Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
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Ian Savio Hyde

Ian Savio Hyde

WFM Program Manager II
Ajmer,rajasthan

Summary

Results-driven Workforce Management leader with 15+ years of experience spanning WFM,risk investigations, and operations leadership. Skilled in capacity planning, KPI reporting,and process automation, with a track record of delivering scalable WFM solutions that optimize resources, reduce costs, and enhance customer experience. Experienced in consulting with stakeholders across e-commerce, BFSI, ensuring SLA adherence, compliance, and operational efficiency.

Overview

20
20
years of professional experience
7
7
Certifications

Work History

WFM Program Manager II

Amazon India
Hyderabad
05.2017 - 04.2025
  • Led complex programs aligned with strategic goals, improving operational flexibility by 25% and accelerating execution of cross-business initiatives.
  • Drove scalable capacity planning for 500+ FTEs globally, automated KPI reporting across 15+ business units, and reduced fraud prevention gaps by 30% year-over-year.
  • Managed cross-functional teams of 50+ members, ensuring 95% of projects were delivered on time.
  • Collaborated with senior leadership to set organizational priorities, optimizing resource utilization by 20%.
  • Directed investigation teams across multiple sites, implemented fraud detection systems that reduced fraud-related losses by 40%, and led global fraud initiatives saving $10M+ annually.

Assistant Manager – National Australian Bank Mortgages

Genpact Pvt. Ltd
Jaipur
06.2008 - 05.2017
  • Supervised day-to-day operations for a team of 70+ employees, consistently achieving 95–98% adherence to performance, quality, and service SLAs.
  • Implemented staff training programs for 200+ team members, boosting product knowledge scores by 30% and improving customer satisfaction by 15% within six months.
  • Conducted 100+ employee performance evaluations annually, delivering constructive feedback that drove 70% measurable improvement in employee KPIs.
  • Enhanced team productivity by streamlining workflows and automating reporting, reducing turnaround time by 30% and freeing up 15% additional team capacity without additional headcount.

Technical Support Analyst, DELL Computers

Genpact Pvt Ltd
Jaipur
07.2005 - 02.2007
  • Provided remote assistance to Dell customers in resolving hardware issues.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.

Education

B.Com -

MDS University
Ajmer
06-2006

12th (CBSE) -

St. Anselm's
Ajmer
04-2003

10th (CBSE) -

St. Anselm's
Ajmer
01.2001

Skills

Workforce & Capacity Planning

Program & Project Management

Data Analytics & Operational Efficiency

Strategic Planning & Execution

Risk & Fraud Management

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Certification

Yellow Belt Certified

Awards

Annual Award for Overall Performance – 2024, People Champion – Apr & Sep 2021, Annual Silver Award – 2014 | Gold Award for Zero Attrition, Best FLM – Feb 2014 | Silver Award Q1 – 2013, 3 Bronze Awards – Leadership Excellence, Shining Star Award – Q3 2012 | Best Performer – 2009

Timeline

WFM Program Manager II

Amazon India
05.2017 - 04.2025

Assistant Manager – National Australian Bank Mortgages

Genpact Pvt. Ltd
06.2008 - 05.2017

Technical Support Analyst, DELL Computers

Genpact Pvt Ltd
07.2005 - 02.2007

B.Com -

MDS University

12th (CBSE) -

St. Anselm's

10th (CBSE) -

St. Anselm's

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Ian Savio HydeWFM Program Manager II