Fathima Imraz
Head - Institutional Operations (India)
Bengaluru,Karnataka
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
HEAD - INSTITUTIONAL OPERATIONS (INDIA)
ISDC GLOBAL
Bengaluru
06.2020 - Current
- Strategic Leadership
- Global Relations and Accreditation Management
- Resource Management and Growth
- Financial Management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Planned and completed group projects, working smoothly with others.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Collaborated with others to discuss new opportunities.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Achieved cost-savings by developing functional solutions to problems.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
MANAGER - OPERATIONS
ISDC GLOBAL
Bengaluru
08.2016 - 06.2020
- Operational Strategizing
- Support Services Optimization.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed annual goals for each department based on market trends and competitor analysis.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Reviewed contracts before signing them on behalf of the organization.
- Organized special events such as conferences or training sessions for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Conducted quality, timely performance feedback and performance appraisals.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Minimized staff turnover through appropriate selection, orientation and training.
- Maintained adequate staffing to meet objectives within budget.
- Created training modules and documentation to train staff.
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data and forecasted business results for upper management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training and teambuilding activities.
ASSISTANT MANAGER - OPERATIONS
ISDC GLOBAL
Bengaluru
07.2014 - 08.2016
- Report to Manager Operations.
- Organized and planned operational activities to ensure efficiency and productivity.
- Developed strategies for process improvement, cost reduction and increased customer satisfaction.
- Monitored production processes and quality standards to ensure compliance with company policy.
- Coordinated the daily operations of the organization, including staffing, scheduling, budgeting, and inventory control.
- Implemented new policies and procedures to enhance operational efficiencies.
- Collaborated with other departments to ensure timely completion of projects.
- Conducted performance reviews for staff members on a regular basis.
- Provided guidance and training to team members in order to improve their skillset.
- Resolved customer complaints promptly by providing appropriate solutions.
- Analyzed financial data related to operations in order to identify areas of improvement.
- Maintained records of all operational activities for future reference purposes.
- Identified areas of risk within operations and developed plans for mitigation or elimination of these risks.
- Ensured compliance with safety regulations during all operational activities.
- Negotiated contracts with vendors for services necessary for the smooth functioning of operations.
- Developed annual budgets based on projected expenses related to operations.
- Reviewed invoices from vendors prior to payment authorization.
- Assisted senior management in developing long-term strategic plans for the organization's growth.
- Performed regular audits of inventory levels in order to maintain optimal stock levels.
- Managed logistics associated with product shipments ensuring timely deliveries.
- Facilitated communication between different teams within the organization.
- Created reports detailing progress against goals set out by senior management.
- Monitored new employees, evaluated training programs and reported progress to supervisors.
- Coached employees to work together to carry out daily functions and meet service objectives.
- Assisted with interviewing and hiring of employee team members with appropriate skills.
- Educated operations team on best practices, company policies and service excellence standards.
- Developed lucrative relationships with clients to promote future business opportunities.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.
- Coordinated meetings with vendors and negotiated contract terms.
- Assessed sales reports, activity reports and financial statements to measure productivity and goal realization.
- Directed team members to provide exceptional service to guests and vendors, maintaining professional relationships of established business.
- Communicated clear action plans to optimize results and successfully execute operational activities.
- Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
- Developed, implemented and updated departmental policies and procedures to meet business objectives and goals.
- Developed company budgets and reported total profits and losses annually.
- Recruited qualified candidates to bolster department operations and increase productivity.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored progress by establishing plans, budgets and measuring results.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Formed and sustained strategic relationships with clients.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Mitigated business risks by working closely with staff members and assessing performance.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Structured HR consulting services to support clients during organizational developments and changes.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented campaigns and promotions to help with developing goods and services.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Implemented successful business strategies to increase revenue and target new markets.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
BUSINESS ANALYST
ISDC GLOBAL
Bengaluru
06.2013 - 07.2014
- Analyzed market trends to provide strategic recommendations for academic course development
- Conducted data analysis to identify opportunities for process improvement.
- Conducted market research to identify potential opportunities for new product development.
- Analyzed customer data to determine trends in purchasing behavior.
- Developed financial models and forecasts to support business decisions.
- Performed cost-benefit analysis of proposed changes to business processes.
- Collaborated with stakeholders across departments to define requirements for new projects.
- Drafted functional specifications documents outlining project scope, objectives and deliverables.
- Created detailed process flows and user stories to document system requirements and design solutions.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Identified gaps between current state and desired future state operations.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
- Provided guidance on software design principles, coding standards, best practices, techniques, methods and toolsets used in the development lifecycle process.
- Reviewed existing policies and procedures against industry standards for compliance purposes.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
- Developed reports using SQL queries to track progress against key performance indicators.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
- Presented complex technical concepts in a clear manner suitable for non-technical audiences.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Assisted in developing training materials for internal staff on new products or services.
- Translated user needs into actionable items that could be addressed by IT teams.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Collaborated with stakeholders to define features, integrations and partnerships.
- Recommended improvements to existing or proposed systems to enhance solution functionality.
- Improved processes and procedures to achieve key performance metrics.
