Manoj Salve
Business Operations
Pune
Summary
Dynamic Team Lead and Manager with over 12 years of experience in the BPO and IT sectors, specializing in team leadership and operational excellence. Proven track record of driving performance improvements, enhancing customer satisfaction, and increasing team productivity while maintaining rigorous quality standards. Expertise in strategic planning and operational management facilitates the implementation of effective business processes that boost efficiency. Recognized for cultivating collaborative environments that align with organizational goals and promote continuous improvement.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Business Operations Manager
Exela Technologies
Pune, MH
07.2021 - 09.2024
- Managed client engagements and supported new business opportunities, strengthening delivery presence and stakeholder confidence.
- Achieved team and individual KPIs by aligning performance with organizational goals and driving accountability.
- Conducted performance reviews, identified skill gaps, and delivered targeted coaching to improve capability and productivity.
- Owned end‑to‑end reporting to support accurate performance monitoring.
- Redesigned workflows and SOPs, achieving 100% compliance and improving process standardization and control.
- Anticipated workflow demands and optimized resource allocation to meet service levels and operational targets.
- Fostered a positive, inclusive work environment through recognition, empowerment, and effective team leadership.
- Interviewed and recommended candidates for hiring; mentored new leaders and coordinated training to support capability development.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Created detailed client profiles within the CRM system, enabling tailored approaches when recommending products or services based on specific needs.
Team Leader
ConnectWise
Mumbai & Pune, MH
06.2017 - 07.2021
- Lead a team of 20 agents and supervised daily operational activities across multiple shifts by motivating and coaching them.
- Identified process enhancements resulting in increased productivity and a reduction in customer complaints.
- Worked with functional managers for necessary resources and created performance reports to update the company on the team's progress.
- Initiated the Incident Management Process in the SOC for handling security events, and reviewed the progress of the Incident Tracker.
- Conducted performance appraisals, created development plans for employees, and addressed any issues regarding the team's performance.
- Service Delivery Operations (NOC and SOC)
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Team Leader
Firstcry.com
Pune, MH
11.2014 - 02.2017
- Lead a team of 15 agents, ensuring adherence to KPIs and SLAs toward strategic goals.
- Monitor team members' performance, and provide timely feedback to reduce error rates.
- Create performance reports, and handle client escalations efficiently regarding their concerns.
- Inspire the team, and provide a vision of objectives as a point of contact for operational issues and service requirements.
- Secure on-call after-hours support for ensuring smooth operations across multiple shifts.
- Customer Service Department.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Sr. Customer Support Executive
Mphasis an HP Company
Pune, MH
06.2007 - 10.2014
- Handling Motor Claims right from the first notification until the claim is settled.
- Setting up claims on the Mainframe system by getting in touch with the UK clients, broker, and suppliers.
- Collaborate with cross-functional teams to align team goals with company objectives & maintain record of Settled Cheques.
- Quality Analyzing, generating & maintaining the MI reports as per the UK Standards.
- Global Corporate UK – General Insurance Domain
Education
Bachelor of Commerce -
Modern College of Arts, Science & Commerce / University of Pune
Pune, MH04.2007
Higher Secondary School Certification - undefined
Modern College of Arts, Science & Commerce / University of Pune
Pune, MH03.2004
Secondary School Certification - undefined
St. Francis High School
Pune, MH03.2002
Skills
Client Management
Operations Management
Process Management
Service Delivery Management
Strategic Planning
Client Engagement
Team Operations
Resource Management
Leadership Skills
Resource Allocation
Business Requirement Documentation
Steady State Deliverables
User Acceptance Testing
Operations management
Relationship building and management
Effective communication
Team collaboration
Customer service
Financial management
Interests
Motorsports
AWARDS
Award of Top Performer Mphasis an HP Company, Awards of Summit Mphasis an HP Company, Award of Retaining Maximum Frauds Mphasis an HP Company, Award of Fraud Champ / Quality Wizard Mphasis an HP Company
Timeline
Business Operations Manager
Exela Technologies
07.2021 - 09.2024
Team Leader
ConnectWise
06.2017 - 07.2021
Team Leader
Firstcry.com
11.2014 - 02.2017
Sr. Customer Support Executive
Mphasis an HP Company
06.2007 - 10.2014
Higher Secondary School Certification - undefined
Modern College of Arts, Science & Commerce / University of Pune
Secondary School Certification - undefined
St. Francis High School
Bachelor of Commerce -
Modern College of Arts, Science & Commerce / University of Pune