Maitry Shah
Ahmedabad
Summary
Experienced leader with 19 years in managing process operations and cross-functional teams, driving business success through exceptional service levels and optimized resource utilization. Known for fostering innovation, adapting to change, and achieving operational excellence by maximizing efficiency and delivering on goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Prompt Equipment Pvt Ltd
Ahmedabad
06.2023 - 07.2023
- Carried out implementation of QMS(ISO 9001: 2015) across all division
- Process gap identification and Process Design as per ISO Standard.
- By Strategic Objective Alignment ensure that QMS objectives are seamlessly integrated into day-to-day operations.
- Documentation on Process identification and relevant Record/Format.
Consultant
Prompt Equipment Pvt Ltd
Ahmedabad
11.2022 - 05.2023
- Carried out implementation of ISO 9001: 2015 as per Agile-Methodology.
- Provide guidance process improvement and product implementation.
- Conducted impactful training sessions on QMS processes and documentation, ensuring a deep-rooted understanding across teams.
- Prepared and implemented quality processes through continual improvement processes
- Regularly conducted Sprint Reviews of ongoing projects, ensuring alignment with QMS objectives, rapid issue resolution, and project milestones achievement.
- Prepared accurate and concise reports, conveying progress, issues and solutions.
Operation Head
Sigma Solve LTD
Ahmedabad
03.2022 - 07.2022
- Collaborated with senior management to craft data-driven strategies addressing top-level concerns, employing big-picture thinking.
- Led end-to-end recruitment, training, and supervision across operational levels, achieving operational excellence and team optimization.
- Oversee all human resources operations, including managing payroll, recruitment, employee appraisals, retention, and engagement activities.
- Responsible for implementing and maintaining HRMS tools .
- Putting in place policies, processes, and standards that align with organizational strategies and ensure effective operations.
- Overlooked operational progress and maintained vendor relationships, ensuring efficient processes and successful outcomes.
- Implemented performance measurement through KPIs and metrics, ensuring continual improvement and strategic alignment.
Chief Officer – Support /Operations
D-Soft Innovation LLP
Ahmedabad
04.2019 - 02.2021
- Led efforts to improve product features, design and review processes, and collaborate with senior management to set strategic goals that align with the company's vision.
- Managed a wide spectrum of Operational functions encompassing client authentication, customer management, CRM quality assurance, inbound/outbound calling, back-end operations, documentation, market Research and analysis, training, and application dashboard configuration. Proficiently ensured end-to-end operational excellence.
- Demonstrated meticulous documentation skills, preparing application manuals, FAQs, and SOPs for internal staff.
- Expertise in designing and implementing comprehensive training programs, enhancing internal staff and client understanding of application functionality and processes.
Operation Head
Orange Web - Technologies Limited
Ahmedabad
04.2016 - 03.2019
- Successfully led and managed a Reporting and cross-functional team responsible for the implementation of payroll systems across diverse industries, both domestically and internationally.
- Supervised critical functions including product performance assessment, software requirements analysis, on-time delivery, and efficient implementation, ensuring alignment with quality standards and client expectations.
- Took charge of developing and validating training materials, crafting engaging exercises and assignments, identifying training gaps, Conducting Training(Product and Interpersonal) and meticulously evaluating the effectiveness of training programs.
- Collaborated closely with major domestic and international clients, promoting on-site visits to enhance client engagement, Product Training and better understand their requirements.
- Demonstrated expertise in HR operations management, overseeing various facets including payroll administration, recruitment processes, appraisal cycles, employee retention strategies, and engagement initiatives.
Management Representative - QMS
Orange Web - Technologies Limited
Ahmedabad
04.2011 - 03.2019
- Carried out internal / external audits and documented implementation ofISO9001: 2015.
- Managed ISO-related documents, including audit plans, schedules, reports, internal audit backups, management review meetings, and audit summary reports.
- Developed and implemented document management process.
- Carefully Review all documents for accuracy and compliance with standards, and collaborated with different departments to ensure requested modifications were correct and satisfactory.
- Prepared and implemented quality processes through continual improvement processes.
Payroll Implementation Manager
Orange Web - Technologies Limited
Ahmedabad
04.2011 - 03.2016
- Played a key role in implementing payroll of various companies (Domestic and International).
- Managed full project lifecycles beginning at inception and ending with customer-facing deployments.
- Conducted impactful training programs encompassing Communication, Motivation, and Product Training
- Coordinated with clients and internal team to fulfill software requirements and ensure regulatory and commercial compliance.
- Crafted Standard Operating Procedures (SOPs) for products, enhancing internal processes and ensuring clarity in product usage.
