Jyoti Nair
Senior Manager Operations
Bangalore
Summary
Dynamic professional with 13 years of experience in Operations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Senior Operations Manager
1to1help.net
9 2020 - Current
- Managed the Intake Division, a core contact centre team responsible for service delivery to corporate clients
- Managed Counselling Operations and related deliverables in a 24/7 work environment
- Analysed team bandwidth, productivity, and core competencies to optimize performance
- Conducted team reviews, performance analysis, and yearly appraisals
- Led project management and transformation initiatives, collaborating closely with the tech team to identify process inefficiencies and bugs
- Facilitated training and development across teams & multiple stakeholders, bridging communication between Customer Success Managers (CSMs) and other departments
- Liaised with stakeholders and counsellors daily to resolve counselling operation issues through problem-solving and root cause analysis
- Conducted data analysis of weekly, monthly, and yearly dashboards and reports
- Analysed service consumption and utilization, optimizing capacities for cost control.
Operations Manager
Vidal Healthcare Services Pvt Ltd
07.2015 - 07.2020
- Monitored Wellness Operation Management for a client base of 10 to 15 corporate clients
- Administered CRM (Client/Customer Relationship Management) activities
- Managed balance sheets, credit control, and vendor management
- Prepared and implemented SOPs/SLAs (Standard Operating Procedures/Service Level Agreements)
- Framed and executed business proposals and marketing activities
- Negotiated pricing for competitive premium quotes
- Facilitated claims processing by interfacing between clients and the Claims Department
- Executed customer-centric operations, ensuring adherence to delivery and service quality norms
- Screened, scrutinized, and analysed insurance-related documents for quality assurance.
Operations Executive
HDFC Ergo General Insurance Co. Pvt Ltd
01.2010 - 11.2010
Direct Marketing Coordinator
Royal & Sun Alliance General Insurance Co. LLC.
05.2007 - 03.2008
Junior Executive (Renewals)
Bajaj Allianz General Insurance Co. Ltd.
03.2005 - 10.2006
Back Office Assistant
Sah & Sanghi Automobiles
09.2004 - 02.2005
Education
Bachelor of Commerce (BCOM) -
Mumbai University
Skills
Team Management
People Management
Business Analysis
Problem Solving
Data Analysis
Transformation Initiatives
Root Cause Analysis
Client Relationship Management
Process Management
Data Analysis
Business Continuity
Operations Management
Strategic Planning
Workforce Planning
Business Planning
Certification
Lean Six Sigma Certified
Timeline
Operations Manager
Vidal Healthcare Services Pvt Ltd
07.2015 - 07.2020
Operations Executive
HDFC Ergo General Insurance Co. Pvt Ltd
01.2010 - 11.2010
Direct Marketing Coordinator
Royal & Sun Alliance General Insurance Co. LLC.
05.2007 - 03.2008
Junior Executive (Renewals)
Bajaj Allianz General Insurance Co. Ltd.
03.2005 - 10.2006
Back Office Assistant
Sah & Sanghi Automobiles
09.2004 - 02.2005
Senior Operations Manager
1to1help.net
9 2020 - Current
Bachelor of Commerce (BCOM) -
Mumbai University
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