Gaurav Singh
Operations Manager
Noida,UP
Summary
Results-driven Operations Manager with 11 years of experience in financial planning, analysis, and strategic support. Proficient in utilizing Power BI and Tableau to extract insights and enhance performance. Demonstrated success in overseeing finance operations, streamlining processes, and cutting costs. Skilled in fostering cross-functional collaboration and delivering executive reports to drive strategic decisions and foster business expansion.
Overview
12
12
years of professional experience
7
7
Years since Post Graduated
2
2
Certifications
2
2
Languages
Work History
Operations Manager
Wipro
10.2017 - Current
- Working with Canadian Defined Benefits process, used to work on Retirement, Termination, Death, Buyback, Marriage Breakdown Process and Pension Payroll process involving manual calculations and payment processing.
- Responsible for end-to-end Client management.
- Creating, reviewing and updating Processing Guides and SOPs
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identifying Process Improvement opportunities to reduce processing steps which helps in meeting SLAs and TAT in less processing time.
- Conducted regular process reviews, identifying areas for improvement and developing action plans to address them.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Analyzed and reported on key performance metrics to senior management.
Senior Financial Analyst
IBM India
01.2015 - 08.2017
- Increased collections by improving the credit control process.
- Posting the payments and clearing the outstanding balances.
- Analysis of daily SAS report sharing with proper pivot table & dashboard.
- Quality checks and quality audits.
- Creation of customer's account in nSAP.
- Collaborated with cross-functional teams to drive process improvements and increase operational efficiency.
- Trained new analysts on corporate policies and procedures and implemented mentoring program, reducing onboarding time.
Reservation Executive
Spicejet Airlines
10.2013 - 08.2014
- Increased customer satisfaction by efficiently managing reservation inquiries and bookings.
- Generating PNR numbers and flight Tickets for customers.
- Provided exceptional customer service during high call volume periods, maintaining professionalism under pressure.
- Reduced booking errors with meticulous attention to detail and thorough verification procedures.
- Assisted colleagues during peak seasons or high-demand situations, demonstrating flexibility and teamwork.
- Coordinated with other departments for timely execution of guest requests, enhancing overall service quality.
- Assisted in resolving guest complaints, leading to higher overall satisfaction ratings.
- Resolved various issues and discrepancies for customers.
Education
MBA - Finance
Amity University
Noida, India07-2018
BBA - Management
Maharishi Dayanand University (MDU)
New Delhi 04.2001 - 01.2014
Skills
Key metrics tracking
Root Cause Analysis
Operational service delivery
Project Management
Process improvement
Operations management
Power BI
Tableau
DAX
ETL
MS office
Data analysis
Certification
Lean Six Sigma (YB)
Timeline
Lean Six Sigma (YB)
07-2024
Operations Manager
Wipro
10.2017 - Current
Charted Institute of Credit Management
05-2016
Senior Financial Analyst
IBM India
01.2015 - 08.2017
Reservation Executive
Spicejet Airlines
10.2013 - 08.2014
BBA - Management
Maharishi Dayanand University (MDU)
04.2001 - 01.2014
MBA - Finance
Amity University