GAURAV DHAWAN
Ahmedabad
Summary
Results-driven Assistant Manager, Operations with more than 15 years of experience successfully managing complex operational landscapes across both the banking and telecommunications sectors. Proven expertise in leading and executing end-to-end process migration initiatives, collaborating closely with senior management and various support functions to drive continuous improvement and operational excellence, and enhancing efficiency to achieve strategic business goals.
Overview
21
21
years of professional experience
Work History
Assistant Manager Operations
Vodafone Intelligent Solution
Ahmedabad
04.2014 - Current
- Oversee the day-to-day operations of the UK Complaints Queue, ensuring all complaints are handled efficiently, accurately, and within agreed service level agreements (SLAs), and regulatory timelines.
- Implemented new policies and procedures to enhance operational efficiencies.
- Manage staffing levels, scheduling, and resource allocation to meet demand and maintain service quality.
- Prepare and present regular performance reports to senior management, highlighting key insights, challenges, and proposed solutions.
- Prepared and presented in weekly and monthly business reviews, providing insightful analysis of complaint performance, identifying key trends, challenges, and opportunities, and proposing strategic recommendations to senior leadership and relevant stakeholders.
- Excellent problem-solving, analytical, and decision-making skills with the ability to use data to drive insights and improvements.
- Identified areas of risk within operations and developed plans for themitigation or elimination of these risks.
- Conducted performance reviews for team members.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Successfully led and executed diverse projects, ensuring their effective completion and operational implementation
CCSS Team Leader
HSBC Electronic Data Processing India
Bangalore
05.2004 - 04.2014
- Maintained a positive work environment that promoted collaboration between team members.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Ensured compliance with all safety regulations in the workplace.
- Conducted regular performance reviews to assess individual team member progress.
- Undertook a two-month assignment at our Manila, Philippines backup site to oversee and manage on-the-job training (OJT
Education
Bachelor in Laws And Legislature - Corporate Laws
Mumbai University
Mumbai02-2004
Bachelor of Commerce - Accountancy And Taxation
Kurukshetra University
Karnal (Haryana)04-1998
Skills
- Operational management
- Data analysis
- Performance reporting
- Project management
- Client Management
- Forward Planning & Strategic thinking
- Problem solving
- Policy implementation
Projects Completed
- One of my key achievements involved leading a dedicated project focused on the reduction of Mean Time To Resolution (MTTR) for complaints originating from our UK Partners (Vodafone). In a high-volume, service-critical environment like complaint management, MTTR is a crucial metric, directly impacting partner satisfaction and operational efficiency.
- The 'Reduce Reopen Cases' project aimed to significantly improve customer satisfaction and operational efficiency by identifying and addressing the root causes of escalated or re-opened customer complaints. Through comprehensive process re-engineering and targeted agent training, the project successfully reduced the reopen rate by 15% within 3 months, leading to enhanced First Contact Resolution (FCR) and a more seamless customer experience
Safety, Health and Wellbeing Team
- Active member of the Safety, Health, and Wellbeing (SHW) team: proactively contributed to initiatives promoting employee welfare, safety protocols, and a positive work environment within Vodafone.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
Accomplishments
- Recognized multiple times with the 'Best Team Leader Award' for driving exceptional team engagement and achieving outstanding operational results.
- Received the 'Managing for Value Team Award' for significant contributions to enhancing operational efficiency and driving tangible business value
- Awarded for exceptional contributions to the Safety, Health, and Wellbeing (SHW) Team, driving key initiatives that enhanced employee welfare and safety standards
Timeline
Assistant Manager Operations
Vodafone Intelligent Solution
04.2014 - Current
CCSS Team Leader
HSBC Electronic Data Processing India
05.2004 - 04.2014
Bachelor in Laws And Legislature - Corporate Laws
Mumbai University
Bachelor of Commerce - Accountancy And Taxation
Kurukshetra University
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