ISHIKA SHARMA
Gurugram
Summary
High-impact Operations Manager with 8+ years of experience scaling 150+ member teams in high-growth, global environments. Expert in contract lifecycle management, digital transformation through Generative AI integration, and delivering strategic operational excellence for Fortune 500 stakeholders. Proven ability to optimize processes, boost efficiency, and lead high-performing teams to exceed business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager (Google Cloud Account)
HCL Tech Pvt Ltd
Gurugram
04.2023 - Current
- Direct and lead a large-scale workforce of 150+ members, including Team Leads, SMEs, and MIS analysts, fostering a culture of high performance and continuous improvement.
- Spearhead daily operations for high-stakes Google Cloud contract management, consistently meeting and exceeding Service Level Agreements (SLAs).
- Drive digital transformation by integrating AI tools into existing workflows, resulting in a 25% increase in operational throughput and a 15% reduction in manual processing time.
- Deliver high-impact strategic insights via Monthly Business Reviews (MBRs), presenting performance metrics to stakeholders to drive data-informed decision-making and optimize resource allocation.
- Scale hiring and onboarding processes to support rapid team expansion, maintaining quality standards while reducing time-to-productivity.
- Lead release planning and coordinate cross-functional efforts to ensure product delivery aligns with regulatory requirements and business goals.
Team Lead
TELUS International Pvt Ltd
Noida
08.2020 - 03.2023
- Managed B2B Annotation Process operations, consistently exceeding company productivity targets through rigorous quality control and process refinement.
- Cultivated a high-performance team culture, mentoring 20+ direct reports and achieving a 95% retention rate through targeted development and coaching initiatives.
- Implemented objective-based scheduling and resource management strategies, optimizing team output.
- Maintained high standards of quality and client satisfaction, acting as the primary point of contact for operational queries.
Team Leader
SpiceJet Pvt Ltd
Gurugram
03.2018 - 07.2020
- Empowered team members through targeted coaching and development, resulting in significant improvement in individual performance metrics.
- Streamlined team workflows, reducing query turnaround time and enhancing overall customer service delivery.
- Managed daily operations and performance for customer-facing team, facilitating resolution of complex inquiries for enhanced customer satisfaction.
Education
MBA -
Dewan Institute of Management Studies
Meerut01-2024
BA -
Himalayan Garhwal University
Uttarakhand01-2021
Skills
- Google Cloud Platform expertise
- Microsoft Azure AI knowledge
- Technical proficiency in AI
- Generative AI implementation
- AI-driven automation
- Data analytics skills
- Advanced Gemini proficiency
- Operational leadership
- Team management
- Performance management
- Strategic planning
- Change management
- Cross-functional collaboration
- Resource allocation
- Business operations management
- Process optimization strategies
- Contract lifecycle management
- Service level agreement oversight
- Stakeholder engagement
- Strategic communication skills
- Quality control practices
Certification
- AI Professional Certificate - Google
- Azure AI Fundamentals - Microsoft
- Social Media Marketing - Meta
- Data Analytics Virtual Experience - Deloitte
- Generative AI for Everyone - DeepLearning.AI
Certificates
- Social Media Marketed- Meta
- AI Professional Certificate- Google
- Deloite - Data Analytics Virtual Experience
- Microsoft - Azure AI Fundamental
- Generative AI gor Everyone - Deep Learning AI
- Google Cloud Platform/Workspace Contract Management,
- Data Analytics
Timeline
Operations Manager (Google Cloud Account)
HCL Tech Pvt Ltd
04.2023 - Current
Team Lead
TELUS International Pvt Ltd
08.2020 - 03.2023
Team Leader
SpiceJet Pvt Ltd
03.2018 - 07.2020
MBA -
Dewan Institute of Management Studies
BA -
Himalayan Garhwal University