Manoj Prabhakar
Manager, Business Operations
Summary
A results-driven, self-starting Operations Manager with 9 years of experience in operations-Retail Business Services and competitive pricing environment, focused on projects improving KPIs, Quality, operations and process excellence. An effective communicator at all levels with attention to detail and a keen eye for automation. A good problem solver, quick learner and someone who can quickly adapt in a fast paced environment
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Operations Manager
Salesduo.com
Bangalore
12.2021 - 04.2022
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Identified procedure or process changes required to improve performance and productivity.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Introduced new methods, practices and systems to reduce turnaround time.
- Increased profit by streamlining operations.
Manager
AMAZON DEVELOPMENT CENTRE
07.2014 - 06.2021
- Owning a process with a 30-member multi-disciplinary team, to handle daily operational volumes, ensuring the agreed Key Performance Indicators and the operational goals are met
- Monitor performance and key operational metrics (SLA, TAT, Productivity etc) by analyzing the volumes and provide business callouts to the specific stakeholders if required
- Manage escalations and work with the Vendor Managers and provide Correction Of Error by identifying the Root cause, impact analysis and recommend and implement best practices
- Identify Process improvement and Quality improvement initiatives and partner with the technical and the Vendor Manager teams to co-ordinate and deliver the projects on time
- Took own initiative of building an automation tool in 2 days during Q1'20, which helped the auditing team in identifying Fraudulent sellers setting up egregious prices and fix the incorrect pricing in the Amazon catalog, saving upto $450K and improve overall customer satisfaction
- Lead an automation project through the entire Software Development Lifecycle by liaising with the tech team, database management team, vendor managers and the leadership to launch an Audit UI which helped in improving 18% in productivity and SLA improvement by 12%
- Driven the team to deliver process excellence during the promotional sales (Prime Day, Black Friday till Cyber Monday etc.,) to handle 10X spike in the volumes
- Driving Quality improvement projects in achieving process excellence and was able to exceed the expectations by achieving 14% average from Q2'20 to Q2'21 with a quarterly goal of 10%
- Coaching and mentoring the team to improve productivity and planning training initiatives to improve process quality
Quality Lead
AMAZON DEVELOPMENT CENTRE
07.2018 - 07.2020
- Manage a team of 15 by providing support in handling the daily tasks and also mentoring them to achieve career growth
- Generate reporting metrics to be used for the Weekly/Monthly business reviews and provide callouts for any process leakages
- Launched the Zircon tool leading the project teams from building the tool to closure
- Was able to identify new critical requirements during the project testing and was able to successfully implement them into the project without costing time
- The team was able to achieve 24% improvement in productivity and I was awarded for my contributions
- Partnered with a cross functional team in establishing a process to identify products that are not buyable in the Amazon catalog due to price errors and established a process to make it available for customers and improve customer selection
- This helped in reducing the Non-Buyable SLA to 7 days from 15 days
- Worked on report automation projects with the tech team and provided insights and suggestion to be included in the reports which helped leadership and other process stakeholders to monitor the team's performance and identify process leakages
- Owned the onboarding and expansion projects for 11 Marketplaces, liaising with the leadership and process stakeholders by creating process workflows, gathering requirement for the process launch, creating launch plans, creating communication flowcharts and creating visibility on frequent intervals on the operational metrics and ensuring a smooth process adaptation
- Partnered with the tech team and the Vendor managers across 14 different Marketplaces to establish a vendor communication workflow to mitigate dependencies and reduce backlogs due to transactional delays
- Worked on multiple SLA improvement projects and was able to achieve an overall SLA of ~2.5 from 15 days (Target-7 days)
Lead-Vendor Success Program
AMAZON DEVELOPMENT CENTRE
03.2017 - 07.2018
- Sample audit cases handled by the team to identify training and SOP update opportunities
- Train the team on the findings and track performance and behavior to ensure smooth adaptation of the updates
- Worked with the tech team by providing insights and data to build an allocation macro to reduce the manual dependency
- This helped in overall productivity improvement by 12%
- Took initiative of training 30 loaned in resources from across the org in critical timelines to support the process during the festive peak inflows and was awarded for the contribution
- Took initiatives on dependency reduction projects and was able to achieve 26% improvement in the overall SLA
- Work with Vendor managers in establishing SOPs, escalation guidelines and communication guidelines to help streamline the process workflow
- Conduct weekly calls with the stakeholders to discuss on process performance and addressing their concerns
Catalog Associate
AMAZON DEVELOPMENT CENTRE
07.2014 - 03.2017
- Part of the Inbound Support team which reduces the defects identified in the Fulfillment Centers in Amazon
- Extended my support to the retail team during peak inflows and was able to quickly ramp up in the process
- Worked on a macro to generate the individual touch count report of the team and published it at regular intervals to provide visibility on the performance
- Mentoring the new joiners and help them to ramp up and provide feedback on the best steps to follow
- Worked on a Macro to automatically update the product's title in Canada Marketplace which saved 8 hrs/week
- Provided insights and suggestions on a script which will fetch the Purchase order for an ASIN with minimal effort and also ensuring accuracy which helped us in reducing 21 hrs/week
Graduate Engineer Trainee
ZETEK CASTINGS PVT. LTD
06.2012 - 05.2014
- Manpower and material management to effectively to run the shift
- Performing quality check of the finished products ensuring that the quality standards are met and the product up to expectation
- Preparing SOP for new products launches which are then manufactured and is sent to the customers
- Taking the necessary preventive measures to ensure that a breakdown does not occurs in the CNC machines and to ensure that the targets are achieved
Education
HIGHER SECONDARY -
Don Bosco
05.2006 - 05.2007
DIPLOMA - MECHANICAL ENGINEERING
Sastra Polytechnic College
06.2007 - 05.2009
Bachelor of Engineering - Mechanical Engineering
HINDUSTAN UNIVERSITY
06.2009 - 05.2012
Skills
Hands on experience on Lean, Six Sigma (Black belt projects), Agile and waterfall methodologies and, has worked on several cost saving Kaizen and automation projects from start to closureIdentifying continuous improvement projects and scaling process efficiencyADDITIONAL INFORMATIONManagement SkillsSDLC (Software Development Life Cycle), Six Sigma- green belt, Lean, DMAIC, DMADV, FMEAMicrosoft SQL, Macros, ETL
Risk analysis and management
Project Management
Strategic partnerships
Performance Evaluations
Operations management
Data analysis
Project development and life cycle
Work flow planning
Additional Information
- Awards received: , Hercules award for successful project completion, Star performer of the month, Above and Beyond award
Certification
Six sigma Black Belt
Timeline
Operations Manager
Salesduo.com
12.2021 - 04.2022
Quality Lead
AMAZON DEVELOPMENT CENTRE
07.2018 - 07.2020
Lead-Vendor Success Program
AMAZON DEVELOPMENT CENTRE
03.2017 - 07.2018
Manager
AMAZON DEVELOPMENT CENTRE
07.2014 - 06.2021
Catalog Associate
AMAZON DEVELOPMENT CENTRE
07.2014 - 03.2017
Graduate Engineer Trainee
ZETEK CASTINGS PVT. LTD
06.2012 - 05.2014
Bachelor of Engineering - Mechanical Engineering
HINDUSTAN UNIVERSITY
06.2009 - 05.2012
DIPLOMA - MECHANICAL ENGINEERING
Sastra Polytechnic College
06.2007 - 05.2009
HIGHER SECONDARY -
Don Bosco
05.2006 - 05.2007