Manu Pradhan
Gurgaon,HR
Summary
Experienced A+ certified Lean Six Sigma black belt professional dedicated to enhancing Quality & Operational Excellence. Spearheaded automation projects utilizing RPA, AI, and ML technologies, resulting in a 40% reduction in manual interventions. Committed to creating a customer-centric organization focused on improving customer retention and satisfaction. With over 8 years of industry expertise, poised to drive operational efficiency and deliver exceptional results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager (L&D)
Fusion Microfinance Limited
02.2024 - 05.2024
- Identifying training needed within the organization through job analysis and consultation with different departments
- Organize training for newly recruited staff and implement on the job training with existing staff
- Prepare monthly training plan & share with Regional HR-Admin and DVP & other teams
- Perform other duties assigned by L&D Head, HR and other senior Management
- Making the SOPs and implementing within the Organization by including various departments like finance, Sales, Operation Business and HR
Manager Process Excellence
Cashify
06.2023 - 02.2024
- Company Overview: Gurgaon
- Developed and deployed standardized and efficient processes, incorporating Lean Six Sigma principles while reducing cycle time by 25%
- Established and monitored a process improvement framework, which led to a 15% increase in operational efficiency
- Directed digital transformation projects across multiple business units, enhancing Global Business capabilities by 40%
- Managed Root Cause Analysis projects from opportunity identification to bottlenecks in a 25% increase in process automation
- Worked on improving Customer Experience for the Top 20 locations (based on high pickup frequency) based on wait time, cancellations, complaints and call frequency by organizing the NPS & CSAT audit measure on a regular basis which increase 32% customer referral points
- Design the touch less strategy for the customer touch points
- Working closely with IT Dept
- To develop the online dashboard from CEO to Dept
- HOD levels
- Design specific strategy for operational excellence model
- Gurgaon
Manager Process Excellence & Business Excellence
Cars24
03.2018 - 04.2023
- Company Overview: Gurgaon
- Applied robust change management disciplines and tools to ensure the successful adoption of continuous improvement methodologies and implementation of changes, resulting in 12% improvement in customer satisfaction
- Improved process efficiency through process re-engineering and implementation of Kaizen events, resulting in an average reduction of 48 hours in lead time
- Developed and implemented NOC & SOC compliance for process and central control team with SOP manual
- By implementing RPA with AI bot for minimal human intervention
- Managed 44% reduction in Jockey Checkpoint complaints, 37% reduction in car quality complaints, 16% reduction in DDD complaints, and 27% reduction in overall complaints in Delhi/NCR in the JAS quarter through training, product feature by implementing DMAIC methodologies
- Gurgaon
Business Analyst (Contractual)
Tata 1MG
01.2017 - 02.2018
- Company Overview: Gurgaon
- Collected and analyzed complex financial information, reducing expenses by 20%, and identified growth opportunities by determining potential markets for a new product line resulting in revenue growth of 21%
- Developed functional requirements documents, 500+ page documentation remapping and defining business processes from user requirements and facilitated workshops to explain the new process to senior stakeholders
- Examined existing processes to recommend innovative process improvement and development solutions
- Gurgaon
Team Lead (Quality)
Zomato
05.2015 - 12.2016
- Company Overview: Gurgaon
- Worked on improving Customer Experience & Satisfaction score(CSAT) for Online ordering & Device Management Process Issues related to order rejections, payment issues, and Order delays improving the metric by 8%
- Map out training plans, schedule and organize training programs for new joiners Choose appropriate training methods per case
- Market available training opportunities to employees and provide necessary information
- Customer Retentions improved by 13% or new and 6% for cumulative retentions
- Attrition rate dropped from 19% to 6% in 3 months through a focus on employee growth, satisfaction, and motivation
- Gurgaon
Education
MBA - Business Analytics
IMT
Ghaziabad, India06-2025
Bachelor of Engineering - Mechanical
Sabarmati University
01.2014
Skills
- Quality Improvement Strategies
- Statistical Data Interpretation
- Operation Management
- ISO 14000 Standards Expertise
- ISO 14001
- ISO 27000
- ISO 27001
- ITIL
- QMS
- PowerBI
- VBA
- SQL
- MS Excel
- QM
- Lean Six Sigma Implementation
Certification
Six Sigma Black Belt
- Digital Marketing Professional Certificate – Digital Marketing Institute.
- Project Management Professional (PMP) - Project Management Institute.
- Six Sigma Black Belt Certification (SSBB) - American Society for Quality.
Timeline
Manager (L&D)
Fusion Microfinance Limited
02.2024 - 05.2024
Manager Process Excellence
Cashify
06.2023 - 02.2024
Manager Process Excellence & Business Excellence
Cars24
03.2018 - 04.2023
Business Analyst (Contractual)
Tata 1MG
01.2017 - 02.2018
Team Lead (Quality)
Zomato
05.2015 - 12.2016
MBA - Business Analytics
IMT
Bachelor of Engineering - Mechanical
Sabarmati University
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