I enjoy reading about leadership and operations management, exploring new technologies, and improving productivity skills Playing outdoor sports builds teamwork and discipline I also like traveling, mentoring team members, and participating in discussions to enhance communication skills
Manikant Kumar
Gurugram
Summary
Results-driven Operations and Field Process professional with 5+ years of progressive experience in Banking Process (SBI Credit Card), Logistics Operations, and Field Investigation (FI) & Operations Management. Currently working as Sr. Team Lead – Operations with expertise in client coordination, team leadership, quality assurance, field executive management, productivity enhancement, and end-to-end process handling. Strong analytical mindset with proven ability to manage large teams, streamline operational workflows, handle escalations, and ensure SLA compliance. Adept at managing MTD/FTD targets, volume growth, backend coordination, and maintaining high-quality standards in field and telecalling operations.
Overview
6
6
years of professional experience
Work History
Sr. Team Lead – Operations
Kroda Infotech Services Private Limited
01.2025 - Current
- Leading end-to-end Field Operations (FI Process) including allocation, execution, reporting, and closure.
- Managing and supervising a team of Field Executives (FE), Backend Executives, and Telecalling Team.
- Coordinating directly with clients for daily updates, escalations, and performance reviews.
- Preparing and sharing Daily, Weekly, and Monthly MIS reports with clients and senior management.
- Ensuring SLA, TAT, and quality compliance across all assigned cases.
- Monitoring MTD (Month-To-Date) and FTD (Full-To-Date) targets and ensuring volume growth achievement.
- Conducting quality checks and audits on field reports before submission to clients.
- Reviewing investigation reports for accuracy, completeness, and compliance.
- Handling client escalations and ensuring timely resolution.
- Managing daily case allocation to Field Executives based on location and workload.
- Monitoring FE productivity, attendance, and performance metrics.
- Conducting regular team meetings to improve operational efficiency.
- Providing training to Field Executives and Backend teams on: Investigation techniques, Report writing standards, Client compliance requirements, Data accuracy and documentation
- Coordinating with HR and Admin for onboarding and documentation of new FEs.
- Identifying operational gaps and implementing process improvement strategies.
- Ensuring data confidentiality and compliance with company policies.
- Supporting business expansion through operational planning and resource allocation.
- Achievements:
- Improved field report quality and reduced client escalations.
- Successfully handled high-volume projects with 100% SLA adherence.
- Increased team productivity through structured monitoring and reporting.
Warehouse Team Leader
DTDC Express Ltd (RCSL)
01.2022 - 12.2024
- Led a team of 10+ members in warehouse scanning and logistics operations.
- Managed daily load planning and dispatch operations.
- Supervised DRS (Delivery Run Sheet) and POD (Proof of Delivery) processes.
- Ensured accurate scanning and shipment tracking.
- Monitored productivity and reduced operational errors.
- Prepared client and management reports on shipment status.
- Handled customer escalations and operational disputes.
- Implemented workflow improvements for better warehouse efficiency.
- Coordinated with branch offices and last-mile delivery teams.
- Achievements:
- Improved daily scanning accuracy rate.
- Reduced shipment processing time through optimized workflow.
- Maintained zero major compliance issues during tenure.
Sr. Executive – SBI Credit Card Process
Web Data System Pvt. Ltd.
12.2019 - 12.2021
- Performed accurate data entry and backend banking process tasks.
- Conducted RTB (Return to Branch) curing activities.
- Ensured quality control of customer data records.
- Prepared daily productivity and performance reports.
- Supported Team Leader in team management.
- Maintained strict compliance with banking data security norms.
- Achievements:
- Recognized for high data accuracy rate.
- Acted as team lead in absence of reporting manager.
Education
Bachelor of Arts (B.A.) -
LMN University
Darbhanga01-2021
Intermediate - undefined
CBSE
01-2019
High School - undefined
BSEB
01-2017
Skills
MS Office (Advanced MS Excel – VLOOKUP, HLOOKUP, Pivot Table, Filtering, Basic Formulas)
Windows & Linux Operating Systems
MIS Reporting & Data Analysis
Email & CRM Handling
Basic Knowledge of Field Investigation Reporting Systems
Strong Leadership & Team Management Skills
EXTRA-CURRICULAR ACTIVITIES
Participation in School & College Sports Events Debate Competitions Team Engagement Activities Participation in School & College Sports Events Debate Competitions Team Engagement Activities
Interests
Timeline
Sr. Team Lead – Operations
Kroda Infotech Services Private Limited
01.2025 - Current
Warehouse Team Leader
DTDC Express Ltd (RCSL)
01.2022 - 12.2024
Sr. Executive – SBI Credit Card Process
Web Data System Pvt. Ltd.
12.2019 - 12.2021
Intermediate - undefined
CBSE
High School - undefined
BSEB
Bachelor of Arts (B.A.) -
LMN University
DECLARATION
I hereby declare that the above-mentioned information is true and correct to the best of my knowledge and belief. Date: ____________ Place: ____________ (Manikant Kumar)
CORE COMPETENCIES
- Operations Management
- Field Operations (FI Process)
- Client Coordination & Stakeholder Management
- Team Leadership & Supervision
- Quality Assurance & Audit Monitoring
- SLA & TAT Management
- Productivity & Volume Growth (MTD/FTD)
- Escalation Handling
- MIS Reporting & Data Analysis
- Backend & Telecalling Operations Handling
- Field Executive (FE) Management
- Training & Development
- Process Improvement & Compliance
PERSONAL DETAILS
- Date of Birth: 03 November 2001
- Gender: Male
- Marital Status: Unmarried
- Religion: Hindu
- Nationality: Indian
- Languages Known: Hindi & English