Manish Ram
Gurgaon
Summary
With over 16 years of diverse experience in the international BPO & KPO industry, I have excelled in various functions across multiple domains, including Telecom and Content Curation. My expertise lies in people management, SLA compliance, team building, process management, and operational excellence/continuous improvement. As a forward-thinking senior manager, I have successfully led teams of 375+ employees with 10 direct reports, consistently achieving challenging objectives. By imparting a clear vision, I guide cohesive and high-performing teams towards success.
Overview
18
18
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Sr. Manager Operations
Concentrix
08.2024 - Current
- Managing 375+FTE Account.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Sr. Manager
iEnergizer
07.2022 - 07.2024
- Managing 300+FTE Account
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Produced staffing matrix to provide adequate coverage of department
- Recommended and implemented successful strategies to maximize revenue
- Developed proposals and presentations for internal and external audiences
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
- Identified cost improvement changes and cost savings plans to increase company savings
- Implemented and developed operational standards, policies and procedures
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Provided strong leadership to enhance team productivity and morale
Associate Manager
Virtusa
01.2017 - 07.2022
- Managing Operations Center: Responsible for managing an entire Operations Center with a span of 120 + full time employees in multiple LOB's to ensure successful KPO operations of Curated Advertising venture
- Collaborate and liaise extensively to offshore / onshore relationship models for successful Client support
- Managing Service Delivery: Streamlining and Scaling the Delivery Processes to ensure 100% compliance of meeting SLA's and KPI's as per the company's goals and best project management practices
- Reporting performance insights basis key business metrics to leadership and contributing in effective strategy formulation
- Resolving Client Escalations and developing long term preventive mechanisms
- Operations Enhancement: Coordinate with the executive leadership team and implementing plans, procedures and best practices to setup new operations verticals for Business capability enhancement
- People Management: Responsible for Goal settings, Hiring, Mentoring and Performance Evaluation of incumbents (Leads, SME's etc.) to have a robust talent pool for executing business road-map
Operations Manager
FIS Global Business Solutions India PVT. LTD
06.2015 - 08.2016
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Identified procedure or process changes required to improve performance and productivity
- Formulated processes to reduce downtime and financial loss
- Reviewed operations reports to understand numbers and trends
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics
Team Leader Operations
FIS Global Business Solutions India PVT. LTD
12.2011 - 05.2015
- Motivated and trained employees to maximize team productivity
- Managed high workload with consistent record of achieving deadlines and production targets
- Produced detailed reports outlining performance against benchmarks
- Helped set and manage objectives for quality, productivity and compliance
- Set schedules and oversaw daily workflow
- Adhered to applicable guidelines and requirements, and assisted team in doing same
- Managed internal operational standards and productivity targets
- Conducted root cause analysis in deficient areas to identify and resolve central issues
Team Coach - Operations
FIS Global Business Solutions India PVT. LTD
02.2010 - 11.2011
- Collaborated with team members to achieve target results
- Used Microsoft Word and other software tools to create documents and other communications
- Maintained energy and enthusiasm in fast-paced environment
- Increased customer satisfaction by resolving issues
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Handled ~250-300 emails per day to address customer inquiries and concerns
- Created plans and communicated deadlines to complete projects on time
- Maintained excellent attendance record, consistently arriving to work on time
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
Team Member
FIS Global Business Solutions India PVT. LTD
10.2008 - 01.2010
- Contributed to team success by completing jobs quickly and accurately
- Maintained productive, efficient approach to all tasks
- Learned all required tasks quickly to maximize performance
- Took on additional job duties during unexpected backlog, resulting in meeting project target date
- Resolved issues quickly to maintain productivity goals
- Participated in cross-functional team-building activities
- Pursued learning opportunities to advance knowledge and take on leadership position
Team Member
Mphasis
03.2007 - 10.2008
- Contributed to team success by completing jobs quickly and accurately
- Maintained productive, efficient approach to all tasks
- Learned all required tasks quickly to maximize performance
- An active member of Process and Performance improvement brainstorming Team
Education
MBA - Business Analytics
Amity University
04.2001 -
Skills
Operations Management
Coaching and mentoring
Performance Management
Data analysis
People Management
SLA Management
Operational Excellence / Continuous Improvement
Certification
LEAP - Learn Enhance Apply & Perform
Timeline
Sr. Manager Operations
Concentrix
08.2024 - Current
Sr. Manager
iEnergizer
07.2022 - 07.2024
Associate Manager
Virtusa
01.2017 - 07.2022
Operations Manager
FIS Global Business Solutions India PVT. LTD
06.2015 - 08.2016
Team Leader Operations
FIS Global Business Solutions India PVT. LTD
12.2011 - 05.2015
Team Coach - Operations
FIS Global Business Solutions India PVT. LTD
02.2010 - 11.2011
Team Member
FIS Global Business Solutions India PVT. LTD
10.2008 - 01.2010
Team Member
Mphasis
03.2007 - 10.2008
MBA - Business Analytics
Amity University
04.2001 -
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