- Developed reports or created dashboards, providing financial-related information to make informed business decisions.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Defined key data points and data sources to track against measurable performance indicators and produce useful reports.
- Redesigned processes to maximize benefits and quantifiable improvement in business metrics and illustrate roadmaps to future projects.
- Surfaced insights and findings to support business and technical decisions.
- Developed innovative, fact-based and achievable strategies and operating models based on evaluations.
- Performed statistical data analysis to inform customer groups.
- Monitored competitive landscape to develop knowledge of prevailing trends, financials and operating drivers across multiple industry segments.
- Remained current on latest IT developments and advancements to automate and modernize systems.
- Identified needs of customers promptly and efficiently.
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Collected, tracked and evaluated current business and market trend data.
- Gathered and organized data to analyze current industry trends.
- Provided technical support for existing reports, dashboards or other tools.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Maintained or updated business intelligence tools, databases or dashboards.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Generated standard or custom reports summarizing business, financial or economic data.
- Managed timely flow of business intelligence information to users.
- Analyzed competitive market strategies through related product, market or share trends.
- Identified or monitored current and potential customers using business intelligence tools.
- Collected business intelligence data from industry reports, public information or purchased sources.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Managed diverse projects for data capture, storage and forecast analysis.
- Created or reviewed technical design documentation to drive accuracy of reporting solutions.
- Synthesized current business intelligence or trend data to support recommendations for action.
- Disseminated information regarding tools, reports or metadata enhancements.
- Identified and analyzed industry or geographic trends with business strategy implications.
TRAINER
Shadwell's International Business School
Bengaluru
02.2012 - 05.2013
- Training ACCA and CIMA aspirants on fundamental papers.
- Designed and developed training materials for new employees in the organization.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Assisted with the development of online learning modules for remote learners.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Recommended changes or improvements in existing training processes as needed.
- Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
- Monitored participant's satisfaction levels throughout each program session by conducting polls or questionnaires.
- Resolved any issues raised by participants during the training session in a timely manner.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Monitored training effectiveness through observation and metrics analysis.
- Prepared hard copy training materials, module summaries, videos and presentations.
- Created tests, exercises and role-plays for courses to verify competency.
- Managed learning experience consistent with company philosophy and company-wide strategies.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Worked with subject matter experts to validate relevancy of content.
- Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
- Conducted site visits and follow up to verify progression and development of personnel.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Created and offered additional materials to enhance training.
- Coordinated recruitment and placement of training program participants.
- Supervised, evaluated or referred instructors to skill development classes.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Remained up-to-date with developments in area of expertise by reading current journals, books or magazine articles.
- Monitored training costs and prepared budget reports to justify expenditures.
- Negotiated contracts with clients for desired training outcomes, fees or expenses.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Education
Associate Member - Management Accounting
Chartered Institute of Management Accountants
United Kingdom 10-2019
M.Com (Masters of Commerce) -
Central College Campus, Bengaluru University
01.2008
B.Com (Bachelors of Commerce) -
Goodwill Christian College, Bengaluru University
01.2006
Ph.D. - Management
Jain University
BangaloreSkills
- Operations
- Pan-India Cross-Functional Management
- Financial & Resources Management
- ERP & Academic software
- Friendly, Positive Attitude
- Multitasking
- Customer Relations
- Planning
- Conflict Resolution
- Collaboration
- Networking
- Teamwork and Collaboration
- Self-Directed
- Public Speaking
- Leadership
- Data Management
- Attention to Detail
- Verbal Communication
- Organizational Skills
- Customer Service
Accomplishments
- Loyal Employee award in 2017
- Best Performer in 2016
- Best Employee award in 2015
- Best Region award consecutively for 3 years (2015-2017)
Languages
English
First Language
Hindi
Advanced (C1)
C1
Kannada
Intermediate (B1)
B1
Tamil
Beginner
A1
Timeline
HEAD - INSTITUTIONAL OPERATIONS (INDIA)
ISDC GLOBAL
06.2020 - Current
MANAGER - OPERATIONS
ISDC GLOBAL
08.2016 - 06.2020
ASSISTANT MANAGER - OPERATIONS
ISDC GLOBAL
07.2014 - 08.2016
BUSINESS ANALYST
ISDC GLOBAL
06.2013 - 07.2014
TRAINER
Shadwell's International Business School
02.2012 - 05.2013
Associate Member - Management Accounting
Chartered Institute of Management Accountants
M.Com (Masters of Commerce) -
Central College Campus, Bengaluru University
B.Com (Bachelors of Commerce) -
Goodwill Christian College, Bengaluru University
Ph.D. - Management
Jain University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
I dwell in possibility.
Emily Dickinson
References
Will be furnished upon request
Similar Profiles
Saurov PandeySaurov Pandey
Manager-Corporate Relations at ISDC GlobalManager-Corporate Relations at ISDC Global
SAUROV PANDEYSAUROV PANDEY
Manager- Corporate Relations at ISDC GlobalManager- Corporate Relations at ISDC Global
Aridaman SinghAridaman Singh
Business Head ( University Alliance)- ISDC Connect at ISDCBusiness Head ( University Alliance)- ISDC Connect at ISDC