Inderpal Hora
Vaishali
Summary
Results-oriented operations leader with a strong history of enhancing efficiency through strategic initiatives and effective cross-functional collaboration. Demonstrated expertise in financial budget oversight and risk management, contributing to improved operational effectiveness and professional development. A commitment to data-driven decision-making has consistently led to the achievement of performance metrics that drive organizational success.
Overview
24
24
years of professional experience
Work History
Associate Vice President Operations
Exl Service Pvt Ltd
Noida
03.2025 - Current
- Directed strategic initiatives to enhance operational efficiency across multiple departments.
- Collaborated with cross-functional teams to develop and implement key business strategies.
- Managed budget planning and resource allocation for various organizational projects.
- Oversaw talent development programs to ensure workforce skill alignment with business goals.
- Managed day-to-day operations of multiple departments within the organization.
- Ensured compliance with applicable laws, regulations, policies, and procedures.
- Evaluated current processes, procedures, and systems to identify areas for improvement.
- Coordinated staff meetings to discuss progress on key projects and initiatives.
- Established quality control standards and monitored their implementation.
- Actively participated in recruitment and selection process for new hires.
- Delegated work to staff, setting priorities and goals.
- Assisted Vice President with implementation of continuous quality improvement program, led corporate safety, and risk management committee and maintained knowledge of industry trends.
- Mitigated business risks by working closely with staff members and assessing performance.
- Led operational strategy development to enhance efficiency across departments.
- Managed cross-functional teams to streamline workflow and improve communication.
- Facilitated training sessions to enhance team skills and operational knowledge.
- Analyzed operational data to identify trends and inform decision-making processes.
- Established policies and procedures to ensure compliance with industry standards.
- Identified cost savings opportunities through process optimization initiatives.
- Developed key performance indicators used by the organization's executive team.
Manager Operations (CL 7)
Accenture Solution Pvt. Ltd.
Gurugram
09.2017 - 03.2025
- I joined Accenture as an Associate Manager of Operations in September 2017 and was promoted to Advisory Manager of Operations (CL 7) in June 2021. Managing multiple projects with a span size of approximately 150 FTE.
- Channels: Voice, Email, and Chat.
- Geographies:
- Client Relationship Management.
- SLA & KRA Performance Management.
- People management – recruitment, development, training, and managing attrition. Help in system transformation projects.
- Manage the complete P&L of the account to ensure that profit margins are met on YTD and contract life.
- Monitor and measure the efficiency and effectiveness of your own end-to-end operations processes. Design and implement strategies to ensure continuous process improvement.
- Provides support, guidance, leadership, and motivation to promote maximum performance.
- Develop relationships and credibility by sending the location to all internal stakeholders.
- Assist with the development of technical approaches for responses to RFPs.
- WFM Management – Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages, and Tracking AHT)
- Takes ownership of maintaining and tracking operating performance and financial impact compared to the 2-3 year glide path.
- Provides direction and support for the formulation, evaluation, strategy setting, and presentation of product and process solution improvements.
- Provides support, guidance, leadership, and motivation to promote maximum performance.
- Assist with business development activities, including proposals and relationship development, to help clients recognize value from our solutions.
Manager Operations – Insurance Frontend Domain
Exl Service.com (I) Pvt. Ltd.
Noida
08.2015 - 09.2017
- Communicating performance through formal and informal methods
- Direct supervisors to perform work. Evaluate direct reports and develop corrective action for under-performers
- Drive program performance by establishing performance metrics & goals; provide ongoing coaching and feedback to reinforce and address performance
- Ensure a high level of service by setting clear standards and communicating status regularly with respective business partners, team members and executives
- Monitor the Key Performance Indicators of operation team through work-flow tools and take corrective action where necessary
- Recognize and reward extraordinary performance; give feedback and develop performance improvement plans for under-performing employees
- Writing annual, semiannual, and Day performance reviews
- Attrition management and team development
Senior Process Manager – Cable & Telecom Domain
Eclerx Pvt. Ltd
Chandigarh
03.2015 - 07.2015
- Cable & Telecom Domain for a US Based Client
Service Manager – Operations
Steria India Ltd
Noida
06.2009 - 03.2015
- F&A AP Process (NHS Shared Services)
Team Leader Operations – Semi Tech Support
IBM Daksh
Gurgaon
01.2007 - 06.2009
- Broadband Support for a Canadian Client
Sr. Quality Advisor
IBM Daksh
Gurgaon
11.2005 - 12.2006
Sr. Customer Care Representative
IBM Daksh
Gurgaon
11.2002 - 10.2005
Customer Care Representative
IBM Daksh
Gurgaon
11.2001 - 10.2002
Education
B.Com. - Correspondence
Delhi University
01.2002
10+2 -
GHPS
New Delhi01.1997
PG - Business Analytics
IMT Gzb
Skills
- Efficiency-driven operational strategy
- Financial budget oversight
- Professional growth facilitation
- Operational effectiveness
- Risk management compliance
- Project execution
- Collaborative teamwork across functions
- Metrics evaluation
- Risk management assessment
- Data-driven decision making
- Operational efficiency management
- Service delivery management
- Collaborative partnership building
- Operational oversight
- Organizational strategy development
- Cross-departmental collaboration
- Data-driven forecasting
Languages
- English
- Hindi
- Punjabi
Personal Information
- Father's Name: Sd. Dayal Singh Hora
- Title: Advisory Manager Operations (CL 7)
- Date of Birth: 09/29/79
- Nationality: Indian
Timeline
Associate Vice President Operations
Exl Service Pvt Ltd
03.2025 - Current
Manager Operations (CL 7)
Accenture Solution Pvt. Ltd.
09.2017 - 03.2025
Manager Operations – Insurance Frontend Domain
Exl Service.com (I) Pvt. Ltd.
08.2015 - 09.2017
Senior Process Manager – Cable & Telecom Domain
Eclerx Pvt. Ltd
03.2015 - 07.2015
Service Manager – Operations
Steria India Ltd
06.2009 - 03.2015
Team Leader Operations – Semi Tech Support
IBM Daksh
01.2007 - 06.2009
Sr. Quality Advisor
IBM Daksh
11.2005 - 12.2006
Sr. Customer Care Representative
IBM Daksh
11.2002 - 10.2005
Customer Care Representative
IBM Daksh
11.2001 - 10.2002
B.Com. - Correspondence
Delhi University
10+2 -
GHPS
PG - Business Analytics
IMT Gzb
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