ability to identify improvement opportunities make me a valuable asset for any mid-senior level role where operational excellence and customer satisfaction are paramount.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager - Commercial and Operations
OYO UK
08.2022 - Current
- Implemented and maintained robust process governance measures, ensuring the accuracy and validity of process maps, workflows, and documentation
- Led the reconciliation of over 65 partner payments, ensuring seamless handling of business, revenue, and day-to-day operational queries
- Led the Business Development and business growth initiatives across UK to increase the portfolio across the country
- Managed a team of partner associates and ground support staff, providing guidance and support to enhance partner satisfaction and drive revenue growth
- Identified and mentored top-down improvement projects based on process governance reviews, resulting in increased efficiency and effectiveness
- Ensured end-to-end process flow and continuous process improvement, minimizing gaps and optimizing performance
- Implemented customer service and grievance redressal policies, promptly addressing and resolving complaints to maintain high customer satisfaction
- Managed metrics and reporting activities, conducting random audits to identify improvement opportunities and inefficiencies
- Conducted root cause analysis of complaints, developing action plans to address underlying issues and prevent recurrence
- Maintained effective communication with regulators, providing timely and satisfactory responses to regulatory queries
- Implemented risk policies and processes, ensuring compliance with regulatory and internal requirements
- Displayed a high sense of initiative and urgency in delivering results on time
- Provided recommendations for procedural and policy changes based on informed assessments
- Demonstrated enterprise thinking while prioritizing customer satisfaction
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Grievance Redressal and Credits Operation
American Express Banking Corporation
06.2016 - 07.2022
- Played a pivotal role in the Grievance Redressal team of 30, promptly resolving escalated complaints and ensuring high levels of customer satisfaction and retention
- Collaborated with cross-functional teams to communicate and implement improvement plans, driving organizational change and enhancing operational efficiency
- Analyzed reports to identify areas for improvement, proactively initiating corrective actions to optimize processes and mitigate risks
- Ensured strict adherence to grievance redressal policies and processes, monitoring their implementation and taking corrective actions as needed
- Reviewed auditor comments on customer service and grievance redressal policies, implementing necessary corrective actions
- Conducted root cause analysis to identify and address underlying issues, developing action plans to improve complaint resolution processes
- Demonstrated strong drafting and communication skills, effectively addressing customer queries and concerns
- Actively participated in initiatives to reduce customer complaint escalations, contributing to improved customer satisfaction and loyalty
- Ensured the adequacy and quality of all complaint resolutions, maintaining regulatory compliance and meeting internal requirements
- Fostered positive relationships and effective communication with customers and stakeholders within the organization
- Implemented risk policies and processes, ensuring compliance with regulatory and internal requirements
- Implemented best practices and process improvements to bridge gaps identified during departmental audits
- Delivered timely and tailored customer solutions, enhancing customer experience and adding value
- Demonstrated ownership and accountability for team and personal commitments, consistently delivering outcomes on time
- Displayed a high sense of initiative and urgency in achieving results, proactively addressing challenges and driving continuous improvement
- Managed credit portfolios and made real-time credit decisions based on internal risk criteria, minimizing risk for the bank
- Provided guidance on credit risks related to lending, ensuring compliance with risk criteria and minimizing credit risk
- Managed and reduced risk in credit decisions, ensuring adherence to the bank's risk criteria
- Provided guidance and support to the lending team, ensuring compliance with risk policies and processes
- Made informed decisions backed by a sound assessment, consulting and negotiating with clients regarding financial transactions
- Analyzed and assessed the financial statements and credit history of existing and potential clients
- Developed strong customer relationships by ensuring care and responsiveness in all interactions
- Prioritized customer satisfaction while maintaining an enterprise mindset
- Assisted in the development of departmental goals and KPIs, ensuring a focus on continuous improvement and measurable results within credits and collections operations.
Band 5 (Lead Operations)
Concentrix
11.2013 - 08.2015
- Responsible to evaluate FCR provided by the team members to the technical issues for the INTUIT software's
- Creating leads for INUIT software sales
- Coordinating with the team of 11 team members in support functions to ensure issues are resolved at the earliest
- Working with management to design & implement strategies to stabilize & improve the process performance and efficiency
- Responsible to ensure extraordinary customer service while troubleshooting the software by the team
- Ensure team meets the MTD targets for CSAT score
- Ensure that the team delivers the best technical support with FCR while maintaining a high level of Integrity
- Keeping team members up to date at all times with changes in policies and ensuring compliance against these regulations
- Ensuring required training is completed by the team members and self on time
- Awarded as Top Talent in Concentrix for the year 2015
- Awarded as the Best Performer for the season in Concentrix in year 2014
- Customer Advocate Award at American Express
- Analyzed data to identify trends and areas of improvement within the department''s performance metrics systematically.
- Coordinated daily operations to meet company objectives and deadlines consistently.
- Reduced operational costs through continuous process improvement initiatives and resource optimization.
- Optimized workflow efficiency by implementing new operational processes and procedures.
Education
Bachelor of Technology - Electronics And Instrumentation
GBTU University
Greater Noida05.2011
High School Diploma -
Air Force School
Gorakhpur03.2006
10th - Science
HPCA
Gorakhpur01.2004
Skills
- Team Management
- Strategic Planning and Execution
- Financial Management and Analysis
- Team Leadership and Development
- Business Development and Relationship Management
- Decision Making and Problem Solving
- Communication and Interpersonal Skills
- Project Management
- Grievance Redressal
- Operations Management
- Workforce Management
- SLA/TAT Management
- Process Improvement
Certification
Lean Six Sigma Black Belt
AI tool Certification
Languages
English
Hindi
Training
- Conflict Management
- Effective Presentation Skills
- MS Excel Level 1 and Level 2
- Workshop for Inside Out
- Time Management
Personal Information
Date of Birth: 10/05/87
Timeline
Manager - Commercial and Operations
OYO UK
08.2022 - Current
Grievance Redressal and Credits Operation
American Express Banking Corporation
06.2016 - 07.2022
Band 5 (Lead Operations)
Concentrix
11.2013 - 08.2015
Lean Six Sigma Black Belt
AI tool Certification
Bachelor of Technology - Electronics And Instrumentation
GBTU University
High School Diploma -
Air Force School
10th - Science
HPCA
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