Writing
Kunal Bhootra
Operations And Service Delivery Lead
Delhi NCR
Summary
Seasoned Operations Manager and talented leader with 16 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Operations Manager- Play Partnerships
Accenture-Google
Gurgaon
06.2017 - Current
- Improved Efficiency and Productivity: By streamlining processes and improving communication, an operations and learning manager can help increase efficiency and productivity across all departments
- Cost Reduction: By identifying areas of waste and implementing cost-cutting measures, an operations and learning manager can help reduce expenses and improve profitability
- Employee Engagement and Retention: By providing employees with opportunities for development and growth, an operations and learning manager can improve job satisfaction, engagement, and retention
- Compliance and Risk Management: An operations and learning manager can help ensure that the organization is compliant with all relevant laws and regulations, and can implement measures to manage risk and mitigate potential liabilities\
- Innovation and Continuous Improvement: An operations and learning manager can foster a culture of innovation and continuous improvement by encouraging employees to share ideas and best practices, and by providing opportunities for learning and professional development.
Product Experience- Assistant Manager
Samsung Data Systems
Delhi NCR
01.2015 - 06.2017
- Product Strategy: Developing and executing product strategies that align with the company's overall business objectives, market trends, and consumer needs.
- User Research: Conducting user research to understand consumer needs, pain points, and behaviors, and translating insights into product requirements and design recommendations.
- Product Development: Leading cross-functional teams in the development of consumer electronics products, from ideation to launch, ensuring that products are delivered on time, on budget, and to the required quality standards.
- Stakeholder Management: Building and maintaining strong relationships with internal stakeholders, including product teams, engineering teams, marketing teams, and executive leadership, as well as external stakeholders such as suppliers, partners, and customers.
- Innovation and Continuous Improvement: Staying up-to-date with market trends and emerging technologies, and driving innovation and continuous improvement across the product portfolio.
Sales Supervisor
Helix Technologies - The Phone Support
Jaipur
10.2013 - 01.2014
- Team Management: Building and managing a high-performing sales team, by setting clear goals, providing coaching and feedback, and fostering a positive and collaborative team culture
- Sales Process Optimization: Continuously analyzing and improving the sales process, by identifying areas for improvement, implementing best practices, and leveraging technology and tools to enhance efficiency and effectiveness
- Reporting and Analysis: Providing regular reports and analysis on sales performance, market trends, and customer feedback, and using insights to inform business decisions and strategies.
- Sales Performance: Ensuring the sales team meets or exceeds their sales targets, by providing guidance, training, and support, and by implementing effective sales strategies and processes.
Process Developer- BFSI
Genpact
Jaipur
11.2006 - 09.2013
- Process Improvement: Identifying and implementing process improvements to streamline operations, increase efficiency, reduce costs, and improve overall customer satisfaction
- Quality Assurance: Monitoring and improving the quality of processes and outputs, ensuring that they meet or exceed customer expectations, and implementing quality control measures to ensure consistency and accuracy
- Training and Development: Developing and delivering training programs to ensure that employees have the skills and knowledge necessary to perform their roles effectively, and to support career development
- Change Management: Managing change within the organization, including process changes, system changes, and organizational changes, to ensure smooth transitions and minimize disruption to business operations
Education
Bachelor of Arts - Economics ,Public Administration, Sociology
University of Rajasthan
Jaipur 03.2006 - 06.2009
Skills
Effective managerial techniques
Accomplishments
- Accenture Solutions PVT LTD
- June 2017 – Till Date
- Operations and Service Delivery Manager
- Leading Play Policy Support across SEA, INDIA, Pakistan, EMEA and North America
- Managing a team of 40 Tier 2 and Tier 3 agents responsible for handling top 1% of developers
- Providing continuous insights leading to process and user experience improvement
- Performance Management and business transformation team to provide detailed oversight to client and internalleadership
- Creating Business Continuity Plans to ensure smooth operations delivery in case of exigency
- Developing effective business plans to align strategic decisions with long-term objectives
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performancestrategies
- Learning and Capability Development Operations
- Creating Training need analysis and developing intervention framework to foster smooth business transition
- Developing standard operating procedures and ensuring client sign-offs
- Developing learning framework to facilitate cross skill training plans
- Designing customized training plans and content offerings for clients along with enhanced operations delivery
- Creating RCA and Learning log to ensure minimal error repetition
- Assisting mobilization and transitioning team to developer SOW definition, Pyramid Cylindering Structure,
- Knowledge Transfer Plans and Technology Work Enablement models leading to on-time and qualitative processtransitions
- Planning and Executing skill enhancement trainings across various sites globally enabling best practice sharing
- Building reported and MIS dashboards for a comprehensive understanding of Learning and Organization
- Development for the leadership
- Recruitment of resources for Intermediate and Mid Management level positions in coordination with therecruitment team
- Samsung Data Systems Private Ltd – Jan 2015 to June 2017
- Product Experience – Branch Training Head : New Delhi
- Heading the product & sales teams for delivering customized training programs on product & sales across New
- Delhi; monitoring competency grids and identifying training needs for skill / competency up-gradation
- Conceptualizing & implementing need-based process modifications such as development of material, modules andprocesses of training after thorough analysis to enhance operational efficiency
- Securing TL and Sales Team Certification on Quarterly Basis
- Designed and managed key product training certifications to increase volume by 25%
- Developed sales accountability program to increase sales performance indicators by 10%
- Helped in directly generating a substantial percentage of revenue worth INR,
- CBSE Boards - 83%
- Design Thinking
- Managing Change
- Effective Stakeholder Management
- Strategic Thinking and Problem Solving
- Leading People Through Conversations
Certification
Strategic Thinking and Problem Solving
Interests
Pet Lover
Music
Timeline
Design Thinking
06-2021
Stakeholder Management
11-2020
Change Management
06-2020
Strategic Thinking and Problem Solving
05-2020
Operations Manager- Play Partnerships
Accenture-Google
06.2017 - Current
Product Experience- Assistant Manager
Samsung Data Systems
01.2015 - 06.2017
Sales Supervisor
Helix Technologies - The Phone Support
10.2013 - 01.2014
Process Developer- BFSI
Genpact
11.2006 - 09.2013
Bachelor of Arts - Economics ,Public Administration, Sociology
University of Rajasthan
03.2006 - 06.2009