- Successfully managed payroll & HRMS implementation on major companies (HAVMOR ICE Cream, Gift City, Kataria-Automobiles Pvt. Ltd., Azure Knowledge, Nepra Resource, Aatash Nor control Ltd, Deepak Nitrite Ltd, Know Craft Analytics Pvt. Ltd, Sabari DistributionPvt Ltd. (Kochi), Amazon Distribution Pvt Ltd (Bangalore), Cliantha Research Limited, Dideis Pvt Ltd (Mumbai), Atul Automobile,Infoline LLC( Sultanate of Oman) .
Unit Manager
Mphasis LTD.
Ahmedabad
03.2007 - 01.2011
- Managed and mentored a diverse team, optimizing performance to consistently achieve and exceed KPI target
- Developed customer service representatives' techniques to drive revenue growth.
- Initiated impactful training programs for across organization that bolstered process-level quality and elevated customer satisfaction.
- Conduct sessions on First-Time Resolution (FTR) and subsequently carried out an internal ISO audit.
- Effectively managed a substantial workforce of 300 to 400 indirect members, ensuring optimal service levels were met. Demonstrated adept resource management skills to maintain operational efficiency.
Quality Auditor
Bharti Airtel Limited
Ahmedabad
10.2006 - 03.2007
Customer Relationship Executive
Bharti Airtel Limited
Ahmedabad
10.2004 - 09.2006
Customer Relationship Executive
Customer Relationship Executive – Post Paid Reliance Info Stream Ltd
Navi Mumbai
06.2003 - 08.2004
Education
Diploma - Business Management (HR & Finance
H. L. College of Commerce
01.2013
Diploma - E-Commerce
Gujarat
Institute of Technology
01.2003
Bachelor of Commerce -
Gujarat University
01.2001
Skills
- Operations Management
- QMS Implementation(ISO 9001:2015)
- Process Design and Objective Alignment
- Training and Development
- HR Operations
- Customer Care
- Support and Service
- Performance Evaluation and Monitoring
- Client Relation Management
- Quality Assurance
- Software Implementation
- Documentation
- Team Development and Strategic Leadership
Accomplishments
- 19 Years’ Experience in managing operations in IT (Software & E-commerce)and Telecom industries
- Collaborating with senior management to devise operational strategies, design workforce structure, and establish strategic objectives.
- With 10 years of Experience in Product implementation which includes Payroll & HRMS, CRM ,Mobile App, ERP, E-commerce Platform and Custom Software .
- Experience of 9 years being Management Representative for ISO 9001:2015 .
- Provided Consultancy QMS implementation as per Agile Methodology.
- Expertise in product Training with experience of 11 years in Training and Development.
- Developing, Implementing effective processes and standards for Smooth Operations.
- As a member of the core team, participating in identifying opportunities to enhance product features, as well as designing and reviewing processes.
- Planning, monitoring, and appraisal of employee work performance and ensure productivity.
- Resourceful at maintaining quality by inspecting sales process quality, monitoring B2B and B2C activities and thereon prioritizing opportunities for improvement
Certification
- Train the Trainer – Certified from Bodhidh Training Solutions Pvt Ltd, Bangalore.
- QMS – ISO 9001: 2007, 9001: 2015.
- Business and Project Management Workshop and Seminar
- Landmark Forum and Advance Courses from Landmark Worldwide Certification of Completion of Agile Scrum Management.
NOTABLE ACCOMPLISHMENTS
Bagged Award for
- Excellence Performer in 2018 in Orange Web - Technologies Ltd.
- Best Unit Manager for Highest O.T contributed team in Mphasis Pvt. Ltd.
- Conducted Training Program for 500 employees in 10 days for Quality Assurance in 2010.
- Best S.R in Bharti Airtel for year 2006
- Best Agent in month of Aug 2006 & Sep 2006
- Best Agent twice in Reliance Info Stream
Timeline
Senior Operations Manager
Prompt Equipment Pvt Ltd
06.2023 - 07.2023
Consultant
Prompt Equipment Pvt Ltd
11.2022 - 05.2023
Operation Head
Sigma Solve LTD
03.2022 - 07.2022
Chief Officer – Support /Operations
D-Soft Innovation LLP
04.2019 - 02.2021
Operation Head
Orange Web - Technologies Limited
04.2016 - 03.2019
Management Representative - QMS
Orange Web - Technologies Limited
04.2011 - 03.2019
Payroll Implementation Manager
Orange Web - Technologies Limited
04.2011 - 03.2016
Unit Manager
Mphasis LTD.
03.2007 - 01.2011
Quality Auditor
Bharti Airtel Limited
10.2006 - 03.2007
Customer Relationship Executive
Bharti Airtel Limited
10.2004 - 09.2006
Customer Relationship Executive
Customer Relationship Executive – Post Paid Reliance Info Stream Ltd
06.2003 - 08.2004
Diploma - Business Management (HR & Finance
H. L. College of Commerce
Diploma - E-Commerce
Gujarat
Institute of Technology
Bachelor of Commerce -
Gujarat University
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