HARDIK THAKKAR
Senior Operations Manager
Summary
Experienced banking professional and leader with a strong background in contact center operations and problem solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Proven track record of providing exceptional customer service and facilitating banking transactions efficiently.
Overview
16
16
years of professional experience
Work History
Senior Operations Manager
Standard Chartered Global Business Services
04.2023 - Current
- Strategic Leadership: Providing strategic direction and leadership to the operations team, aligning activities with the bank's objectives and regulatory requirements
- Process Optimization: Developing and implementing strategies to optimize banking processes, improve efficiency and enhance customer experience
- Compliance Management: Ensuring compliance with banking regulations, policies, procedures and implementing measures to mitigate operations risks
- Performance Monitoring: Monitoring key performance indicators and operational metrics to assess performance, identify trends and drive continuous improvement
- Team Management: Managing and developing a team of operations team leaders and specialists, providing, coaching, training and support to foster professional growth and ensure high performance
- Budget Management: Developing and managing operational budgets, allocating resources effectively, and monitoring financial performance to ensure cost-effectiveness
- Stakeholder Communications: Collaborating with internal stakeholders such as risk management, compliance, and IT departments, as well as external stakeholders including regulators and auditors, to ensure alignment and transparency
Operations Manager
Standard Chartered Global Business Services
04.2022 - 03.2023
- Leading and managing a team of social media care agents, ensuring timely and effective responses to customer inquiries and issues across social media platforms (Twitter(X), Facebook, Instagram, LinkedIn & App Stores)
- Monitoring social media channels for customer feedback, mentions, inquiries and proactively engaging with customers to resolve issues and maintain positive brand perception
- Reporting on key performance indicators, metrics and insights related to social media care operations to senior management, and making recommendations for continuous improvement
- Developing and maintaining social media care policies, procedures and best practices to ensure consistency and compliance with company
- Providing coaching, training and support to social media care agents to ensure they have the skills and knowledge needed to deliver exceptional service
Associate Manager - Operations & Service Quality
Standard Chartered Global Business Services
04.2019 - 03.2022
- Supporting the social media care manager in overseeing the day to day operations of the social media care team
- Monitoring social media channels for customer inquiries, feedback and ensuring timely and appropriate responses from the team
- Providing guidance, coaching and support to social media care agents to help them effectively address customer issues and maintain brand integrity
- Assisting in the selection, training and onboarding of new social media care team members, and contributing to their ongoing professional development
- Supporting the social media care manager in reporting on key performance indicators, metrics and insights related to social media care operations and contributing to strategic planning and decision making processes
Operations Team Leader
Standard Chartered Global Business Services
04.2017 - 03.2019
- Supervising a team of contact center officers, ensuring adherence to banking regulations and customer service standards
- Developing and implementing strategies to optimize contact center performance, such as improving call handling times and customer satisfaction scores
- Providing coaching, training and support to team members to enhance their skills and meet performance targets
- Monitoring and analyzing key performance indicators (KPIs) to identify areas of improvement and implementing action plans accordingly
- Handling escalated customer inquiries and complaints, resolving issues promptly and effectively
- Ensuring compliance with banking regulations, data security standards and company policies
Operations Team Leader
Concentrix Pvt Ltd
11.2013 - 03.2017
- Leading a team of 30+ employees managing Inbound, Outbound and Sales Operations
- Identifying/Hiring/Training/Motivating the team & ensuring that required quality of manpower is in place to drive the business deliverables
- Instantaneous qualitative feedback to drive performances, culture & knowledge
- Developed strong relationships with cross-functional teams to improve communication and collaboration.
- Produced detailed reports outlining performance against benchmarks..
- Boosted employee morale with proactive recognition programs, ultimately improving retention rates.
Executive
Vodafone International Pvt Ltd
04.2013 - 10.2013
- Responding to customer inquiries, troubleshooting technical issues and providing assistance with telecom products and services via chat platforms
- Investigating and resolving customer complaints, ensuring timely resolutions of issues to enhance customer satisfaction and retention
- Staying updated on the latest telecom products, services and promotions to provide accurate information and recommendations to customers
- Maintaining detailed records of customer interactions, documenting inquiries, resolutions and feedback for analysis and reporting purposes
Senior Associate
Tata Consultancy Services
10.2008 - 02.2013
- Coached and trained teams of analysts managing accounts and databases across the world in addition to being acting Team Leader for Albania, Bosnia & Fyrom countries
- Partnered with market research firm Nielsen to provide services, communicating with staff both locally and internationally through emails & calls
- Created analytical reports and presentations and presented finding to clients during analytical consultations
Education
Bachelor of Commerce - Accounting
Maharaja Sayajirao University
Vadodara, India 04.2001 -
Skills
People Management
undefinedTimeline
Senior Operations Manager
Standard Chartered Global Business Services
04.2023 - Current
Operations Manager
Standard Chartered Global Business Services
04.2022 - 03.2023
Associate Manager - Operations & Service Quality
Standard Chartered Global Business Services
04.2019 - 03.2022
Operations Team Leader
Standard Chartered Global Business Services
04.2017 - 03.2019
Operations Team Leader
Concentrix Pvt Ltd
11.2013 - 03.2017
Executive
Vodafone International Pvt Ltd
04.2013 - 10.2013
Senior Associate
Tata Consultancy Services
10.2008 - 02.2013
Bachelor of Commerce - Accounting
Maharaja Sayajirao University
04.2001 -
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