MANAV BHATIA
Assistant Manager Operations
Delhi,DL
Summary
Customer Support Manager overseeing client calls, email support, team coaching, and service recovery for a customer service operation. Drives satisfaction by addressing escalations, mentoring associates, and tightening performance controls around shrinkage, managing 1–3 attrition actions per quarter, and quality parameters. Uses open communication with team members and stakeholders to keep issues moving to resolution.
Overview
7
7
years of professional experience
Work History
Assistant manager
Genpact
03.2024 - Current
- Travelled onsite to the US to establish and standardize FinTech support operations, ensuring alignment across operations, quality, and business processes.
- Implemented consistent performance metrics (CSAT, RR and Quality Scores) to align US operations with clients delivery standards.
- Partnered with US leadership to ensure clear understanding of client requirements, service expectations, regulatory and compliance considerations
- Managed team's shrinkage, performance, coaching, engagement, internal disputes, logistics, and other operational issues to maintain team effectiveness.
- Experience of working for Fintech Client and handling team size of 15-20 associates
- Participated in WBRs and MBRs, communicating weekly and monthly performance metrics, insights, and action plans to drive accountability.
- Conducting calibration sessions and attending WBR session
- Experience of working on AWS tools Google Sheets, Docs, Slides etc.
- Working on metrics RR, CSAT and QA scores
Process Specialist
Cognizant
05.2019 - 03.2024
- Managing a team of 10-15 CSR, analysed current processes and identified areas of improvement, resulting in increased customer satisfaction.
- Managing a team of 10-15 CSRs, analysed current processes and identified areas of improvement, resulting in increased customer satisfaction.
- BQ management, Managing Shrinkage, Attrition and overall performance for the team.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Evaluated employee skills and knowledge, trained and mentored individuals to improve performance.
- Established professional relationships with team members to facilitate quick issue resolution.
Education
M.B.A/PGDM - Marketing Management
NMIMS
PuneBachelors in Technology - Mechanical
M.D.U
RohtakSkills
Team handling
Communication
Coaching & training
Conflict resolution
Employee engagement
Escalation management
Service level management
Recruitment support
Metrics
Data analysis
MS Excel
Process improvement
Quality assurance
Quality audits
Root cause analysis
Audit readiness
Client relationship management
Change management
Accomplishments
Best Team Lead, Q3 2025: Achieved the best numbers in client metrics.
Affiliations
Conducted team outing for better bonding and team building.
Timeline
Assistant manager
Genpact
03.2024 - Current
Process Specialist
Cognizant
05.2019 - 03.2024
Bachelors in Technology - Mechanical
M.D.U
M.B.A/PGDM - Marketing Management
NMIMS
Projects
Impact of Social Media On Consumer Buying Behavior, Studied about how Social Media is Impacting Consumer Buying Behavior. Collected Data from people of different age groups and how their behavior is affected by distinct brands shown on social media., shorturl.at/nzHQ7
Languages
- Hindi
- English