E. Diwakar
Operation Manager
Pune
Summary
Currently is associated with VFS Global - Manager: B2B & Client.
A progressive professional with experience of 13+years in working for a highly ambitious corporate. Proficiency in spearheading various assignments given to achieve the targets set. An effective communicator with excellent relationship building & interpersonal skills. Strong creative & inventive.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Operation Manager
VFS Global
07.2024 - Current
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Project Management: ensured timely delivery and quality standards.
- Risk Management: Identified, analyzed, and mitigated risk.
- Compliance Management: Ensure adherence to compliance with regulatory requirements and internal policy.
- Budgeting and Resource Planning: Manage forces and budget to ensure effective allocation and utilization of staff.
Manager: Corporate sector
Thomas Cook pvt. Ltd.
01.2012 - 07.2024
- 12+ years of operations experience within back office, travel domain & last few years managing & running operation
- Experience of working with Clients , handling complaints & grievances.
- Expertise in KPI delivery & client Management
- Experience of managing team, driving performance & growing business.
- Successful track record of improving performance against quality, efficiency, & effectiveness metrics & meeting/exceeding contractual service level performance requirements.
- Proficient understanding of contracts & dynamics governing them.
- Experience with matrix driven global organization
- Spearheading in building strong relationships with clients
- Excellent communication, negotiation & conflict managements skills
- Excellent understanding on data management, making reports, analyzing staff productivity.
- Key Responsibility Areas:
- Operations: Working as per Client SLA, checking on weekly productivity report of team. Introducing new process for seamless Operation works. Understanding troubleshoots faced by staff, providing solutions & way out. Prepare MIS & Forecast reports.
- Sales: Proficiency in managing sales of the Pune business operations, including the development & execution of the business strategy.
- Team Management: Understanding organization requirement, making sure team are working together to meet the targets. Work are done efficiently & in stipulated time frame. Monitoring of staff productivity, getting them trained to enhance Productivity.
- Strategy: Knowing client requirements, foreseeing the problematic scenario. Working on improvement of the process & making Sure services are delivered on time without any escalations.
- Client satisfaction: Ensuring client objective is met on time, driving team to get the projects completed on time
- Business Growth: Working with sales team keeping them updated on new booking tools, improvement in process Deliveries. Meeting up with prospective clients. Helping with the RFQ, RFPs.
- Compliance: Ensure 100% compliance in service delivery, absolute data control is adhered to as per company rules /Policy.
Education
Graduation in B.com hons. -
Pune Unverisity
Pune 04.2001 -
Skills
Experienced in Word, Excel, and PowerPoint
Organizational development
Workforce planning
Team leadership
Problem-solving abilities
Performance evaluation and monitoring
Decision-making
Operations management
Analytical skills
Multitasking Abilities
Administrative management
Problem-solving aptitude
Time management abilities
Certification
Diploma in international Airlines and travel management
Accomplishments
- Awarded under several occasions in monthly, quarterly and yearly forum for best performance
- Rewarded twice under the highest category of award at Thomas Cook: Role of honor for the year 2013-2014 and Yr.2017-2018
- National level recognition for driving customer experience and sales support
- For total 8 years, continuously achieved excellence in annual performance rating
Training
- Amadeus
- Saber
- Galileo
- Corporate travel booking tools
- Passenger revenue Accounting
Areas of Expertise
12+ years of managing esteemed client corporate accounts & relationship. Gained expertise on Travel, fares and revenue accounting reports. Expertise in driving excellence customer experience under travel domain
Timeline
Operation Manager
VFS Global
07.2024 - Current
Manager: Corporate sector
Thomas Cook pvt. Ltd.
01.2012 - 07.2024
Graduation in B.com hons. -
Pune Unverisity
04.2001 -