Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Work Availability
Timeline
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Hemal Dua

Hemal Dua

Gurgaon

Summary

Dynamic leader with expertise in global operations and program management, known for driving operational excellence and aligning cross-functional teams to achieve strategic objectives. Demonstrates a strong ability to implement data-driven strategies that enhance stakeholder engagement and optimize business performance. Proven track record in OKR implementation and conducting market research to identify growth opportunities, delivering sustainable results.

Overview

19
19
years of professional experience
2
2
Certification

Work History

Manager - Business Operations

Amazon
Gurgaon
07.2016 - 07.2023
  • Directed annual operational planning and strategic execution for Content Operations, driving key global metric improvements, scalability, and efficiency through data-driven decision-making, and cross-functional alignment.
  • Developed and standardized workflows by creating comprehensive process wikis and implementing robust SOPs for new product launches, mitigating risks, reducing inconsistencies by 50%, and ensuring operational resilience for flagship initiatives.
  • Spearheaded the migration of Search Curation Content Operations from Palo Alto to Gurgaon, achieving an 80% improvement in turnaround times, and a 760 bps enhancement in quality through strategic planning and execution.
  • Coordinated the launch of new marketplaces in Sweden and Poland, enabling seamless brand onboarding and operational readiness, resulting in a 75% improvement in search relevance metrics.
  • Built and implemented data-driven dashboards to track recruitment and operational performance, enhancing transparency, and enabling informed decision-making at leadership levels.
  • Strengthened recruitment pipelines by leading referral drives, branding workshops, and diversity hiring initiatives, improving organizational recruitment efficiency, and stakeholder alignment.
  • Led the Vendor Ops Global Outsourcing (GO) program, overseeing the rapid ramp-up of 200+ headcount, and transitioning Trust & Safety workflows while ensuring SLA compliance and operational excellence.
  • Enhanced global team engagement by introducing a self-service reporting tool and addressing 89% of operational challenges through proactive leadership and continuous improvement strategies.
  • Delivered impactful results in cross-functional collaborations, aligning vendor capabilities with business needs through root cause analyses, vendor reviews, and actionable insights, ensuring seamless execution, and stakeholder satisfaction.

Operations Manager

Vaco Binary Semantics Private Limited
Gurgaon
01.2014 - 06.2016
  • Led Google's vendor operations strategy, emphasizing service levels such as throughput, quality, and CSAT across emerging markets.
  • Orchestrated the Google InfoSec vendor access security program, attaining 100% user listing accuracy and denylisting redundant access within 3 months, ensuring security compliance without impacting productivity.
  • Drove process optimization for Google Emerging Ads (GTech), leveraging Six Sigma (DMAIC) and Kaizen methodologies to enhance turnaround times by 20% and reduce resolution times by 33% within 6 months, showcasing a robust bias for execution and continuous improvement.

Assistant Manager of Operations

IBM Global Process Services
Noida
11.2011 - 12.2013
  • Revamped employee ranking, automated reviews saving 24 hours weekly, monitored IT KPIs, improved processes, and led stakeholder engagement on key decisions.
  • Managed client service levels, shaped KPIs, led performance reporting, and contributed to key decisions on hiring, process changes, and shift management.

Education

Executive MBA - Business Analytics

Indian Institute of Management
Calcutta
03-2015

Bachelor of Arts - English

Jamia Millia Islamia
New Delhi
07-2005

Skills

  • Leadership Development & Coaching Project Management
  • Content Development Process Standardization
  • Stakeholder communication Global Vendor Operations Management
  • Data Analysis Dashboard Development
  • Lean Methodologies Six Sigma (DMAIC) Kaizen Initiatives
  • Diversity, Equity, and Inclusion (DEI) Advocacy

Affiliations

  • Yoga Practitioner: Enhances focus and resilience through dedicated yoga practice
  • Nature Enthusiast: Passionate about long walks and trekking for personal rejuvenation
  • Creative Writing Advocate: Engages in reflective practices through creative writing

Accomplishments

  • Charismatic People Leader: Builds high-performing teams, Inspires teams and drives impactful results.
  • Consistent Achiever: Demonstrates a proven track record of exceeding performance metrics, delivering impactful results, and driving strategic initiatives
  • Career Transformational Coach: Empowers others to achieve growth through personalized coaching and actionable strategies.

Certification

  • Six Sigma Green Belt
  • PMP Trained

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Manager - Business Operations

Amazon
07.2016 - 07.2023

Operations Manager

Vaco Binary Semantics Private Limited
01.2014 - 06.2016

Assistant Manager of Operations

IBM Global Process Services
11.2011 - 12.2013

Executive MBA - Business Analytics

Indian Institute of Management

Bachelor of Arts - English

Jamia Millia Islamia

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Hemal Dua