Open To Work
Younis Magray
Health Care
Bangalore,Karnataka
Summary
Dynamic Operations Director with a proven track record at Tooth Club India Off LLP, excelling in strategic planning and team leadership. Spearheaded the establishment of critical business functions, enhancing compliance and operational efficiency. Adept at performance optimization and stakeholder engagement, driving significant improvements in service delivery and client satisfaction.
Overview
20
20
years of professional experience
Work History
Operations Director
Tooth Club India Off LLP
Bangalore
01.2025 - 10.2025
- Recruited to stabilize and expand operations for healthcare support unit, overseeing Marketing, Finance, Compliance, and Central Operations.
- Established critical business functions within six months, creating robust SOPs to ensure operational stability.
- Implemented centralized control systems, enhancing decision-making speed and accuracy within departments.
- Conducted extensive audits across United Kingdom, aligning Indian operations with global business standards to enhance compliance and performance.
Senior Manager Operations and CISO
British Orient Infotel Pvt Ltd
Bangalore
03.2007 - 12.2024
- Ensuring customer policies, procedures and contractual agreements are consistently met.
- Oversaw the management of contractual agreements from an operational perspective, making realistic and practical commitments to clients.
- Consistently meeting predetermined metrics to achieve business objectives and customer SLAs/SLGs.
- Ensuring contingency plans are in place for all services to include business recovery plans.
- Reported performance metrics and SLAs to top management, ensuring accuracy and timeliness.
- Resolved complex issues to ensure timely solutions for client concerns.
- P&L responsibility focused on achieving operations metrics namely: Profitability and Productivity of individual teams.
- Maximizing utilization of resources at production centres.
- Driving cost control measures across operations.
- Guided team managers strategically to enhance service delivery effectiveness.
- Supporting Account Managers and Production teams in Bangalore and London to expand opportunities with clients and increase revenue.
- Developing and nurturing an organization structure that is in line with the business objectives and needs.
- Managing multiple services across the organization and providing strategic direction and leadership to the teams such that they consistently meet and exceed performance metrics.
- Ensuring effective tools and mechanisms are provided to the team to track and develop individual potential to meet business objectives.
- Ensuring effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximise potential.
- Ensuring clear succession plans is in place for self and all managers/team leaders.
- Leading by example i.e. courteousness, energetic, punctuality and being respectful of individuals.
- Ensuring timely preparation and review of goals and development plans for direct reports.
- Ensuring accurate handling and completion of progress reviews on performance and development plans within agreed timescales and provide ongoing feedback to the General Manager.
- Approving resource planning, recruitment training and other development plans for teams.
- Mentoring and guiding direct reports and working closely with all Managers/Team Leaders and intervening appropriately to create a competent and close-knit team.
- Fostered high-performance, fair work environment promoting motivation and development opportunities for teams.
- Ensuring there is sharing of knowledge and best practices within the company and counsel managers/team leaders to enhance performance and arrest attrition.
- Motivate and develop managers to include specific attention to individual development.
- Reviewing performance achievements and targets regularly with the GM and providing strategic direction to improve service delivery and client/customer satisfaction.
- Committed, straight thinking, always open for suggestions and deliberating decisions.
- Managed production and operational processes to maintain high standards and optimal performance.
- Defining and Documenting SOPs, communicating them through formal training and handouts and ensuring compliance.
- Setting standards for scheduling shifts, leave tracking and rotations to meet capacity commitments.
- Ensuring timely communication of information to appropriate team members.
- Implementing a system of daily, weekly and monthly meetings to clear roadblocks, meet milestones and share information.
- Ensuring compliance with all security and confidentiality SOPs.
- Working with customer to manage technical resources and infrastructure.
- Providing Metrics Accurately Representing Qualitative and Quantitative Performance
- Agreeing the content and format of management reports with customer.
- Distributing timely and accurate reports to top management.
- Creating a system for identifying objective individual performance measures.
- Ensuring that metrics are useful in managing the production and delivery centres and endeavoring zero level non-conformity.
- Implementing Continual Improvement
- Identifying improvement opportunities based on customer feedback, observations and data analyses.
- Proactively identifying global improvement opportunities.
- Consulting with top management and obtaining appropriate approvals to implement.
- Facilitating monthly Quality Reviews with top management.
- Www.britishorientinfotel.com [Span of control:410 DUPs and 9 Team Managers]
Proofreader
Spheris India Pvt Ltd
Bangalore
10.2005 - 10.2006
- Achieved 99.9% accuracy in US medical transcription documents, serving as critical quality checkpoint before client delivery.
- Collaborated with transcriptionists to improve documentation standards, resulting in reduced error rates.
Education
MBA - Healthcare Management
Bharthidasan University
Bangalore India12-2016
Physiotherapy - Bangalore
Goutham College
Bangalore01.2004
Skills
- Operations management and oversight
- Quality assurance and compliance
- Strategic planning and execution
- Performance metrics and optimization
- Change management strategies
- Team leadership and development
- Problem solving and decision making
- Effective communication skills
- Stakeholder engagement and relations
- Resource allocation and budgeting
- Workforce planning and scheduling
- Process improvements and efficiencies
- Cost control and analysis
- Risk mitigation strategies
- Crisis management techniques
- Adaptability and flexibility in operations
Professional Synopsis
21, Healthcare Informatics outsourcing services, Six Sigma Black Belt, SKIL GLOBAL, Bangalore, 2011, PowerBI, ExcelR, Bangalore, 2025, Analyzing existing systems and procedures, Designing internal control systems, Running successful process operations, Technology implementation, Developing policy, procedures, service standards and guidelines, Customer relationship management, Effective communication, Analytical and problem-solving abilities, Proficient in MIS
Functional Exposure
- Ensuring customer policies, procedures and contractual agreements are consistently met.
- Responsible for all contractual agreements’ management from an operational perspective.
- Consistently meeting predetermined metrics to achieve business objectives and customer SLAs/SLGs.
- Ensuring timely and accurate reporting of performance metrics and SLAs to the Top Management.
- Identifying and resolving problem situations as a final point of escalation.
- P&L responsibility focused on achieving operations metrics.
Travel
Valid Indian passport, Open to relocation overseas
Additional Competencies
- Production Management
- Process Outsourcing
- Strategy Planning
- Process Management
- Client Relationship Management
- Vendor Management
- Operations Management
- Quality Assurance
- Team Management
- Cost Reduction Initiatives
- Process Documentation
- Due Diligence
Personal Information
- Number of Children: 2
- Date of Birth: 10/04/80
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Urdu
Proficient (C2)
C2
Kashmiri
Native
Native
Kannada
Upper Intermediate (B2)
B2
Hobbies
- Playing cricket, singing, reading novels
Leadership Training
- Have gone through leadership trainings which has enhanced my overall managerial skills
Timeline
Operations Director
Tooth Club India Off LLP
01.2025 - 10.2025
Senior Manager Operations and CISO
British Orient Infotel Pvt Ltd
03.2007 - 12.2024
Proofreader
Spheris India Pvt Ltd
10.2005 - 10.2006
MBA - Healthcare Management
Bharthidasan University
Physiotherapy - Bangalore
Goutham College