Mahendra Ahire
Pune
Summary
Dynamic Operations Manager with a proven track record at Malomatia India Technology Services, excelling in process improvement and team leadership. Spearheaded initiatives that enhanced efficiency and customer satisfaction, while fostering a high-performing workforce. Adept in strategic planning and effective communication, driving operational excellence and achieving organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Malomatia India Technology Services Pvt Ltd
Pune
11.2021 - Current
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Created detailed reports on the performance of individual departments within operations.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Performed cost analysis for various projects to determine budget requirements.
- Developed key performance indicators to measure effectiveness of operational processes.
- Developed and implemented operational procedures to ensure quality standards are met.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Built strong operational teams to meet process and production demands.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Measured and reviewed performance via KPIs and metrics.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mitigated business risks by working closely with staff members and assessing performance.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Senior Team Leader
Malomatia India Technology Services Pvt. Ltd
Pune
03.2021 - 11.2021
- Supervise daily operations, including work assignments, attendance monitoring, and performance appraisals.
- Conduct regular coaching sessions to ensure team metrics align with COPC standards (SLA, quality, productivity).
- Manage the interviewing and onboarding process, ensuring a seamless transition from training to operations.
- Implement multilingual call handling and various process enhancements to improve efficiency.
- Provided leadership and oversight for Operations, attracting and retaining a high-performing, diverse workforce.
- Developed and executed service strategies, including communication and change management plans.
- Collaborated with other departments to ensure smooth operations of the team.
- Organized weekly meetings to review progress against goals and objectives.
- Implemented systems for tracking employee attendance, leave requests, overtime.
- Identified opportunities for process improvements to increase efficiency and effectiveness.
- Participated in recruitment processes such as interviewing potential candidates.
- Provided guidance to team members in resolving complex issues or complaints.
- Analyzed operational data to identify areas requiring improvement or optimization.
- Managed day-to-day operations of the department while ensuring high standards of quality control.
Team Leader
Malomatia India Technology Services Pvt. Ltd
Pune
12.2015 - 02.2021
- Led a team of contact center agents, providing daily operational supervision and regular coaching.
- Managed work assignments, performance appraisals, and team bonding activities.
- Participated in calibration sessions and conference calls to maintain high standards.
- Spearheaded process migration and knowledge sharing initiatives, traveling to Doha, Qatar for training and implementation.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Collaborated with other departments to ensure alignment of goals across teams.
- Created training materials and conducted group trainings on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality, and conformance.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Education
MBA - Pursuing, 2nd Year
DY Patil University
06.2025
BA - Mass Media Communication and Journalism
YCMOU
05-2020
H.S.C. -
Nasik Board, Pune University
03-2000
S.S.C. -
Nasik Board, Pune University
03-1998
Skills
- Operations Management
- Team Leadership and Supervision
- Performance Coaching and Appraisals
- Process Improvement
- Multilingual Operations Handling
- Quality Assurance
- Effective Communication
- Training and Development
- Process Migration and Business Transition
- Strategic Planning and Execution
- Cross-functional Collaboration
- Training and Knowledge Transfer
- Change Management
- Risk Management
- Continuous Improvement
- Stakeholder Engagement
Certification
Certified Team Leader (CTL), QAI India Ltd, 11/01/11
Personal Information
- Visa: R B1/B2
- Passport Number: H7703647
- Date of Birth: 05/25/83
Timeline
Operations Manager
Malomatia India Technology Services Pvt Ltd
11.2021 - Current
Senior Team Leader
Malomatia India Technology Services Pvt. Ltd
03.2021 - 11.2021
Team Leader
Malomatia India Technology Services Pvt. Ltd
12.2015 - 02.2021
MBA - Pursuing, 2nd Year
DY Patil University
BA - Mass Media Communication and Journalism
YCMOU
H.S.C. -
Nasik Board, Pune University
S.S.C. -
Nasik Board, Pune University
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