Manoj Rai
Manager Operations
Pune
Summary
Results-driven operations management professional with proven track record in streamlining processes and driving efficiency. Strong focus on team collaboration and adaptability, ensuring reliable performance in dynamic environments. Skilled in strategic planning, resource allocation, and project management. Known for leadership, communication, and problem-solving abilities to achieve organizational goals.
Overview
21
21
years of professional experience
2005
2005
years of post-secondary education
1
1
Certification
Work History
Manager of Operations
Tata Consultancy Services
Pune
12.2016 - Current
- Developed metrics to determine inefficiencies and areas for improvement
- Optimised roles at all levels, facilitated communication and adjusted culture to be more open and productive
- Diminished process gaps, supervising claims analysts and clerks for optimal productivity
- Liaised with stakeholders to verify technology alignment, recommending solutions against project specifications.
- Led cross-functional teams to analyse and understand operational impacts of technology changes
- Documented process flows and developed requirements for functional improvements
- Set clear team goals and delegated tasks and set deadlines
- Conducted team member meetings and updated members on best practices and continuing expectations
- Developed strategies to promote team member adherence to company regulations and performance goals
- Discovered training needs and provided coaching
- Produced weekly, daily and monthly activity reports and forecasts
- Led performance reviews and tailored employee feedback to facilitate professional development
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Managed cross-functional teams for successful project completion and timely delivery.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated cross-functional teams to launch new products, ensuring timely delivery and market readiness.
- Initiated cost-saving initiative by optimizing resource allocation, which significantly reduced operational expenses.
Senior team leader
Slk global Bpo
12.2012 - 12.2016
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
- Analysed Key Performance Indicator (KPI) data to identify trends and achieve team goals
- Demonstrated sales strategies and customer service best practices to enhance team performance
- Streamlined processes to achieve efficiencies and cost savings
- Fostered positive employee relationships through communication, training and coaching
- Reached high-quality standards through audits and testing
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
- Led performance reviews and tailored employee feedback to facilitate professional development
Team leader
BNY Mellon India Pvt Limited
09.2006 - 09.2012
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency
- Demonstrated sales strategies and customer service best practices to enhance team performance
- Prepared strategic planning to realise company vision
- Offered advice on product selection for enhanced levels of support and service
Customer assistant
E2E SerwizSol
06.2004 - 09.2012
- Provided fast checkout service with high levels of customer care and transaction speed
- Maintained sales floor stock levels through consistent monitoring and regular replenishments
Education
Bachelor of Commerce - Corporate law
Skills
Problem-solving
Additional Information
Experienced with learning new projects and also designing process maps.
Personal Information
- Date of Birth: 02/09/83
- Nationality: Indian
Accomplishments
Worked for Lloyds bank and Financial Ombudsman Service in United kingdom for 3 years. SIngle point of contact for TCS management and Stakeholders.
Cross trained resources in multiple projects to ensure maximum productivity with minimum resources.
Certification
PSM 1
Timeline
Manager of Operations - Tata Consultancy Services
12.2016 - Current
Senior team leader - Slk global Bpo
12.2012 - 12.2016
Team leader - BNY Mellon India Pvt Limited
09.2006 - 09.2012
Customer assistant - E2E SerwizSol
06.2004 - 09.2012
Modern college - Bachelor of Commerce, Corporate law
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