JOHNSON JOSE
Operations Manager
Bangalore
Summary
Dynamic Operations Manager with 15+ years of experience in driving operational excellence, team performance, and process improvements across diverse sectors. Expertise in customer service, cost optimization, strategic planning, and risk management. Proven ability to enhance efficiency and profitability while fostering high-performance teams. Adept at streamlining processes, delivering exceptional client experiences, and ensuring compliance with international trade regulations. Passionate about continuous improvement and achieving outstanding business results.
Overview
21
21
years of professional experience
2
2
ENGLISH & HINDI
Work History
Operations Manager
Associated with Fulcrum Global Info Services
Bangalore, Karnataka
08.2012 - Current
- Operations Management: Managing Compliance team operations with key focus on complying with US Trade regulations and ensuring optimal utilization of available resources
- Managing 4 fortune 500 company clients for Trade Compliance in capacity of Compliance Manager and delivering to their expectations
- Ensuring cost optimization & handling activities related to manpower and target orientation
- Conducting training for new joiners and risk analysis
- Managing APAC & AMERICA region for Trade Compliance Operations for the clients
- Client Servicing: Ensuring SLAs are met with optimum results
- Process improvement: Shared process improvement measures with clients to enhance robustness.
- Escalation Point: Point of contact for all Clients to provide exemplary Customer Service
- Team Management: Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance within team members
- Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations
- Developed and implemented effective time management strategies that improved team productivity and efficiency
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Mitigated business risks by working closely with staff members and assessing performance.
Sr. Manager
Andromeda Marketing Pvt Ltd
Pune
06.2011 - 05.2012
- Operations Management Managing Pune location operations with key focus on bottom line profitability by ensuring optimal utilization of available resources
- Working in capacity of center head handling 3 projects of companies like ICICI Prudential Life Insurance, Kotak Life Insurance and ICICI Credit Cards
- Ensuring cost optimization & handling activities related to manpower and target orientation
- Monitored Operations KPIs and provided regular reports to senior management. Built strong relationships with customers through friendly and personalized interactions.
- Evaluated hiring, firing, and promotions requests.
- Produced staffing matrix to provide adequate coverage of department.
Assistant Manager II
ICICI Bank Ltd
Nasik
09.2010 - 06.2011
- Operations Management :Managing complete regional Processing operations with key focus on bottom line profitability by ensuring optimal utilization of available resources; handling activities related to Clearing Operations
- Handling activities related to ATM collections, drop box cheque collections and customer queries
- Ensuring compliance to rules and regulations of Reserve Bank of India
- Client Servicing Assessing customer feedback from branches and evaluating areas of improvements
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Handling request and complaints of entire branches that are escalated ensuring that are resolved within stipulated TAT.
Customer Service Manager
ICICI Prudential Life Insurance
Nashik
09.2006 - 09.2010
- Played major role in ensuring that customer's queries are resolved within prescribed TAT and achieved service efficiency measured in terms of Sigma and Quality of Closure (QOC)
- Spearheaded various projects for cluster which included 3 branches
- Assisted in providing awareness in rural belt of state and made people aware of insurance and importance of it (both Health & Life Insurance)
- Acted as LOCA (Location Administrator) for assigned location; ensuring that all operational and administration activities of branch are in place and up to desired service standards
- Received numerous appreciations and Tatva Award (Thrice) highest recognition given to individual for legendary customer service.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
Sr. Customer Service Representative
Care Universal
Pune
05.2004 - 02.2006
- Process Management Acted as Team Representative; dealt with team quality issues, attendance and transport roster
- Played key role in reporting to Assistant Manager for further action
- Mentored new joiners in order to understand process well.
- Responded to customer calls and emails to answer questions about products and services.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Developed and maintained strong relationships with customers to foster repeat business.
Education
PGDBA - Marketing Management
Symbiosis Centre For Distance Learning
Pune 04.2005 - 2010.07
Bachelor of Commerce - Company Management
JDC BYCTO College
Nashik 04.1998 - 2001.04
Skills
Customer Service
undefinedAccomplishments
- Received Tatva Award (Thrice) for legendary customer service
Affiliations
15+ years of experienced and effective Operations Manager bringing forth valuable industry experience and a passion for management. Results oriented with a proven track record of improving overall operations within a company or department. Adept in analytical thinking, strategic planning, leadership, and the management of staff and procedures.
Timeline
Operations Manager
Associated with Fulcrum Global Info Services
08.2012 - Current
Sr. Manager
Andromeda Marketing Pvt Ltd
06.2011 - 05.2012
Assistant Manager II
ICICI Bank Ltd
09.2010 - 06.2011
Customer Service Manager
ICICI Prudential Life Insurance
09.2006 - 09.2010
PGDBA - Marketing Management
Symbiosis Centre For Distance Learning
04.2005 - 2010.07
Sr. Customer Service Representative
Care Universal
05.2004 - 02.2006
Bachelor of Commerce - Company Management
JDC BYCTO College
04.1998 - 2001.04
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