Manoj Lal Varma
Hyderabad
Summary
Operations Leader with 18+ years of cross functional expertise in Operations, New Deal Transitions, Process Improvements and Training. Proven track record of managing large and complex client engagements across various industries like Hitech,FMCG, Banking and Large Global Conglomerates across Collections, Customer service & Sales domains. Passionate about Constant learning and coaching having rich expertise in establishing & strengthening processes and leveraging technology and cost initiatives with focus on overall Organizational Development, Change Management, Business Excellence and Transformation
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
GUS Education India LLP
06.2024 - Current
- Working as a Senior Operations Manager handling a team of 75 + FTE’s which includes supervise, hire and train employees, strategize process improvements and responsible for maintaining and increasing the efficiency of the business
- Lead and mentored a team of Managers, Assistant Managers, Team Leads and Student Advisors, proactive engagement with sales, admissions, and student services teams to ensure smooth progress on admission cases
- Develop and implement strategies to drive team performance, ensuring alignment with KPIs such as student enrolment and conversion rates
- Monitor and analyze team performance, consistently achieving or exceeding established goals
- Oversee daily operations of the student advisory division, including resource allocation and process improvement
- Maintained regular communication with clients, managing day-to-day operational activities, ensuring service level agreements (SLAs) were met, and aligning staffing plans to meet business needs
Operations Manager
Genpact India Pvt. Ltd
05.2019 - 04.2024
- Worked as an Operations Manager handling a team of 183+ FTE’s which includes supervise, hire and train employees, strategize process improvements and responsible for maintaining and increasing the efficiency of the business
- Worked as a HR catalyst and POC for driving employee engagement activities, lean ideas and mandatory training completions for entire workgroup
- Mentored, trained, and managed various teams
- Size 40 -150 FTE’s
- Successfully completed a Green Belt Project with 28 FTE savings with resulted in annual savings of $392 k for the process
- Successfully completed Onshore Transition for AR B2B Accounts Receivable process from UK, POC for driving Lean certifications, training completions for entire workgroup and collaborated with upper management on projects and day- to-day operational support
- Reviewed, analyzed, and audited operational data for accuracy; generated and distributed monthly and ad-hoc reports for management
Lead Assistant Manager – US AR Portfolio
Exl Services Pvt. Ltd.
Bengaluru
02.2016 - 05.2019
- Ensuring all Credit Collections SLAs, KRA’s (DSO, Past Due reduction %, 61+, 120+%, 180 + Current %) Cash Application targets are met/exceeded without fail, ensuring proper billing done on the accounts
- Implemented Win Automation resulting in simplification of current process and soft savings of 434 hours annually
- Led 'Spread a Smile' initiative, aiding 1000+ NGO-led school children
Assistant Manager (On Contractual Role)
United Health Group
09.2015 - 01.2016
- Worked (on Magna payrolls) supporting BOM Implementation process in United Health Group managing a team on 48 associates along with 1 Management Trainee and 2 SMEs
Team Leader
Atum IT Pvt Ltd
02.2015 - 08.2015
- Worked as a Team Leader for US T-Mobile L1 Tech Support call & chat process using Remedy Ticketing tool managing B2B AR
- Ensuring all tickets are assigned and closed as per ticket SLA’s
Customer Service Manager
E - Novation’s Pvt Ltd
02.2014 - 08.2014
- Worked as a Manager handling the team responsible for working in Accounts Receivable, Customer Service and Technical support queries for 4000 Small and Medium business UK EPOS customers
- Was a POC to conduct various employee engagement programs
Team Leader – US Collections
Dell International Services Pvt Ltd
Hyderabad
05.2009 - 02.2014
- Managed B2B collections team of Large Enterprise/Corporate Accounts a total portfolio of 80+ M, consisting of 3500 fortune 500 company accounts
- Managed a team of US Credit Verification Team responsible for validating and issuing credit memos and raising debit memos for the customers
- Managed a team of Global Commercial Channel/Small Balance accounts a total portfolio of $ 60 M, consisting of 2000 reseller accounts and (Small balance Accounts) a portfolio of 4000 small balance accounts from transactional segments like SMB, GCC, Hi- Ed and K-12
EMEA Sales Coach
Dell International Services Pvt Ltd
Hyderabad
05.2007 - 04.2009
- Worked as Sales Coach and helping to sell & attending queries related to Computers, Electronics Accessories and Software Peripherals all over United Kingdom for Home as well as Business Corporate
Senior Sales Representative
Dell International Services Pvt Ltd
Hyderabad
05.2005 - 04.2007
- Handling calls from the customers and helping them by placing orders & resolving the Escalations of the customers by discussing with cross functional Managers & achieving consistent performance in all the parameters of the business and targets set by the business & driving CE metric for the team
- Achieved Smart Step Award for taking the lead in the process and by going beyond the call of duty and achieving the targets for the team for Oct Q3'Fy11 (Oct 2010, 2011)
- Been in Best of Breed (Club of Excellence) in the sales team for more than 4 Quarters for achieving positive Customer experience surveys from customers
Education
Bachelor Of Computer Science -
Osmania University
Hyderabad06-2005
Skills
- Salesforce CRM
- Collections tools
- Process Improvement
- Automation
- Lean and Green Belt Certified
- Stakeholder management
- Onshore/Offshore process transitions
- Hiring
- Training
- HR Catalyst
- KPI Utilization
- Coaching
- Mentoring
- MS Office
- Reporting
Certification
- Data Bridge Green Belt Certified Professional
- IOFM certified O2C Accounts Receivable Manager
Languages
- English
- Telugu
- Hindi
Personal Information
- Gender: Male
- Nationality: Indian
Industrial Exposure
- BPO
- IT & Software
- Content Moderation
- F&A
- Retail
Timeline
Senior Operations Manager
GUS Education India LLP
06.2024 - Current
Operations Manager
Genpact India Pvt. Ltd
05.2019 - 04.2024
Lead Assistant Manager – US AR Portfolio
Exl Services Pvt. Ltd.
02.2016 - 05.2019
Assistant Manager (On Contractual Role)
United Health Group
09.2015 - 01.2016
Team Leader
Atum IT Pvt Ltd
02.2015 - 08.2015
Customer Service Manager
E - Novation’s Pvt Ltd
02.2014 - 08.2014
Team Leader – US Collections
Dell International Services Pvt Ltd
05.2009 - 02.2014
EMEA Sales Coach
Dell International Services Pvt Ltd
05.2007 - 04.2009
Senior Sales Representative
Dell International Services Pvt Ltd
05.2005 - 04.2007
- Data Bridge Green Belt Certified Professional
- IOFM certified O2C Accounts Receivable Manager
Bachelor Of Computer Science -
Osmania University
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