Manoj Kapuria
Noida
Summary
Customer Experience & Operations leader with 20+ years of progressive leadership across BFSI, Telecom, Utilities, and E-commerce. Proven track record of leading large-scale global operations (600+ FTEs), transforming CX functions, and delivering multimillion-dollar cost efficiencies while improving CSAT and SLA performance.
Expert in customer lifecycle strategy, service transformation, operational excellence, and stakeholder management, with a strong ability to align customer experience with business growth and profitability.
Overview
24
24
years of professional experience
Work History
CS OPERATIONS MANAGER
Amazon Development Centre India
Noida
09.2021 - Current
- Manage the career growth and development of the CS team by driving focus on developmental trainings and career mapping.
- Directing operations staff by providing guidance, training, and support in order to meet company objectives.
- Develop strategies to ensure that all internal policies and regulations are met, and delivered.
- 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.
- Led transformational Initiatives resulting in saving of $18M by eliminating non value add steps and Process Simplification improving AHT
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Managed staffing needs through recruitment, selection, onboarding, 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
Hyderabad
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 Solutions
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).
MANAGER-OPERATIONS
Convergys India Services
Thane, Mumbai
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 longterm 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
Exl Service
Noida
03.2007 - 04.2011
- Managing performance of a specialized Team with a span of 100+.
- Devised, deployed and monitored processes to boost longterm business success and increase profit levels.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to customers.
TEAM LEADER - OPERATIONS
KMS BPO
Noida
05.2006 - 03.2007
- 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.
CSR/QUALITY ANALYST
HEROites
Gurgaon
10.2002 - 05.2006
- Monitoring calls & achieving targets.
- Handle calls for US based customers with product inquiries and take orders from them.
CSR
IShiva Backoffice Private Limited
Gurgaon
06.2002 - 10.2002
- Handle calls for US based customers with product inquiries and take orders from them.
Education
PGDBM -
Ishan Institute of Management & Technology
Greater Noida2001
B Com -
Lucknow University
Lucknow1998
Skills
- Customer Experience (CX) Strategy & Transformation
- Global Operations Leadership (Voice & Non-Voice)
- Service Delivery & SLA Governance
- Cost Optimization & Budget Utilization
- Digital Transformation & Process Re-engineering
- Customer Satisfaction (CSAT), NPS & Retention
- Workforce Strategy & Capacity Planning
- Stakeholder & Client Relationship Management
- Cross Functional Collaboration
- Data Analytics & Performance Optimization
- Leadership Development & Talent Strategy
Languages
English
Hindi
Custom Section
linkedin.com/in/manoj-kapuria-718b364
Timeline
CS OPERATIONS MANAGER
Amazon Development Centre India
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 Solutions
01.2017 - 05.2018
MANAGER-OPERATIONS
Convergys India Services
04.2011 - 01.2017
ASSISTANT MANAGER - OPERATIONS
Exl Service
03.2007 - 04.2011
TEAM LEADER - OPERATIONS
KMS BPO
05.2006 - 03.2007
CSR/QUALITY ANALYST
HEROites
10.2002 - 05.2006
CSR
IShiva Backoffice Private Limited
06.2002 - 10.2002
PGDBM -
Ishan Institute of Management & Technology
B Com -
Lucknow University