Madhura M
Operations Lead
Bangalore,Karnataka
Summary
Results-oriented Operations Lead with 5+ years of experience in operations, process optimization, vendor coordination, and team management. Proven ability to manage large-scale operations, drive efficiency, improve KPIs, and ensure service quality in high-volume environments. Strong expertise in reporting, escalation handling, and cross-functional collaboration.
Overview
7
7
years of professional experience
Work History
Operation Lead
NOBROKER TECHNOLOGIES SOLUTIONS Pvt Ltd
Bangalore
08.2024 - 01.2026
- Spearheaded operations for home store salon partners, achieving a 15% increase in service fulfillment rates by optimizing supply allocation.
- Developed Structured daily and weekly reporting dashboards to track key metrics (late percentage, cancellations, NPS), resulting in a 10% improvement in overall service quality.
- Over saw Sucessful Launch of 5 new operational hubs in the city, reducing service lead time by 20%, and balancing regional supply-demand gaps.
- Collaborated with cross-functional teams (procurement, marketing, inventory) to streamline operations, supporting a 25% month-over-month growth in city operations.
- Partnered with training teams to analyze customer feedback, leading to a 12% increase in partner rating scores through targeted performance interventions.
- Identified and rectified performance bottlenecks through data-driven analysis, improving operational efficiency by 18% quarter over quarter.
- Implemented strategic retention initiatives that reduced partner churn by 15% and decreased late-start bookings by 20%.
Team Lead
Everest Fleet Pvt Ltd
Bangalore
08.2022 - 04.2024
- Managed end-to-end operations for a fleet of 250–300 vehicles and drivers, leading a team of 5 to 6 members.
- Monitored and analyzed fleet KPIs such as AR, SHPV, EPV, RPT, RPH, and CD on a daily basis using operational tools.
- Handled operational escalations, and ensured timely resolution to maintain service continuity and SLA adherence.
- Coordinated with internal teams, including Recovery, Onboarding, Audit, Retention, Garage, and MIS, for smooth fleet operations.
- Tracked and analyzed arrears and outstanding collections, ensuring the achievement of assigned collection targets.
- Identified operational gaps and implemented corrective actions to improve fleet performance and utilization.
- Managed accident, breakdown support, insurance claims, repairs, and vehicle redeployment processes.
- Monitored weekly and monthly performance reports, providing actionable insights on bad debt, fleet exits, referrals, and rejoining trends.
- Ensured adherence to Uber's quality standards and policies, maintaining high ride-quality benchmarks.
- Built long-term driver relationships by providing operational support and ensuring driver profitability.
Operation Associate
Uber India Systems Pvt Ltd
Bangalore
03.2021 - 03.2022
- Managed priority cases and complex escalations with accuracy and timeliness.
- Developed in-depth expertise in operational controls, including IRT, payments, and BGC processes.
- Prepared and maintained daily, weekly, and monthly MIS reports for operational reviews.
- Demonstrated strong communication skills to explain complex issues and solutions across teams.
- Contributed leadership, analytical thinking, and problem-solving to improve operational efficiency.
- Improved payment processes through tracker updates and process optimization.
- Executed end-to-end driver onboarding and training, as per operational guidelines.
- Maintained historical records, and ensured accurate reconciliation by validating system entries and reports.
Operation Associate
Uber India Systems Pvt Ltd
Bangalore
12.2018 - 05.2020
- Executed end-to-end driver onboarding and training, as per operational guidelines.
- In-depth expertise in operational controls, including IRT, payments, and BGC processes.
- Managed priority cases and complex escalations with accuracy and timeliness.
- Prepared and maintained daily, weekly, and monthly MIS reports for operational reviews.
- Maintained historical records, and ensured accurate reconciliation by validating system entries and reports.
Education
Bachelor of Engineering - Civil Engineering
Visvesvaraya Technological University (VTU)
Belgum01-2018
PUC - Science
Shree Bhuvanendra PU College
Karkala01-2013
Skills
Operations & Process Management
Team Leadership & Workforce Management
KPI Tracking & Performance Analysis
Vendor & Stakeholder Management
Business Development & Growth strategy
Escalation & SLA Management
P&L ,Category management
Data analysis &MIS Reporting
Procurement & operation efficiency
Interests
Learning new skills, Reading Books, Cosmic and space science, History and Research
Timeline
Operation Lead
NOBROKER TECHNOLOGIES SOLUTIONS Pvt Ltd
08.2024 - 01.2026
Team Lead
Everest Fleet Pvt Ltd
08.2022 - 04.2024
Operation Associate
Uber India Systems Pvt Ltd
03.2021 - 03.2022
Operation Associate
Uber India Systems Pvt Ltd
12.2018 - 05.2020
Bachelor of Engineering - Civil Engineering
Visvesvaraya Technological University (VTU)
PUC - Science
Shree Bhuvanendra PU College