Manoj Kapuria
Noida
Summary
Experience in executive level leadership communication & driving large transformational customer facing programs. Self-motivated Operations Manager successful in collaborating with cross functional team, leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Experience with exposure to diverse profiles & business (BFSI, Utilities,Telecom & Ecommerce)
Overview
22
22
years of professional experience
Work History
CS Operations Manager
Amazon Development Center
Noida
09.2021 - Current
- Manage the career growth and development of the CS team by driving focus on developmental trainings and career mapping.
- Develop strategies to ensure that all internal policies and regulations are met, and delivered.
- Directing operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations, and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Led cross-functional teams in problem-solving activities related to process improvements, or new product launches.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Managed staffing needs through recruitment, selection, on boarding, training, and disciplinary action as necessary.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Motivated and evaluated personnel for performance improvement and goal achievement.
DGM - Operations
Cognizant Technology Solutions
Hyderabad
01.2020 - 09.2021
- Manage global operations of key functions in the business, with an average headcount of 600+.
- Drive cross-functional programs and goals across the organization.
- Collaborate across different teams spread globally to foster the integration of the organization's and clients' road maps.
- Analyze data/metrics and come up with meaningful recommendations.
- Identifying opportunities for work redesign, workflow enhancement, shift utilization, staff mix, and staff utilization in order to meet or exceed internal financial goals.
- Validate and prepare a business case for identified opportunities within existing service lines for growth, and discuss and plan for a foray into new services in order to meet business objectives.
- Oversee and manage day-to-day operations delivery, consisting of SDMs, TMs, Team Leads, Specialists, team members, and ensuring that deliverables to the client are met.
- Developed procedures for improving the efficiency of operational processes.
- Identified potential areas of improvement within the department's operations.
Senior Lead - Client Services & Operations
Infosys BPM
06.2018 - 01.2020
- Manage operations of key functions in the business with an average headcount of 250+.
- Identifying opportunities for work redesign, workflow enhancement, shift utilization, staff mix, and staff utilization in order to meet or exceed internal financial goals.
- Oversee and manage day-to-day operations delivery, consisting of Sr. Managers, Managers, Team Leads, Specialists, Team members, and ensuring that deliverables to the client are met.
- Preparing an internal and external governance model in order to track and monitor contractual compliance, employee engagement, performance, and relationship health.
- Ensuring compliance with industry regulations related to client services management.
- Maintaining relationships with current clients by providing regular updates on products and services offered.
- Identifying opportunities for new business development through existing clients.
- Managing budgets associated with client services activities.
Senior Manager - Operations
Hinduja Global Solution's
Bangalore
01.2017 - 05.2018
- Managing Post Paid business spread across 2 Service Lines with a combined HC of 450+ across multiple locations for Voice and Non Voice Domestic Telecom Processes
- Delivering Metrics & Contractual SLA's, Capacity Planning, Hiring, Training & other shared services for optimum functioning of the account
- Restructured & redefined the hiring process to ensure that only required HC is hired
- Set up the process within the teams to ensure that specifics of required HC is passed on to the hiring team
- This resulted in saving of $0.2 Mn for Client
- Realigned the Queue's to the Ops basis Language Proficiency to ensure Optimum Utilization of the resources
- This resulted in delivery of Contractual SLA's & saving of $0.3 Mn (HGS was paying this amount to client as key performance metrics were not met)
Team Leader - Operations
KMS BPO
05.2006 - 03.2017
- Responsible for Quality evaluation, Attendance & Leave management, Escalation support, Supervisory approval, Performance management involving goal setting, feedback and appraisals, regular briefings/ de-briefings etc
- Produced detailed reports outlining performance against benchmarks & manage schedule adherence on the floor and ensure SLAs are always met
Manager - Operations
Convergys India Services
Thane
04.2011 - 01.2017
- Managing business spread across 4 Service Lines with a combined HC of 250+ across multiple locations for Voice and Non Voice Telecom Processes for leading Australian Telecom Client
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels by enhancing delivery on R/P metrics & reducing cost
- Focused on enhancing key metrics via effective operations management.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Monitored staff performance and addressed issues.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Assistant Manager - Operations
EXLservice
Noida
03.2007 - 04.2011
- Managing performance of a specialized Team with a span of 100+
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to customers
CSR/Quality Analyst
HeroBPO
Gurgaon
10.2002 - 05.2006
- Monitoring calls & achieving targets
- Handle calls for US based customers with product inquiries and take orders from them
CSR
I Shiva Back office Pvt Ltd
Gurgaon
06.2002 - 10.2002
- Handle calls for US based customers with product inquiries and take orders from them
Education
PGDBM - Marketing
Ishan Institute Of Management & Technology
Greater Noida04.2001
B Com -
Lucknow University
Lucknow05.1998
Skills
- Business & Process Excellence
- Problem Solving
- Service Delivery
- Performance Management
- Tactical Planning
- Stakeholder Management
- Project & Program Management
- Crisis Management
- Managing Complexity & Ambiguity
- Team Management
- Analytics
- People Management
- Resource/Cost Optimization
- Coaching & Development
- Transformation
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
CS Operations Manager
Amazon Development Center
09.2021 - Current
DGM - Operations
Cognizant Technology Solutions
01.2020 - 09.2021
Senior Lead - Client Services & Operations
Infosys BPM
06.2018 - 01.2020
Senior Manager - Operations
Hinduja Global Solution's
01.2017 - 05.2018
Manager - Operations
Convergys India Services
04.2011 - 01.2017
Assistant Manager - Operations
EXLservice
03.2007 - 04.2011
Team Leader - Operations
KMS BPO
05.2006 - 03.2017
CSR/Quality Analyst
HeroBPO
10.2002 - 05.2006
CSR
I Shiva Back office Pvt Ltd
06.2002 - 10.2002
PGDBM - Marketing
Ishan Institute Of Management & Technology
B Com -
Lucknow University
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