LIJU THOMAS
Sr Manager - Operations
Trivandrum
Summary
Adept at Cross Functional Collaboration with Engineering and Product teams; Led initiatives that saw a 15% reduction in product development cycle time, improving time-to-market and operational efficiency Excel in Process Improvement; Developed and implemented a streamlined client onboarding process, resulting in a 25% reduction in onboarding time and a 20% increase in CSAT within the first quarter of implementation
Team(Hiring, KPI); Grew the team from 8 members to 60 members in a span of 2 years including definition of KPIs and Performance Management
Overview
12
12
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Senior Manager Operations
Way.com India Pvt Ltd
Trivandrum
11.2024 - Current
- Led onboarding of 8K Repair & Maintenance Shops, ensuring seamless integration into operational workflows.
- Developed pricing strategies for new products and services in alignment with market dynamics and business goals.
- Negotiated costs and commission structures with partners to optimize margins and drive mutual growth.
- Collaborated with the Product team to design and refine new offerings, supported by in-depth competitor research.
- Coordinated with the Data team to build performance and operations dashboards using Tableau for actionable insights.
- Participated in end-to-end testing of new products to ensure quality and readiness for production launch.
- Planned and executed go-live strategies in collaboration with Leadership and Marketing teams.
- Conducted training sessions for the Customer Support team to ensure preparedness for new product rollouts.
Head of Operations
Yarab Technologies Pvt Ltd
Trivandrum
06.2024 - 10.2024
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Enhanced operational transparency with implementation of advanced reporting systems, providing real-time insights to stakeholders.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Senior Manager - Business Operations
WAY.COM
Trivandrum
11.2019 - 03.2024
- Company Overview: Way.com the Silicon Valley based #1 Car Super App
- Reporting to the Country Head and dotted line reporting to CEO, managing an $8 Million portfolio spanning Operations and Customer Success.
- Streamlining Profitability and Productivity - Improved the profitability by 5-10% MoM at the same time making sure the profitability never dropped below 35%, by redefining KPIs for improved conversion.
- Project Management - Managed and oversaw over 50 important projects, while defining corporate objectives, schedules, and resource allocation. Was involved in breakdown of work plan or SOP, scope refinement, validation, Project timeline break down, with zero instances of revenue loss in 2023.
- Client Relationship Management - Lead the on boarding of 500 Vendors, while ensuring retention, revenue growth and excellent customer satisfaction. Additionally, was the key Account Manager to the top 47 Vendors (~25% of net revenue).
- Cross Functional Collaboration - Worked closely with the CEO on special projects for strategic marketing and customer success while closely partnering with Engineering, Product and Digital Marketing teams.
- Business Insights Review - Oversee and report weekly, monthly, quarterly and annual metrics to CEO/Partners during business reviews, while highlighting insights, exceptions and interventions.
- Vendor On boarding - Undertake the on boarding of 500+ new Partners by giving them a thorough walk-through of the entire Operations, explaining the business processes and conducting product training.
- Team Management - Hired, on boarded and trained a team of 60+ members while creating a global delivery model across 3 agent shifts and across all North America time zones.
- Way.com the Silicon Valley based #1 Car Super App
Supply Chain Specialist
PVH India Ltd
Bengaluru
01.2018 - 10.2019
- Carried out process improvements projects to reduce the number of PO amendments.
- Introduced audits to find out errors in item set up before PO creation.
- Worked with Stakeholders to follow a common format for passing information throughout all regions globally.
- Maintain relationships with suppliers to ensure they meet quality standards and deliver products on time.
- Provide reports on supply chain activities, including cost analysis, distribution analysis, risk mitigation and feasibility studies.
- Manage inventory levels by ordering additional supplies or selling excess inventory to reduce out-of-stock situations.
- Evaluate production change requests and partner with regional teams to envisage risk/reward impact and review proposed solutions with the US Supply Chain Team to ensure alignment and congruence.
- Ensure adherence to Allocation Calendar to enable timely procurement of production orders.
- Personally oversee all the high revenue generating and most sensitive accounts.
- Act as a Single Point of Contact for all partner escalations.
Operations Analyst - Procurement & Sourcing
Accenture India Pvt Ltd
Bengaluru
05.2015 - 01.2018
- Company Overview: {Shell}
- Compile Material & Services requirements and acquire quotations for each requirement in congruence with the Procurement Policies mandated by the client.
- Float Requests for Quotations (RFQs) according to respective project needs, including technical specifications to potential domestic & global suppliers with timelines, negotiate with them and participate in finalizing terms and conditions.
- Lead in preparing Commercial Bid Evaluations (CBE), mandate delivery schedules, confirm delivery schedules and conclude with the final offer & rates and signing off the contract.
- Create, develop and maintain long-term relationships with suppliers to ensure optimal pricing, quality and process enhancement.
- Resolve conflicts or issues diplomatically so as to maintain relationships and trust.
- Conduct regular follow-ups with suppliers to facilitate delivery of goods as per agreed-upon terms and conditions.
- Prepare a cost-benefit analysis for Management Team.
- Review budget reports, inventory reports and other relevant data to identify trends or issues that may affect business operations.
- Recommend changes to improve efficiency or increase profit margins.
- {Shell}
Commercial Assistant
Virtus IT Services
Trivandrum
04.2013 - 05.2015
- Recommend changes to improve efficiency or increase profit margins.
- Discovering, categorizing and contacting vendors for various requirements.
- Inviting competitive quotes from different vendors.
- Handling a team of 3-4 members.
- Developing technical and quote comparison statements based on the quotes received from different vendors and helping the management in decision making.
- Designing and releasing work & purchase orders.
- Interacting with accounts team and releasing payments to different vendors.
- Responsible for ensuring timely delivery of orders by following-up with vendors.
- Receiving and verification of goods received on the basis of Purchase Orders issued.
- Inspection of incoming inventory against the prescribed specifications.
Education
MBA - Finance
Institute of Finance& International Management
Bengaluru, India 08.2011 - 04.2013
BBA -
Christ College
Bengaluru, India 09.2007 - 08.2010
Skills
Leadership & Team Development - Hiring, onboarding, and training operations team with clear goals Upskilling and mentoring young professionals into junior leadership roles
Product Adoption & Support - Conduct user training, product demos, and feature walkthrough, ensuring seamless product adoption and ongoing support
Process Efficiency & Management - Define process efficiency metrics, conduct capacity planning, and allocating resources for optimal performance
Operations management
Resource allocation
Documentation and reporting
Data-driven decision making
Personal Information
Date of Birth: 01/02/84
Timeline
Senior Manager Operations
Way.com India Pvt Ltd
11.2024 - Current
Head of Operations
Yarab Technologies Pvt Ltd
06.2024 - 10.2024
Senior Manager - Business Operations
WAY.COM
11.2019 - 03.2024
Supply Chain Specialist
PVH India Ltd
01.2018 - 10.2019
Operations Analyst - Procurement & Sourcing
Accenture India Pvt Ltd
05.2015 - 01.2018
Commercial Assistant
Virtus IT Services
04.2013 - 05.2015
MBA - Finance
Institute of Finance& International Management
08.2011 - 04.2013
BBA -
Christ College
09.2007 - 08.2010